Alex talks about his early life, studying philosophy and psychology, and then working in early tech companies. He later helped build large home services companies like Angie's List and HomeAdvisor. While working there, he learned a lot by personally handling customer complaints.

He noticed that many customers get frustrated because it is hard to reach support teams, and they often wait too long or get passed around, which led him to start Regal.

Regal uses AI agents to answer customer calls, help solve problems faster, and reduce costs for companies. The discussion also explains how AI is improving but still needs human support, especially for emotional situations. Alex believes AI will play a big role in future customer service, especially through voice.

HIGHLIGHTS

[01:38] Alex's Career Journey

[03:43] Challenges in Customer Support and the Birth of Regal

[05:40] Regal's Platform and Its Impact on Customer Support

[11:37] The Evolution of AI Agents and Their Capabilities

[16:15] Conversational Design and Customer Experience

[19:40] Measurable Improvements and Future of AI in Customer Support

[22:30] Challenges and Limitations of AI in Customer Support

[25:53] Regal's Vision and Future Plans

RESOURCES

Connect with Alex:

LinkedIn: linkedin.com/in/alexlevin1/

Website: regal.ai/

Email: mailto:hello@regal.ai

[01:29] Future of AI in Customer Service

[06:59] The Importance of Emotional Connection in Customer Service

[11:51] Skills for Future CX Leaders

[18:00] Examples of AI Influencing Customer Service

Connect with Doug:

LinkedIn: linkedin.com/in/douglaskramon/

The conversation explores AI's growing role in empowering care agents, improving knowledge bases, and reducing customer effort. Doug also highlights the importance of emotional connection in fan support and the need for strong cross-functional skills among future CX leaders.

HIGHLIGHTS

[01:40] Doug's Career Journey

[05:38] Delivering Fan Support Across Pillars

[18:01] AI's Role in Enhancing Customer Service

[27:31] Challenges and Opportunities with AI

Connect with Doug:

LinkedIn: linkedin.com/in/douglaskramon

The conversation explores how AI can be used to enhance, rather than diminish, the customer experience within the sales and shopping portion of the journey. Tal explains how Onfire AI cuts through the "noise" of automated outreach by combining CRM data with live web signals from communities like Reddit and X to identify "in-market" buyers. They discuss the shift toward "human-in-the-loop" AI that empowers sales teams to provide highly personalized, timely outreach that respects the buyer's time and solves their specific pain points

HIGHLIGHTS

02:26 – the Mission of Onfire AI

05:22 – Solving the "Noise" Problem for Technical Buyers

10:05 – The Three-Layer AI Engine: Data, Context, and Human Tone

14:40 – Measuring ROI: 4x–8x Increases in Engagement

18:04 – Strategic Intelligence and the Future of Buying

Connect with Tal Peretz

Company Website: onfire.ai

Guest Email: tal@onfire.ai

LinkedIn: Tal Peretz

The conversation dives deep into what makes public sector CX fundamentally different from the private sector, where trust, policy, and lack of consumer choice reshape how success is measured. John shares behind-the-scenes insights from his time at VA, including pandemic response, vaccine delivery, PACT Act outreach, and game-changing initiatives such as VSAFE to combat fraud. Together, they unpack CX metrics, employee experience, and what a true public-sector CX playbook looks like, centered on trust, proactive outreach, and meaningful service recovery.

[02:20] John's Career Journey

[07:33] Role at Granicus and VA CX Improvements

[12:02] Challenges and Differences in CX in Public vs. Private Sector

[18:36] Impact of COVID-19 and VA's Response

[31:23] Employee Onboarding and Metrics

[35:55] Game-Changing Improvements at VA

[39:06] Designing a CX Playbook for the Public Sector

[41:55] Contact Information

Connect with John:

LinkedIn: linkedin.com/in/johnboerstler/

Email: john.boerstler@granicus.com

Resources:

The CX Cookbook by Veterans Experience Office

https://www.performance.gov/cx/assets/files/va-customer-experience-cookbook.pdf

Brian shares how Flip started and explains how their technology replaces old, frustrating IVR systems with natural, conversational voice experiences. Instead of pressing numbers, customers can simply speak and get real help faster!

The discussion covers how AI now understands everyday language and works alongside human agents rather than replacing them. Brian explains how Flip handles common customer requests like order updates, returns, and cancellations, and how AI can manage a large share of calls while improving customer satisfaction. We also discuss how success is measured, using metrics such as wait time, call resolution, and customer satisfaction. The episode ends with a look at the future of voice AI and how better conversations can drive stronger business results.

Highlights

[01:31] Brian's Background and Flip's Origin

[04:40] AI's Role in Transforming Customer Experience

[07:02] Flip's Unique Approach to Voice AI

[16:36] Balancing AI and Human Interaction

[19:24] Metrics and Success Measurement

[24:27] Handling Complex Transactions

[27:35] AI Handling Contact Volume

[35:07] Deployment and Analytics

[38:53] Future of Voice AI

Connect with Brian:

LinkedIn: linkedin.com/in/bschiff/

Website: flipcx.com/

This conversation follows Matt's 34-year career in retail and his time at Salesforce. Matt calls himself a "consumer anthropologist" because he loves understanding why people behave the way they do.

He believes that great customer experiences start with employees who feel valued and supported. When people believe in what they do, they create stronger connections with customers.

Matt talks about key ideas from his book, Built on Belief, such as "people not products" and "belief fuels commitment." He explains the difference between a culture where employees only follow rules (compliance) and one where they care and take ownership (commitment). He shares real examples from places such as Apple, Trader Joe's, Chewy, and Zappos to show how strong cultures are built.

Matt also gives simple steps for leaders: know why you want a commitment culture, understand where you are now, move in small steps, and involve employees in shaping the future.

[03:22] Matt's Career Journey

[06:44] Key Themes in Matt's Consultancy and his Book 

[11:53] Culture of Compliance vs. Culture of Commitment 

[19:54] Building a Culture of Commitment 

[24:43] Starting with the Heart 

[33:05] Examples of Starting with the Heart 

[39:53] Practical Steps for Shifting to a Commitment Culture 

Connect with Matt:

LinkedIn: linkedin.com/in/mamarcotte/

Website: m2collaborative.com/

Mentioned in the episode:

Built on Belief: Why Cultures of Commitment Are the Competitive Advantage: amazon.com/Built-Belief-Commitment-Competitive-Advantage

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

EJ also talks about why branches still matter today and how they are becoming community-focused spaces supported by digital and problem-solving specialists. He emphasizes the importance of empathy, curiosity, and adaptability in banking, highlighting that human skills are just as essential as technical ones. Overall, the discussion shows how innovative branch design can help banks stand out and better serve their customers. 

