On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you’ve secured. According to Forrester’s Budget Planning Guide 2025: Customer Experience, while 99% of CX decision-makers list CX improvements as a top priority of senior executives, only 40% antici…

Jaunty Jay has officially joined the podcast. His keen insights and witty one liners steal the show. Morgan and I get goofy while chatting about what's been happening around town and where are lives are going. Enjoy!Af Shep and Morgan

On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand. An effective rebranding strategy can serve to reposition a company, product or service to better align with customer expectations. But it’s not a given; to retain existing customers and attra…

Jacob joins us for a 2nd time! We also snag AJ Etheridge to give us his thoughts on all things random!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers. According to TechSee, a visual customer experience solutions provider and technology partner of TELUS Digital, more than one in …

We record a session on a random Wednesday night with a few special guests! Talking podcast name changes, Pizza, NAME THAT TUNE, and of course music.Af Shep and Morgan

In this episode we keep the positive vibes and talk about what we are planning to do for the rest of the year and few side projects we are working on!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations. Customer centricity goes beyond providing good customer service, relying on company leadership to consider eve…

This weeks happenings and we make a 1 month rule where we only talk about positive aspects of our week. Also, discuss possibly renaming the podcast! Enjoy!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences. Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates…

Update on what's going on around town. Money isn't real. The music scene is still alive.Af Shep and Morgan

Incase you have not seen or heard, there have been some major roadblocks to our downtown's outdoor music shows. We dive right into what's going on, what we are trying to do to get some rules changed, and even have a special guest come on to speak their part! EnjoyAf Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other for…

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak …

In this groundbreaking episode we sit down with the legendary JMays & ZBro to discuss their resurrection tour. They will be back together full band this Saturday 04/12 in the alley behind One19 ready to blow you away. Give it a listen to learn the history of the band, how everyone knows each other, and why they decided that the time was right for t…

Morgan kicks her shoes off and we get down and dirty some chatter around Dickson.Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and oppo…

Morgan reads some excerpts from her new book and we chat on the State of the Union that is Dickson.Af Shep and Morgan

Just a bunch of chatter on whatever comes to mind.Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effective…

Start off hot with some name that tune and a bunch of laughs. Then we get into some wild synchronicities that the universe blessed us with this past week. Also Morgan and Shep set out to prove that we can manifest our dreams .Af Shep and Morgan

All over the place. We get into some random conversations and then dive into some more details about Human Design.Af Shep and Morgan

In this one we rehash Shep's wild bday week and discuss some potential operational shifts at the brewery! Let us know wha you think.Af Shep and Morgan

We have some fun with this one. Few Drinks, some jokes, and name that tune!Af Shep and Morgan

We took advantage of the snow day and really dove into some situations both of us have been dealing with lately. Some laughs and some tears but progress is made. Get ready for a good one!Af Shep and Morgan

We recored 2 episodes to play catchup. The first one is actually the second recored because well..I got busy and never posted the first one. But don't worry we put in the SUPER FUNNY first episode we recored last week at the end. ENJOY your 2 hours of fun!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future. Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer int…

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing cust…

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensi…

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. To succeed in the marketplace, start-ups need to provide CX that's se…

We sure give this one the good ole College try...Af Shep and Morgan

What a wild episode. Shep has a bet where he can't cuss for 6 episodes, and then gets off on a tangent about conspiracies. ENJOYAf Shep and Morgan

We're back! Come hang with me, Zack, Morgan, and Big Country at Big Boys Cigar Bar and Lounge! Got a lot to catch up on. We remember Uncle Duke, talk about all things going on at One19, a benefit for one of Zack's band members, different types of milk and cheese, upcoming Festivals, and Barney Wells and the Ramblin' Souls new EP. Enjoy!…

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at…

In this episode we sit down I the local cigar bar with Zack Brooks, Big Country, AJ, get silly. ENJOY!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position …

Boy oh boy does Morgan have FOMO. She's pretty salty after being left behind. Zack Brooks stops by to give us all the details. We chat about all the fun things coming up and drop a few conspiracies on ya! EnjoyAf Shep and Morgan

We are on one and really feeling ourselves in this episode! Tune in for some taboo topics and upcoming events! ENJOY!Af Shep and Morgan

We're BAAACK. Lots to talk about after a month break! Enjoy!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice pre…

Quick episode today. Just some chat about why Shep's been grumpy, Morgan is distracted, few deets about Street Fest, and what's going on in hospitality land. ENJOY!Af Shep and Morgan

Morgan's brother pays us a visit. They dive into some childhood stories and talk why Dickson is an amazing place to live. ENJOY!Af Shep and Morgan

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice p…

We couldn't really figure out what we wanted to talk about but we sure are consistent with getting these episodes out. Starting off with Street Fest talk followed by Morgan rattling off trivia questions to the trivia master. I don't do so well, but her questions were terrible to be fair. Enjoy!Af Shep and Morgan

What a roller coaster ride of an episode. Morgan has been mad at me for over a week and I try to tame her heavy heart. We come up with some sort of mutual agreement about the purpose of the podcast and what we can and cannot talk about. Tons of laughs, some hard hitting conversations, and paradigm shifting conspiracy theories. ENJOY!…

Who, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS Digital sharing compelling perspectives on the digital customer experience (CX). Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of…

Last week, this week, Cantina changes, the One19's current successes and failures. Get your a** to trivia! Special guest Elizabeth Dotson. We basically get nothing accomplished in this one. ENJOY!Af Shep and Morgan

Coming to you with boots on the ground from all over Dickson. We start in the Macdonald's parking lot with a quick review of last week and this week's happenings. When then begin our journey by recording the ordering process and pricing analysis of one of Dickson's favorite fast food establishments. Our journey continues around Dickson as we scope …

Hop on this podcast horsey for and update of what happened this past week, what's going on this week, and update on Morgan's hairy legs, and why Dickson is on the struggle bus with QR codes.Af Shep and Morgan

Are we recording? Bad reviews, longhorn cow meat, Morgan's leg hair, tons of sidetracks, and some highs and lows in the hospitality world this past week.Af Shep and Morgan