Be Customer Led

This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.

Casey explains that Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.

The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.

Highlights

[00:36] Casey's Career Journey 

[04:38] Overview of Zenarate

[08:50] AI's Role in Zenarate

[12:41] Attrition and Training Effectiveness 

[20:59] Customer Experience and Compliance 

[39:04] Implementation Challenges and Opportunities 

[42:31] Future of AI in CX 

Connect with Casey:

LinkedIn: linkedin.com/in/caseydenby/

Website: zenarate.com/

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 why AI needs accurate, well-managed information to produce reliable answers. He highlights the risks of using crowdsourced content and stresses the importance of having a single trusted knowledge base across all channels.

Brad also shares how organizations can keep their knowledge up to date by using feedback, analytics, and regular reviews. He discusses how AI may help with future updates, but human oversight will still be essential. He ends with simple advice for CX leaders: keep your knowledge organized, approved, and always up to date!

[02:55] Brad's Career Journey 

[06:34] The Importance of Knowledge Management in AI 

[10:06] Challenges and Misconceptions in AI and Knowledge Management

[15:24] Applications of AI-Ready Knowledge Bases 

[20:48] Keeping Knowledge Bases Up to Date 

[32:11] Future of Knowledge Management and AI 

[38:30] Advice for CX Leaders 

[39:57] Contact Information 

Connect with Brad:

LinkedIn: linkedin.com/in/brad-shaw

Email: [email protected]

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 agents' work easier and more effective.

Matt discusses why AI projects in contact centers often bring strong results and how Laivly's platform, Sidd, supports agents by guiding them in real time, automating tasks, and improving customer satisfaction. He also shares real success stories with clients and discusses the future, where agents use AI to build stronger, more personal connections with customers while maintaining the human touch. 

[02:35] Matt's Career Journey 

[05:16] Challenges and Successes in AI Deployments 

[07:09] Laivly's Approach to Agent Assist and AI Agent 

[14:56] Technology and Integration at Laivly

[24:03] Examples of Laivly's Impact on Client Success 

[36:57] Future of Customer Experience and Agent Roles 

Connect with Matt:

LinkedIn: linkedin.com/in/matthew-bruno

Website: laivly.com/

Email: [email protected]

Mentioned in the episode:

The AI Mindset: Thriving Within Civilization's Next Big Disruption: amazon.com/AI-Mindset-Thriving-Civilizations-Disruption

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

Today's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founder and host of the CX Goalkeeper podcast. 

During today's conversation, Gregorio reflects on his early career, emphasizing the value of human interaction and a key lesson he learned by listening to customer calls instead of relying only on presentations. The discussion also highlights how CX is more than a department; it is a mindset shaped by culture, core values, and transformation.

Gregorio introduces his five principles for human-centric transformation: creating a shared vision, understanding problems, prioritizing pain points, innovating processes, and measuring progress. He illustrates these with both successful and unsuccessful change initiatives, stressing the importance of learning and incremental improvement.

He also talks about challenges in healthcare CX, the role of AI in improving service and patient care, and the importance of continuous learning and collaboration. 

[01:35] Gregorio's Career Journey 

[03:59] The Importance of Business Transformation in CX 

[05:43] Framework for Human-Centric Transformation 

[13:34] Examples of Successful and Unsuccessful Change Initiatives 

[21:16] Challenges in Delivering Superior Patient Experience in Hospitals 

[28:46] AI Deployments in CX and Healthcare 

[34:02] Gregorio's Podcast and Its Impact 

[37:55] Connect with Gregorio

Connect with Gregorio:

LinkedIn: linkedin.com/in/gregorio-uglioni

Website: cxgoalkeeper.com/

Want to know why customers really stay loyal? It starts with psychology!

Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier Internet.

During today's conversation, Mark highlights how human behavior shapes customer interactions. Drawing from his new book, The Psychology of CX 101, he explains how 101 psychological principles can be applied to create meaningful, trust-driven experiences that drive business success. 

Mark illustrates concepts such as the anchoring effect, peak-end rule, and Von Restorff effect with real-world examples, while also addressing the growing role of AI in customer service. Moreover, he explores practical strategies for measuring the impact of CX and creating experiences that are effortless and empathetic.

[01:54] Mark's Journey to Customer Experience 

[04:00] The Intersection of Psychology and Customer Experience

[07:43] The Psychology of CX 101 

[13:37] Practical Examples of Psychological Principles 

[25:34] Measuring Customer Experience

[27:46] AI and Customer Experience

[32:35] Final Thoughts 

[33:25] Resources 

Resources

Connect with Mark:

Website: psychologyofcx101.com/

LinkedIn: linkedin.com/in/marklevy/

In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, "Mindshift", and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth.

The conversation also explores the evolving role of AI, shifting from automation and cost savings to augmenting human interactions and delivering personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in customer experience as a catalyst for transformation and long-term success!

