{"id":171857,"date":"2026-04-08T08:28:30","date_gmt":"2026-04-08T13:28:30","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=171857"},"modified":"2026-04-08T08:28:30","modified_gmt":"2026-04-08T13:28:30","slug":"why-executive-behavior-determines-customer-experience-outcomes","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/why-executive-behavior-determines-customer-experience-outcomes\/","title":{"rendered":"Why Executive Behavior Determines Customer Experience Outcomes"},"content":{"rendered":"<div>\n<section id=\"listen\" class=\"cta-strip\">\n<div class=\"section-inner\"><\/div>\n<\/section>\n<\/div>\n<p><span data-contrast=\"auto\">Every organization has a leadership strategy. Most of them stay on paper.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this episode of the\u00a0Etech\u00a0Leadership &amp; CX Podcast, Melissa Wood sits down with Alex D. Tremble, Founder and CEO of GPS Leadership Solutions, to examine what separates executive teams that produce results from those that stay stuck.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">After building his first federal executive leadership development program at age 23, and working with organizations including Walt Disney Company and Microsoft, Alex brings one consistent perspective:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><b><span data-contrast=\"auto\">Leadership culture is built through\u00a0behavior. Not intention.<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"2\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:180,&quot;335559739&quot;:100}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><b><span data-contrast=\"auto\">About the Episode<\/span><\/b><\/h3>\n<p><span data-contrast=\"auto\">Why do so many organizations invest in leadership development and see\u00a0little change\u00a0on the front line?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Is it the wrong training? The wrong tools? The wrong people?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">According to Alex Tremble, the real issue is usually earlier in the chain. What\u00a0executives\u00a0model, what they reward, and what they allow sets the\u00a0behavioral\u00a0standard for everyone below them, including the agents talking to customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this conversation, Melissa and Alex examine how trust\u00a0operates\u00a0as an operational variable, not a soft skill; why traditional 360 assessments often produce misleading data; and what a structured approach to building executive culture\u00a0actually looks\u00a0like in practice.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">They also discuss how the rise of AI changes the leadership\u00a0behaviors\u00a0that matter most, and why the ability to stop, think, and ask better questions is more valuable now than it has ever been.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"How Leaders Shape Great Costumer Experience | Etech Leadership &amp; CX Podcast\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/J9y3WDynmb0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<h3 aria-level=\"2\"><\/h3>\n<h3 aria-level=\"2\"><b><span data-contrast=\"auto\">This Episode Answers the Following Questions and More<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:180,&quot;335559739&quot;:100}\">\u00a0<\/span><\/h3>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">How does executive\u00a0behavior\u00a0directly shape customer experience, even when leaders are removed from day-to-day operations?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:100}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">What is the TP3 Framework, and how do Trust, Proactivity, and Productivity connect to organizational profitability?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:100}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Why do high performers leave organizations where trust is absent, and what does that cost?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:100}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">What executive\u00a0behaviors\u00a0become more critical in an AI-enabled environment?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:100}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">How do you build an executive culture using assessment, delivery, and sustained accountability?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"2\"><b><span data-contrast=\"auto\">Top Takeaways<\/span><\/b><\/h3>\n<p>&nbsp;<\/p>\n<h5 aria-level=\"3\"><b><span data-contrast=\"auto\">Behavior\u00a0Sets the Standard, Not Words<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">What leaders model carries more weight than what they announce. The frontline reflects the executive culture above it, whether that culture is intentional or not.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<h5 aria-level=\"3\"><b><span data-contrast=\"auto\">Trust Is an Operational Variable<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">When trust is absent, teams spend cognitive energy on self-protection. That drag slows decisions at every level and reaches the customer before it reaches the meeting room.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<h5 aria-level=\"3\"><b><span data-contrast=\"auto\">Reinforce the Right\u00a0Behavior, Address the Wrong One<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">Both matter equally. Recognizing\u00a0good performance\u00a0without addressing misalignment produces inconsistent standards. What you tolerate is what you breed.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<h5 aria-level=\"3\"><b><span data-contrast=\"auto\">Systems Outlast Motivation<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">Training that produces feeling without changing\u00a0behavior\u00a0changes nothing. The programs that hold are built around tools, scripts, and structured accountability, not inspiration.