Be Customer Led

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 portfolio of purpose-driven healthcare products to bring medical-grade, high-quality data to the forefront of consumer health devices. They are on a mission to empower and inspire you to live a healthier, happier life by integrating crucial health data with individualized intelligent feedback in stylish form factors tailored to your specific lifestyle and present you with the data most important to you. Throughout today's episode, Stacy elaborates on Movano's mission and delivers her insights on wearable technology and the customer experience.

[00:28] Journey – Stacy describes her exciting journey thus far. In addition, she details her work at Movano and the company's emphasis on women. 

[07:27] Wearable Technology - How has technology worn on the body progressed? How has the consumer's viewpoint evolved?

[09:41] Other Use Cases - Stacy shares where besides healthcare, she sees the most pressing need for wearable technology. 

[12:30] The Combination – Customer Experience, User Experience, and Product 

[18:49] The Future – What does the future hold for wearable technology?

[24:09] Guest Question – Stacy's Question: How do you find balance in your life and translate that into your working life?

Resources:

Connect with Stacy: 

LinkedIn: linkedin.com/in/stacysalvi/

Janet Polach, executive coach, speaker, author, and retired marine, joins Bill Staikos for this week's episode of Be Customer Led. Janet has extensive training and expertise as an executive coach and leader-builder. Leaders throughout the world have benefited from her coaching and guidance. She has a Ph.D. in Organizational Leadership and Development from the University of Minnesota and is a retired Marine lieutenant colonel. Today's session focuses on her insights and advice for aspiring and established leaders alike in the realm of coaching.

[01:20] Janet's Background – Janet commences the conversation by detailing her background.

[05:54] Bill as a Leader - Janet gives Bill a leadership coaching session, during which she questions him on several themes and delivers insights. 

[11:56] Culture of Feedback – The concept of receiving regular feedback. 

[17:44] Coaching – Role of coaches, their impact and importance, and underlying reasons why most middle-aged individuals hesitate to get the support they need. 

[23:40] Tools for Success - How can middle-level managers ensure they are equipped with the necessary tools for success and do not lose personnel at their level or below?

[28:18] Inspiration –  Janet responds to the question of which leaders she admires and where she finds inspiration.

Resources:

Connect with Janet:

LinkedIn: linkedin.com/in/janetpolachphd/

Mentioned in the episode:

The Seven Mistakes New Managers Make: How to Avoid Them and Thrive: goodreads.com/book/show/61877493-the-seven-mistakes-new-managers-make

Trey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global organizations to track, analyze, and enhance fleet operations. In today's episode, Trey, who has a deep-seated interest in assembling formidable teams to aid clients in achieving their goals by employing novel approaches, discusses his experiences in this regard.

[01:03 Trey's Journey – Trey recounts his experience and describes what Fleetio offers its customers. 

[09:10] Evolution of the Team - Trey explains what he was looking for in the CX team when he joined Fleetio, how Trey structured the team, and the change in the team structure he is most proud of implementing.

[16:09] Team's success - Defining what constitutes success for the team.

[19:34] Customer Feedback - Trey describes how he will relay customer feedback to the product board.

[24:07] Customers' Success - How to measure the customers' success? How to balance focusing on different customer types and deciding whom the company wants to invest the most? 

[30:22] Future – Trey expresses his desires regarding his discipline.

[33:18] Trey's answer – Trey responds to the previous guest's questioning regarding the brand experience that has been relevant, proactive, and responsive to his needs.

Resources:

Connect with Trey:

LinkedIn: linkedin.com/in/treyhoffman/

The current generation of chatbot technology utilized in business and consumer settings has significant shortcomings, such as a lack of long-term memory, interactive learning, deep contextual knowledge, and the inability to reason or explain itself, making conversing in a meaningful manner impossible. Our guest today is Peter Voss, the founder/ CEO/ chief scientist at AGI Innovations & Aigo.ai. Aigo.ai is the most sophisticated platform available for natural language interaction. It is implemented utilizing 'The Third Wave of AI,' a cognitive architecture resembling the brain. In this episode, Peter explores the past, present, and future of conversational AI and its impact on the user experience.

[01:06] Peter's Journey - Peter recounts his professional journey, mentioning a couple of defining moments in his career. 