HIGHLIGHTS

[01:06] EJ's Journey to DBSI

[02:54] Overview of DBSI's Services 

[05:21] The Future of Bank Branches 

[10:49] The Role of Digital and Problem Resolution Specialists 

[18:15] Branch Design and Customer Experience 

[21:19] The Evolution of Bank Branches 

[32:50] The Impact of Branch Design on Customer Experience 

Connect with EJ:

LinkedIn: linkedin.com/in/ejkritz/

Website: dbsi.com

Casey explains that Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.

The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.

Highlights

[00:36] Casey's Career Journey 

[04:38] Overview of Zenarate

[08:50] AI's Role in Zenarate

[12:41] Attrition and Training Effectiveness 

[20:59] Customer Experience and Compliance 

[39:04] Implementation Challenges and Opportunities 

[42:31] Future of AI in CX 

Connect with Casey:

LinkedIn: linkedin.com/in/caseydenby/

Website: zenarate.com/

Brad explains why AI needs accurate, well-managed information to produce reliable answers. He highlights the risks of using crowdsourced content and stresses the importance of having a single trusted knowledge base across all channels.

Brad also shares how organizations can keep their knowledge up to date by using feedback, analytics, and regular reviews. He discusses how AI may help with future updates, but human oversight will still be essential. He ends with simple advice for CX leaders: keep your knowledge organized, approved, and always up to date!

[02:55] Brad's Career Journey 

[06:34] The Importance of Knowledge Management in AI 

[10:06] Challenges and Misconceptions in AI and Knowledge Management

[15:24] Applications of AI-Ready Knowledge Bases 

[20:48] Keeping Knowledge Bases Up to Date 

[32:11] Future of Knowledge Management and AI 

[38:30] Advice for CX Leaders 

[39:57] Contact Information 

Connect with Brad:

LinkedIn: linkedin.com/in/brad-shaw

Email: brad.shaw@livepro.com

Matt discusses why AI projects in contact centers often bring strong results and how Laivly's platform, Sidd, supports agents by guiding them in real time, automating tasks, and improving customer satisfaction. He also shares real success stories with clients and discusses the future, where agents use AI to build stronger, more personal connections with customers while maintaining the human touch. 

[02:35] Matt's Career Journey 

[05:16] Challenges and Successes in AI Deployments 

[07:09] Laivly's Approach to Agent Assist and AI Agent 

[14:56] Technology and Integration at Laivly

[24:03] Examples of Laivly's Impact on Client Success 

[36:57] Future of Customer Experience and Agent Roles 

Connect with Matt:

LinkedIn: linkedin.com/in/matthew-bruno

Website: laivly.com/

Email: matt.bruno@laivly.com

Mentioned in the episode:

The AI Mindset: Thriving Within Civilization's Next Big Disruption: amazon.com/AI-Mindset-Thriving-Civilizations-Disruption

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

During today's conversation, Gregorio reflects on his early career, emphasizing the value of human interaction and a key lesson he learned by listening to customer calls instead of relying only on presentations. The discussion also highlights how CX is more than a department; it is a mindset shaped by culture, core values, and transformation.

Gregorio introduces his five principles for human-centric transformation: creating a shared vision, understanding problems, prioritizing pain points, innovating processes, and measuring progress. He illustrates these with both successful and unsuccessful change initiatives, stressing the importance of learning and incremental improvement.

He also talks about challenges in healthcare CX, the role of AI in improving service and patient care, and the importance of continuous learning and collaboration. 

[01:35] Gregorio's Career Journey 

[03:59] The Importance of Business Transformation in CX 

[05:43] Framework for Human-Centric Transformation 

[13:34] Examples of Successful and Unsuccessful Change Initiatives 

[21:16] Challenges in Delivering Superior Patient Experience in Hospitals 

[28:46] AI Deployments in CX and Healthcare 

[34:02] Gregorio's Podcast and Its Impact 

[37:55] Connect with Gregorio

Connect with Gregorio:

LinkedIn: linkedin.com/in/gregorio-uglioni

Website: cxgoalkeeper.com/

Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier Internet.

During today's conversation, Mark highlights how human behavior shapes customer interactions. Drawing from his new book, The Psychology of CX 101, he explains how 101 psychological principles can be applied to create meaningful, trust-driven experiences that drive business success. 

Mark illustrates concepts such as the anchoring effect, peak-end rule, and Von Restorff effect with real-world examples, while also addressing the growing role of AI in customer service. Moreover, he explores practical strategies for measuring the impact of CX and creating experiences that are effortless and empathetic.

[01:54] Mark's Journey to Customer Experience 

[04:00] The Intersection of Psychology and Customer Experience

[07:43] The Psychology of CX 101 

[13:37] Practical Examples of Psychological Principles 

[25:34] Measuring Customer Experience

[27:46] AI and Customer Experience

[32:35] Final Thoughts 

[33:25] Resources 

Resources

Connect with Mark:

Website: psychologyofcx101.com/

LinkedIn: linkedin.com/in/marklevy/

The conversation also explores the evolving role of AI, shifting from automation and cost savings to augmenting human interactions and delivering personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in customer experience as a catalyst for transformation and long-term success!

[00:31] Guest Introduction

[02:00] The Concept behind "Mindshift" 

[04:07] Empathy and Customer-Centric Approach 

[13:30] The Role of AI in Customer Experience 

[26:34] Developing Leadership Skills for Customer Experience 

[31:25] The Future of AI in Customer and Employee Experience 

Resources:

Connect with Brian:

Website: briansolis.com/

LinkedIn: linkedin.com/in/briansolis

Mentioned in the episode:

Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-Visionary

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

The conversation also covers the seven key principles of emotional branding, the role of design and storytelling, and how AI can help personalize customer experiences. Jean-Pierre stresses the need to balance functional benefits with emotional connections, prepare for future disruptions, and focus on authenticity to create lasting customer loyalty.