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<h5 aria-level=\"3\"><b><span data-contrast=\"auto\">Understand How People Perceive You<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">The same message, delivered with the same tone, lands differently across team members. Knowing how you are\u00a0actually perceived, rather than how you intend to come across, is the starting point for increasing influence.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"2\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:180,&quot;335559739&quot;:100}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><b><span data-contrast=\"auto\">Quotes from the Episode<\/span><\/b><\/h3>\n<h3 aria-level=\"2\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:180,&quot;335559739&quot;:100}\">\u00a0<\/span><\/h3>\n<ul>\n<li><i><span data-contrast=\"auto\">&#8220;It is not about what is on the wall. It is about what walks down the hall.&#8221;<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><i><span data-contrast=\"auto\">&#8220;If you are not willing to address the different direction conversations, other people see it and they ask: why does it matter for me?&#8221;<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><i><span data-contrast=\"auto\">&#8220;Trust is the first domino. If you do not have trust, everything slows down.&#8221;<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><i><span data-contrast=\"auto\">&#8220;Motivation is a feeling and feelings are fleeting. Did the fence get built? Are the cows still in the pen?&#8221;<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><i><span data-contrast=\"auto\">&#8220;You said the same exact thing to three different\u00a0people\u00a0and they got three different interpretations. That is why perception matters more than intent.&#8221;<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p aria-level=\"2\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:180,&quot;335559739&quot;:100}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><b><span data-contrast=\"auto\">Meet the Leaders<\/span><\/b><\/h3>\n<p>&nbsp;<\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/alextremble\"><b><span data-contrast=\"auto\">Alex D. Tremble<\/span><\/b><\/a><span data-contrast=\"auto\">\u00a0\u2014 Founder and CEO, GPS Leadership Solutions | Author of five books including &#8220;Relationships That Work&#8221; (2023) and &#8220;Unlocking the Executive Advantage&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/melissawoodetech\"><b><span data-contrast=\"auto\">Melissa Wood<\/span><\/b><\/a><span data-contrast=\"auto\"> \u2014 Dean of Global Leadership Development, Etech Global Services<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:400}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Watch Now: Build Leadership That Delivers Results<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Learn how to align\u00a0behavior, systems, and culture to create high-performing teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Because strong leadership is what turns strategy into execution.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">\ud83d\udce2 Stay updated with more conversations on leadership, AI, and customer experience \u2014 <strong>Subscribe to the\u00a0<\/strong><\/span><strong> <a href=\"https:\/\/bit.ly\/4fQJ0rb\"><i>Etech Leadership &amp; CX<\/i><\/a> Podcast.\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every organization has a leadership strategy. Most of them stay on paper.\u00a0 In this episode of the\u00a0Etech\u00a0Leadership &amp; CX Podcast, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":171868,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2026\/04\/Final-Audio-Alex.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2026\/04\/Podcast-300.jpg","cover_image_id":"171867","duration":"00:53:21","filesize":"18.17M","filesize_raw":"19052163","date_recorded":"2026-04-08","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[77,56,37,27,78,38,25,79,57,80,62,81,82,83,40,52,53,84,31,58,44,45,46,54,47,55,42,29,85,86],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-171857","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-ai-in-contact-centers","tag-artificial-intelligence","tag-business","tag-contact-center","tag-contact-center-quality","tag-customer","tag-customer-experience","tag-customer-experience-strategy","tag-customer-support","tag-cx-accountability","tag-cx-leadership","tag-cx-metrics","tag-cx-quality","tag-cx-transformation-etech-leadership-cx-podcast","tag-cxleadership","tag-emotional-intelligence","tag-employee-experience","tag-employee-experience-contact-center-leadership","tag-etech","tag-etech-leadership-cx-podcast","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-futureofwork","tag-humanandai","tag-humancenteredai","tag-leadershipdevelopment","tag-podcast","tag-quality-assurance","tag-quality-monitoring","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2026\/04\/Website-landing.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2026\/04\/Podcast-300.jpg","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/171857\/why-executive-behavior-determines-customer-experience-outcomes","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/171857\/why-executive-behavior-determines-customer-experience-outcomes","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/171857\/why-executive-behavior-determines-customer-experience-outcomes\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/171857\/why-executive-behavior-determines-customer-experience-outcomes<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"omuFWrTXl7\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/why-executive-behavior-determines-customer-experience-outcomes\/\">Why Executive Behavior Determines Customer Experience Outcomes<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/why-executive-behavior-determines-customer-experience-outcomes\/embed\/#?secret=omuFWrTXl7\" width=\"500\" height=\"350\" title=\"&#8220;Why Executive Behavior Determines Customer Experience Outcomes&#8221; &#8212; Etech Global Services LLC\" data-secret=\"omuFWrTXl7\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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