Shows
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXResident Expert: Bill Staikos on the market activity in 2025 MarTech & CX platforms and what 2026 will bringAs a marketing leader, you often spend so much time on the strategies and tactics that keep your brand growing that it’s difficult to keep up with what’s going on in the background with the platforms and the companies behind them.
While agility requires a flexible technology stack, it also requires a leadership mindset that can distinguish market noise from genuine strategic opportunity, and filter out the hype to understand the shifts that can impact customers and the bottom line. The ability to pivot your people, processes, and platforms in response to major market shif...
2026-02-0525 minThe Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXResident Expert: Bill Staikos on the market activity in 2025 MarTech & CX platforms and what 2026 will bringAs a marketing leader, you often spend so much time on the strategies and tactics that keep your brand growing that it’s difficult to keep up with what’s going on in the background with the platforms and the companies behind them.
While agility requires a flexible technology stack, it also requires a leadership mindset that can distinguish market noise from genuine strategic opportunity, and filter out the hype to understand the shifts that can impact customers and the bottom line. The ability to pivot your people, processes, and platforms in response to major market shif...
2026-02-0525 min
Be Customer LedBrian Schiff on How Voice AI Is Improving Customer Service ConversationsMeet Brian Schiff, Co-Founder and CEO of Flip, a purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands.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...
2026-01-1441 min
Be Customer LedMatt Marcotte on Creating Cultures That WinMeet Matt Marcotte, the founder of The M2 Collaborative, a leadership coaching and brand strategy consultancy.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."...
2025-12-1038 min
The Experience EdgeEp. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der VeerMost CX teams struggle to show ROI because they’re looking in the wrong place. CX isn’t just one metric and it was never meant to be. As Jochem van der Veer explains, leaders don’t fund sentiment… they fund outcomes.In this episode, Jochem breaks down the three ROI lenses every mature CX organization uses to quantify impact across the business: customer outcomes, operational efficiency, and strategic influence, and how they work together to reveal the full-stack value of customer experience.If you want CX to be taken seriously, stop defending it with dashboar...
2025-12-1014 min
Be Customer LedEJ Kritz's on the Next Generation of Bank BranchesMeet EJ Kritz, Chief Experience Officer of DBSI, a company focused on designing the bank branch of the future. He explains how DBSI brings together design, technology, digital signage, and modern banking tools to create better in-person experiences. 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 se...
2025-12-0338 min
Doing Customer eXperience Right In The AI Era | Stacy ShermanBest Leadership Advice: 200th Doing CX Right Podcast HighlightsWhat's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development. You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach...
2025-12-0148 min
Be Customer LedCasey Denby on Scaling Human Performance with AIThis discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.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...
2025-11-2648 min
Be Customer LedBrad Shaw on Clean Knowledge Bases: The Key to Effective AI OutcomesThis conversation explores the career journey of Brad Shaw, CEO of Livepro, and his views on knowledge management in the age of AI. 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 s...
2025-11-1938 min
Be Customer LedMatt Bruno on How AI and People Work Together to Improve Customer ServiceIn this talk, Matt Bruno, Chief Revenue Officer at Laivly, explains how Laivly grew during the pandemic and how its AI tools make customer service agents' work easier and more effective.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 ...
2025-11-1242 min
The CX IconoclastRewiring CX: Bill Staikos on Human-Centered AI and the Future of Experience LeadershipIn this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the center. The conversation covers the pitfalls of “product-led growth” thinking, the impact of AI on both customer experience and...
2025-11-0336 min
The Experience EdgeEp. 47 - How to prove the business value of customer experience - ReflectionsIf you can’t map customer experience to a business metric your CFO already obsesses over, you’re playing the wrong game.”That’s how Bill Staikos - former Global Head of Experience at BNY Mellon and CX leader at American Express, JP Morgan, and Freddie Mac - describes the future of customer experience.In this episode, Jochem van der Veer (TheyDo) reflects on his recent podcast episode with Bill, unpacks what it really means to tie customer outcomes to business results, and why most CX teams are still speaking the wrong language.What You’ll Learn...
2025-10-1506 min
Be Customer LedGregorio Uglioni on Keys to Human Centric TransformationToday's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founder and host of the CX Goalkeeper podcast. 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 p...
2025-10-0237 min
Be Customer LedMark Levy Decodes the Psychology of CX 101Want to know why customers really stay loyal? It starts with psychology!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 p...
