Be Customer Led
Episodes
Matt Marcotte on Creating Cultures That Win
10 Dec 2025
Contributed by Lukas
Meet Matt Marcotte, the founder of The M2 Collaborative, a leadership coaching and brand strategy consultancy.This conversation follows Matt's 34-year...
EJ Kritz's on the Next Generation of Bank Branches
03 Dec 2025
Contributed by Lukas
Meet EJ Kritz, Chief Experience Officer of DBSI, a company focused on designing the bank branch of the future. He explains how DBSI brings toget...
Casey Denby on Scaling Human Performance with AI
26 Nov 2025
Contributed by Lukas
This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence a...
Brad Shaw on Clean Knowledge Bases: The Key to Effective AI Outcomes
19 Nov 2025
Contributed by Lukas
This conversation explores the career journey of Brad Shaw, CEO of Livepro, and his views on knowledge management in the age of AI. Brad explains...
Matt Bruno on How AI and People Work Together to Improve Customer Service
12 Nov 2025
Contributed by Lukas
In this talk, Matt Bruno, Chief Revenue Officer at Laivly, explains how Laivly grew during the pandemic and how its AI tools make customer service age...
Gregorio Uglioni on Keys to Human Centric Transformation
02 Oct 2025
Contributed by Lukas
Today's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founde...
Mark Levy Decodes the Psychology of CX 101
11 Sep 2025
Contributed by Lukas
Want to know why customers really stay loyal? It starts with psychology!Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier I...
Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI
04 Sep 2025
Contributed by Lukas
In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futuri...
Jean-Pierre Lacroix on Transforming Your Brand Through Emotional Connection
28 Aug 2025
Contributed by Lukas
In today’s episode, Jean-Pierre Lacroix, President of SLD (Shikatani Lacroix Design), talks about the “blink factor,” a concept first discovered...
Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches
30 Jul 2025
Contributed by Lukas
Today's episode features Nick Glimsdahl, a contact center strategist and podcast host, for a deep dive into the evolving role of AI in customer experi...
Noam Fine on Reimagining Customer Experience with Autonomous AI
25 Jul 2025
Contributed by Lukas
Noam Fine, CEO of Hear.ai, joins today's episode to explore how generative AI is revolutionizing customer experience (CX), particularly within contact...
Ken Hughes on Humanizing Customer Experience
09 Jul 2025
Contributed by Lukas
Today's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experience...
Martin Palamarz on Scaling Impact with Journey Management and AI
26 Jun 2025
Contributed by Lukas
This episode features Martin Palamarz, co-founder and Chief Customer Officer at TheyDo. Martin shares his global career journey, working with iconic b...
Dr. Chitra Ranganathan on Leading with Data at Scale
18 Jun 2025
Contributed by Lukas
In this episode, we meet Dr. Chitra Ranganathan, Head of Data Science and Analytics at Atlassian. She shares her inspiring journey from academia to to...
Brett Frazer on Connecting Employee and Customer Experience
16 Apr 2025
Contributed by Lukas
Meet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Bre...
Zach Riggar on CX Lessons From MLS On Strategies For Fan Engagement
02 Apr 2025
Contributed by Lukas
In today's episode, Zach Riggar, Vice President of Digital Marketing for Major League Soccer (MLS), shares his extensive career journey, highlighting ...
Tim Mueller-Hickler on Customer Obsession in Action
05 Mar 2025
Contributed by Lukas
Meet Tim Mueller-Hickler, the Founder of Thinc-Performance and a former VP at Snap Inc. and Amazon, specializing in customer obsession, platform integ...
Tom DeWitt on Creating a Culture of Customer-Centricity
26 Feb 2025
Contributed by Lukas
Discover how businesses can shift from transactional models to customer excellence enterprises!Today's episode features Tom DeWitt, Ph.D., a globally ...
David Edelman on AI-Driven Personalization and Customer Strategy
19 Feb 2025
Contributed by Lukas
Today's episode features David Edelman, Harvard Business School fellow and author of Personalized: Customer Strategy in the Age of AI. David shares hi...
Amanda Ono on Migrating from Customer to Employee Experience
24 Feb 2023
Contributed by Lukas
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...
Kimberly Wiefling on Developing Culture and Leadership That Has Impact.mp4
08 Feb 2023
Contributed by Lukas
Today's episode of Be customer Led features Kimberly Wiefling, founding member & global consultant at Silicon Valley Alliances. Her superpower is ...
Joe Fisch on How CEOs Can Focus on the Customer
01 Feb 2023
Contributed by Lukas
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,...
Stacy Salvi on Wearables and the Customer Experience
25 Jan 2023
Contributed by Lukas
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 por...
Janet Polach on Leadership
18 Jan 2023
Contributed by Lukas
Janet Polach, executive coach, speaker, author, and retired marine, joins Bill Staikos for this week's episode of Be Customer Led. Janet has extensive...
