Be Customer Led

Our latest episode where we talked to Wayne Simmons. Wayne is the Principal Owner of Opptiv, LLC - The Service Excellence Company and former Global Head of Delivery for The Ritz-Carlton Leadership Center (so, yeah, he knows a thing or two about customer experience and employee experience.

We talk about some heavy topics, including: what differentiates leaders in the CX and EX space, how to develop corporate culture at your company that is focused on your customer, and how CX teams should be thinking about Diversity and Inclusion, to name a few.

Wayne is a friend, an incredible leader, and an absolute class act. If you're not familiar with Wayne or Opptiv, I can guarantee you'll be smarter after spending time listening to Wayne on this episode.

The latest episode of Be Customer Led, where we interview https://www.linkedin.com/feed/# (Tom DeWitt, Ph.D.) and talk about a master's program he is looking to create at https://www.linkedin.com/feed/# (Michigan State University)! This program would be the first of its kind in the United States and one of only a few programs offered globally today.

I am so excited about the work Tom is leading for #CX leaders and practitioners, and I think it's going to fundamentally change the #cxtransformation game.

Tom and I get into the details of the curriculum he is pulling together and how the program can have direct impact on an individual's or a team's success immediately.

In this episode we interview Stacy Sherman who is the Director of Customer Experience and Employee Engagement for Schindler Elevator Corp. Stacy is CX Certified, a mentor, author of two books, speaker and blogger on all-things CX.

On this episode, we talk about a ton of different and important topics, including: what got her into the CX game to begin with and how two "wow" moments transformed her professional career from Marketing into CX; the key attributes that can differentiate CX leaders, CX measurement, where the CX function should sit in the org, and what inspires her.

We also talk about our shared love of Shep Hyken. The audio cut out for a min at 48:18, but Stacy shared a personal story about her interaction with Shep.

Visit Stacy‘s website and see all of the wonderful work she is leading - www.DoingCXRight.com

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!

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.

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.

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!

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.