Meet Brian Schiff, Co-Founder and CEO of Flip, a purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands.

Brian shares how Flip started and explains how their technology replaces old, frustrating IVR systems with natural, conversational voice experiences. Instead of pressing numbers, customers can simply speak and get real help faster!

The discussion covers how AI now understands everyday language and works alongside human agents rather than replacing them. Brian explains how Flip handles common customer requests like order updates, returns, and cancellations, and how AI can manage a large share of calls while improving customer satisfaction. We also discuss how success is measured, using metrics such as wait time, call resolution, and customer satisfaction. The episode ends with a look at the future of voice AI and how better conversations can drive stronger business results.

Highlights

[01:31] Brian's Background and Flip's Origin

[04:40] AI's Role in Transforming Customer Experience

[07:02] Flip's Unique Approach to Voice AI

[16:36] Balancing AI and Human Interaction

[19:24] Metrics and Success Measurement

[24:27] Handling Complex Transactions

[27:35] AI Handling Contact Volume

[35:07] Deployment and Analytics

[38:53] Future of Voice AI

Connect with Brian:

LinkedIn: linkedin.com/in/bschiff/

Website: flipcx.com/

Meet Matt Marcotte, the founder of The M2 Collaborative, a leadership coaching and brand strategy consultancy.

This conversation follows Matt's 34-year career in retail and his time at Salesforce. Matt calls himself a "consumer anthropologist" because he loves understanding why people behave the way they do.

He believes that great customer experiences start with employees who feel valued and supported. When people believe in what they do, they create stronger connections with customers.

Matt talks about key ideas from his book, Built on Belief, such as "people not products" and "belief fuels commitment." He explains the difference between a culture where employees only follow rules (compliance) and one where they care and take ownership (commitment). He shares real examples from places such as Apple, Trader Joe's, Chewy, and Zappos to show how strong cultures are built.

Matt also gives simple steps for leaders: know why you want a commitment culture, understand where you are now, move in small steps, and involve employees in shaping the future.

[03:22] Matt's Career Journey

[06:44] Key Themes in Matt's Consultancy and his Book

[11:53] Culture of Compliance vs. Culture of Commitment

[19:54] Building a Culture of Commitment

[24:43] Starting with the Heart

[33:05] Examples of Starting with the Heart

[39:53] Practical Steps for Shifting to a Commitment Culture

Connect with Matt:

LinkedIn: linkedin.com/in/mamarcotte/

Website: m2collaborative.com/

Mentioned in the episode:

Built on Belief: Why Cultures of Commitment Are the Competitive Advantage: amazon.com/Built-Belief-Commitment-Competitive-Advantage

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

Meet EJ Kritz, Chief Experience Officer of DBSI, a company focused on designing the bank branch of the future. He explains how DBSI brings together design, technology, digital signage, and modern banking tools to create better in-person experiences.

EJ also talks about why branches still matter today and how they are becoming community-focused spaces supported by digital and problem-solving specialists. He emphasizes the importance of empathy, curiosity, and adaptability in banking, highlighting that human skills are just as essential as technical ones. Overall, the discussion shows how innovative branch design can help banks stand out and better serve their customers.

HIGHLIGHTS

[01:06] EJ's Journey to DBSI

[02:54] Overview of DBSI's Services

[05:21] The Future of Bank Branches

[10:49] The Role of Digital and Problem Resolution Specialists

[18:15] Branch Design and Customer Experience

[21:19] The Evolution of Bank Branches

[32:50] The Impact of Branch Design on Customer Experience

Connect with EJ:

LinkedIn: linkedin.com/in/ejkritz/

Website: dbsi.com