Author: Be Customer Led
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Identify with the ‘Person’ in Persona
I wanted to focus on Personas as more CX practitioners need to be engaging Product Owners as part of an Agile process. If you’re just starting out in the CX space and are trying to identify what your role is in an Agile process, it’s imperative that you know the history behind personas, how they’re… Read more
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Melanie Colling talks about the power and importance of collaboration and how to build your brand
Did you know that about 60% of podcasters haven’t published a show in the last 90 days? Melanie Colling is a speaker, author and podcast host of Business Connections. Melanie is also the co-founder of Experts on Air, helps podcasters build their brand, share and re-purpose their content. Pretty cool company. Melanie is an expert… Read more
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Top 10 Ways to Work Smarter, And Faster
Do you know what the The Red Queen Effect is and its impact on how we work in the most optimal way? I was reading ‘Through the Looking Glass’ to my kids over the weekend. You’ve likely read a famous book by the same author: Alice’s Adventures in Wonderland; through the Looking Glass is the sequel. Lewis… Read more
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Ann Cosfol and Betsy Westhafer run their own consulting practices and we focus on CX/EX in B2B
What’s better than one thought leader on your show? How about having two join you! Ann Cosfol is the Founder of Design Mind Consulting and Betsy Westhafer is the CEO and Founder of The Congruity Group. They partner to leverage their company’s expertise in understanding customer needs more deeply and then defining strategy and design… Read more
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Luke Williams talks CX strategy, surveys, C-Suite, CX Tech Stack and so much more
Luke Williams is an award-winning CX practitioner, researcher, speaker, author, and thought leader at Qualtrics. I read Luke’s book, The Wallet Allocation Rule about five years ago, and it fundamentally changed the way I thought about Customer Experience. Luke is not only a deep well of CX insight, but he shares so much on this show. You… Read more
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Stephanie Reeves Millner on listening better to customers, empathy at work & female leadership
Stephanie is an amazing leader and is not only leading Customer Experience Management at Teleperformance, but also an amazing human being who focuses a lot on supporting women in leadership. Stephanie and I talk about: Her journey to becoming a CX leader The value of conversation and sharing a moment Listening more to customers during… Read more
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Employee Experience Can’t Be Owned by HR Alone
Wouldn’t you know it took a global pandemic for a lot of companies to realize how important their workforce is. So much so that recent work by Accenture showed that 50% of C-Suite executives believe they are responsible for making their workforce better off; this is up from 35% before the pandemic. The research also… Read more
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Agile w/o CX? Epic Fail.
There are a number of success stories, and horror stories, with #Agile implementations, many including significant investment, people mobilization, and work effort to launch. And there are a number of reasons for Agile efforts thriving or failing in an organization; but the one I see a lot more these days, and that will sink your… Read more
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Mary Poppen CCO, Glint at LinkedIn connects CX to EX
Mary Poppen, Chief Customer Officer for Glint at LinkedIn talks about how she is bringing together customer experience (CX) and employee experience (EX) in her role leading everything post-Sales at Glint. We talk about the value being created by Glint’s technology, and the opportunity of bringing together their platform with the power of LinkedIn and… Read more
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Mike Soldan CXO @ Shmoop brings together Engineering, Product & Content
Mike Soldan is the Chief Experience Officer at Shmoop, leading Engineering, Product and Content; this is a very new and different way to create the CXO platform, and it’s a game changer. Mike and I talk about how he organizes his team to deliver value for customers and employees, and is taking a human-centered-design approach… Read more
