Podcasts by Be Customer Led
We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external.
Visit us on www.becustomerled.com
Further podcasts by Bill Staikos
Podcast on the topic Wirtschaft
All episodes
Amanda Ono on Migrating from Customer to Employee Experience from 2023-02-24T12:00
This week’s episode of the Be Customer Led podcast features Amanda Ono, Chief Human Resources Officer at Kroll Listen
Kimberly Wiefling on Developing Culture and Leadership That Has Impact.mp4 from 2023-02-08T12:00
Today's episode of Be customer Led features Kimberly Wiefling, founding member & global consultant at Silicon Valley Alliances. Her superpower is ...
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Joe Fisch on How CEOs Can Focus on the Customer from 2023-02-01T12:00
The CEO of Wine Access, Inc., Joe Fisch, joins Bill Staikos on this week's episode of Be Customer Led. Through careful selection, engaging narratives,...
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Stacy Salvi on Wearables and the Customer Experience from 2023-01-25T12:00
This week on Be Customer Led with Bill Staikos, we interview Stacy Salvi, Vice President of Strategy at Movano Health. Movano Health is creating a por...
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Janet Polach on Leadership from 2023-01-18T12:00
Janet Polach, executive coach, speaker, author, and retired marine, joins Bill Staikos...
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Trey Hoffman on Building out a Customer Experience Team from 2023-01-11T11:30
Trey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global ...
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Peter Voss on Conversational AI and CX Impact from 2023-01-04T11:30
The current generation of chatbot technology utilized in business and consumer settings has significant shortcomings, such as a lack of long-term memo...
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Adam Nash on the Product Experience from 2022-12-15T12:00
“Part of the instinct of getting started with new products, for me, is starting with real human motivations and the customer base you are going after....
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Fred Reichheld on the Importance of Customer Love from 2022-12-07T11:45
“The best gift you could give your employees is to put them in a position where they can earn a life of meaning and purpose through service to others ...
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Alicia Roach on Strategic Workforce Planning from 2022-11-30T11:00
“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its wor...
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Jennie Weber on CX – Where We’ve Come From and Where We’re Going from 2022-11-22T11:00
This episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy....
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Michael Hinshaw on the Evolution of Experience Management from 2022-11-09T12:00
“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company....
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Grant Freeman on the B2B Experience from 2022-11-02T12:00
“The entire sales process simply seeks to understand and define clearly the problem the prospect is having at this moment, the impact that it's having...
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Etie Hertz on Conversational AI impact on CX from 2022-10-27T12:00
“It’s your customers telling you what they think about your company, what your product about your service; it’s incredibly valuable if you can use tha...
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Marbue Brown on Customer Obsession vs Everything Else from 2022-10-19T12:00
“You don't move past obsession. I guess what's beyond obsession is more obsession.”
This epis...
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Erik Huberman on Marketing Principles and the Future of Marketing from 2022-10-12T12:00
“When people ask me what marketing is, I say it's the customer experience from the first time they engage with your brand to the last time they purcha...
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Ivonne Kinser on Is Experience the Brand or the Brand the Experience from 2022-10-05T12:00
This episode of Be Customer Led with Bill Staikos features Ivonne Kinser. Ivonne is the Vice President of Marketing and Innovation for "Avocados from ...
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Corey Walters on Product Experience and Impact on Customers from 2022-09-28T12:00
“You have to be careful about what dials you are changing because you do not get to learn if you are doing too much, specifically in driv...
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Bella Obudho on Setting Up a CX Team for Success from 2022-09-22T12:00
This episode of Be Customer Led with Bill Staikos features Bella Obudho, Head of Operations and Customer Experience at BrighterMonday Kenya. BrighterMonday Kenya is part of Ringier One Africa Me...
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Christopher Willis on Making Content Better with And Impact on Customer Experience from 2022-09-15T12:00
“Smart AI can differentiate who you’re talking to, when you’re talking to them, and what you need to say, and how that’s where this starts to make a r...
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Yoav Vilner on Don't Forget About the Sales Experience in the Journey from 2022-09-07T12:00
This week's episode of Be Customer Led with Bill Staikos will feature the CEO of Walnut.io, Yoav Vilner. Yoav has started multiple businesses. Also, h...