[01:44] Jean-Pierre's Career Journey 

[04:32] The Concept of the Blink Factor

[07:53] Think Blink Manifesto and Its Purpose 

[09:27] Examples of Emotional Branding and Missed Opportunities 

[13:56] The Seven Tenets of Think Blink 

[21:11] AI and Emotional Connections at Scale 

[24:17] Blind Spots in the Experience Economy 

[27:09] Shifting from Function First to Emotion First  

[30:28] Key Takeaways 

Connect with Jean-Pierre:

LinkedIn: linkedin.com/in/jeanpierrelacroix

Website: sld.com/

Mentioned in the episode:

Think Blink Manifesto: sld.com/books/think-blink-manifesto/

The conversation delves into real-world challenges in contact centers and explores practical AI applications, such as agent summarization and real-time voice translation. Nick advocates for a human-first approach, emphasizing the importance of solving real problems, gaining team buy-in, and bridging the "Go-Live Gap." 

Tune in and discover how to integrate AI without sacrificing the human touch!

[01:39] Nick's Journey and Perspectives on AI 

[03:53] Motivation Behind "The Heart of Service" 

[07:11] Choosing a Parable Format for the Book

[09:33] Character Inspiration and Real-World Experiences 

[11:42] Human-Centric Approach to AI 

[15:23] Practical AI Applications in Contact Centers 

[19:31] Building Buy-In and Overcoming Skepticism 

[23:00] Addressing the Go-Live Gap

Connect with Nick:

LinkedIn: linkedin.com/in/nickglimsdahl/

Website: press1fornick.com/

Highlighting a $2M cost-saving success story, he shares how AI reduces agent attrition and boosts performance. He also outlines a broader vision: AI analyzing unstructured data across all customer touchpoints, driving the evolution toward autonomous, adaptive contact centers that are transparent, efficient, and future-ready.

[01:22] Noam's Journey 

[06:11] Challenges and Opportunities in CX with AI

[10:35] Technical Infrastructure and Zero-Touch Platform 

[16:32] Success Stories and Impact on Agent Performance 

[22:10] Compliance and Regulatory Tracking

[27:47] Expanding AI's Role Beyond Contact Centers 

[33:39] Vision for the Autonomous Contact Center 

[35:18] Future Directions and Exciting Developments 

Connect with Noam:

LinkedIn: linkedin.com/in/noamfine

Website: hear.ai/

Email: noam@hear.ai

Ken Hughes, a renowned keynote speaker and consumer behaviorist, shares his journey to becoming the "King of Customer Experience." He explains the concept of the "blue dot customer," highlighting the shift toward customer-centric business models. Through compelling stories from brands like Ritz-Carlton, Zappos, and Virgin Atlantic, Ken demonstrates how culture, leadership, and emotional connection foster lasting loyalty. He also offers valuable guidance for leaders seeking to embed customer intimacy within their organizations and build enduring brand advocacy.

[01:00] Ken's Journey to Becoming the "King of Customer Experience"

[03:41] The Importance of Action in Customer Experience Metrics

[04:58] Customer Experience Stories

[16:25] The Blue Dot Customer: A Metaphor for Customer-Centric Business Models 

[21:17] Embedding Customer Intimacy in Company Culture

[32:33] The Power of Stories in Customer Experience 

Connect with Ken:

LinkedIn: linkedin.com/in/kenhughesie/

Website: kenhughes.info/

Furthermore, Martin introduces the concept of journey management, which is aligning data, teams, and decisions to improve customer experience. He also explores how AI enhances this process and emphasizes linking CX improvements to real business outcomes and metrics.

[01:44] Martin's Career Journey and Founding TheyDo 

[05:28] Challenges in Customer Journey Management

[11:37] Introduction to Journey Management

[18:04] Examples of Journey Management Success 

[23:32] Challenges in Becoming Customer-Centric 

[30:15] Future Initiatives and AI in Journey Management

Connect with Martin:

LinkedIn: linkedin.com/in/palamarz

Email: martin@theydo.com 

Website: theydo.com/

[01:47] Dr. Chitra's Career Journey 

[07:37] Insights from Dr. Chitra's Career 

[10:55] Amazon's Employee Feedback Program: Amazon Connections 

[17:54] Impact on Employee Experience 

[21:40] Challenges and Innovations 

[34:29] Dr. Chitra's Role at Atlassian 

[36:00] The Role of AI in Capturing Sentiment 

[39:09] Final Thoughts 

Connect with Dr. Chitra Ranganathan

Linkedin: linkedin.com/in/chitra-ranganathan-ph-d-

Website: atlassian.com/

Follow Be Customer Led on LinkedIn

linkedin.com/company/becustomerled

Connect with Marbue Brown on LinkedIn

linkedin.com/in/marbuebrown

[01:46] Brett's Career Journey and Background 

[08:12] The Interconnection of Customer and Employee Experience 

[13:53] The Five A's of Successful Customer Engagement 

[26:02] The Hidden Profit Center and Long-Term Value 

[32:56] Practical Applications and Real-World Examples 

Connect with Brett:

LinkedIn: linkedin.com/in/brettfrazer/

Mentioned in the episode:

Your Hidden Profit Center: Mastering the 5 A's of Successful Customer Engagement: amazon.com/Your-Hidden-Profit-Center-Successful

[00:58] Zach's Professional Journey.

[02:53] MLS's Rise in Popularity

[04:44] Differences in Customer Experience in Sports 

[06:53] Engaging and Retaining Fans

[09:19] MLS's Approach to Growing Fan Base

[11:11] Favorite Platforms for Engagement

[13:19] Elevating the Fan Experience 

[16:49] Unique Club Personalities

[21:40] Learning from Other Leagues

[27:09] Balancing Brand and Performance Marketing 

Connect with Zach:

Linkedin: linkedin.com/in/zachriggar/

Website:jobs.mlssoccer.com/

In this conversation, Tim talks about his career journey and deep expertise in customer obsession. Tim shares insights from his time at American President Lines, Sun Microsystems, Amazon, and Snapchat, highlighting how customer-centric mechanisms drive business success. He explains Amazon's approach, including systems like the Andon Cord and Customer Connection, and how customer obsession extends beyond customer service to every department. Tim discusses practical ways companies can implement these principles, emphasizing leadership accountability, risk-taking, and innovation. He concludes with key takeaways on embedding customer obsession into company culture and driving meaningful improvements in customer experience.

[02:12] Tim's Career Journey 

[06:34] Understanding Customer Obsession at Amazon 

[11:53] Customer Obsession Beyond Amazon 

[16:02] Implementing Customer Obsession in Practice 

[30:10] Adapting Customer Obsession Practices to Other Companies 

Connect with Tim Mueller-Hickler

LinkedIn: in/tim-mueller-hickler-2a6317/

Website: thinc-performance.com

Today's episode features Tom DeWitt, Ph.D., a globally recognized leader in customer experience management. As the founder and director of CXM at Michigan State University (MSU), Tom pioneered North America's first academic program in customer experience management. He is also the co-author of The Customer Excellence Enterprise, a book that redefines how organizations can embed customer-centricity into their DNA. Tom shares insights on transforming customer engagement, building a customer-centric culture, and the financial impact of exceptional customer experiences.