[04:53] Aigo.ai - We discuss Peter's company and the products he and his team deliver.

[07:16] Levels of Chatbots - Evolution of conversational AI technology. 

[11:31] Use Cases - Peter highlights some of the fascinating use cases he has observed, mentioning the B2C and B2B applications and the most significant issues with tech support in conversational AI. 

[21:33] Conversational AI - How will conversational AI technology affect our advancement as customers, and how will it improve our lives as individuals? 

[27:37] The Future – Peter outlines his predictions for the future of technology and his hopes for its improvement.

Resources:

Connect with Peter:

LinkedIn: linkedin.com/in/vosspeter/

Website: aigo.ai/

“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 after.”

Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.

[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.

[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.  

[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his products when they are so diverse. 

[14:56] Customer Delight Features  - Customer delight is special. Mentioning that, Adam points out that the delight features are not readily apparent enough for customers to request.

[25:00] Adam's Advice – Adam's advice for other leaders who wish to launch their enterprise.

[29:15] Guest Question Answer – Adam mentions how he achieves balance in his life and applies it to his work.

Resources:

Connect with Adam:

LinkedIn: linkedin.com/in/adamnash/

Mentioned in the episode:

Website: daffy.org/

App: apps.apple.com/dk/app/daffy-charitable/“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 after.”

Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.

[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.

[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.  

[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his products when they are so diverse. 

[14:56] Customer Delight Features  - Customer delight is special. Mentioning that, Adam points out that the delight features are not readily apparent enough for customers to request.

[25:00] Adam's Advice – Adam's advice for other leaders who wish to launch their enterprise.

[29:15] Guest Question Answer – Adam mentions how he achieves balance in his life and applies it to his work.

Resources:

Connect with Adam:

LinkedIn: linkedin.com/in/adamnash/

Mentioned in the episode:

Website: daffy.org/

App: apps.apple.com/dk/app/daffy-charitable/

“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 others that get recognized and rewarded by teammates.”

This episode of Be Customer Led with Bill Staikos features Fred Reichheld. Fred is one of the world's leading customer and employee loyalty experts. He is the Net Promoter System (NPS®) creator and has been called the "high priest" of loyalty by The Economist. Also, Fred is the founder of Bain's Loyalty practice and a fellow at Bain & Company, where Fred advises businesses on increasing customer and employee loyalty to boost business performance. In this episode, he explains how NPS enables enterprises to become genuinely client-focused, thereby releasing the potential for profitable expansion. 

[01:18] Fred's Background - Fred describes the milestones and turning points in his professional life. 

[03:04] Net Promoter System – Fred details about net promoter system and how to benefit from it. 

[08:03] Winning on Purpose: The Unbeatable Strategy of Loving Customers - Fred explains how customer affection translates into Net Promoter Score (NPS) or likelihood to recommend a product. 

[14:48] Best Gift - What is the best gift a company can give its employees? 

[18:31] More on NPS - The power of NPS, putting NPS into practice, and the concept of earned growth

[26:33] Advice – Fred provides guidance for CEOs to begin their journeys to success. 

[30:35] Fred's Question - Which business, brand, or product have you enthusiastically recommended to a friend, and why?

Recourses:

Connect with Fred:

LinkedIn: linkedin.com/in/fredreichheld/

Mentioned in the episode:

Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/en/book/show/58090620-winning-on-purpose

“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its workforce.”

This week on Be Customer Led with Bill Staikos, we speak with Alicia Roach, Founder, and CEO of eQ8 and a global thought leader in Strategic Workforce Planning and Analytics. Alicia has spearheaded the development of a globally unique SWP solution, "eQ8," by combining her skills in complicated data analysis and sophisticated financial modeling with attractive visualizations and tales. EQ8 is an innovative, globally-unique, dynamic, and scalable SAAS platform for Strategic Workforce Planning. Also, Alicia's passion is assisting organizations in executing their purpose by knowing their existing and future workforce potential. In this episode, she discusses how organizations can take their Strategic Workforce Planning to the next level. 

[01:37] Background – Alicia describes her path, the company she co-founded, and how it earned its name," eQ8".

