Author: Be Customer Led
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Gil Cohen is Maniacal about Employee Experience
Gil Cohen is the founder of Employee Experience Design, a company dedicated to helping businesses evolve their people practices to improve both human and organizational outcomes. Gil and I talk about his journey to starting his own company, the impact of COVID on how companies are now re-thinking their people strategy, and how to nurture… Read more
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Ryanne Laredo, CCO at Amobee, talks: CX, EX, & Female Leadership
Ryanne Laredo is the Chief Customer Officer at Amobee and is a force to be reckoned with. Few leaders get it right like Ryanne. This is one of those episodes you tune into and can actually feel yourself growing professionally while listening! Ryanne and I talk about her journey, how she’s bringing together customer experience… Read more
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Customer-centric vs. Customer-Obsessed
I recently wrote about stages of customer experience maturity and outlined what it means to be customer-focused (Are You Focused, Centric or Obsessed). Today I want to highlight what it means to be customer-centric vs. customer-obsessed; these are the last two stages of how our employees are feeling along the continuum. Customer-centric Businesses Moving along… Read more
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Julie Roehm shares her amazing journey combining Marketing & CX
Julie Roehm led Marketing / Marketing Comms at amazingly large brands including Ford, Chrysler (yes, she helped bring the HEMI to market), Walmart, was the Chief Story Teller at SAP (that’s a pretty cool title!), and is a contributor to Fox Business Network Julie is now the Chief Marketing & Experience Officer at Party City,… Read more
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Mike Kuenne talks CX, EX and the importance of customer-led culture
Mike Kuenne is the Chief Customer Experience Officer (CXO) for Extended Stay America, a leader in the hospitality space. Mike is not only bringing together Customer Experience and Employee Experience at Extended Stay, and that permeates our conversation, but we also talk about relevant topics, including: How the pandemic is changing the way he and… Read more
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Alex Allwood talks CX Strategy & Empathy
Alex Allwood is the Director, Customer Strategy and Experience at All Work Together, a business consultancy specializing in customer experience (CX) research, strategy and design; their mission is empowering leaders to make their customers’ lives better. Alex is also the author of Customer Empathy and Customer Experience is the Brand. Alex and I talk about… Read more
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Alex Allwood talks CX Strategy and Empathy
Alex Allwood is the Director, Customer Strategy and Experience at All Work Together, a business consultancy specializing in customer experience (CX) research, strategy and design; their mission is empowering leaders to make their customers’ lives better. Alex is also the author of Customer Empathy and Customer Experience is the Brand. Alex and I talk about… Read more
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Are You Focused, Centric or Obsessed?
Are you client-focused, client-centric or client-obsessed? Do you know the difference? Are you using these interchangeably? I have heard them used interchangeably so many times. But there’s a huge difference ― and both your employees and your clients can feel it. Before we start discussing the differences, I wanted to quickly bring back a topic I… Read more
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Jessica Noble talks CX and about starting her own business
Jessica Noble started Magnetic Experiences over three years ago to help small and mid-sized businesses improve operationally and deliver best-in-class customer experiences. Jessica and I talk about: 1:48 Her journey to where she is today leading her own small business 6:50 Why she started Magnetic Experiences 9:58 Her definition of Customer Experience in practice; Jessica… Read more
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Jessica Noble talks CX and about starting her own business
Jessica Noble started Magnetic Experiences over three years ago to help small and mid-sized businesses improve operationally and deliver best-in-class customer experiences. Jessica and I talk about: 1:48 Her journey to where she is today leading her own small business 6:50 Why she started Magnetic Experiences 9:58 Her definition of Customer Experience in practice; Jessica… Read more