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Manish Goel on Organizational Network&Relationship Analytics from 2022-08-31T12:00
“From an EX/CX perspective, what some of our cutting edge clients are starting to see is that any changes that occur even on the EX side, actually have an impact on the CX side, around retention...
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Brad Quinton on How AR Advances will Reshape Experiences from 2022-08-24T12:00
“If we're gonna move to something like AR, we want it to do something new and something different, something that we couldn't do before.”
Gal Oron on Content as an Asset from 2022-08-17T12:00
“In essence, we identified an asset that was completely overlooked but can drive very smart insights.”
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Teresa Cain on Running Design Sprints for Impact from 2022-08-10T12:00
This week on Be Customer Led with Bill Staikos, our guest is Teresa Cain. Teresa is the Director of Product and UX at TreviPay, responsible for the pr...
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Ken Thompson on Organizational Change and Impact on Customers&Employees from 2022-08-04T12:00
“If an organization is getting certain results, it’s because it’s designed to get those results. So if you want to have different results, then we nee...
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Sarah Johnson Dayes on the Chief Client Officer and Professional Services Impact from 2022-07-27T12:00
“When people were working at home, kids were popping up in the corner. Mine certainly did. The really cool thing that came out of that is people start...
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Ray Gerber - How Journey Orchestration is Changing CX from 2022-07-20T12:00
“Journey orchestration became a key fundamental in terms of connecting experiences in the context of the journey and then making personalization and i...
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Ram Parimi on Impacting the Lending Experience from 2022-07-13T12:00
“What you do internally shows up externally.”
This week on Be Customer Led with Bill Staikos,...
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The Importance of Brand&Impact on the Experience from 2022-07-06T12:00
“The purpose is the soul of the brand and needs to be understood in going through a rebranding exercise.”
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Colin Shaw on Focusing on Emotional, Subconscious, and Psychological Aspects of the Experience from 2022-06-29T12:00
“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee e...
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Nils Vinje on Leadership from 2022-06-22T12:00
“Everything begins with you; it begins and ends with you.”
This week on Be Customer Led with ...
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Callie DePina on Creating&Nurturing the Member Experience from 2022-06-15T12:00
“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.”
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Amy Radin on CX for the CEO and in the Boardroom from 2022-06-08T12:00
“Communication is two-way. So it's much about listening to understand what matters to them, not just telling.”
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Gavin Macomber on Meeting Customers Where They Are, Not Where You Are from 2022-06-01T12:00
“This technology that's been available for big brands and large enterprises, we like to say we're democratizing that for small businesses.”
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Luis Angel-Lalanne on How Customer Listening is Evolving from 2022-05-25T12:00
This week on Be Customer Led with Bill Staikos, we’re having a fascinating conversation with Luis Angel-Lalanne, Vice President, Customer Voice at Ame...
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Kevin Budelmann on The Connection Between Purpose, Brand, and Experience from 2022-05-18T12:00
“The reason you would choose, as a customer, to engage with a company and buy their product or engage in their service is very similar to the reason a...
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Amy Shioji on Combining Strategy and Customer Experience from 2022-05-11T12:00
“One of the things that I've always been focused on is not just the advent of CX but on making sure that customer earned growth and value are really e...
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Andy Binns on Innovation and Identifying Corporate Explorers from 2022-05-04T12:00
“The good corporate explorers puncture the bubble that leadership teams often have around their business that makes them believe it’ll continue and co...
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Amanda Whiteside on CX&EX Leadership from 2022-04-27T12:00
“Having different opinions helps the journey and solves the problem differently. It's part of getting it right.”
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Ryan Hart on the Evolution of Experience Management from 2022-04-21T12:00
“It is important to be smart. It is important to be personable, but being a good influencer is such a critical skill.”
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Richard RB Botto on Building a Community&Member Experience from 2022-04-13T12:00
“You have to inspire yourself every day. Even if you had a massively bad day before, you have to try to find the victories in it.”
Marcela Lay – Influencing&Driving Culture Change from 2022-04-06T12:00
“It’s not that you always have a plan. You don’t know what’s going to come, but when somebody is bringing an opportunity to you to make a change, you ca...
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Steven Moy on Evolving Customer Needs&Future Tech from 2022-03-30T12:00
“I think the next battlefield is the ecosystem; whoever the smart one will follow and build or learn from it.”