2025-09-1133 min
The Experience EdgeEp. 40 - Experience starts with the CFO - Bill StaikosIn this episode of The Experience Edge, Jochem van der Veer sits down with Bill Staikos, a globally recognized CX leader with more than two decades of experience driving customer and employee experience transformation in financial services, consulting, and tech. Bill shares his candid perspective on the state of CX today, including why the function has struggled to mature, what it takes for leaders to earn a true seat at the executive table, and why journeys remain critical to connecting silos.Together, Jochem and Bill dive into the challenges of aligning CX to business strategy, the role...
2025-09-1054 min
CX PassportThe One With the Future of Customer Experience - Bill Staikos E230 Greatest HitsWhat's on your mind? Let CX Passport know...What will customer experience actually look like five years from now?In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking.Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — moving beyond survey teams and jargon to delivering business-aligned results. Bill breaks down ho...
2025-09-0936 min
Be Customer LedBrian Solis on Mindshift: Reimagining Customer Experience in the Age of AIIn this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, "Mindshift", and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth.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...
2025-09-0438 min
Be Customer LedJean-Pierre Lacroix on Transforming Your Brand Through Emotional ConnectionIn today’s episode, Jean-Pierre Lacroix, President of SLD (Shikatani Lacroix Design), talks about the “blink factor,” a concept first discovered in 1993 with Pizza Hut. He explains how 40% of brand recognition comes from color and shape, and why emotions drive 80% of buying decisions. Drawing from his book “Think Blink Manifesto”, Jean-Pierre shares examples of brands that succeed by building emotional connections and warns of the risks that arise when brands lose authenticity.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-Pierr...
2025-08-2827 min
Doing Customer eXperience Right In The AI Era | Stacy Sherman188. How to Drive Strategic Growth with Customer Journey Orchestration | Bill StaikosMany companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them. Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing te...
2025-08-2537 min
The Delighted Customers Podcast with Mark SlatinRethinking AI Strategy in Customer ExperienceIs your business rushing into AI without really understanding how it fits into your strategy—or worse, letting "FOMO" drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today's C-suite faces: not just adopting new technology, but making sure it's purpose-built to enhance both customer and employee outcomes. Bill's candid, practical ap...
2025-08-1432 min
Be Customer LedNick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenchesToday's episode features Nick Glimsdahl, a contact center strategist and podcast host, for a deep dive into the evolving role of AI in customer experience. Nick, recognized as one of ICMI's top 25 thought leaders of 2025 and author of "The Heart of Service", shares his unique perspective on blending empathy with technology. 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...
2025-07-3036 min
Be Customer LedNoam Fine on Reimagining Customer Experience with Autonomous AINoam Fine, CEO of Hear.ai, joins today's episode to explore how generative AI is revolutionizing customer experience (CX), particularly within contact centers. Noam explains the shift from using multiple specialized tools to a single autonomous AI platform that learns from customer interactions, enhances compliance, automates quality assurance, and delivers real-time insights.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.
2025-07-2538 min
Be Customer LedKen Hughes on Humanizing Customer ExperienceToday's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experiences. 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.
2025-07-0944 min
Be Customer LedMartin Palamarz on Scaling Impact with Journey Management and AIThis episode features Martin Palamarz, co-founder and Chief Customer Officer at TheyDo. Martin shares his global career journey, working with iconic brands like IKEA, Volvo, Nike, and Adidas from Sweden to the UK. He explains how his passion for customer behavior and Agile practices led to co-founding TheyDo to help enterprises act on customer feedback at scale. 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] M...
2025-06-2642 min
Be Customer LedDr. Chitra Ranganathan on Leading with Data at ScaleIn this episode, we meet Dr. Chitra Ranganathan, Head of Data Science and Analytics at Atlassian. She shares her inspiring journey from academia to top roles at Microsoft, Amazon, and now Atlassian. Dr. Chitra talks about designing better employee and customer experiences using data, including her work on Amazon's groundbreaking feedback system, Amazon Connections. She explains how AI and machine learning help turn data into action and offers thoughtful advice on staying customer-focused in the long run. [01:47] Dr. Chitra's Career Journey [07:37] Insights from Dr. Chitra's Career [10:55] Amazon's Employee Feedback Program: Amazon Connections ...