The discussion explores real-world examples, including a healthcare experience in Thailand, the concept of helpfulness as a guiding principle, and the 39 Bold Moves for achieving customer excellence. Tom also discusses the importance of customer loyalty, the role of leadership in CX transformation, and the groundbreaking MSU Master of Science in Customer Experience Management program.

[01:00] Tom’s journey in customer experience leadership

[05:00] The inspiration behind The Customer Excellence Enterprise

[09:00] A real-world example of customer excellence in healthcare

[12:40] The impact of the "Amazon Effect" on customer expectations

[19:00] 39 Bold Moves for achieving customer excellence

[25:00] Why leaders must model customer-centric behaviors

[29:00] Measuring emotional outcomes in customer experience

[31:00] The creation and impact of the MSU CXM program

[34:00] How CX education is transforming careers

[36:40] The future of customer experience management

Resources

• Connect with Tom DeWitt on LinkedIn: Tom DeWitt, Ph.D.
• The Customer Excellence Enterprise (Book by Tom DeWitt & Wayne Simmons) - Available on Amazon
• Michigan State University Master of Science in Customer Experience Management: MSU CXM Program

The discussion explores real-world examples from Starbucks,  Spotify and Aetna, highlighting both the opportunities and challenges of AI-driven personalization. David also introduces the Personalization Index, detailing five key dimensions that separate industry leaders from laggards. Finally, he offers insights on how companies can use AI and data to improve customer engagement and financial performance. 

[01:14] David's Career Journey 

[04:33] The Importance of Personalization 

[08:36] Personalization in Customer Experience 

[14:46] Motivation Behind Writing the Book

[16:39] The Personalization Index and Its Dimensions

[23:13] Unlocking New Opportunities with Personalization

Connect with David

LinkedIn: www.linkedin.com/in/daveedelman

Website: www.edelmanadvisoryservices.com

 [01.26] Professional Journey – Starting the conversation, Amanda shares where she ignited her passion for customer experience. 

[07.40] Outcomes – Amanda explains what outcomes they achieved at Resolver by bringing customers and employees together as a business decision. 

[13.13] Training programs - If training is the answer, what's the question? Amanda shares why training programs fail most of the time and what we need to do to get real outcomes form them. 

[19.37] Leadership and management – We discuss the distinction between change leadership and change management. 

[26.21] Training on empathy – Amanda walks us through how they train employees on building empathy in their onboarding program at Resolver. 

[32.55] Inspiration – Wrapping up the conversation, Amanda shares where she gets her inspiration in her life to keep going. 

Resources

Connect with Amanda

LinkedIn - linkedin.com/in/amandaono/ 

Website - resolver.com/ 

Twitter - twitter.com/amandaono 

Book by John P. Kotter

Leading Change – 

goodreads.com/book/show/51370.Leading_Change

[01:14] Background – Kimberly recounts the origins of her company, which she founded over two decades ago, and her professional journey. 

[04:36] Culture - Kimberly defines both corporate culture and leadership, and we talk about the relationship between the two. Also, we discuss the relationship between leaders and managers and whether one can be both, or if one must choose between being a leader or a manager.

[09:42] Disconnection -  Kimberly outlines why firms fail to give what employees want and why there seems to be a disconnect between the company, its executives and managers, and its employees.

[16:55] Culture in Japan -  What is the difference between the culture of Japan and Silicon Valley?

[19:07] Leadership - Leaders are responsible for creating and maintaining a strong organizational culture. This involves modeling the desired behavior, celebrating successes that align with the cultural values, and correcting or dismissing behavior that goes against the cultural norms.

[21:44] Culture - If you are a new leader and want to establish a company culture, Kimberly offers some suggestions on how to do so, as well as some actions you may take as an individual to alter an existing culture that is toxic or unappealing. 

[25:08] Action, Communication, and Thinking - The ACT framework is a simple and effective way for leaders to understand their roles and responsibilities.

Resources:

Connect with Kimberly:

LinkedIn: linkedin.com/in/scrappykimberlywiefling/

Website: wiefling.com/

Website: kimberlywiefling.com/

Silicon Valley Alliances: siliconvalleyalliances.com/

[02:37] Background –  Joe describes his professional career, including the steps that ultimately resulted in the launch of his company. 

[05:47] Wine Access –  How exactly does Wine Access cater to the needs of its customers? 

[09:09] NPS – NPS, CX, and the Wine Industry

[13:37] Personalization – Joe explains how quickly they swing into action when a customer is having a bad time with their service. On top of that, he details his company's usage of customization. 

[19:05] Customer Satisfaction -  We talk about how to strike a balance between maximizing profits and sales and providing a satisfying experience for customers.

[25:33] Guest’s Question: In response to the previous guest's question, Joe outlines his interest in philanthropy and donating.

Resources:

Connect with Joe:

LinkedIn: linkedin.com/in/joefisch/

Website: wineaccess.com/

App: apple.com/us/app/wine-access/id1642804318

[00:28] Journey – Stacy describes her exciting journey thus far. In addition, she details her work at Movano and the company's emphasis on women. 

[07:27] Wearable Technology - How has technology worn on the body progressed? How has the consumer's viewpoint evolved?

[09:41] Other Use Cases - Stacy shares where besides healthcare, she sees the most pressing need for wearable technology. 

[12:30] The Combination – Customer Experience, User Experience, and Product 

[18:49] The Future – What does the future hold for wearable technology?

[24:09] Guest Question – Stacy's Question: How do you find balance in your life and translate that into your working life?

Resources:

Connect with Stacy: 

LinkedIn: linkedin.com/in/stacysalvi/

[01:20] Janet's Background – Janet commences the conversation by detailing her background.

[05:54] Bill as a Leader - Janet gives Bill a leadership coaching session, during which she questions him on several themes and delivers insights. 

[11:56] Culture of Feedback – The concept of receiving regular feedback. 

[17:44] Coaching – Role of coaches, their impact and importance, and underlying reasons why most middle-aged individuals hesitate to get the support they need. 

[23:40] Tools for Success - How can middle-level managers ensure they are equipped with the necessary tools for success and do not lose personnel at their level or below?

[28:18] Inspiration –  Janet responds to the question of which leaders she admires and where she finds inspiration.

