In this episode of In The Business of Humans, Lynda Harvey and Joe Gilgoff explore the powerful—and often overlooked—connection between employee experience and customer experience.

What happens when customer support employees are underpaid, undervalued, micromanaged, or given nowhere to grow? Eventually, customers feel it. Lynda and Joe unpack why the way companies treat their people shows up directly in customer interactions—and why investing in employees isn't just a culture initiative. It's a customer experience and business strategy.

The conversation gets into compensation, autonomy, career growth, employee engagement, customer support, leadership, empathy, recognition, and workplace culture—and how each can ultimately affect customer satisfaction and loyalty.

Joe also challenges the stigma surrounding customer service and support roles. Rather than treating CX as a cost center or an entry-level function sitting on the sidelines, what if companies recognized frontline employees for what they really are: some of the people closest to their customers?

And the responsibility doesn't stop with the support team. Lynda and Joe discuss why everyone inside a company can play a role in customer experience, and what changes when organizations build a culture that keeps employees genuinely connected to the people they serve.

Along the way, the conversation expands into sports, teamwork, friendship, kindness, empathy, gratitude, and the very human dynamics that determine whether teams—and businesses—thrive.

In this episode: employee experience, customer experience (CX), employee engagement, customer service and support, company culture, leadership, compensation, career development, employee autonomy, empathy at work, customer satisfaction, customer loyalty, and building people-first organizations.

Chapters

• 00:00 Introduction to the Business of Humans
• 00:32 Sponsorship and Drinking Episode Idea
• 01:24 Keen Sponsorship and Global Talent
• 02:17 Discussion on Utah's Data Center
• 03:33 The Great Salt Lake and Water Crisis
• 04:14 Impact of Water Usage on the Environment
• 06:05 Ousting of Political Leaders in Utah
• 07:28 Unity and Human Connection Through Sports
• 11:24 The Psychology of Team Dynamics in Sports
• 17:40 The Link Between Employee and Customer Experience
• 20:22 The Interconnectedness of Team and Customer Experience
• 23:33 The Stigma of Customer Support Roles
• 37:33 Investing in Employee Experience and Customer Support
• 43:40 The Impact of Employee Investment
• 44:19 Compensation, Autonomy, and Career Growth
• 48:06 The Role of Kindness and Empathy
• 49:24 Fostering a Positive Work Environment
• 50:33 The Significance of Genuine Gratitude
• 58:23 Customer Experience and Loyalty
• 01:03:00 The Importance of Kindness and Empathy
• 01:07:17 The Role of Employee Investment in Customer Satisfaction

What does it actually take to get hired in today's job market?

Lynda and Joe sit down with Gina Alvino, Senior Manager of Talent Acquisition at e.l.f. Beauty and a LinkedIn creator with more than 110,000 followers (and one of the best humans you'd ever meet), for an inside look at how recruiting really works—and what candidates can do to stand out.

Gina has spent nearly a decade in talent acquisition, including several years working alongside Joe at Daily Harvest before joining e.l.f. Beauty, where she now leads U.S. recruiting and helps shape global hiring strategy across the company's portfolio of brands.

Together, Lynda, Joe, and Gina dig into the realities of today's challenging job market: why networking and referrals matter so much, how to get a recruiter's attention, what makes a candidate memorable, and the interview mistakes that can quietly knock you out of the running.

They also get into career pivots, building new skills, LinkedIn and personal branding, handling failure, answering difficult interview questions, asking better questions as a candidate, and how AI is changing both recruiting and career development. Gina shares what she listens for when interviewing candidates—and the red flags job seekers should avoid.

Plus: Joe and Gina revisit their Daily Harvest days, the group gets into a little LinkedIn drama, and somehow the conversation ends with a case for talking to more people about your dreams.

Whether you're actively looking for a job, considering a career change, trying to grow your professional network, preparing for an interview, building your LinkedIn presence, or simply wondering what recruiters actually want, this episode is packed with practical advice from someone who spends every day on the other side of the hiring process.

In this episode: the 2026 job market, recruiting and hiring, job search strategy, networking and referrals, interview tips, career pivots, LinkedIn and personal branding, AI in recruiting, career development, and how to stand out as a candidate.

Takeaways

• Importance of genuine networking and business relationships
• Challenges and changes in the job market and recruiting landscape Navigating a challenging job market requires building new skills and considering career pivots.
• Networking and referrals play a crucial role in the job search process, providing opportunities to stand out and make meaningful connections. Navigating failure is an essential part of career growth.
• Crafting positive responses in interviews is crucial for success.
• Personal branding and embracing AI are key aspects of professional development.