2025-06-1837 minBe Customer LedBrett Frazer on Connecting Employee and Customer ExperienceMeet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Brett emphasizes the vital link between employee and customer experience, illustrated through real-world examples and his Five A's framework—Acknowledge, Align, Assist, Advise, and Ask. Throughout the conversation, Brett explains how these principles drive long-term customer loyalty and business profitability.[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 Re...
2025-04-1643 minBe Customer LedZach Riggar on CX Lessons From MLS On Strategies For Fan EngagementIn today's episode, Zach Riggar, Vice President of Digital Marketing for Major League Soccer (MLS), shares his extensive career journey, highlighting his work with big brands and his role in the evolution of digital marketing in sports. He discusses MLS's growth, fueled by innovative technology, high-profile players like Lionel Messi, and the upcoming 2026 World Cup. Zach emphasizes the emotional nature of sports marketing, strategies for fan engagement, and the importance of balancing brand and performance marketing. He also talks about how MLS clubs shape fan experiences, the significance of first-party data, and the league's approach to growing its fanbase.
2025-04-0226 minBe Customer LedTim Mueller-Hickler on Customer Obsession in ActionMeet Tim Mueller-Hickler, the Founder of Thinc-Performance and a former VP at Snap Inc. and Amazon, specializing in customer obsession, platform integrity, and employee services. 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 a...
2025-03-0536 minBe Customer LedTom DeWitt on Creating a Culture of Customer-CentricityDiscover how businesses can shift from transactional models to customer excellence enterprises!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...
2025-02-2638 minBe Customer LedDavid Edelman on AI-Driven Personalization and Customer StrategyToday's episode features David Edelman, Harvard Business School fellow and author of Personalized: Customer Strategy in the Age of AI. David shares his career journey from consulting at BCG to leading digital transformation at Digitas, McKinsey, and Aetna. He explains why personalization is more than just a marketing tactic—it's a strategic tool to enhance customer experience and drive business growth. 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 o...
2025-02-1933 min
CX PassportThe One with the 2024 First Class Holiday Special part 2 - E197What's on your mind? Let CX Passport know...🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...CHAPTERS0:00 Rick Denton (host introduction)1:18 Bill Staikos7:19 Alyona Medelyan11:44 Kojo Hayford16:57 Lauren Feehrer22:11 Adam Scott28:46 Celi...
2024-12-3132 min
The CXChronicles PodcastLessons From 250 Episodes With Customer Focused Business Leaders From Across The WorldHey CX Nation,We're celebrating a huge milestone with this week's episode. Over the last 6+ years we've captured and chronicled 250 unique episodes & stories with various customer focused business leaders & Founders from across the world.We decided for this episode to go back and feature some of the best learnings, findings & CTAs from some of our favorite guests over the years & break them out into short-clips across the Four CX Pillars: Team, Tools, Process & Feedback.Our goal was to aggregate the key learnings & findings for future Founders & Executives to use as a foundation when...
2024-11-2657 min
CX Leadership Talks#12 The CX Visionary: Bill Staikos on Redefining Experience ManagementIn this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy.
This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.
2024-02-2647 min
CX PassportThe one with the future of Customer Experience - Bill Staikos SVP at Medallia E155What's on your mind? Let CX Passport know...🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...CHAPTERS0:00 Introduction6:00 The 4 Personas of a CX leader8:30 Future Thinking in Customer Experience11:00 The promise of Gen AI for customer experience16:15 The evolution of CX as a discipline19:12 Change Management and CXOs20:141st...
2024-02-2036 min
The Magenta Mix PodcastMixing it up with Bill StaikosDiscover the Connection between Purpose, Strategy, Culture and Customer Experience.In this episode, we will explore an important topic, customer experience, guided by our special guest, Bill Staikos. Bill is the Senior Vice President & Executive Advisor at Medallia, the global leader in enterprise experience management software. Bill is a globally recognized advocate for customers and employees alike. His influence doesn't stop at his day job, he hosts the award-winning podcast "Be Customer Led" reaching listeners in over 100 countries. Bill also co-founded the "Monday Mentor Meetup" LinkedIn group, which is dedicated to helping customer and employee experience leaders accelerate...