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Steve Dion on Leadership, Culture&the Future of Work from 2022-03-23T12:00
This week’s Be Customer Led with Bill Staikos features Steve Dion, founder and CEO of DION Leadership, dedicated to creating workplaces where the empl...
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Kermit Randa on the Importance of Customer Success in Driving CX from 2022-03-16T12:00
This week’s Be Customer Led with Bill Staikos features Kermit Randa, a results-driven CEO with vast expertise managing the transformation to establish...
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Michael Bartlett on His New Book – The Dark Side of CX from 2022-03-09T12:00
This week’s episode of Be Customer Led with Bill Staikos features Michael Bartlett, author of The Dark Side of CX. Michael is the director of experien...
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Katie Schlott Talks Inclusive Design&Designing for Women from 2022-03-02T13:00
This week on Be Customer Led, we’re joined by Katie Schlott, a Partner at IA Collaborative.
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Kerry Goyette Talks About Workplace Analytics&The Future of Work from 2022-02-23T12:00
Kerry Goyette, founder, and president of Aperio Consulting Group, is today's guest on Be Customer Led with Bill Staikos. Aperio Consulting Group is a ...
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Christy Dempster Talks to CX&Marketing Working Together from 2022-02-16T12:00
In an increasing number of firms, we see CX supporting the organization’s marketing efforts. Today’s guest of Be Customer Led is Christy Dempster, who...
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Todd Unger Discusses Organizing for Customer Experience, Leadership, and Community Growth from 2022-02-09T12:00
https://www.linkedin.com/in/toddunger1/ (Todd Unger), Chief Experience Officer and SVP for Marketing and Member Experience at the https://www.ama-assn.org/ (American Medical Association) (AMA), joi...
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Clare Muscutt Helps Us Understand CX Community Building for WiCX from 2022-02-02T12:00
In this episode, we take a deep dive into the value of community with a leader who is on a mission to bring together courageous women in customer experience from across the globe. Clare Muscutt is ...
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Sam Bright from Upwork and the integration of CX, Product, and Community from 2022-01-26T12:00
In today’s episode, we explore the significance of customer experience, product, and community with https://www.linkedin.com/in/samuelbright/ (Sam Bright), Chief Product and Experience Officer at h...
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Becky Getz From Amazon and the Impact of CX on Culture Change from 2022-01-19T12:00
The culture of a business is one of the factors that heavily influence its success. And concepts related to customer experience can be utilized to improve the culture of an organization. Our guest ...
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Eckhart Boehme from Unipro Solutions talks about ‘Jobs to Be Done’&his Original Framework from 2022-01-12T12:00
Jobs to Be Done, aka JTBD, is a concept of consumer action that describes the mechanisms that cause a consumer to adopt innovation. Our guest today has done some fascinating innovations based on th...
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Amber Armstrong Talks About the Future of Conversational AI from 2022-01-05T11:30
The way consumers engage with brands has been rapidly evolving over the last few years. And one of the communication technologies that have shown widespread acceptance from consumers and brands ali...
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Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce, talks future of work and impact on experience from 2021-12-15T11:30
https://www.linkedin.com/in/tiffanibova/ (Tiffani Bova), Global Growth and Innovation Evangelist at https://Salesforce.com (Salesforce), Tiffani talks to Be Customer Led about the future of work a...
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Danielle Harlan talks about the future of work and the impact on leadership from 2021-12-08T11:30
Trying to find deep insight into the future of work and its impact on leadership? Look no further. Be Customer Led recently interviewed https://www.linkedin.com/in/danielleharlan/ (Danielle Harlan...
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Karen Hold talks about her new book, Design Thinking - The Innovator's Journey from 2021-12-01T11:30
https://www.linkedin.com/in/karen-petty-hold-25017a/ (Karen Hold) and I talk about her new book, https://www.amazon.com/Experiencing-Design-Innovators-Jeanne-Liedtka/dp/0231194269 (Experience Desig...
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Alex Mead takes on CX and shares his philosophy on customer service experience from 2021-11-24T08:00
https://www.linkedin.com/in/alexmead/ (Alex Mead) is no stranger to the Customer Experience community as many"thought leaders"have faced his challenges over the past few years, and rightfully so. ...