Chapters

• 00:00 Introduction and Podcast Sponsor
• 01:24 Networking and Business Relationships
• 05:07 LinkedIn Drama and Guest Introduction
• 21:27 Transition to Hot Topics: Job Market and Recruiting
• 23:04 Navigating the Challenging Job Market
• 24:08 Building New Skills and Pivoting
• 25:32 The Power of Networking and Referrals
• 26:42 Standing Out in the Recruiting Process
• 48:42 Avoiding Red Flags in Interviews
• 49:39 Navigating Failure and Learning
• 50:23 Interviewing with Confidence and Self-Assessment
• 51:08 Crafting Positive Responses in Interviews
• 52:03 Listening for Key Qualities in Candidates
• 53:15 Asking Thoughtful Questions in Interviews
• 59:55 Personal Branding and Professional Presence
• 01:04:08 Finding Strengths and Embracing AI
• 01:09:21 Dreams and Normalizing Conversation Starters

In this special "Toxic Workplaces Part II" episode of In The Business of Humans, Joe Gilgoff and Lynda Harvey tackle one of the biggest factors in anyone's career: leadership.

From toxic bosses and first-time managers to founder-led companies and workplace culture, they explore why so many people leave managers—not companies—and what separates leaders who inspire trust from those who quietly (or loudly) destroy it.

Whether you've had a terrible boss, recently stepped into management, or are trying to become the kind of leader people genuinely want to follow, this conversation is filled with practical insights, honest stories, and actionable advice.

Joe and Lynda discuss how self-awareness, emotional intelligence, empathy, accountability, and intentional leadership shape healthier teams—and why many organizations continue to promote great individual contributors without teaching them how to lead people.

In this episode, they explore:

• The biggest mistakes new managers make
• Why toxic bosses damage trust, morale, and company culture
• How to recognize unhealthy leadership before it affects your career
• Moving from peer to manager without losing credibility
• Founder leadership: when passion becomes a strength—and when it becomes a liability
• Why recognition and appreciation matter more than many leaders realize
• Emotional intelligence, self-awareness, and coaching as leadership superpowers
• How employees can navigate difficult managers while protecting their well-being
• When workplace behavior crosses the line into harassment or unlawful conduct—and what employees should do
• Practical strategies for leading people with empathy, accountability, and authenticity
• Plus, a lighter conversation on staying calm under pressure and, somehow, Italian food prices

Whether you're a CEO, founder, executive, people manager, HR leader, entrepreneur, customer experience professional, or an employee trying to navigate a difficult workplace, this episode offers practical lessons that can help you build healthier relationships, stronger teams, and a better career.

If you're interested in leadership, management, toxic bosses, workplace culture, emotional intelligence, company culture, employee engagement, first-time managers, career growth, communication, organizational psychology, HR, management training, customer experience (CX), or professional development, this conversation is for you.

Great leaders don't create followers. They create environments where people can do the best work of their careers.

In this episode of In The Business of Humans, Lynda and Joe are honored and thrilled to be joined by ultra-accomplished film maker Ben Nathan (Owner of All of Us Films, Impact Reel and much more), and cutting-edge entrepreneur Fran Bryzski (Founder + CEO of Hark).

Together, the group explores why video storytelling has become one of the most powerful communication tools in business—and why authenticity matters.

Whether you're a leader managing a remote team, building a company, creating content, working in customer experience, selling to customers, or simply trying to communicate more effectively, this conversation dives into why people connect with people—not perfectly polished messages.

The group discusses how video helps preserve tone, emotion, empathy, and trust in ways that written communication often struggles to achieve. They also examine the growing role of AI in communication, where technology adds value, where it falls short, and why authentic human connection is becoming even more important in an increasingly automated world.

Along the way, they explore:

• Why video builds trust faster than email, Slack, or text
• The psychology behind authentic communication and human connection
• How leaders can use video to build stronger teams and company culture
• Customer experience, customer feedback, and the emotional power of seeing real people
• Why authenticity consistently outperforms perfection
• The evolving relationship between AI and human communication
• The challenges of remote work and digital collaboration
• Practical ways to become a more confident communicator on camera
• Why storytelling remains one of the most valuable leadership skills in business

Ben and Fran left Lynda and Joe with incredible stories and lessons to savor for life; and we're confident you'll feel the same way!