2024-01-3035 min
Be Customer LedAmanda Ono on Migrating from Customer to Employee ExperienceThis week’s episode of the Be Customer Led podcast features Amanda Ono, Chief Human Resources Officer at Kroll. When she was in college, her passion was the interaction between teams and leaders and how they worked together to drive results. She worked in a wide range of positions, including recruiting, training, and building leadership programs, which led her towards the specific title she holds now. In today’s conversation, we talk about migrating from customer experience to employee experience. [01.26] Professional Journey – Starting the conversation, Amanda shares where she ignited her passion for customer experience. [07.40] Outcomes...
2023-02-2432 min
The Delighted Customers Podcast with Mark SlatinWhat Leaders Must do Today to Compete in the Future with Bill StaikosWhat Leaders Must do Today to Compete in the Future Bill Staikos is a CX thought leader and futurist. Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture. Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners. In this episode we cover: Avoiding the survey break-fix tra...
2023-02-1643 min
Be Customer LedKimberly Wiefling on Developing Culture and Leadership That Has Impact.mp4Today's episode of Be customer Led features Kimberly Wiefling, founding member & global consultant at Silicon Valley Alliances. Her superpower is uniting people of different nationalities, cultural backgrounds, and aesthetic preferences to accomplish a common goal. Kimberly has worked in the United States, Europe, and Asia. Also, she has visited Japan more than a hundred times to work with the culturally diverse staff of globalizing Japanese businesses. Throughout our conversation today, she imparts invaluable advice on creating an influential culture and leadership. [01:14] Background – Kimberly recounts the origins of her company, which she founded over two decades ago, and her...
2023-02-0831 min
Be Customer LedJoe Fisch on How CEOs Can Focus on the CustomerThe CEO of Wine Access, Inc., Joe Fisch, joins Bill Staikos on this week's episode of Be Customer Led. Through careful selection, engaging narratives, and impeccable provenance, Wine Access makes finding and enjoying the world's most inspiring wines simple. During this episode, Joe discusses a variety of the experiences, insights, and perspectives that he has gained throughout his time working in the wine industry. [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 customer...
2023-02-0129 min
Be Customer LedStacy Salvi on Wearables and the Customer ExperienceThis week on Be Customer Led with Bill Staikos, we interview Stacy Salvi, Vice President of Strategy at Movano Health. Movano Health is creating a portfolio of purpose-driven healthcare products to bring medical-grade, high-quality data to the forefront of consumer health devices. They are on a mission to empower and inspire you to live a healthier, happier life by integrating crucial health data with individualized intelligent feedback in stylish form factors tailored to your specific lifestyle and present you with the data most important to you. Throughout today's episode, Stacy elaborates on Movano's mission and delivers her insights on...
2023-01-2527 min
Be Customer LedJanet Polach on LeadershipJanet Polach, executive coach, speaker, author, and retired marine, joins Bill Staikos for this week's episode of Be Customer Led. Janet has extensive training and expertise as an executive coach and leader-builder. Leaders throughout the world have benefited from her coaching and guidance. She has a Ph.D. in Organizational Leadership and Development from the University of Minnesota and is a retired Marine lieutenant colonel. Today's session focuses on her insights and advice for aspiring and established leaders alike in the realm of coaching.[01:20] Janet's Background – Janet commences the conversation by detailing her background.[05:54] Bill as...
2023-01-1829 min
Be Customer LedTrey Hoffman on Building out a Customer Experience TeamTrey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global organizations to track, analyze, and enhance fleet operations. In today's episode, Trey, who has a deep-seated interest in assembling formidable teams to aid clients in achieving their goals by employing novel approaches, discusses his experiences in this regard.[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 str...
2023-01-1138 min
Be Customer LedPeter Voss on Conversational AI and CX ImpactThe current generation of chatbot technology utilized in business and consumer settings has significant shortcomings, such as a lack of long-term memory, interactive learning, deep contextual knowledge, and the inability to reason or explain itself, making conversing in a meaningful manner impossible. Our guest today is Peter Voss, the founder/ CEO/ chief scientist at AGI Innovations & Aigo.ai. Aigo.ai is the most sophisticated platform available for natural language interaction. It is implemented utilizing 'The Third Wave of AI,' a cognitive architecture resembling the brain. In this episode, Peter explores the past, present, and future of conversational AI...
2023-01-0434 min
Be Customer LedAdam Nash on the Product Experience“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 gain...
