In this episode, Todd is joined by Mike Aoki, President of Reflective Keynotes, a Canadian training company that helps contact centers improve their sales and customer experience results. Prior to this, he was the manager for continuous learning at Telus and was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021”. With over twenty years of experience, he’s proven himself to be an expert on customer experience and retention.

They discuss why the employee experience is just as important as the customer experience, what it takes to be a seasoned expert in CX retention, and why your irate customers are the moment of truth for your company. They also delve into how to upsell to customers without being annoying, as well as how customer expectations have risen in the last few years.