This week’s episode of the Be Customer Led podcast features Amanda Ono, Chief Human Resources Officer at Kroll. 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, w…

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 Ja…

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 …

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…

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 Developme…

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 employ…

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…

“Part of the instinct of getting started with new products, for me, is starting with real human motivations and the customer base you are going after.” 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 …

“The best gift you could give your employees is to put them in a position where they can earn a life of meaning and purpose through service to others that get recognized and rewarded by teammates.” 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 …

“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its workforce.” 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 spear…

This episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy. With over a thousand stores and over a hundred thousand employees in the United States and Canada, Best Buy addresses essential human needs in areas such as productivity, security, health, entertainment, and …

“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.” 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 cu…

“The entire sales process simply seeks to understand and define clearly the problem the prospect is having at this moment, the impact that it's having on their business, and then how we can be the solution and solve that gap.” Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv,…

“It’s your customers telling you what they think about your company, what your product about your service; it’s incredibly valuable if you can use that to your benefit.” 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 tr…

“You don't move past obsession. I guess what's beyond obsession is more obsession.” 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. He is an experience…

“When people ask me what marketing is, I say it's the customer experience from the first time they engage with your brand to the last time they purchase and after that.” 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. Haw…

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 2…

“You have to be careful about what dials you are changing because you do not get to learn if you are doing too much, specifically in driving customer acquisition costs down, which is something we think a lot about.” On this week's episode of Be Customer Led podcast with Bill Staikos; the special guest is Corey Ashton Walters, the Founder, and CEO o…

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 continentall…

“Smart AI can differentiate who you’re talking to, when you’re talking to them, and what you need to say, and how that’s where this starts to make a real difference.” 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 innovativ…

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…

“From an EX/CX perspective, what some of our cutting edge clients are starting to see is that any changes that occur even on the EX side, actually have an impact on the CX side, around retention, around levels of engagement.” On this week's episode of Be Customer Led with Bill Staikos, our guest will be Manish Goel, the Chief Executive Officer and …

“If we're gonna move to something like AR, we want it to do something new and something different, something that we couldn't do before.” 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 …

“In essence, we identified an asset that was completely overlooked but can drive very smart insights.” Technical content is something that often goes unnoticed by many organizations but is able to deliver immense value when used correctly. This week on Be Customer Led with Bill Staikos, we have a deep conversation with an expert in strategic produc…

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-u…

“If an organization is getting certain results, it’s because it’s designed to get those results. So if you want to have different results, then we need to design the organization to deliver different results.” This week on Be Customer Led with Bill Staikos, we’re having a deep conversation about organizational change with Ken Thompson, principal pa…

“When people were working at home, kids were popping up in the corner. Mine certainly did. The really cool thing that came out of that is people started to be more comfortable being human, not just at work, but with clients.” We close out the month on Be Customer Led with Bill Staikos joined by Sarah Dayes, the Chief Client Officer at Acceleration …

“Journey orchestration became a key fundamental in terms of connecting experiences in the context of the journey and then making personalization and individualization decisions based on where the customer is on that journey and where they are on multiple journeys.” This week on Be Customer Led with Bill Staikos; we will be speaking with Ray Gerber,…

“What you do internally shows up externally.” 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. Thro…

“The purpose is the soul of the brand and needs to be understood in going through a rebranding exercise.” Most companies want their brand to be what customers want, and rivals envy. And that calls for a strong, purpose-driven brand strategy. This week on Be Customer Led with Bill Staikos, we had a fantastic conversation with Bill Kenney, CEO, and p…

“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 t…

“Everything begins with you; it begins and ends with you.” 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 accomplis…

“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.” 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 la…

“Communication is two-way. So it's much about listening to understand what matters to them, not just telling.” 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. In her corporate ca…

“This technology that's been available for big brands and large enterprises, we like to say we're democratizing that for small businesses.” 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 com…

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 …

“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.…

“One of the things that I've always been focused on is not just the advent of CX but on making sure that customer earned growth and value are really embedded in driving the overall corporate agenda and culture in a meaningful way.” This week's episode of Be Customer Led with Bill Staikos features Amy Shioji. Amy is the Senior Vice President for Ana…

“The good corporate explorers puncture the bubble that leadership teams often have around their business that makes them believe it’ll continue and continue and continue.” In the early days, innovation was viewed as a game best left to entrepreneurs, but a new breed of corporate executives reverses this logic. Corporate Explorers possess the knowle…

“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, commer…

“It is important to be smart. It is important to be personable, but being a good influencer is such a critical skill.” 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 Consu…

“You have to inspire yourself every day. Even if you had a massively bad day before, you have to try to find the victories in it.” 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 trainin…

“It’s not that you always have a plan. You don’t know what’s going to come, but when somebody is bringing an opportunity to you to make a change, you cannot ignore it.” 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 …

“I think the next battlefield is the ecosystem; whoever the smart one will follow and build or learn from it.” 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…

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 b…

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. He is also a visionary well-known as a strategic thought leader, motivator, and mentor. Throughout the episode, he discusses the…

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 e…

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…

Kerry Goyette, founder, and president of Aperio Consulting Group, is today's guest on Be Customer Led with Bill Staikos. Aperio Consulting Group is a corporate consulting firm specializing in developing high-performance cultures via workplace analytics and training. Moreover, Kerry is a keynote speaker, an award-winning author, and an expert in beh…

In an increasing number of firms, we see CX supporting the organization’s marketing efforts. Today’s guest of Be Customer Led is Christy Dempster, who works for Roche as a senior international marketing manager - customer experience and analytics lead, global customer experience. Roche is a global leader in pharmaceuticals and diagnostics, aiming t…