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Michelle Garcia Dorminey VP of Consumer Experience Strategy at TruCar talks CX Strategy from 2021-11-17T12:00
Want to know how to connect CX and Strategy in a way that creates value for your company? https://www.linkedin.com/in/michelle-garcia-dorminey/ (Michelle Garcia Dorminey) is Vice President of Consu...
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Jim Tincher on the evolution of customer journey mapping and journey tech from 2021-11-10T11:30
https://www.linkedin.com/in/jimtincher/ (Jim Tincher) is Founder, CEO and Journey Mapper-in-Chief at Heart of the Customer, a consultancy he started over eight years ago. Jim and I first met in the...
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Lou Carbone and I talk about Latent Acuity and the future of CX from 2021-11-03T11:30
https://www.linkedin.com/in/ACoAAAAKD8gBgjnxO4yrZQ24L8oPyTjLYmaUm0s (Lou (Lewis) Carbone) has continuously been at the forefront of studying, exploring and developing value creation through ex...
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Millie Gillon, Sr MD&Head of CX, Innovation&Transformation at Standard Chartered Bank talks about the Five Voices of CX framework from 2021-10-27T10:00
No matter how long you've worked in customer experience, every once in a while, someone comes along with a simple and powerful view that can change your own thinking. https://www.linkedin.com/in/mi...
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Lauren Harding, Head of Customer Experience at Spring, talks about CX in a complex market from 2021-10-20T11:30
Lauren Harding knows how to navigate the complexities of customer experience in a complex industry like financial services. As the Head of Customer Experience for Spring, a UK-based part-exchange, ...
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Gary Magenta, Chief Pot Stirrer at The Magenta Mix, talks return to work and the future of work from 2021-10-14T10:00
https://www.linkedin.com/in/garymagenta/ (Gary Magenta) is my first two-time guest and it's because his perspective on all-things business is not only different from the mainstream, it's always spo...
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Michael Sherwood, Head of Digital Experience at Atom Bank, talks CX&Tech from 2021-10-06T11:30
https://www.linkedin.com/in/michael-sherwood-72195748/ (Michael Sherwood) is Head of Digital Experience at https://www.atombank.co.uk/ (Atom Bank), the UK's first app-only bank. So to say that Mic...
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Carine Roman, Chief Customer Officer at Mailchimp, talks influencing&driving culture change from the Chief Customer Officer’s seat from 2021-09-29T11:30
https://www.linkedin.com/in/carineroman/ (Carine Roman) is the Chief Customer Officer at Mailchimp, and now a full year in the role after a successful career at other leading brands including Linke...
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Samantha Conyers, Co-Founder&Chief Experience Officer at EXCO, talks about “firsts” from 2021-09-22T11:30
https://www.linkedin.com/in/samantha-conyers-5b6b8818/ (Samantha Conyers), Co-Founder and Chief Experience Officer at https://www.excott.com/ (EXCO), is a bad-a$$ (and that is an understatement). S...
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Chuen Chuen Yeo talks leadership agility and how to get there from 2021-09-15T09:00
A multi-award-winning executive coach, https://www.linkedin.com/in/chuen-chuen-yeo/ (Chuen Chuen Yeo) is the author of'https://www.amazon.com/Paradoxes-Leadership-Agility-Inspire-World-ebook/dp/B08...
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Siobhan McHale, Executive GM at DuluxGroup, talks about activating culture change from 2021-09-09T17:15
https://www.linkedin.com/in/mchalesiobhan/ (Siobhan McHale) is the Executive GM at https://www.duluxgroup.com.au/ (DuluxGroup), and an expert on activating culture change in an organization. Not on...
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Steven Van Belleghem talks digital and the impact on customer&employee experience from 2021-09-01T09:00
https://www.linkedin.com/in/stevenvanbelleghem/ (Steven Van Belleghem) is an international keynote speaker, author of four best-selling books, and entrepreneur, co-founder of Nexxworks and Partner ...
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Paul Teshima, Chief Client Experience Officer at Wealthsimple, talks evolution of CX and the CXO/CCO role from 2021-08-25T11:45
https://www.linkedin.com/in/paulteshima/ (Paul Teshima) is the Chief Client Experience Officer and Head of Wealthsimple Invest. https://www.wealthsimple.com/en-ca/ (Wealthsimple) is a financial tec...
