Navigating the Customer Experience

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Pete Kusiak is the franchise guru who knows how to bring the fun into business. With a track record of success owning and coaching franchises for over 20 years, Pete's innovative strategies have transformed businesses, boosting revenue and workplace happiness. His passion lies in creating organisations that are not only exciting, but also irresistible. By using his Fun First Strategy, Pete motivates teams, improves company culture, and drive sales and operations to new heights. 

When he's not busy making work lively, you can find Pete enjoying quality time with his amazing wife and four kids in Charlotte, North Carolina. Oh, and did I forget to mention he's a seasoned marathon runner and a connoisseur of Rum Punch and Mai Tais! Pete has certification in Happiness Coaching and Human Resources Consulting, making him your go-to-guy for all things fun and business.

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Ali Cudby, CEO of Alignmint Growth Strategies, which is a dynamic force in business transformation through intentional customer experiences. With a mission to drive growth by architecting superior customer interactions, Ali's expertise aligns strategy and implementation. She is the author of the bestselling book, Keep Your Customers, she offers fresh insights from real-world stories, best practices and CEO-led case studies. 

Her MINT Method, outlined in the book, fuels transformational customer loyalty. With 20+ years in corporate planning and strategic marketing, Ali founded Alignmint in 2014, focusing on small to mid-size companies. As a Purdue University entrepreneurship instructor, she shapes the next generation of business leaders. Ali's podcast appearances showcase her wealth of knowledge in customer experience, growth strategies and intentional business success.

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 Eric Williamson is the Chief Marketing Officer at CallMiner. As CallMiner’s Chief Marketing Officer, Eric oversees all global marketing functions from brand and events to demand generation. Eric's marketing team works very closely with channel and sales to drive pipeline and CallMiner’s explosive growth. Eric has over 20 years of experience in both technology and consumer products marketing from both the vendor and agency side. 

Before joining CallMiner, Eric was VP Brand & Digital Marketing at Acquia - an open DXP platform built around Drupal - where he led brand, creative services, webops, editorial, and demand generation. Prior to Acquia, Eric was on the agency side of marketing working as SVP Digital & Social Media at MullenLowe, and before that as VP Digital Strategy at The Martin Agency. 

During his career, Eric has worked with a variety of B2C and B2B brands including Google, Microsoft, Intel, GEICO, Walmart, P&G, Pizza Hut, Acura, Royal Caribbean, and Hyatt. He earned his undergraduate degree from Texas A&M University, and an MBA from The University of Texas at Dallas. 

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Jim Kraus is the President of Buyer Persona Institute (BPI) and a leading authority on buyer personas and buying insights. BPI’s buyer persona research and workshop methodologies have become a gold standard for thousands of marketers in hundreds of companies worldwide that rely on these studies to reveal everything a prospective buyer needs to know and experience to have confidence in their solution. Marketers use these insights to develop strategies and messaging that drive more leads, improve conversion rates, and help sales hit their numbers. 

In addition to his work at BPI, Jim is an avid blogger, author of the Buyer Persona Buzz newsletter, and is currently working on a second edition of the book Buyer Personas with BPI’s founder, Adele Revella. He also frequently speaks at events and podcasts to advanced thinking around buyer personas and buyer insights more broadly. 

Outside of work, Jim enjoys travel, reading, sports, and spending time with his family. 

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Dave Singer is Verint’s Global Vice President, Go-To-Market Strategy. Singer is responsible for driving the GTM strategy for Verint’s Workforce Engagement solutions, and the Verint industry leading Open CCaaS Platform. The strategy is based on developing innovative messaging and offerings both partner and direct that drive customer centric differentiation and aligned value with both customer needs and expectations.  

Singer joined Verint in 2002 and has held a variety of roles in Verint including Director of Solution Consultants, RVP of Solution Principles, and most recently RVP, Presales, focusing on Solution Consulting and Innovation. Prior to Verint, Dave was a Principal at eLoyalty and a Software Architect at IBM.

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• We always like to give our guests an opportunity to share in their own words a little bit about your journey, how it is that you got from where you were to where you are today?

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Matt Abrahams is a leading expert in communication with decades of experience as an educator, author, podcast host and coach. As a Lecturer in Organisational Behaviour at Stanford University's Graduate School of Business, he teaches popular classes in strategic communication and effective virtual presenting. He received Stanford GSB’s Alumni Teaching Award in recognition of his teaching students around the world. 

When he isn’t teaching, Matt is a sought-after keynote speaker and communication consultant. He has helped countless presenters improve and hone their communication, including some who have delivered IPO road shows as well as TED, World Economic Forum, and Nobel Prize presentations. 

His online talks garner millions of views and he hosts the popular award-winning podcast Think Fast, Talk Smart: The Podcast. He is the author of Think Faster, Talk Smarter: How to Speak Successfully When You're Put on the Spot'>

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Michelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience.  

In 1994, she founded one of Australia's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training and leadership development - including the highly successful Middle Management Movement program. 

Michelle’s key focus on passion pertain to service delivery and the expectations of the 21st century customer, through mapping their journey, and she firmly believes that a feeling of belonging created throughout the experience is a key point of difference in creating the essential human connection.

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Joanna Hagelberger is currently the Vice President of Customer Success at Rhoads Online, a technology provider of compliance solutions to the insurance industry. Her entire professional career has been in the insurance industry with the last 20 years in insurtech. Joanna is passionate about the customer experience, particularly the benefit a strong account management program can bring to an organization and its customers. 

In her current role, Joanna is responsible for ensuring customers and prospects are having the best possible experience with Rhoads. Joanna received her BS and MS in Communication from Florida State University, she is a licenced insurance agent in the state of Michigan and she is a certified Executive Coach. 

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• Could you share with our listeners a little bit about your journey? How it is that you got

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Lija Hogan is a principal on the Experience Research Strategy team at UserTesting. When she's not helping UserTesting customers understand the wide variety of topic areas they can cover using the platform, she teaches user research methods classes at the University of Michigan - Ann Arbor. 

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• Could you share with our listeners just a little bit about your journey?

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Jason S. Bradshaw, at 14 years of age started his first business by 21. He had started and successfully exited 3 separate businesses. In every instance, he disrupted the marketplace and won by delivering great customer experiences. He has worked for some of the world's most recognizable brands like Target and Volkswagen, helping them transform the experience they deliver and grow profits.  

Today he works with businesses of all sizes to super charge their growth, all still with a focus on the experience they deliver.

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