2022-12-1533 min
Chief Evangelist with Ethan Beute005 Bill Staikos (Medallia) on Moving Up the Maturity Curve Through EvangelismHave you ever put yourself in your client's shoes? Have you ever seen it from their perspective? Have you ever let your community drive the agenda? Today’s guest is Bill Staikos, SVP/Evangelist & Head of Community Engagement at Medallia. Bill joins Ethan Beute and shares how it is important to walk a mile in the buyer’s shoes - something he's done because he's been the buyer. Bill also discusses how he managed the relationship between his company and his own media property, Be Customer Led. Don’t miss the advice Bill gives on how people will rea...
2022-12-0850 min
Be Customer LedFred Reichheld on the Importance of Customer Love“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 that get recognized and rewarded by teammates.”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 advis...
2022-12-0734 min
Be Customer LedAlicia Roach on Strategic Workforce Planning“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its workforce.”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 Plan...
2022-11-3032 min
Be Customer LedJennie Weber on CX - Where We've Come From and Where We're GoingThis episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy. With over a thousand stores and over a hundred thousand employees in the United States and Canada, Best Buy addresses essential human needs in areas such as productivity, security, health, entertainment, and connectivity. In today's discussion, Jennie shares her insights and experience gleaned from over two decades of consumer marketing and strategy formulation.[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...
2022-11-2233 min
Be Customer LedMichael Hinshaw on the Evolution of Experience Management“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.”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...
2022-11-0937 min
Be Customer LedGrant Freeman on the B2B Experience“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 on their business, and then how we can be the solution and solve that gap.”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...
2022-11-0232 min
Business Transformation Pitch with The CX GoalkeeperThe intersection between CX and EX with Bill StaikosThe CX Goalkeeper had the great opportunity to interview Bill Staikos LinkedIn Headline: Highlights: 00:00 Game Start 00:33 Bill's introduction 03:51 Bill's value 06:15 What is the intersection between Customer Experience and Employee Experience? 09:21 Why is this intersection getting more and more important? 14:05 Experience design, insights & Culture 16:11 How to leverage insights to improve this intersection 20:37 what are the key elements on experience design? 23:59 what are the most important points to nurture a positive genuine culture? 27:39 Some examples 29:23...
2022-10-3137 min
Be Customer LedEtie Hertz on Conversational AI impact on CX“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 that to your benefit.”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 s...
2022-10-2728 min
Be Customer LedMarbue Brown on Customer Obsession vs Everything Else“You don't move past obsession. I guess what's beyond obsession is more obsession.”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 wi...
2022-10-1934 min
Be Customer LedErik Huberman on Marketing Principles and the Future of Marketing“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 purchase and after that.”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...
2022-10-1229 min
Be Customer LedIvonne Kinser on Is Experience the Brand or the Brand the ExperienceThis episode of Be Customer Led with Bill Staikos features Ivonne Kinser. Ivonne is the Vice President of Marketing and Innovation for "Avocados from Mexico." She is in charge of the high-performance team and the company's innovation strategy, both of which helped propel "Avocados from Mexico" to the top of the branding category on Fast Company's 2021 list of the world's most innovative companies. Throughout our discussion today, she shares her insights on whether the experience itself is the brand or the brand itself is the experience.[01:10] Ivonne's Story - Ivonne recounts her journey while discussing her eclectic...
2022-10-0529 min
Be Customer LedCorey Walters on Product Experience and Impact on Customers“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 driving customer acquisition costs down, which is something we think a lot about.”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 with...
2022-09-2834 min
Be Customer LedBella Obudho on Setting Up a CX Team for SuccessThis 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 Media Group (ROAM), one of Africa's major digital publishers, offering global businesses to access targeted audiences nationally, regionally, and continentally. Bella is regarded as a thought leader in ROAM Africa, where she manages the CX Centre of Excellence (COE) and drives the adoption and accountability of NPS best practices. Throughout the span of today's episode, we delve into a diverse range of topics pertaining to the process of setting up a...
2022-09-2234 min
Be Customer LedChristopher Willis on Making Content Better with And Impact on Customer Experience“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 real difference.”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...
2022-09-1532 min
Be Customer LedYoav Vilner on Don't Forget About the Sales Experience in the JourneyThis 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, he is a startup adviser for Google, Microsoft, Yahoo, and United Nations-affiliated accelerators. While discussing Yoav's journey with Walnut in today's conversation, we delve deeper into the relevance of sales experience for the success of a business.[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 nam...
2022-09-0724 min
Be Customer LedManish Goel on Organizational Network & Relationship Analytics“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, around levels of engagement.”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 thei...