Resources:

Connect with Janet:

LinkedIn: linkedin.com/in/janetpolachphd/

Mentioned in the episode:

The Seven Mistakes New Managers Make: How to Avoid Them and Thrive: goodreads.com/book/show/61877493-the-seven-mistakes-new-managers-make

[01:03 Trey's Journey – Trey recounts his experience and describes what Fleetio offers its customers. 

[09:10] Evolution of the Team - Trey explains what he was looking for in the CX team when he joined Fleetio, how Trey structured the team, and the change in the team structure he is most proud of implementing.

[16:09] Team's success - Defining what constitutes success for the team.

[19:34] Customer Feedback - Trey describes how he will relay customer feedback to the product board.

[24:07] Customers' Success - How to measure the customers' success? How to balance focusing on different customer types and deciding whom the company wants to invest the most? 

[30:22] Future – Trey expresses his desires regarding his discipline.

[33:18] Trey's answer – Trey responds to the previous guest's questioning regarding the brand experience that has been relevant, proactive, and responsive to his needs.

Resources:

Connect with Trey:

LinkedIn: linkedin.com/in/treyhoffman/

[01:06] Peter's Journey - Peter recounts his professional journey, mentioning a couple of defining moments in his career. 

[04:53] Aigo.ai - We discuss Peter's company and the products he and his team deliver.

[07:16] Levels of Chatbots - Evolution of conversational AI technology. 

[11:31] Use Cases - Peter highlights some of the fascinating use cases he has observed, mentioning the B2C and B2B applications and the most significant issues with tech support in conversational AI. 

[21:33] Conversational AI - How will conversational AI technology affect our advancement as customers, and how will it improve our lives as individuals? 

[27:37] The Future – Peter outlines his predictions for the future of technology and his hopes for its improvement.

Resources:

Connect with Peter:

LinkedIn: linkedin.com/in/vosspeter/

Website: aigo.ai/

Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.

[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.

[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.  

[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his products when they are so diverse. 

[14:56] Customer Delight Features  - Customer delight is special. Mentioning that, Adam points out that the delight features are not readily apparent enough for customers to request.

[25:00] Adam's Advice – Adam's advice for other leaders who wish to launch their enterprise.

[29:15] Guest Question Answer – Adam mentions how he achieves balance in his life and applies it to his work.

Resources:

Connect with Adam:

LinkedIn: linkedin.com/in/adamnash/

Mentioned in the episode:

Website: daffy.org/

App: apps.apple.com/dk/app/daffy-charitable/“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.”

Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.

[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.

[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.  

[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his products when they are so diverse. 

[14:56] Customer Delight Features  - Customer delight is special. Mentioning that, Adam points out that the delight features are not readily apparent enough for customers to request.

[25:00] Adam's Advice – Adam's advice for other leaders who wish to launch their enterprise.

[29:15] Guest Question Answer – Adam mentions how he achieves balance in his life and applies it to his work.

Resources:

Connect with Adam:

LinkedIn: linkedin.com/in/adamnash/

Mentioned in the episode:

Website: daffy.org/

App: apps.apple.com/dk/app/daffy-charitable/

This episode of Be Customer Led with Bill Staikos features Fred Reichheld. Fred is one of the world's leading customer and employee loyalty experts. He is the Net Promoter System (NPS®) creator and has been called the "high priest" of loyalty by The Economist. Also, Fred is the founder of Bain's Loyalty practice and a fellow at Bain & Company, where Fred advises businesses on increasing customer and employee loyalty to boost business performance. In this episode, he explains how NPS enables enterprises to become genuinely client-focused, thereby releasing the potential for profitable expansion. 

[01:18] Fred's Background - Fred describes the milestones and turning points in his professional life. 

[03:04] Net Promoter System – Fred details about net promoter system and how to benefit from it. 

[08:03] Winning on Purpose: The Unbeatable Strategy of Loving Customers - Fred explains how customer affection translates into Net Promoter Score (NPS) or likelihood to recommend a product. 

[14:48] Best Gift - What is the best gift a company can give its employees? 

[18:31] More on NPS - The power of NPS, putting NPS into practice, and the concept of earned growth

[26:33] Advice – Fred provides guidance for CEOs to begin their journeys to success. 

[30:35] Fred's Question - Which business, brand, or product have you enthusiastically recommended to a friend, and why?

Recourses:

Connect with Fred:

LinkedIn: linkedin.com/in/fredreichheld/

Mentioned in the episode:

Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/en/book/show/58090620-winning-on-purpose

This week on Be Customer Led with Bill Staikos, we speak with Alicia Roach, Founder, and CEO of eQ8 and a global thought leader in Strategic Workforce Planning and Analytics. Alicia has spearheaded the development of a globally unique SWP solution, "eQ8," by combining her skills in complicated data analysis and sophisticated financial modeling with attractive visualizations and tales. EQ8 is an innovative, globally-unique, dynamic, and scalable SAAS platform for Strategic Workforce Planning. Also, Alicia's passion is assisting organizations in executing their purpose by knowing their existing and future workforce potential. In this episode, she discusses how organizations can take their Strategic Workforce Planning to the next level. 

[01:37] Background – Alicia describes her path, the company she co-founded, and how it earned its name," eQ8".

[09:23] SWP – What are the Strategic Workforce Plan, its outcomes, and its impact on the long-term health of the business

[23:32] SWP and CX - If you can improve the employee experience, it will benefit the consumer experience in numerous ways. Alicia mentions how she observes businesses utilizing SWP as a basis for getting a better customer experience. 

[27:36] The Future - Alicia's vision for the future of SWP.

[31:21] Previous Guests' question - Where would you choose to live and work remotely around the globe, and why? 

[32:21] Inspiration – Alicia discusses where she finds inspiration.

Resources:

Connect with Alicia:

Linkedin: linkedin.com/in/aliciaroach/

[01:29] Jennie's Journey – Jennie mentions distinguishing aspects of her career as she recounts her path to this point. 

[06:22] Evolution - How the role of customer experience has changed in the last five years.

[09:22] Core Tenants - Jennie's standpoint on the fundamental tenets of CX

[14:30] Technology and CX - The influence of technology advancements on customer experience.

[18:58] Culture – Jennie explores her role and its potential to change the culture and make the company more customer-focused. 

[23:20] CX – Jennie's reflections on the role of chief experience officer and the customer experience team

[30:18] Inspiration – We conclude the conversation by discussing Jennie's sources of inspiration and her question for the following guest.

