This week’s episode of the Be Customer Led podcast features Amanda Ono, VP of Customer Experience at Resolver. 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.

Today’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.

The 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.

This 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 wearable technology and the customer experience.

Janet 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.

Trey 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.

The 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 and its impact on the user experience.

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.

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.

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.

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.

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.

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.

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.

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.

This 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.

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.

This 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.

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.

This 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.

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.

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.

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.

This 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.

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, operational efficiency, and strategies for organizations to win in a highly competitive marketplace.

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 global client relationships. She has been a member of AP’s leadership team for ten years and has been involved in the success of key client engagements, with seriously big brands including Uber, adidas, Target, and Airbnb.

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.

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

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.

“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.”

This week on the Be Customer Led with Bill Staikos, we’re joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the “World’s Top 150 Business Influencers”. Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout.

This week on Be Customer Led with Bill Staikos, we’re joined by Nils Vinje, Founder and CEO of 30 Day Leadership. In thirty months, Nils Vinje advanced from an individual contributor to a vice president. Every team he coached excelled in performance. Also, the method by which Nils accomplished this served as the basis for his leadership coaching. He is a leadership coach, 3X Top 25 Customer Success Influencer, consultant, and public speaker. Moreover, Nils is the author of the book 30 Day Leadership, which equips leaders with the tools to handle any situation confidently.

This week on Be Customer Led with Bill Staikos, we had a great talk with Callie DePina about establishing and fostering the member experience. Callie is the vice president and head of member experience at ButcherBox, a company launched in 2015 with the purpose of making high-quality meat more accessible.

This week on Be Customer Led with Bill Staikos, Amy Radin joins us for an insightful conversation. She is a member of the Global Board of Directors at the Association of International Certified Professional Accountants.

This week on Be Customer Led with Bill Staikos, we are having a wonderful conversation with Gavin Macomber, the President, and CEO of Cloudli Communications, a leading provider of voice, messaging, and data communications solutions for businesses and consumers of the future generation.

This week on Be Customer Led with Bill Staikos, we’re having a fascinating conversation with Luis Angel-Lalanne, Vice President, Customer Voice at American Express.

Luis has global responsibility for the Voice of Customer program and complaints reporting for the Global Services Group. The Voice of Customer program covers all servicing interactions and is the primary measure of customer experience success for the organization and for individual frontline colleagues.

“The reason you would choose, as a customer, to engage with a company and buy their product or engage in their service is very similar to the reason an employee would want to work there.”

This week, Kevin Budelmann, the co-founder and president of Michigan-based strategic design firm Peopledesign joins the Be Customer Led podcast with Bill Staikos.

This week’s episode of Be Customer Led with Bill Staikos features Amy Shioji. Amy is the Senior Vice President for Analytics and Transformation and Chief Experience Officer at Strategic Education. Strategic Education facilitates economic mobility through education, where Amy is committed to fostering revolutionary customer growth and organizational focus in her current role.

This week on Be Customer Led with Bill Staikos, we welcome Andrew Binns, co-founder of Change Logic, a Boston-based strategic advising firm. Additionally, he is a co-author of Corporate Explorer and a founding member of The Corporate Explorers Club. Most importantly, Andy is driven by the mission to assist enterprises in unleashing their potential to innovate and delight the globe.

“Having different opinions helps the journey and solves the problem differently. It’s part of getting it right.”

This week on Be Customer Led with Bill Staikos, we are joined by Amanda Whiteside, Worldwide Head of Customer programs at Amazon.

She has been working on developing a multi-year strategy that is the foundation for Amazon’s global, commercial, and customer strategies for shipping.

This week on Be Customer Led with Bill Staikos, we’re joined by Ryan Hart, Fractional Chief Experience Officer and Experience Practice Lead at Chameleon Collective.

Ryan also served as Managing Director, Experience Management Consulting (Tokyo) at PwC Japan, where he empowered a diverse and inclusive team of talented, creative, and strategic thinkers to assist organizations in Japan and throughout the Asia Pacific in accelerating experience, digital, and cultural transformations.