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Matt Watkinson, CEO&Co-Founder of Methodical, is taking a different approach to customer experience from 2021-08-18T11:45
I had to burn my mic after this show. Seriously. https://www.linkedin.com/in/matt-watkinson/ (Matt Watkinson), CEO& Co-Founder of https://www.methodical.io/ (Methodical), an experience design...
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Skip Picciano talks all-things Contact Center and the future of the contact center tech stack from 2021-08-11T11:45
https://www.linkedin.com/in/picciano/ (Skip Picciano) is the Managing Partner of https://www.team-ecx.com/ (Effortless CX Consulting), a business focused on contact center leadership teams helping ...
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Matt Manners, Chief Inspiration Officer at Inspiring Workplaces, talks about what differentiates the best places to work from 2021-08-04T11:45
https://www.linkedin.com/in/mattmanners/ (Matt Manners) is the CEO& Founder of https://www.inspiring-workplaces.com/ (Inspiring Workplaces), an organization dedicated to changing the world thro...
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Marc Brackett, Founding Director, Yale Center for Emotional Intelligence (EI), talks EI at the Individual&Team Level from 2021-07-28T11:55
https://www.linkedin.com/in/marc-brackett-10a563/ (Marc Brackett) is the Founding Director for the Yale Center for Emotional Intelligence (EI), and Professor at the Child Study Center at Yale's Sch...
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Sonia Mooney talks about Agile&Digital Transformation in HR from 2021-07-21T11:45
Sonia Mooney worked for major brands like https://www.rolls-royce.com/ (Rolls Royce) and Aviva in senior-level HR and Talent roles before blazing her own path and starting Signature Solutions. Son...
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Dave Carruthers, Founder&CEO of Voxpopme, talks about the future of feedback from 2021-07-14T11:45
The traditional questionnaire survey is dead. Don't think so? Read and listen on... https://www.linkedin.com/in/davecarruthers/ (Dave Carruthers) is Founder& CEO of https://site.voxpopme.com/...
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Carolene Méli, Creator of The Experience Creators, talks about the critical piece of leadership in customer experience from 2021-07-07T11:45
Carolene Méli worked for major brands including https://shop.lululemon.com/ (lululemon) and https://www.cirquedusoleil.com/ (Cirque du Soleil) before blazing her own path and creating a platform ca...
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Dr. BehNaz Gholami, Executive Director at Dizen, talks about combining Change Management&Human Centered Design from 2021-06-30T11:45
Dr. BehNaz Gholami is Executive Director at Dizen, an organization that focuses on research, design& innovation to transform organizational culture by enhancing the human experience. Dr. Gholam...
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Amy Shore, Chief Customer Officer at Nationwide, talks CX Metrics, Culture Change, and Women in CX from 2021-06-23T11:45
Amy Shore is EVP, Chief Customer Officer for Nationwide, a large financial services company based in the US. Nationwide is focused on personal and commercial insurance, investment& retirement ...
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Adrian Swinscoe talks about where CX has come from, and what differentiates CX leaders from laggards and so much more from 2021-06-16T11:45
Adrian Swinscoe wears many hats. How many do you ask? Well... He's the author of three books (https://www.amazon.com/Punk-CX-Adrian-Swinscoe/dp/1095272012 (Punk CX), https://www.amazon.com/How-Wo...
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Ching Valdezco, Director at Exec|Comm, gives you the tools to be a more effective negotiator from 2021-06-08T23:00
https://www.linkedin.com/in/chingvaldezco/ (Ching Valdezco) is one of my favorite people when it comes to learning about influence and negotiation! Ching works for a company called https://www.exec...
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Joe Pine talks about his book'The Experience Economy', it's continued relevance today, and improving the Employee Experience from 2021-06-02T11:45
You know you have a special guest when you're finally nervous about who is on the show. It's not often you get to speak with your heroes one-on-one, let alone the person who's work set you on a co...
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April Sprintz, Business Accelerator&Founder of Driven Outcomes, talks about the Generosity Culture from 2021-05-26T11:45
https://www.linkedin.com/in/aprilshprintz/ (April Shprintz) the Founder of https://drivenoutcomes.com/ (Driven Outcomes) and creator of The Generosity Culture® talks about generosity as a philosoph...
