Join two industry visionaries as they unite emotional brand design with telco operational expertise to decode the future of retail, one signal at a time.

WILL GIBSON

Will Gibson is a globally recognized telecom retail expert with over 25 years of experience in driving customer experience transformations. As the founder of Amplifier and a senior leader at Maplewave, he has spearheaded large-scale retail initiatives ranging from store design to digital-first sales enablement. Will leverages real-world insights from hundreds of frontline coaching sessions to help operators improve conversion and build capable teams.

Maplewave company logo

JEAN-PIERRE LACROIX

As President and Chief Strategy Officer of SLD, Jean-Pierre is a seasoned strategic thinker who has led numerous strategies on personifying brands through immersive design. With more than 35 years of experience in the development and implementation of retail transformation programs, including ground-breaking transformation tools he has developed such as the “Trust Ladder” and “Ideal Omni Experience Model.

Episode 6: Breaking Down Silos in Telco

Jean-Pierre and Will discuss why so many telcos struggle with transformation. Pinpointing departmental silos as the core issue, they share a roadmap to bridge internal divides and align organizational goals.

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Episode 5: What Drives True Customer Loyalty?

JP and Will are joined by Marbue Brown, Founder and CEO of The Customer Obsession Advantage, to unpack the shift from transaction-based operations to true customer obsession. Drawing on deep industry insights, Marbue breaks down the critical friction points, from network resilience gaps to rigid retail policies, and shares how teleco brands can rebuild genuine consumer trust.

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Episode 4: Why Fast Networks Still Lose Customers?

In episode 4, JP and Will sit down with Mack Turner, a Chief Analytics Officer and former global market research lead at Bank of America. With over 30 years of experience, Mack breaks down how telecom brands can escape the trap of pre-existing narratives and truly listen to the market.

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Episode 3: AI for Telecom Operators: 6 High-ROI Use Cases That Actually Work

Leading AI consultant Damien Clothier joins the hosts to discuss measurable ROI in telecom. The conversation covers key areas for AI integration, including customer care, network operations, field service, and fraud prevention.

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Episode 2: The New Telco Growth Bundle: Emotional Connections, AI, and Seamless Experience

This episode reveals why the future of telecom isn't about using AI to cut costs, but using it to build the human trust that customers actually crave.

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Episode 1: Why Your Telco Stores Feel the Same as Everyone Else’s...And How to Fix it

This episode explores how to re-engineer operations and design to turn transactional "SIM shops" into memorable spaces that drive genuine brand loyalty.

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Meet the Hosts

As the founder of Amplifier and a senior leader at Maplewave, Will Gibson is a globally recognized telecom retail expert with over 25 years of experience in driving customer experience transformations. As President and Chief Strategy Officer of SLD, Jean-Pierre Lacroix is a seasoned strategic thinker who has led numerous strategies on personifying brands through immersive design.

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