In this episode of the Strategy That Works Podcast, hosts Brian Betkowski and Ed Haines are joined by Brittany Christian, leader of Jabian’s Customer Acquisition and Retention service area, to explore how AI is reshaping customer experience. The conversation digs into why automation without culture leads to fragmented experiences, how AI can enable true orchestration across channels, and what the future of omnichannel, human-centered customer experience may look like over the next decade.

Join Brian Betkowski and Ed Haines on Strategy That Works as they welcome Will Funderburg, leader of Jabian’s Charlotte office and Operational Excellence Service Area. In this episode, Will breaks down how to tackle the $14 trillion U.S. operational cost pool with tactical frameworks, from the hit list/wish list approach for AI and RPA opportunities to SPOT360’s rapid diagnostic across 12 core functions. Discover how to align strategy, people, process, and technology; overcome siloed mindsets; and reinvest savings into growth initiatives. With real-world case studies, learn to turn blind spots into growth drivers.

In this episode of Strategy That Works, hosts Brian Betkowski and Ed Haines talk with Ryan Briley about how AI, personalization, and sustainability are reshaping the travel and hospitality industry in a post-COVID world.

Today we're talking about the Diversity and Inclusion; what it means and how businesses are adapting their practices to see positive results in employee satisfaction, retention, and profitability. We're joined by Jabian senior managers, Amber Baird and Erin Smith, and Jabian director, Winston Powe.

Today we’re talking about customer experience and specifically, an omnichannel approach to CX. We’ll discuss what it is, how it’s different than omnichannel marketing, and how companies can put it into practice for improved results. We’re joined today by Callie Wheatley and Steven Lubel, both management consultants with Jabian Consulting.

Today we're talking about the people side of business transformation, which of course is the cornerstone of any successful transformation effort. To discuss what works and what doesn't, we're joined by Fred Jewell, senior strategic advisor, Jabian Consulting, and author of the people strategies book titled "We Can't Do It Alone." We're also joined by Tracy Reznik, a director and human capital lead at Jabian Consulting.

This episode is all about Robotic Process Automation, or RPA - what it is, how it's useful, and some best practices for companies looking to implement it. Our guests are Will Funderburg, a director in Jabian Consulting's Charlotte office, and Jed Manfull, a manager with Jabian, also in Charlotte.

This episode is all about personality profiles, specifically the DISC profile system, and how leaders can help their teams recognize and work within profiles for better communication, efficiency, and teamwork. Our guest is Bill Jagrowski, Jabian Consulting’s current chief operating officer and longtime management consultant.