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Dennis Geelen, Founder of Zero In, talks customer-centric innovation and the core skills of CX&EX from 2021-05-19T11:45
Dennis Geelen is the founder of a https://www.zero-in.ca/ (Zero In), a boutique consulting firm based in Ontario, Canada whose mission is to help as many businesses and organizations CONQUER INDIFF...
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Angela Howard and Anthony Vaughan are focused on EX and discuss DE&I and a new view of HR from 2021-05-12T11:45
https://www.linkedin.com/in/arosehoward/ (Angela Howard) is an Organizational Culture Strategist running her own business, https://www.angelarhoward.com/ (Angela R. Howard Consulting); https://www....
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Jamie Swalgin, Head of CX Strategy Enablement with T. Rowe Price, talks CX Strategy, ROI and Technology from 2021-05-06T11:45
I LOVE talking to practitioners who are in the trenches every day!! Jamie Swalgin is the Head of Customer Experience Strategy Enablement for T. Rowe Price; a practitioner that has come up the CX ra...
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Jo Boswell, Director at Sentio-B, shares practical steps to get ROI out of your CX initiative from 2021-04-28T11:45
Jo Boswell started a consulting practice in 2018, https://sentio-b.co.uk/ (Sentio-B), after spending 27 years with https://www.britishairways.com/ (British Airways) where she grew up in the busines...
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Brett King, Founder of Moven, talks to us about tech, now and in the future, and the impact to the experience from 2021-04-21T11:45
If you're in Financial Services, you know who Brett King is. Aside from being the Founder and Executive Chairman of Moven, an innovative platform that blends predictive analytics and behavioral sc...
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Alan Pennington, CX&EX Partner at gloo group, talks where CX&EX has come from and where they’re going from 2021-04-14T09:00
If Alan Pennington was in the CX& EX Army, he would be a Field Marshall. A true CX/EX veteran, Alan was leading new thinking and work when most of us were still trying to figure out what CX&...
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Liam Delap, Digital Automation Leader&Director of Enterprise Sales at Pypestream, talks conversational AI and the future from 2021-04-07T11:45
Liam Delap is a thought leader in the digital automation space, and is the Director of Enterprise Sales at Pypestream. We talk about Conversational Artificial Intelligence (AI), its history, busine...
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Be Customer Led with Derek Wang, Founder&CEO of Stratifyd from 2021-04-05T09:00
https://www.linkedin.com/in/derekxywang/ (Derek Wang) is Founder and CEO of Stratifyd. Derek and I cover a host of topics, including the commoditization and democratization of Artificial Intelligen...
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Jeff Sheehan, CX Advisor, on changes he sees for Customer Experience in 2021 from 2021-04-01T09:00
Jeff Sheehan is an expat in Dublin helping companies operationalize Customer Experience (CX). Jeff has an incredible background working for big tech including NCR Corp and Motorola, including othe...
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Marc Havercroft, Global Chief Customer Officer, SAP SuccessFactors, talks Human Experience Management and Tech’s role from 2021-03-24T11:45
Marc Havercroft is the Global Chief Customer Officer at SAP SuccessFactors, and a force in the Human Experience Management space; he and his team are not only breaking all of the rules, they're def...
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Antonia Hock, Global Head – The Ritz-Carlton Leadership Center talks service experience, service recovery experience, and connecting EX to CX from 2021-03-17T11:45
Be Customer Led had the privilege of speaking with Antonia Hock, Global Head – The Ritz-Carlton Leadership Center. If you're wondering how to set up and design your service experience and...
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Shep Hyken on Moments of Truth, “Truth Gap” and why employee engagement matters from 2021-03-10T09:00
It's not often you get to interview one of your heroes and an absolute legend in the customer experience space.
I have been a Shep Hyken apostle since I was in CX Diapers many moons ago. So muc...
Jill Raff, Founder of Jill Raff Group, talks connecting EX to CX from 2021-03-03T12:00
Jill Raff is CEO and Founder of the Jill Raff Group. Jill focuses on helping companies deliver best-in-class employee experiences through her Inside-Out Framework™ EX to CX.
In this episode, Ji...
Bill Schimikowski, US CX Lead for Biogen, talks about switching industries, CX maturity, influencing culture and CX Tech from 2021-02-24T12:00
Bill Schimikowski is the US Customer Experience Lead for Biogen, and a long-time leader in the customer experience space. Bill recently went to Biogen from Fidelity, and was in Financial Services h...