Resources:

Connect with Jennie:

LinkedIn: linkedin.com/in/jennie-weber-31802531/

On this episode of Be Customer Led with Bill Staikos, Michael Hinshaw, President of McorpCX, joins us in conversation. Michael and his group assist businesses in improving their interactions with customers by applying digital and customer-centric innovations. Prominent analysts have hailed Michael as a pioneer in digital transformation and customer experience. In today's conversation, he expresses his thoughts on the evolution of customer experience management, discussing what has been happening in the CX space, what differentiates companies in the CX space, and where it's going.

[01:07] Micheal's Background – Michael shares his journey and the work he is currently engaged in while discussing how to identify opportunities while entering a new industry 

[07:23] Customer Experience - Michael defines customer experience and where he believes it should reside from an organizational structure viewpoint.

[11:03] Qualities and Skills - What leadership styles are the most effective in the CX space, and what qualities and abilities do such leaders possess?

[13:35] Core Tenants – Michael discusses the key tenets of customer experience and the areas where he believes the most significant roadblocks exist.

[23:22] CX in Real Business Outcomes - How to link customer experience management initiatives to real business outcomes. 

[28:58] The Future - We explore where technology and customer experience are headed.

[33:48] Last Guest's Question - Which business or product have you suggested to a friend, and why?

Resources:

Connect with Michael: 

LinkedIn: linkedin.com/in/mhinshaw/

Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv, growing the SaaS division's income is one of Grant's primary concerns. Grant oversees the software sales and client experience teams and the retention and monetization of Thryv's software customers. Throughout our conversation today, he shares how he supports more than 40,000 local businesses across the U.S. through a fully integrated, end-to-end customer experience platform, Thryv software. 

[01:03] Background –Grant discusses the aspects that have set him apart professionally and how he has applied those learnings to assist small businesses in improving their operations. 

[03:41] Thryv - How Thryv helps organizations improve their daily operations so they can focus on what they should be doing.

[06:55] Onboarding - What Grant does at Thryv and his thoughts on why the onboarding process is so crucial

[15:50] Customer-Focused Culture- Grant outlines how they help organizations improve operationally and culturally.

[17:41] Measure the Success - What metrics are used to gauge a company's success in relation to the customer's experience?

[22:19] CX - Grant expresses his views on customer experience as a board-level topic.

[24:23] The Future - Grant describes how he envisions the CCO's obligations will evolve over time.

[27:44] Never-again Error - The one mistake Grant will never repeat. 

[31:51] Inspiration – Sources where Grant draws his motivation and inspiration.

Recourses:

Connect with Grant:

LinkedIn: linkedin.com/in/grantfreeman/

Website: thryv.com/

Etie Hertz, CEO of Loris.ai, is featured in this episode of Be Customer Led with Bill Staikos. Currently, Loris provides customer service employees with real-time coaching. When transitioning to chat and email-based customer care, firms employ Loris to assist the support team’s shift to these more current channels of client communication. In 2019, Loris transformed into a technology firm with an interaction-level impact. They developed a software solution based on natural language processing that can be integrated with existing customer service platforms to guide agents in real-time with their best practice language suggestions. In 2021, Loris emerged from stealth mode as a potent AI solution in the form of a chrome extension. Having such expertise and experience, Etie investigates the influence of conversational AI on CX in great detail throughout today’s episode. 

[01:02] Etie’s Journey – Etie shares the defining aspects of his life and career that led him to become the CEO of Loris.

[04:05] The Evolution Of Conversational AI - How conversational AI has altered over the past 15 years and how the B2B sector has adopted this technology.

[08:18] Benefits – Etie describes some advantages of customer involvement he has observed while working with his clients. 

[12:32] Rush to Digitalization - Etie explores if he sees some individuals rejecting technology due to corporations pushing more digital towards them and whether businesses need to be more thoughtful about how they engage customers across several platforms.

[15:51] B2B and B2C - When it comes to the application of conversational AI technology, how do business-to-business (B2B) and business-to-consumer (B2C) organizations differ?

[19:51] Horizon – Etie expresses his thoughts on the future of conversational AI, emphasizing real-time conversational awareness and disclosing insights. 

[22:15] Digitally Immersive Environment  - We pondered what it might be like to have an agent in a digitally immersive environment.

[24:48] The Policy - Does Etie’s company have a policy that is so customer-friendly that it causes customers to perform a double take?

[26:30] Inspiration - Etie shares what has been influential to him.

Resources:

Connect with Etie:

LinkedIn: linkedin.com/in/etiehertz/

Website: loris.ai/

This episode of Be Customer Led with Bill Staikos features Marbue Brown. He is the founder of The Customer Obsession Advantage, an organization devoted to assisting businesses in achieving exceptional business outcomes through customer obsession. He is an experienced executive in the field of customer experience (CX) who has proven his ability to lead by example. Also, Marbue is a well-known speaker and published author on topics such as customer experience, business strategy, and economic policy. In today's episode, he explores in great depth a wide variety of topics pertaining to Customer Obsession and contrasts it with other topics.

[01:49] Introduction – Marbue discusses the ups and downs of his professional life. Furthermore, he talks about his upcoming book and the inspirations behind penning it. 

[09:59 Three Terms – Marbue outlines the distinctions between customer focus, customer-centricity, and customer obsession.

[14:23] Maturity Path - Is there a rung on the ladder of maturity that leads to a focus on the customer?

[28:10] The Next - After Customer Obsession is More Obsession.

[31:36] Inspiration – Marbue mentions the factors that have been an inspiration to him. 

[34:21] Biggest Roadblock - In response to the previous guest's question, Marbue explains why he believes maintaining established franchises is the most prominent hurdle organizations have in delivering customer-obsessed experiences, internally or externally.

[36:41] Marbue's Question – Marbue poses a question to the subsequent guest. In addition, he specifies when he intends to release his book for sale.

Resources:

Connect with Marbue:

LinkedIn: linkedin.com/in/marbue-brown-43a8a52/

Link to Marbue’s New Book: Blueprint for Customer Obsession

Erik Huberman, the Founder, and CEO of HawkeMedia, the fastest growing marketing consultancy in the United States, appears on this episode of Be Customer Led with Bill Staikos. Hawke Media began operations in 2014 and has seen its valuation rise to $75 million while expanding from seven to more than 150 workers. Among the many accolades bestowed to Hawke Media include spots on the Inc. 5000's "Fastest Growing Companies" list for 2017, the "50 Best Workplaces in Southern California" list from Fortune and Forbes' "Content Marketing Companies to Check Out in 2018" list. In today's episode, Erik discusses the underpinnings of marketing and the future of the field as a whole. 