[00:31] Guest Introduction

[02:00] The Concept behind "Mindshift" 

[04:07] Empathy and Customer-Centric Approach 

[13:30] The Role of AI in Customer Experience 

[26:34] Developing Leadership Skills for Customer Experience 

[31:25] The Future of AI in Customer and Employee Experience 

Resources:

Connect with Brian:

Website: briansolis.com/

LinkedIn: linkedin.com/in/briansolis

Mentioned in the episode:

Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-Visionary

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

In today’s episode, Jean-Pierre Lacroix, President of SLD (Shikatani Lacroix Design), talks about the “blink factor,” a concept first discovered in 1993 with Pizza Hut. He explains how 40% of brand recognition comes from color and shape, and why emotions drive 80% of buying decisions. Drawing from his book “Think Blink Manifesto”, Jean-Pierre shares examples of brands that succeed by building emotional connections and warns of the risks that arise when brands lose authenticity.

The conversation also covers the seven key principles of emotional branding, the role of design and storytelling, and how AI can help personalize customer experiences. Jean-Pierre stresses the need to balance functional benefits with emotional connections, prepare for future disruptions, and focus on authenticity to create lasting customer loyalty.

[01:44] Jean-Pierre's Career Journey 

[04:32] The Concept of the Blink Factor

[07:53] Think Blink Manifesto and Its Purpose 

[09:27] Examples of Emotional Branding and Missed Opportunities 

[13:56] The Seven Tenets of Think Blink 

[21:11] AI and Emotional Connections at Scale 

[24:17] Blind Spots in the Experience Economy 

[27:09] Shifting from Function First to Emotion First  

[30:28] Key Takeaways 

Connect with Jean-Pierre:

LinkedIn: linkedin.com/in/jeanpierrelacroix

Website: sld.com/

Mentioned in the episode:

Think Blink Manifesto: sld.com/books/think-blink-manifesto/

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 experience. Nick, recognized as one of ICMI's top 25 thought leaders of 2025 and author of "The Heart of Service", shares his unique perspective on blending empathy with technology. 

The conversation delves into real-world challenges in contact centers and explores practical AI applications, such as agent summarization and real-time voice translation. Nick advocates for a human-first approach, emphasizing the importance of solving real problems, gaining team buy-in, and bridging the "Go-Live Gap." 

Tune in and discover how to integrate AI without sacrificing the human touch!

[01:39] Nick's Journey and Perspectives on AI 

[03:53] Motivation Behind "The Heart of Service" 

[07:11] Choosing a Parable Format for the Book

[09:33] Character Inspiration and Real-World Experiences 

[11:42] Human-Centric Approach to AI 

[15:23] Practical AI Applications in Contact Centers 

[19:31] Building Buy-In and Overcoming Skepticism 

[23:00] Addressing the Go-Live Gap

Connect with Nick:

LinkedIn: linkedin.com/in/nickglimsdahl/

Website: press1fornick.com/

Noam Fine, CEO of Hear.ai, joins today's episode to explore how generative AI is revolutionizing customer experience (CX), particularly within contact centers. Noam explains the shift from using multiple specialized tools to a single autonomous AI platform that learns from customer interactions, enhances compliance, automates quality assurance, and delivers real-time insights.

Highlighting a $2M cost-saving success story, he shares how AI reduces agent attrition and boosts performance. He also outlines a broader vision: AI analyzing unstructured data across all customer touchpoints, driving the evolution toward autonomous, adaptive contact centers that are transparent, efficient, and future-ready.

[01:22] Noam's Journey 

[06:11] Challenges and Opportunities in CX with AI

[10:35] Technical Infrastructure and Zero-Touch Platform 

[16:32] Success Stories and Impact on Agent Performance 

[22:10] Compliance and Regulatory Tracking

[27:47] Expanding AI's Role Beyond Contact Centers 

[33:39] Vision for the Autonomous Contact Center 

[35:18] Future Directions and Exciting Developments 

Connect with Noam:

LinkedIn: linkedin.com/in/noamfine

Website: hear.ai/

Email: [email protected]

Today's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experiences. 

Ken Hughes, a renowned keynote speaker and consumer behaviorist, shares his journey to becoming the "King of Customer Experience." He explains the concept of the "blue dot customer," highlighting the shift toward customer-centric business models. Through compelling stories from brands like Ritz-Carlton, Zappos, and Virgin Atlantic, Ken demonstrates how culture, leadership, and emotional connection foster lasting loyalty. He also offers valuable guidance for leaders seeking to embed customer intimacy within their organizations and build enduring brand advocacy.

[01:00] Ken's Journey to Becoming the "King of Customer Experience"

[03:41] The Importance of Action in Customer Experience Metrics

[04:58] Customer Experience Stories

[16:25] The Blue Dot Customer: A Metaphor for Customer-Centric Business Models 

[21:17] Embedding Customer Intimacy in Company Culture

[32:33] The Power of Stories in Customer Experience 

Connect with Ken:

LinkedIn: linkedin.com/in/kenhughesie/

Website: kenhughes.info/