Be Customer Led

Latest Episodes:

Tabitha Dunn, Chief Customer Officer at Ericsson, talks evolution of CX, strategy, change, and customer-led culture Jan 13, 2021

Show notes

Tabitha Dunn is the Chief Customer Officer at Ericsson, leading Customer Experience and Global Sales Excellence. Tabitha is a leader in the CX space with leadership roles at Philips Medical Systems, Citrix and SAP more recently.

Tabitha gives an expert's view on:

Evolution of CX from her perspective
The CCO role and how she is approaching it and how it might evolve to add more value across the enterprise
The CX tech stack
The importance of change and CX leaders being change leaders
Culture change as it's within her remit at Ericsson

Too many insights to list here, but no doubt an amazing show you will walk away smarter from and ready to tackle some of the challenges you might be facing in your role.

Truly an honor to have someone of Tabitha's caliber on the show!

Melanie Colling talks about the power and importance of collaboration and how to build your brand Dec 31, 2020

Show notes

Did you know that about 60% of podcasters haven't published a show in the last 90 days?

Melanie Colling is a speaker, author and podcast host of Business Connections. Melanie is also the co-founder of Experts on Air, helps podcasters build their brand, share and re-purpose their content. Pretty cool company.

Melanie is an expert in collaboration and we spend time talking about how to improve collaboration so that all parties succeed, including the customer, and the importance of it if you're running your own business; don't look at others as competitors, look at them as collaborators!

We also talk about how to ask for help if you're running your own business, and, not surprisingly, it starts with understanding your value first. and knowing what you're looking for.

We wrapped up the conversation talking about podcasting and its importance as a medium to gain insight into different topics, but also to develop your own brand; it's better than blogging or book writing as it's a less crowded space.

[Note: Be Customer Led is not a client of Experts on Air]

Ann Cosfol and Betsy Westhafer run their own consulting practices and we focus on CX/EX in B2B Dec 23, 2020

Show notes

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 around those needs.

We cover a lot of ground on this show, with a particular emphasis on B2B and the role of customer experience. Specific topics include:

Creating advisory boards with your customers; not just at the executive level, but also at the user level
UX research and design
Changes in the B2B space as it relates to CX and why this will come back to haunt B2B companies
The impact of COVID on the acceleration of digital and how it will create confusion in the customer ecosystem; it might be happening too fast
Why we need an "Experience Officer" so we don't keep drawing a line between employee and customer experience
Normalizing the language of CX to be more business focused and get out of the jargon trap that is hurting our practice

Great show with two industry pros delivering amazing value to the CX community and the companies they work with every day.

Find out more on Ann: acosfol_AT_designmindconsulting_DOT_com, or Design Mind Consulting

Find out more on Betsy: betsy_AT_thecongruitygroup_DOT_com, or The Congruity Group. Betsy also has a podcast called Really Know Your Customer with her partner Tony Bodoh, which is great so check it out!

Luke Williams talks CX strategy, surveys, C-Suite, CX Tech Stack and so much more Dec 16, 2020

Show notes

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 also get the sense that he's so deep on this subject, he shared a small fraction of his knowledge in the 50+ minutes we talked.

If you are looking to completely re-think your approach to CX, starting new in the game, or wondering where it is headed in the next few years, this show is for you.

Too much to cover in the show notes. Go. And. Listen. Now.

Stephanie Reeves Millner on listening better to customers, empathy at work & female leadership Dec 09, 2020

Show notes

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 the pandemic, but also ask the right questions
The importance of empathy in your work & humanizing work
Why listening to your employees is key in improving CX

There's a ton more here, including what our respective secret talents are. Had so much fun here, and it was a pleasure having Stephanie on the show.

Mary Poppen CCO, Glint at LinkedIn connects CX to EX Dec 02, 2020

Show notes

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 ultimately Microsoft who also owns Workplace Analytics.

Mary and I talk through incredibly important topics including employee engagement surveys, what companies are getting right about employee engagement and, perhaps, what they're not doing as well as they could be.

We also discuss who should own EX in the company and her framework for bringing together CX and EX at Glint; it's a super simple model that uses data you likely already track in your organization.

A must listen to episode with a ton of insights that you can start implementing tomorrow!

Mike Soldan CXO @ Shmoop brings together Engineering, Product & Content Nov 25, 2020

Show notes

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 at Schmoop creating quality products for students and schools across the country. We also talk about the connectivity of CX and Agile teams, and the importance of integration.

Shmoop is an EdTech company, so Mike and I also cover how the industry has been impacted due to COVID, and how it is changing the education landscape forever. A lot more in this insight-packed episode that can't be missed. It's one of my favorite shows.

Such an all-star CXO and an amazing conversation that will no doubt leave you with a bunch of take-aways as you think about customer experience and driving change in 2021!

Gil Cohen is Maniacal about Employee Experience Nov 18, 2020

Show notes

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 corporate culture through a remote work setting.

We also get into employee engagement, how you should think about measuring it, and how employee experience impacts the customer experience.

Gil is one of the few leaders dedicated to Employee Experience, and it's an amazing show with ideas you can start putting into practice today!

Check out Gil's company at employeeexperience.ca

Ryanne Laredo, CCO at Amobee, talks: CX, EX, & Female Leadership Nov 11, 2020

Show notes

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 and employee experience, the importance of listening, OKRs, and how to start - the work is hard, but starting is easy.

Ryanne also talks about her experience as a founding member of Chief, advice for other female leaders out there, and advice for allies investing in female leadership.

I was blown away by our conversation and Ryanne - she. is. fire.

Julie Roehm shares her amazing journey combining Marketing & CX Nov 04, 2020

Show notes

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, a publicly traded company with hundreds of retail locations across the United States and Canada where you can find the perfect costume, party theme, or inspiration for your next party. If you live in the U.S. and have had an adult or kids party, there's a good chance you've been to Party City or ordered from them online.

Julie and I have a great conversation around Marketing, Customer Experience, and B2B vs. B2C. Julie also shares her amazing journey across multiple industries, including starting her own podcast the The Conversational (https://tinyurl.com/y4p3d38g) where she started #hoshimo talking to industry leaders who had their Holy Sh!$ Moment experience that got them to push ahead personally and/or professionally. This is def a podcast to subscribe to.

Our TOPPODCAST Picks

Follow Us

Stay Connected

Related Podcasts

Links

Stay Connected