2022-08-3128 min
Be Customer LedBrad Quinton on How AR Advances will Reshape Experiences“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.”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 a...
2022-08-2431 min
Be Customer LedGal Oron on Content as an Asset“In essence, we identified an asset that was completely overlooked but can drive very smart insights.”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 valu...
2022-08-1736 min
Be Customer LedTeresa Cain on Running Design Sprints for ImpactThis 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 product vision, strategy, and user experience of a B2B financial technology SaaS platform. She is also the founder and chief executive officer of Lucid Startup Consulting, a company that advises start-up businesses on their strategy and vision. Teresa has over 15 years of experience directing worldwide product and user experience teams. Also, she has extensive expertise in leading B2B and B2C product management, product design, research, strategy, and innovation.
2022-08-1034 min
Be Customer LedKen Thompson on Organizational Change and Impact on Customers & Employees“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 need to design the organization to deliver different results.”This week on Be Customer Led with Bill Staikos, we’re having a deep conversation about organizational change with Ken Thompson, principal partner and CEO of AlignOrg Solutions. In his current role, Ken has led multiple successful strategic organization transformation initiatives with Google, FedEx, Adobe, and many other global industry leaders. Throughout today’s episode, Ken shares his expertise in organization design, oper...
2022-08-0438 min
GROW B2B FASTEREp 61 - Bill Staikos - Building Successful Communities & Leveraging Thought Leadership for B2B GrowthHow can you build active communities as a B2B company?Bill Staikos, Senior VP at Medallia, talks to Sammy about his experience in community building, what leverages Medallia's community, and how his personal brand on LinkedIn plays into it.What's in it for you:1. Why and how Medallia invests in their client led community & community events to drive growth2. How B2B companies can start building active communities3. Who to hire to be successful with community building4. How Bill sets his focus for content topics for thought leadership5. Bills...
2022-07-281h 19
Be Customer LedSarah Johnson Dayes on the Chief Client Officer and Professional Services Impact“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 started to be more comfortable being human, not just at work, but with clients.”We close out the month on Be Customer Led with Bill Staikos joined by Sarah Dayes, the Chief Client Officer at Acceleration Partners (AP), a renowned worldwide performance marketing agency. Sarah is responsible for the success of AP's Client Services team, which consists of more than 250 individuals, and the health and happiness of their globa...
2022-07-2726 min
Be Customer LedRay Gerber - How Journey Orchestration is Changing CX“Journey orchestration became a key fundamental in terms of connecting experiences in the context of the journey and then making personalization and individualization decisions based on where the customer is on that journey and where they are on multiple journeys.”This week on Be Customer Led with Bill Staikos; we will be speaking with Ray Gerber, Chief Technology Officer and SVP of WW Engineering at Thunderhead. Thunderhead brings brands closer to their customers by assisting them in better understanding and satisfying the demands and needs of each client, regardless of where or when they connect. [00:56] Ray's...
2022-07-2035 min
Be Customer LedRam Parimi on Impacting the Lending Experience“What you do internally shows up externally.”This week on Be Customer Led with Bill Staikos, we’re having a conversation with Ram Parimi, head of customer strategy & insights at Blend, a FinTech firm that focuses on bringing simplicity and transparency to financial services so more consumers can gain access to the world’s financial resources. Throughout the interview, we dive into what it means to be customer-first, how to adapt to market dynamics, how to cater to ever-evolving consumer expectations, the future of fintech, and more.[00:32] Ram’s Journey – How Ram’s career, which started in mus...
2022-07-1331 min
Be Customer LedThe Importance of Brand & Impact on the Experience“The purpose is the soul of the brand and needs to be understood in going through a rebranding exercise.”Most companies want their brand to be what customers want, and rivals envy. And that calls for a strong, purpose-driven brand strategy. This week on Be Customer Led with Bill Staikos, we had a fantastic conversation with Bill Kenney, CEO, and partner of Focus Lab, about aligning the customer experience with the company’s brand. Bill’s company, Focus Lab, is an established brand agency that assists B2B firms in connecting with their consumers and distinguishing themselves as marke...
2022-07-0634 min
Flourish CXCX Ownership, Accountability, and Delivery with Bill Staikos, MedalliaDoes everyone in your organization, from an intern to the CEO, know how what they do on a daily basis affects your customers? Bill Staikos, SVP, Evangelist, and Head of Community Engagement at Medallia, says understanding how you’re accountable to the customer is key to creating a truly customer-led culture. In this episode, you’ll learn how to get everyone in your company engaged in CX and thinking with a “do right by the customer” mindset.
