Most banks collect customer feedback. Very few actually use it.

In this episode, I talk with Scott Lee Holloway, Head of Customer Experience at APS Bank, about what it looks like to actually turn customer insight into action.

We get into how his team gathers feedback across channels—and how that insight makes its way into real decisions across the business. We also talk about automation and where human support still matters most, especially in a trust-heavy industry like financial services.

If you’ve ever wondered what it takes to move from collecting feedback to actually using it, this conversation breaks it down.

You’ll hear about:

1. Why most customer feedback never turns into anything useful
2. What you’re missing if you’re only looking at dashboards
3. How customer insight actually reaches leadership
4. The tension between AI efficiency and human support
5. What breaks trust faster than most teams realize

Mentioned:

1. Connect with Scott on LinkedIn: https://www.linkedin.com/in/scottleeholloway
2. APS Bank: https://www.apsbank.com.mt

Interested In More?

1. Download the State of Social Care 2026 Report: https://bsquared.media/the-state-of-social-care-2026

AI is moving fast — but is your brand keeping up in a way that builds trust or quietly erodes it?

In this episode, I sit down with Lisa Martin — former NASA scientist, tech media strategist, iHeartRadio host, and host of CMOs Unscripted — to unpack one of the most pressing questions in business today: How do you use AI in customer-facing environments without sacrificing the trust you've worked so hard to build?

Lisa brings her signature blend of scientific rigor and journalistic clarity to the conversation, and she doesn't hold back.

In this episode, you'll learn:

1. Why most AI initiatives fail to deliver ROI — and what leaders are getting wrong about use case selection
2. How AI is fundamentally changing the trust equation in public, customer-facing channels
3. What "human in the loop" oversight actually looks like in practice
4. The non-negotiable guardrails CMOs should insist on before scaling AI in social and digital channels
5. Why transparency and accountability aren't just compliance checkboxes — they're growth strategies
6. What some big brands are doing right (and why they're still the exception, not the rule)
7. The three metrics leaders should be measuring beyond cost savings and automation rates
8. How to push back internally when AI rollouts feel rushed

Connect with Lisa Martin:

1. X/Instagram: @LisaMartinMedia
2. LinkedIn: https://www.linkedin.com/in/lisamartinmedia/
3. Website: https://www.lisamartinmedia.com/
4. Podcast: CMOs Unscripted (https://podcasts.apple.com/us/podcast/cmos-unscripted/id1817565884)

Interested in More?

1. Download The State of Social Care 2026 Report (https://bsquared.media/the-state-of-social-care-2026)
2. Rate & review the show: RateThisPodcast.com/SMCX

What would you do if someone started posting across your social media saying your company was a scam?

That’s exactly what happened to Katie Robbert, co-founder and CEO of Trust Insights. One day their notifications started blowing up with accusations that they were stealing money from a customer.

There was just one problem… she had the wrong company.

In this episode, part of our CX Under Pressure series, Katie shares how she handled the situation and why responding with empathy instead of defensiveness turned a potential reputation crisis into a trust-building moment.

Mentioned:

1. Trust Insights
2. Katie Robberts on LinkedIn
3. SparkToro study on AI visibility

Rate the Podcast:

If you’re enjoying the show, we’d love your feedback. Leave us a quick rating or review at: ratethispodcast.com/smcx