[09:23] SWP – What are the Strategic Workforce Plan, its outcomes, and its impact on the long-term health of the business

[23:32] SWP and CX - If you can improve the employee experience, it will benefit the consumer experience in numerous ways. Alicia mentions how she observes businesses utilizing SWP as a basis for getting a better customer experience. 

[27:36] The Future - Alicia's vision for the future of SWP.

[31:21] Previous Guests' question - Where would you choose to live and work remotely around the globe, and why? 

[32:21] Inspiration – Alicia discusses where she finds inspiration.

Resources:

Connect with Alicia:

Linkedin: linkedin.com/in/aliciaroach/

This episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy. With over a thousand stores and over a hundred thousand employees in the United States and Canada, Best Buy addresses essential human needs in areas such as productivity, security, health, entertainment, and connectivity. In today's discussion, Jennie shares her insights and experience gleaned from over two decades of consumer marketing and strategy formulation.

[01:29] Jennie's Journey – Jennie mentions distinguishing aspects of her career as she recounts her path to this point. 

[06:22] Evolution - How the role of customer experience has changed in the last five years.

[09:22] Core Tenants - Jennie's standpoint on the fundamental tenets of CX

[14:30] Technology and CX - The influence of technology advancements on customer experience.

[18:58] Culture – Jennie explores her role and its potential to change the culture and make the company more customer-focused. 

[23:20] CX – Jennie's reflections on the role of chief experience officer and the customer experience team

[30:18] Inspiration – We conclude the conversation by discussing Jennie's sources of inspiration and her question for the following guest.

Resources:

Connect with Jennie:

LinkedIn: linkedin.com/in/jennie-weber-31802531/

“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.”

On this episode of Be Customer Led with Bill Staikos, Michael Hinshaw, President of McorpCX, joins us in conversation. Michael and his group assist businesses in improving their interactions with customers by applying digital and customer-centric innovations. Prominent analysts have hailed Michael as a pioneer in digital transformation and customer experience. In today's conversation, he expresses his thoughts on the evolution of customer experience management, discussing what has been happening in the CX space, what differentiates companies in the CX space, and where it's going.

[01:07] Micheal's Background – Michael shares his journey and the work he is currently engaged in while discussing how to identify opportunities while entering a new industry 

[07:23] Customer Experience - Michael defines customer experience and where he believes it should reside from an organizational structure viewpoint.

[11:03] Qualities and Skills - What leadership styles are the most effective in the CX space, and what qualities and abilities do such leaders possess?

[13:35] Core Tenants – Michael discusses the key tenets of customer experience and the areas where he believes the most significant roadblocks exist.

[23:22] CX in Real Business Outcomes - How to link customer experience management initiatives to real business outcomes. 

[28:58] The Future - We explore where technology and customer experience are headed.

[33:48] Last Guest's Question - Which business or product have you suggested to a friend, and why?

Resources:

Connect with Michael: 

LinkedIn: linkedin.com/in/mhinshaw/

“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 having on their business, and then how we can be the solution and solve that gap.”

Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv, growing the SaaS division's income is one of Grant's primary concerns. Grant oversees the software sales and client experience teams and the retention and monetization of Thryv's software customers. Throughout our conversation today, he shares how he supports more than 40,000 local businesses across the U.S. through a fully integrated, end-to-end customer experience platform, Thryv software. 

[01:03] Background –Grant discusses the aspects that have set him apart professionally and how he has applied those learnings to assist small businesses in improving their operations. 

[03:41] Thryv - How Thryv helps organizations improve their daily operations so they can focus on what they should be doing.

[06:55] Onboarding - What Grant does at Thryv and his thoughts on why the onboarding process is so crucial

[15:50] Customer-Focused Culture- Grant outlines how they help organizations improve operationally and culturally.

[17:41] Measure the Success - What metrics are used to gauge a company's success in relation to the customer's experience?

[22:19] CX - Grant expresses his views on customer experience as a board-level topic.

[24:23] The Future - Grant describes how he envisions the CCO's obligations will evolve over time.

[27:44] Never-again Error - The one mistake Grant will never repeat. 

[31:51] Inspiration – Sources where Grant draws his motivation and inspiration.

Recourses:

Connect with Grant:

LinkedIn: linkedin.com/in/grantfreeman/

Website: thryv.com/