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Anne Witherspoon, CCXO at Texas Capital Bank, talks female leadership, driving cultural change and what it takes to be a CCXO from 2021-02-17T11:30
Anne Witherspoon is the Chief Client Experience Officer (CCXO) at Texas Capital Bank and one of the best leaders in this space I have had the good fortune to connect with.
Anne and I talk about...
Gary Magenta, SVP Root Inc., talks about his new book, Blowing Up the Box: Disrupting the Customer Experience from 2021-02-10T12:00
Gary Magenta is a Senior Vice President at Root, Inc. where he helps some of the largest brands create differentiated experiences. I have known Gary for a number of years now, and I can honestly sa...
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Leahanne Hobson Founder of Alinea Partners talks B2B Secret Shopper & More! from 2021-02-03T11:30
Is customer experience ALL we ever talk about? In B2C, definitely.
In B2B, strangely enough, it’s not something you hear that often. @Leahanne Hobson, founder and CEO of Alinea Partners, has a ...
The CX Allstars new training platform to help you navigate the EX to CX journey from 2021-01-27T12:00
The CX Allstars include Hollis Roberts, Jill Raff, James Dodkins, and Dennis Wakabayashi. They have created a new training platform to help you and your company navigate the EX to CX journey for yo...
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Sandra Thompson Co-Founder of RISE Emotional Intelligence gives practical advice to improve your leadership from 2021-01-20T09:00
Sandra Thompson is the Co-Founder of RISE Emotional Intelligence (EI) and we had an absolute amazing conversation around EI, Empathy, and specific tactics leaders can take to better engage with peo...
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Tabitha Dunn, Chief Customer Officer at Ericsson, talks evolution of CX, strategy, change, and customer-led culture from 2021-01-13T09:00
Tabitha Dunn is the Chief Customer Officer at Ericsson, leading Customer Experience and Global Sales Excellence. Tabitha is a leader in the CX space with leadership roles at Philips Medical Systems...
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Melanie Colling talks about the power and importance of collaboration and how to build your brand from 2020-12-31T09:00
Did you know that about 60% of podcasters haven't published a show in the last 90 days?
Melanie Colling is a speaker, author and podcast host of https://podcasts.apple.com/us/podcast/the-busine...
Ann Cosfol and Betsy Westhafer run their own consulting practices and we focus on CX/EX in B2B from 2020-12-23T09:00
What's better than one thought leader on your show? How about having two join you!
Ann Cosfol is the Founder of Design Mind Consulting and Betsy Westhafer is the CEO and Founder of The Congruit...
Luke Williams talks CX strategy, surveys, C-Suite, CX Tech Stack and so much more from 2020-12-16T12:00
Luke Williams is an award-winning CX practitioner, researcher, speaker, author, and thought leader at Qualtrics. I read Luke's book, The Wallet Allocation Rule about five years ago, and it fundamen...
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Stephanie Reeves Millner on listening better to customers, empathy at work & female leadership from 2020-12-09T15:30
Stephanie is an amazing leader and is not only leading Customer Experience Management at Teleperformance, but also an amazing human being who focuses a lot on supporting women in leadership.
St...
Mary Poppen CCO, Glint at LinkedIn connects CX to EX from 2020-12-02T11:30
Mary Poppen, Chief Customer Officer for Glint at LinkedIn talks about how she is bringing together customer experience (CX) and employee experience (EX) in her role leading everything post-Sales at...
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Mike Soldan CXO @ Shmoop brings together Engineering, Product & Content from 2020-11-25T09:00
Mike Soldan is the Chief Experience Officer at Shmoop, leading Engineering, Product and Content; this is a very new and different way to create the CXO platform, and it's a game changer.
Mike a...
Gil Cohen is Maniacal about Employee Experience from 2020-11-18T09:00
Gil Cohen is the founder of Employee Experience Design, a company dedicated to helping businesses evolve their people practices to improve both human and organizational outcomes.
Gil and I talk...
Ryanne Laredo, CCO at Amobee, talks: CX, EX, & Female Leadership from 2020-11-11T09:00
Ryanne Laredo is the Chief Customer Officer at Amobee and is a force to be reckoned with. Few leaders get it right like Ryanne.