[01:00] Erik's Journey – Erik discusses the distinguishing characteristics of his career while recounting his path to this point. 

[03:34] The Hawke Method – Erik explains the impetus behind the writing of his book.

[06:27] Three Pillars - Erik outlines how he works with and advises customers by referencing the three pillars outlined in his book: awareness, nurture, and trust.

[16:49] Social Media – Erik addresses the impact of social media on marketing and how social media has altered the nature of trust.

[21:23] The Future - Erik expresses his predictions for the future of marketing over the next few years.

[2437] Impact on CX - Erik outlines the effect of marketing on the customer experience, specifically how the three pillars described would affect the customer experience.

[25.35] Inspiration – Erik shares the sources from which he draws his inspiration.

Resources:

Connect with Erik:

LinkedIn: linkedin.com/in/erikhuberman/

Mentioned in the episode:

The Hawke Method: The Three Principles of Marketing that Made Over 3,000 Brands Soar:goodreads.com/en/book/show/60087797-the-hawke-method

[01:10] Ivonne's Story - Ivonne recounts her journey while discussing her eclectic job. In addition, she describes the company for which she works, "Avocados from Mexico."

[07:31] Innovative Marketing – Ivonne discusses the reason behind combining marketing and innovation and how they function together. She also offers her opinion on whether marketing firms would benefit from incorporating more innovation-related disciplines into their teams or responsibilities. 

[11:56] Difficult Balance – Ivonne outlines her approach to marketing while serving all these partners along the value chain.

[17:15] CX – Ivonne presents her views on the customer experience concerning her role in marketing. 

[20:37] Brand vs. Experience - Some say the brand is experience. Some say experience is the brand. Ivonne expresses her opinion on whether she agrees or disagrees with a particular camp and the possibilities of connecting the two.

[22:50] The Future - Ivonne explains how she believes marketing will evolve over the next couple of years, and what she means by combining brand and performance is where marketing is headed. 

[25:04] Driving Factors - Ivonne outlines some of the ecosystems generating a great deal of change in the marketing sector. In addition, she analyzes if a marketing leader requires any new skills or resources in light of these changes. 

[29:44] Inspiration – Ivonne reveals where she finds inspiration.

Resources:

Connect with Ivonne:

LinkedIn: linkedin.com/in/ivonnekinser/

Website: ivonnekinser.com/

On this week's episode of Be Customer Led podcast with Bill Staikos; the special guest is Corey Ashton Walters, the Founder, and CEO of Here. "Here" makes it possible for people all over the world to invest in holiday rentals online and receive passive income from the asset class with the most significant yield in real estate, all without lifting a finger. In today's episode, Corey takes the listeners along on his journey as an entrepreneur, sharing his experiences and the lessons he's learned along the way. 

[00:32] Corey's Journey – Presenting a concise overview of his company's business model, Corey shares how this path ultimately led him to start "Here." 

[13:57] Development Process – Corey describes how he uses client insights into his development process. 

[16:51] Advice – Corey imparts his guidance to business owners and other entrepreneurs. 

[19:30] Superfan - Corey discusses how to recognize a superfan and how he has included them into his company's growth strategy.

[24.47] Name – Corey recounts the sequence of events that led him to choose the name "Here." 

[28:54] Guest's Question - In response to the prior guest's question, Corey expresses his thoughts on reducing acquisition costs. Also, he poses a question for the following guest. 

[34:24] Inspiration – Corey mentions where he finds inspiration.

Resources:

Connect with Corey:

LinkedIn: linkedin.com/in/coreyashtonwalters/

Mentioned in the episode:

The Practicing Stoic: goodreads.com/book/show/37886498-the-practicing-stoic?from_search=true&from_srp=true&qid=8KYEW83BHY&rank=1

[01:17] Background - Bella recounts her life and career, mentioning the path that led her to become an expert in customer experience.

[03:56] CX in Kenya – Bella discusses the current state of customer service in Kenya and how she believes it may have changed over the past several years.

[08:09] Core Tenants – Bella shares her take on the fundamental principles of customer experience. In addition, she describes how the COVID epidemic has altered her perspective or method for reaching the consumer or employee voice.

[16:05] Technology – We discuss how technology has shaped a new direction in the consumer experience. Additionally, Bella lists a few tools she is eager to use and begin testing.

[26:54] Advice - As a frontrunner in the CX industry, Bella guides individuals who wish to head a function or team.

[31:46] Inspiration – Bella mentions the people she admires and where she finds inspiration.

Resources:

Connect with Bella:

LinkedIn: linkedin.com/in/rosebella-abok-10951a19/?originalSubdomain=ke

Christopher Willis, Chief Marketing Officer and Chief Product Officer of Acrolinx, joins us on this episode of Be Customer Led with Bill Staikos. Chris is regarded as a very innovative and results-driven CMO with a track record of building effective marketing and sales groups. Also, he is accountable for all areas of the organization’s marketing strategy. Moreover, Chris specializes in content governance, artificial intelligence, and pipeline management. In today’s discussion, we dive deep into various aspects concerning the improvement of content and its effect on the customer experience. 

[01:10] Background – Chris shares his journey to this point and highlights the characteristics that set him apart. 

[06:03] Acrolinx - Chris outlines Acrolinx’s fascinating AI and content-related projects. He then elaborates on AI’s impact on content development, curation, and consumption since its adoption. 

[15:48] Content as an Asset - Numerous businesses consider content an afterthought rather than an asset. Chris describes what he believes companies lack on the experiential side, especially when explaining its value for the first time.

[20:36] C - Level Initiative – Chris explains how revenue modeling resulting from content governance becomes a C-level endeavor. 

[23:33] Content Fitness – Chris gives an excellent explanation regarding the idea of content fitness.

[29:46] Horizontal Solution – Chris discusses the corporate sizes to which their service extends and whether or not it is genuinely an enterprise-level solution. 

[32:13] Inspiration – Chris mentions the business executives he looks up to most and why he does so. He also notes where he gets his inspiration.

Resources:

Connect with Christopher:

LinkedIn: linkedin.com/in/cpwillis/

Website: www.acrolinx.com

[01:06] Yoav's Background - Yoav describes the journey that finally led him to start Walnut. 

[03:08] Walnut – Yoav describes what problem he was attempting to answer with Walnut, how he came up with the company's name, and how long it took him to develop a platform from concept to prototype. 

[07:45] Sales Experience – Yoav explains his point of view on why he believes many people have forgotten about the importance of sales experience. 