Takeaways

• Video as a powerful medium for storytelling and communication
• The importance of authenticity and human connection in video content Video as a Powerful Communication Tool
• Authenticity in Communication

Chapters

• 00:00 The Power of Video Storytelling
• 28:59 The Impact of Authenticity
• 37:50 Introduction and Panel Guests
• 38:16 Fran Briskey's Background and Role at Hark
• 39:32 Ben's Experience with Ken Burns and Video Impact
• 40:55 The Emotional Impact of Video
• 41:38 The Role of Video in Creating Human Bonds
• 42:08 Fran's Multitasking and Video's Impact on Communication
• 43:32 The Power of Video in Customer Feedback
• 44:25 The Influence of Video in Business Decision-Making
• 45:21 The Impact of Video on Brand Loyalty and Customer Engagement
• 46:14 The Role of Video in Human Connection and Understanding
• 50:20 Authenticity in Video Content Creation
• 51:35 The Use of Video in Documentary Filmmaking
• 51:57 The Importance of Authenticity in Video Content
• 01:00:35 The Impact of Video on Personal Branding and Communication
• 01:04:38 The Frustration with AI Communication and Technology
• 01:06:06 The Challenge of Authenticity in Written Communication
• 01:07:01 The Frustration with Technology and Communication Tools
• 01:11:30 Conclusion and Thank You

In this episode of In The Business of Humans, co-hosts Lynda Harvey and Joe Gilgoff are honored to be joined by two extremely accomplished and brilliant guests: Dr. Wendy Johnson and Clarence Bongalos. Together, the group takes an honest look at one of the most complex topics in today's workplace: code switching.

Whether you're navigating leadership, managing a team, interviewing for a new role, building your career, or simply trying to fit into different social and professional environments, most of us have adapted the way we communicate, behave, or present ourselves. But when does that adaptation become a valuable leadership skill—and when does it come at the expense of authenticity?

The panel explores the emotional, psychological, and practical realities of code switching, including why it exists, how it affects confidence, belonging, workplace culture, diversity, leadership, and career growth, and how managers can create environments where people don't feel they have to hide parts of themselves to succeed.

Along the way, they discuss:

• What code switching really is—and why nearly everyone does it
• The hidden emotional cost of constantly adapting to different environments
• Authentic leadership versus strategic communication
• Workplace culture, inclusion, belonging, and psychological safety
• The role managers and executives play in creating trust
• Self-awareness, emotional intelligence, and career development
• When code switching is helpful—and when it's harmful
• Practical strategies for staying authentic while remaining adaptable
• Plus, a fun closing conversation on everyone's favorite personal pet peeves

If you're interested in leadership, management, workplace psychology, communication, emotional intelligence, career advice, customer experience, company culture, diversity, inclusion, authenticity, or professional development, this conversation offers practical insights that will make you think differently about how we show up—for ourselves and for others.

Chapters

00:00 — What Is Code Switching?
05:08 — The Emotional Weight of Adapting
36:48 — Survival, Belonging & Assimilation
45:25 — Courage, Self-Awareness & Authentic Leadership
01:03:18 — Pet Peeves & Lighter Moments

In this kickoff episode, Lynda and Joe reintroduce themselves, share updates from their professional and personal journeys, and set the stage for an exciting new season focused on the people side of work. From leadership and management to career growth, entrepreneurship, customer experience, workplace culture, and the evolving role of AI, they explore the conversations that help professionals build more meaningful and successful careers.

Lynda draws on her extensive experience as an executive coach and leadership expert to discuss self-awareness, personal growth, and what it takes to lead effectively in today's workplace. Joe shares lessons from building customer experience teams, launching his advisory business, and helping companies create stronger relationships with both employees and customers.

Together, they discuss career pivots, consulting, business development, networking, community building, and why authentic human connection remains one of the most valuable skills in any profession. The episode also introduces new resources for listeners, offers practical insights for leaders and individual contributors alike, and delivers the candid, relatable conversations that have become a hallmark of the show.

Whether you're a manager, entrepreneur, customer experience leader, HR professional, executive, or someone simply looking to grow in your career, this episode provides actionable insights and fresh perspectives on navigating the modern world of work.

Key Topics

• Leadership and management
• Career development and career transitions
• Executive coaching and professional growth
• Customer experience (CX) and business strategy
• Entrepreneurship and consulting
• Workplace culture and employee engagement
• Networking and community building
• AI and the future of work
• Self-awareness and personal development
• Building meaningful human connections at work

On our special season 1 finale episode, we're joined by Aria Finger, former CEO of DoSomething.org and current Chief of Staff to Reid Hoffman (Founder of LinkedIn, one of the world's leading AI experts/entrepreneurs; venture capitalists; philanthropists; authors; political influencers) and co-host with Reid of the acclaimed Possible podcast, which has explored this exact topic of AI + humanity with a curious, intellectual and optimistic lens with the likes of Sam Altman, Kara Swisher, Stephen Colbert, Trevor Noah and dozens of other superstars in business + society.

Aria spends her days helping to shape our current world, while also partnering with other brilliant, influential folks to imagine and help shape what our future world could look like -- including how AI will continue to evolve, and co-exist with people.

And it's not all bad! You'll hear about how AI can not only uplift and empower humans in their jobs and lives, but also serve purely altruistic purposes, like powering cutting-edge medical research to save real human lives.

You'll also get to know Aria, the human being: a warm, humble and funny soul, and a loving wife and mom of 3 rambunctious kids -- trying to juggle quite a lot at once, and figure this "life" thing out just like the rest of us!

