Be Customer Led

Bill Staikos
  • 4.9 (17)
  • MANAGEMENT
  • UPDATED WEEKLY

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com

  1. OCT 2

    Gregorio Uglioni on Keys to Human Centric Transformation

    Today'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 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/

    38 min
  2. Mark Levy Decodes the Psychology of CX 101

    SEP 11

    Mark Levy Decodes the Psychology of CX 101

    Want 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 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/

    33 min
  3. Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI

    SEP 4

    Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI

    In 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 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

    38 min
  4. Jean-Pierre Lacroix on Transforming Your Brand Through Emotional Connection

    AUG 28

    Jean-Pierre Lacroix on Transforming Your Brand Through Emotional Connection

    In 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-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/

    28 min
  5. Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches

    JUL 30

    Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches

    Today'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 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/

    36 min
  6. Noam Fine on Reimagining Customer Experience with Autonomous AI

    JUL 25

    Noam Fine on Reimagining Customer Experience with Autonomous AI

    Noam 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. [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

    39 min
  7. Ken Hughes on Humanizing Customer Experience

    JUL 9

    Ken Hughes on Humanizing Customer Experience

    Today'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. [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/

    44 min
  8. Martin Palamarz on Scaling Impact with Journey Management and AI

    JUN 26

    Martin Palamarz on Scaling Impact with Journey Management and AI

    This 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] 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/

    42 min
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4.9
out of 5
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About

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com

Information

  • Creator
    Bill Staikos
  • Years Active
    2020 - 2025
  • Episodes
    50
  • Rating
    Clean
  • Copyright
    © Copyright 2025 Bill Staikos
  • Show Website
    Be Customer Led

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