[09:16] Service – Yoav discusses the services that his organization provides and the motives behind delivering such services. 

[12:28] Demos as Assets - Yoav offers an explanation as to why businesses do not view demos as an asset. 

[15:35] Data – Yoav further elaborates on Walnut's services and discusses the direction he believes the sales experience will take as a differentiator for organizations. 

[24:07] Inspiration – Yoav mentions the business executives he admires and the sources he frequents to be inspired and energized.

Resources:

Connect with Yoav:

LinkedIn: linkedin.com/in/yoav-vilner/

Website: yoavvilner.com/

On this week's episode of Be Customer Led with Bill Staikos, our guest will be Manish Goel, the Chief Executive Officer and Co-Founder of TrustSphere. In the fields of Relationship Analytics and Organizational Network Analysis, TrustSphere is the company that has established itself as the undisputed market leader. They assist companies in capitalizing on one of their most precious assets - the collective relationship network. Throughout today’s episode, we dive into relationship analytics and how businesses can utlilize it to improve their growth.

[01:06] Background – Manish outlines his journey and the factors that distinguished his profession and led to TrustSphere. 

[02:18] TrustSphere - Manish talks about his company and what they do for clients.

[05:59] Use cases - Manish describes the primary use cases that he observes many of his clients considering for his company's work.

[07:27] Inclusiveness – Manish explains how he considers gauging inclusion in an organization by examining details about the individuals. 

[10:19] Leadership Network – Manish discusses observations he has made that he deems vital in the leadership network. 

[14:36] CX – Manish illustrates how companies can enhance the customer experience through relational analytics. 

[19:04] Business Outcomes – Manish demonstrates how firms may boost their revenue and top-line growth by utilizing relational analytics.

[21:09] The Future – Manish discusses the direction he believes his work will take over the next three to five years and the aspects of his job that excite him the most.

[23:32] Predictions - As the capability of relationship analytics improves, Manish mentions what else he thinks may be quite intriguing in terms of predictive aspect. 

[25:33] Inspiration – Manish describes his business role models and sources of inspiration.

Resources:

Connect with Manish:

LinkedIn: linkedin.com/in/manishgoelts 

Website: trustsphere.com/

Email: manishgoel@trustsphere.com

This week on Be Customer Led with Bill Staikos, we have an in-depth interview with Brad Quinton, an entrepreneur, and researcher who has consistently pushed the technological frontier. Brad is the CEO and CTO of Singulos Research, Inc, which focuses on developing cutting-edge software and intellectual property (IP) to enable Deep Learning-based solutions for Augmented and Mixed Reality applications. Throughout the episode, we discuss Brad's previous work and his perspectives on various aspects of augmented reality, particularly regarding how AR Advances may alter experiences. 

[01:24] The Journey - Brad recounts some distinguishing aspects of his profession.

[04:32] Singulos Research Inc. – Brad mentions the problem he was attempting to remedy in the world that prompted him to create this firm and how he chose the names, Singulos and Perceptus. 

[07:38] Definitions – Brad discusses the distinctions between augmented reality, virtual reality, and mixed reality. 

[09:58] Perceptus Platform – Brad outlines the distinguishing characteristics of the Perceptus Platform and some of the use cases that personally thrill him the most.

[14:44] AR Technology - Brad mentions when he anticipates that augmented reality (AR) technology will be widely available and how he believes people would react to such a change. 

[22.39] Consumer Demand - Brad explores whether consumer demand drives technological innovation or whether technological innovation drives consumer demand. 

[25:04] Privacy – Brad comprehensively analyzes data security versus privacy. 

[30:42] Inspiration – Brad describes the business executives he admires and the sources of his inspiration.

Resources:

LinkedIn: linkedin.com/in/brad-quinton-489a423/?originalSubdomain=ca

Website: singulosresearch.com/

Mentioned in the episode:

What if AR could see: perceptusai.com/

Technical content is something that often goes unnoticed by many organizations but is able to deliver immense value when used correctly. This week on Be Customer Led with Bill Staikos, we have a deep conversation with an expert in strategic product content, Gal Oron. Gal is the CEO of Zoomin, a firm that helps businesses improve customer experience by utilizing the power of product content. Throughout the episode, we dive into why content is important and how it can be a valuable asset to businesses.

[01:14] Gal’s Story – The story of how Gal transitioned from a military career as a pilot to starting his own company and the problems Zoomin is solving for its clients.

[05:30] Business Journey – How Zoomin’s business and its services have evolved over the last few years.

[08:44] Content Consumption – We take a deep dive into how different companies use technical content for their internal operations and building communities.

[12:38] Content as an Asset – The value technical content adds to a business and why businesses should view technical content as a strategic asset.

[15:24] Content & CX – How content influences the customer experience and what Zoomin offers to its clients to help them identify and resolve points of friction.

[20:05] Content & Policy – How content can give insight into how a company’s policies are influencing its employees and customers.

[26:26] CX Community – Gal talks about the community his company created for CX people and how it’s been growing.

[29:38] The Future – Gal’s thoughts on how the utilization of technical content as a strategic asset may evolve in the coming years.

[34:45] Inspiration – We ask Gal where he gets inspiration for success in his personal and professional life.

Resources

Connect with Gal

Website: www.zoominsoftware.com

LinkedIn: linkedin.com/in/gal-oron-6857902

FLOURISH Community: www.zoominsoftware.com/flourish

[01:24] Background - Teresa describes her journey so far. She also talks about the firm she works for, TreviPay, and what inspired her to start her own company, Lucid Startup Consulting. 

[05:51] Design Sprints- Teresa defines the phrase "design sprint" and shares her ideas on when firms require design sprints and the outstanding results she has witnessed from design sprints. 

[11:11] The Mix of Roles – Teresa mentions, in addition to engineers and others, who else she prefers to include in this process, elaborating on the optimal blend of individuals or jobs where she found the most success with the design sprint model. 

[13:06] Team - Teresa shares the engagement framework she employs and how she leads her team virtually. 

[17:44] Problems – Teresa describes how she addresses a few of the most common team management challenges. 

[25:42] Integration - Teresa explains why more businesses do not adopt the agile process's incorporation of human-centered design and design thinking. 

[28:18] KPI – Teresa discusses the metrics businesses should implement to determine whether or not their design sprint process has been successful. 

[30:12] Roadblocks -  Teresa points out the obstacles that prevent firms and brands from genuinely focusing on the customer and making decisions in their best interest. 

[32:13] Inspiration - Teresa outlines where she finds inspiration.