2022-06-2334 min
B2B Leadership PodcastUsing Data and Automation to Enhance the Customer Experience with Bill StaikosGood and bad examples of leadership are around us all the time…
But, how often do you step back and recognize them for being examples?
Sometimes we get so caught up in the moment of what’s going on in our day-to-day lives that we simply do what we see…
In this episode of the B2B Leadership Podcast, best-selling author and leadership coach Nils Vinje sits down with Bill Staikos to find out his sources of inspiration for leadership and how he has evolved from his first leadership position to Senior Vice Presid...
2022-05-2533 min
The CXChronicles PodcastCXChronicles Podcast 166 with Bill Staikos, SVP Industry Solutions at MedalliaHey CX Nation,In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management. Bill leads the Industry Solutions team globally, they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity.Bill is also the host of the award winning podcast "Be Customer Led" a...
2022-04-1852 min
Doing Customer eXperience Right In The AI Era | Stacy ShermanDoing What's Right For Customers While Balancing Internal Processes with Bill StaikosYour employees' behavior is your customer experience. You can't separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Stacy Sherman's Doing CX RIght show. So, how do you lead with excellence? What is the ideal organizational design to best care for your customers? Is the Chief Experience Officer (CXO) role a fad or growing in importance? What's the right way to design new products based on what customers really want while balancing internal processes? Answers to these questions and more to differentiate your brand in this podcast episode. Learn more at DoingCXRight.com. Access our...
2022-03-0629 min
Clued In Podcast with Lou CarboneXM Is Not Greek To Bill Staikos!In this episode of Clued In with Lou Carbone, Lou’s guest is Bill Staikos, who just recently left years of working on CX in financial services to take a position as SVP, Industry Solutions at Medallia. Lou and Bill have a practical discussion around Bill’s journey to his new position. Most critically they discuss the impact and utilization of experience management technology tools that can significantly create greater impact on creating navigation for managers and employees.The key take away from this session is the a practical understanding of how to drive action inside an orga...
2021-10-1329 min
The Loyalty MapRe-Humanizing The Workforce: Time To Check In On Your EmployeesTune in to the latest episode of The Loyalty Map where we interview Bill Staikos, head of customer experience at Freddie Mac and host of his own podcast called Be Customer Led as we dive into the importance of employee/workforce experience and how developing a sound EX can be beneficial for your company. In this episode, we cover several key topics including:How would you define employee experience and how do you measure it? [6:32]How do you justify and explain the ROI on investing in employee engagement? [20:26]How has employee experience been impacted by...
2021-03-0942 min
Press 1 For NickBill Staikos - Head of Customer Experience at Freddie Mac [Customer Obsessed]Bill is the Head of Customer Experience at Freddie Mac, and Host of his own podcast, Be Customer LED. https://becustomerled.com/episodes/ Bill Staikos talk about the core tenants of CX and why they are important, being customer focused vs. customer obsessed, and how to align CX wit business outcomes. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
2020-12-1143 min
Press 1 For NickBill Staikos - Head of Customer Experience at Freddie Mac [Customer Obsessed]Bill is the Head of Customer Experience at Freddie Mac, and Host of his own podcast, Be Customer LED. https://becustomerled.com/episodes/ Bill Staikos talk about the core tenants of CX and why they are important, being customer focused vs. customer obsessed, and how to align CX wit business outcomes. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
2020-12-1143 min
The Tom and Bob ShowBill Staikos - Head of Customer Experience, Freddie Mac - Host, Be Customer LedThe host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture.
2020-08-2327 min
Freddie Mac Single-Family Home Starts HereLIVE FROM MBA ANNUAL: Touchpoints to Journeys: CX Drivers in the Mortgage MarketCX is about understanding all the interactions that customers and prospects have with your brand. In the mortgage industry, the end-to-end experience is changing. Phil Treadwell and Bill Staikos discuss the how to attract borrowers of the future and utilize design thinking to improve brand interactions. Phil Treadwell is the founder and host of The Mortgage Marketing Expert podcast, and Vice President of Development and Regional Manager with the Mason-McDuffie Mortgage Corporation. Bill Staikos is the head of Customer Experience at Freddie Mac, Single-Family.
2019-10-3012 min