Trey Hoffman on Building out a Customer Experience Team
11 Jan 2023
Contributed by Lukas
Trey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global ...
Peter Voss on Conversational AI and CX Impact
04 Jan 2023
Contributed by Lukas
The current generation of chatbot technology utilized in business and consumer settings has significant shortcomings, such as a lack of long-term memo...
Adam Nash on the Product Experience
15 Dec 2022
Contributed by Lukas
“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 afte...
Fred Reichheld on the Importance of Customer Love
07 Dec 2022
Contributed by Lukas
“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 other...
Alicia Roach on Strategic Workforce Planning
30 Nov 2022
Contributed by Lukas
“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its w...
Jennie Weber on CX – Where We’ve Come From and Where We’re Going
22 Nov 2022
Contributed by Lukas
This episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy....
Michael Hinshaw on the Evolution of Experience Management
09 Nov 2022
Contributed by Lukas
“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the compan...
Grant Freeman on the B2B Experience
02 Nov 2022
Contributed by Lukas
“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 havi...
Etie Hertz on Conversational AI impact on CX
27 Oct 2022
Contributed by Lukas
“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 u...
Marbue Brown on Customer Obsession vs Everything Else
19 Oct 2022
Contributed by Lukas
“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 Marb...
Erik Huberman on Marketing Principles and the Future of Marketing
12 Oct 2022
Contributed by Lukas
“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 purc...
Ivonne Kinser on Is Experience the Brand or the Brand the Experience
05 Oct 2022
Contributed by Lukas
This episode of Be Customer Led with Bill Staikos features Ivonne Kinser. Ivonne is the Vice President of Marketing and Innovation for "Avocados from ...
Corey Walters on Product Experience and Impact on Customers
28 Sep 2022
Contributed by Lukas
“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 custome...
Bella Obudho on Setting Up a CX Team for Success
22 Sep 2022
Contributed by Lukas
This episode of Be Customer Led with Bill Staikos features Bella Obudho, Head of Operations and Customer Experience at BrighterMonday Kenya. BrighterM...
Christopher Willis on Making Content Better with And Impact on Customer Experience
15 Sep 2022
Contributed by Lukas
“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 ...
Yoav Vilner on Don't Forget About the Sales Experience in the Journey
07 Sep 2022
Contributed by Lukas
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, h...
Manish Goel on Organizational Network & Relationship Analytics
31 Aug 2022
Contributed by Lukas
“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 h...
Brad Quinton on How AR Advances will Reshape Experiences
24 Aug 2022
Contributed by Lukas
“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...
Gal Oron on Content as an Asset
17 Aug 2022
Contributed by Lukas
“In essence, we identified an asset that was completely overlooked but can drive very smart insights.”Technical content is something that often go...
Teresa Cain on Running Design Sprints for Impact
10 Aug 2022
Contributed by Lukas
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 pr...
Ken Thompson on Organizational Change and Impact on Customers & Employees
04 Aug 2022
Contributed by Lukas
“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 ...
Sarah Johnson Dayes on the Chief Client Officer and Professional Services Impact
27 Jul 2022
Contributed by Lukas
“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 sta...
Ray Gerber - How Journey Orchestration is Changing CX
20 Jul 2022
Contributed by Lukas
“Journey orchestration became a key fundamental in terms of connecting experiences in the context of the journey and then making personalization and...
Ram Parimi on Impacting the Lending Experience
13 Jul 2022
Contributed by Lukas
“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 o...
The Importance of Brand & Impact on the Experience
06 Jul 2022
Contributed by Lukas
“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 wha...
Colin Shaw on Focusing on Emotional, Subconscious, and Psychological Aspects of the Experience
29 Jun 2022
Contributed by Lukas
“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...
Nils Vinje on Leadership
22 Jun 2022
Contributed by Lukas
“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 an...
Callie DePina on Creating & Nurturing the Member Experience
15 Jun 2022
Contributed by Lukas
“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.”This week on Be Customer L...
Amy Radin on CX for the CEO and in the Boardroom
08 Jun 2022
Contributed by Lukas
“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 Bi...
Gavin Macomber on Meeting Customers Where They Are, Not Where You Are
01 Jun 2022
Contributed by Lukas
“This technology that's been available for big brands and large enterprises, we like to say we're democratizing that for small businesses.”This we...
Luis Angel-Lalanne on How Customer Listening is Evolving
25 May 2022
Contributed by Lukas
This week on Be Customer Led with Bill Staikos, we’re having a fascinating conversation with Luis Angel-Lalanne, Vice President, Customer Voice at A...
Kevin Budelmann on The Connection Between Purpose, Brand, and Experience
18 May 2022
Contributed by Lukas
“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...