Today’s episode of Be Customer Led features Richard Botto, Founder & CEO of Stage 32. Stage 32 is an online platform and marketplace aimed at democratizing the entertainment industry, by providing networking and training opportunities for all film, television, digital content makers and professionals, globally. The member community is now over 750,000!

This week on Be Customer Led with Bill Staikos, we’re joined by Marcela Lay. Marcela is a Senior Vice President & Head of Client Strategy & PM Operations at Y Media Labs, a digital product and design agency that create innovative products that export Silicon Valley to the world.

Steven Moy, CEO of Barbarian, joins today’s episode of Be Customer Led. Barbarian is an agency that is obsessively focused on utilizing technology to eliminate friction, leveraging data to fuel new ideas, and harnessing creativity to bring new products and services to life for their customers. Its principal objective is to assist clients in transforming and disrupting their industries. Throughout the episode, Steven shares his expertise and experience with client needs, how they are growing, and how they are influencing new technology.

This week’s Be Customer Led with Bill Staikos features Steve Dion, founder and CEO of DION Leadership, dedicated to creating workplaces where the employees start every day excited and end every day accomplished. Throughout today’s episode, Steve shares his knowledge and expertise in helping organizations develop more vital workplaces and cultures by creating and deploying innovative assessment, leadership, and team development programs.

This week’s Be Customer Led with Bill Staikos features Kermit Randa, a results-driven CEO with vast expertise managing the transformation to establish accountability, high performance, and profitable development cultures.

This week’s episode of Be Customer Led with Bill Staikos features Michael Bartlett, author of The Dark Side of CX. Michael is the director of experience innovation at JMARK. He’s also the founder and creator of the CCXP exam simulator, which helps CCXP candidates prepare for certification with highly realistic sample questions. Throughout today’s episode, he presents several concepts from his recently released book that you can utilize to create a better customer experience for your customers.

This week on Be Customer Led, we’re joined by Katie Schlott, a Partner at IA Collaborative.

Katie has worked with fantastic companies, including FedEx, HP, GE, and Samsung, bringing these brands to life through user-centered product, service, and brand innovation. Throughout today’s podcast, Katie covers numerous aspects of inclusive design and the need to include the perspective of all women, and their diverse experiences, in designing new products and services.

Today’s guest of Be Customer Led is Christy Dempster, who works for Roche as a senior international marketing manager. Throughout today’s podcast, Christy widely describes the relationship between customer experience and marketing and the opportunities that open up from collaborations between these two fields.

Todd Unger, Chief Experience Officer and SVP for Marketing and Member Experience at the American Medical Association (AMA), joins us for today’s episode to cover various topics connected to organizing for customer experience, leadership, and community growth. As AMA’s Chief Experience Officer, Todd is responsible for acquiring, keeping, and engaging AMA members, growing the scope and impact of AMA’s mission-based work, and driving digital transformation efforts. Also, Todd manages projects that connect the product, marketing, commerce, and service to accomplish this while keeping the client at the center of all they do.

In this episode, we take a deep dive into the value of community with a leader who is on a mission to bring together courageous women in customer experience from across the globe. Clare Muscutt is the founder and CEO of Women in CX, a growing community spanned over 20+ countries that focus on providing a platform for women in the customer experience discipline to build deep connections and friendships, share ideas and collaborate.

Sam Bright, Chief Product and Experience Officer at Upwork joins us today to discuss the significance, benefits, and challenges of merging customer experience, product, and community.

Becky Getz, Head of Customer Experience, Operations at Amazon Web Services (AWS), joins us today to share her wisdom on what CX really means, how CX connects with employee experience, and how CX can contribute to culture change.

Lou (Lewis) Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management – he started when I was in

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!

Julie Roehm is the Chief Marketing & Experience Officer at Party City. Julie shares her amazing journey across industries, CX across B2B and B2C, and starting her own podcast, The Conversational (https://tinyurl.com/y4p3d38g) and how her #hoshimo got started.