We love our season finale episode, and we hope that you will too.

But how, without damaging our standing and growth potential?! (Please have a listen to this episode!)

Whether you like the expression "work-life" balance or not, we can all agree that success at work cannot come at the cost of well being, or having a life and sources of fulfillment outside of work.

In this episode of 'The Business of Humans', Lynda and Joe unpack it all! As usual, actionable advice will be offered, made more colorful with personal stories across 40+ combined years of leadership roles, successes and setbacks.

Interestingly, while being a great "leader" seems to get all of the shine, being a great "manager" embodies a distinct set of skills and is equally critical for an organization's success. The championship roster for any company will likely have great leaders, and great managers, working in tandem.

So how to be a great leader? And how to be a great manager? How to even pull off both?! Tune in to find out.

Oh, and tune in also to hear about Lynda's LinkedIn battle with Mr. "Fix Your Hair" - who helpfully provides a perfect "what not to do" example around leading, managing and interacting with fellow humans in 2026.

Lynda and Joe are joined by Morgan Montgomery-Rice, current Founder + Fractional Head of People at Bloom Bridge Advisors; former HR / People / Finance / Operations leader at fantastic brands like Sundays for Dogs; IBM and much more; and holder of an MBA from Northeastern's D'Amore-McKim School of Business.

Just as Lynda and Joe always aspire to bring a senior leadership, "insider" view to workplace situations and dynamics, Morgan is able to go a step further and present the insider perspective of the HR function -- specifically as Exec / Head of HR across fantastic industries and brands.

Join this trio as we discuss challenging, nuanced and juicy workplace situations from all sides of the equation, in an episode that should be equally educational, actionable and entertaining.

"Networking" as a term tends to be polarizing; with a minority of folks feeling confidence and giddiness on the topic, while the majority of folks assume they're bad at it, hate it, or couldn't be bothered. Or some combo within.

Our definition of networking is centered around the idea of *human connections* - making them, nurturing them, and embracing these relationships as sources of career-long joy, fulfillment and mutual benefit. See, that doesn't sound so terrible, does it?

Joe and Lynda hope that this deep-dive feels approachable, interesting and actionable - the New Networking Guide for Normal People!

Join Lynda and Joe for this and many other powerful insights from our first ever guest on the pod, Alexa, as we together explore the topic of personal branding.

More than just a buzzword or something that we get to opt in or out of, personal branding is a crucial aspect of career development. And you're always developing your own brand, whether you like it or not. So why not lean in, feel empowered, take control of that brand, and maximize its utility in your career and life! Be intentional. Be in control.

What about LinkedIn - where does it fit in?

Join Lynda + Joe as they break down social media guardrails in the lens of career progression, and survival!

There will be cautionary tales along the way; grimaces; laughs; and even the story of when Joe got slightly spicy with a LinkedIn comment, all in the name of defending his good friend and a fantastic social media creator: Lynda!

Lynda and Joe fully take the gloves off (if there were any gloves left before this) and discuss toxic workplaces from all angles: how to define and identify them; how to survive them; or in some cases walk away from them altogether. Hear candid stories and takeaways from Lynda and Joe's combined 40+ years of leadership experience across top brands.

For the hosts, too many years navigating toxicity drove them, in part, to break off on their own in an effort to cultivate their own career experience. But we know many of our listeners haven't made that leap - and we hope this episode feels helpful, actionable ... even cathartic for them!

Well, so have we. And at first, it sounds great. But what happens when you confide and vent to the wrong person? Or bring a side of your self to the company retreat that maybe should have been left at home? Now - it's feeling a little more complicated (or worse, you're out of a job).

Join Lynda and Joe as they discuss the myth of bringing your whole self to work, and how to strike a better balance: staying authentic, while being okay with only bringing the 90% of your self which belongs in the workplace.

Here is the setup: what do you get when you take a former manager + report combo from the glory days of Daily Harvest, who are now real-life friends ... one a management coach and sudden viral internet star who shoots from the hip, and the other a CX Exec-turned-Advisor who overthinks everything?

This podcast! Welcome to The Business of Humans. Featuring Lynda Harvey, the founder of LeveledUp Leadership -- and the internet star. Plus Joe Gilgoff, founder of CX Joe Advisory -- and the overthinker. Between us we have 40+ years of leadership experience, spanning across mega successful startups like AG1 and SeatGeek, to industry behomeths like AMEX + Verizon.

Join us as we talk about business; relationships; humanity; success and also failure, through the lens of friendship, heaps of radical transparency and honesty ... and zero BS.

In our Pilot episode, we share more abour our career journeys; the basis of our unlikely; professional and life friendship; and why the heck we hope our podcast is worth listening to! Tune in and let us know what you think.