Be Customer Led

Latest Episodes:

Be Customer Led: Brian Powers Aug 13, 2020

Show notes

Interview with Brian Powers, Chief Customer Experience Officer (CXO) at Brightstar Device Protection, LLC. We cover a range of critical topics, including how CX has changed over the years, the core tenets of customer experience, impact of COVID on customer experience as a practice, what it takes to become a CXO, and technology being used by Brightstar as part of their CX practices.

We also cover "non-gameable" metrics to measure CX performance and how to connect CX metrics with financial metrics. Two critical topics in the customer experience space right now.

Brian Powers is an amazing CX leader and I'm sure you will learn a ton from this episode - whether you're new to the CX space or have been deep in it for +20 years like me...I know I learned a lot from Brian and have even stolen a few ideas!

Be Customer Led: Laurie Ruettimann Aug 05, 2020

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Laurie Ruettimann is a true bada$$, host of the podcast Punk Rock HR, writer, author and consultant. We talk about employee experience, how to engage employees in a post-COVID world, and why the "culture" is a lie we tell ourselves.

Be Customer Led: Jason “JW” Womack Jul 22, 2020

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Jason "JW" Womack talks about building and creating margin in your life to be better every day, the importance of leadership, why reflection is a critical life skill, and creating momentum personally and professionally.

Be Customer Led: James Dodkins Jul 15, 2020

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Jamming with the CX Rockstar, the one and only, James Dodkins. We got deep: his journey to CX Rockstar...stardom; why CX is failing as a practice, importance of contact centers and making sure we're treating agents like humans, and the meaning behind acronyms you can't afford to miss - PXR and VACWIRE.

James also talks about the book he never published, but absolutely has to!

Be Customer Led: Seth Grimes Jul 07, 2020

Show notes

Conversation with Seth Grimes, President and Principal Consultant at Alta Plana (www.altaplana.com). Seth talked to us about text and sentiment analysis, natural language processing, artificial intelligence, machine learning, conversational AI within the Customer Experience Space. We talk about how these analytical capabilities are being used today, and what's next for how these analytics will evolve.

Seth also runs a global event called CX Emotion, taking place on July 22nd. You can register for the event at www.cx-emotion.com. Be Customer Led listeners can use the code: SPEAKER for 20% off of the registration price.

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