Podcast: Be Customer Led

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

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

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

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

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

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

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

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

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

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