This is one of those episodes you tune into and can actually feel...
Julie Roehm shares her amazing journey combining Marketing & CX from 2020-11-04T09:00
Julie Roehm led Marketing / Marketing Comms at amazingly large brands including Ford, Chrysler (yes, she helped bring the HEMI to market), Walmart, was the Chief Story Teller at SAP (that's a prett...
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Mike Kuenne talks CX, EX and the importance of customer-led culture from 2020-10-29T11:30
Mike Kuenne is the Chief Customer Experience Officer (CXO) for Extended Stay America, a leader in the hospitality space. Mike is not only bringing together Customer Experience and Employee Experien...
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Alex Allwood talks CX Strategy & Empathy from 2020-10-15T17:30
Alex Allwood is the Director, Customer Strategy and Experience at https://allworktogether.com.au/ (All Work Together), a business consultancy specializing in customer experience (CX) research, stra...
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Jessica Noble talks CX and about starting her own business from 2020-10-07T12:15
Jessica Noble started Magnetic Experiences over three years ago to help small and mid-sized businesses improve operationally and deliver best-in-class customer experiences. Jessica and I talk about...
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Duena Blomstrom on bringing together Agile, Customer Experience & Employee Experience from 2020-09-30T09:30
An amazing conversation with Duena Blomstrom who is an "Agile Anthropologist" and a unique thought leader - a class on her own really - in the Agile and Psychological Safety space. Duena and I cove...
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Ben Eubanks, Principal Analyst @ Lighthouse Research & Advisory from 2020-09-23T12:15
In this episode of Be Customer Led, we interviewed Ben Eubanks who is one of the most interesting people I've ever met.
Ben has focused his career on thought leadership around human capital man...
Chris Collins, Chief Customer Officer at Ellucian from 2020-09-16T12:15
Chris Collins is the Chief Customer Officer (CCO) for Ellucian, a company that develops solutions that power the essential work of colleges and universities. The CCO role is different relative to m...
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Aarthi Murali, Chief Customer Experience Officer at M&T Bank from 2020-09-09T12:00
Aarthi is a long-time friend and we had an amazing conversation - she is such a breath of fresh air in the customer experience (CX) space; she is practical, strategic, and knows how to connect CX t...
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Wayne Simmons, CEO of Opptiv LLC from 2020-09-02T19:00
Our latest episode where we talked to Wayne Simmons. Wayne is the Principal Owner of Opptiv, LLC - The Service Excellence Company and former Global Head of Delivery for The Ritz-Carlton Leadership ...
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Be Customer Led: Dr. Tom Dewitt from 2020-08-26T14:30
The latest episode of Be Customer Led, where we interview https://www.linkedin.com/feed/# (Tom DeWitt, Ph.D.) and talk about a master's program he is looking to create at https://www.linkedin.com/f...
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Be Customer Led: Stacy Sherman from 2020-08-19T09:00
In this episode we interview Stacy Sherman who is the Director of Customer Experience and Employee Engagement for Schindler Elevator Corp. Stacy is CX Certified, a mentor, author of two books, spea...
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Be Customer Led: Brian Powers from 2020-08-13T09:00
Interview with Brian Powers, Chief Customer Experience Officer (CXO) at Brightstar Device Protection, LLC. We cover a range of critical topics, including how CX has changed over the years, the core...
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Be Customer Led: Laurie Ruettimann from 2020-08-05T01:00
Laurie Ruettimann is a true bada$$, host of the podcast Punk Rock HR, writer, author and consultant. We talk about employee experience, how to engage employees in a post-COVID world, and why the "c...
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Be Customer Led: Jason "JW" Womack from 2020-07-22T10:50
Jason "JW" Womack talks about building and creating margin in your life to be better every day, the importance of leadership, why reflection is a critical life skill, and creating momentum personal...
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Be Customer Led: James Dodkins from 2020-07-15T22:24
Jamming with the CX Rockstar, the one and only, James Dodkins. We got deep: his journey to CX Rockstar...stardom; why CX is failing as a practice, importance of contact centers and making sure we'r...
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Be Customer Led: Seth Grimes from 2020-07-07T14:07
Conversation with Seth Grimes, President and Principal Consultant at Alta Plana (www.altaplana.com). Seth talked to us about text and sentiment analysis, natural language processing, artificial int...
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