• How to reframe "customers" as "fans" to create a defensible competitive advantage
• The Framework for Fan-Led Experience Activism
• Why AI's true value lies in empowering employees, not replacing human connection
• How to operationalize "listen, experiment, learn, and scale" as your core capability
• The "Meaningful Moments" Operating Model for turning loyalty transactions into authentic memories
• How to balance brand protection with fan-led innovation

In this episode of Speaking from Experience, we sit down with Todd Shimizu, Vice President of Global Customer Lifecycle Marketing at Cisco, to explore what it means to lead with humanity in a digital-first world. Todd shares lessons from building Cisco’s digital strategy, transforming cisco.com into a growth engine, and fostering customer-centric change across one of the world’s largest tech companies. From the power of simplicity and storytelling to balancing AI-driven scale with human connection, this conversation is a masterclass in turning complexity into clarity — and leading with empathy at every step.

Welcome to Speaking From Experience with Len Devanna. In this episode, we are joined by Todd Unger, Chief Experience Officer at the American Medical Association and author of The 10-Second Customer Journey. Todd discusses how his team was named best CX team of the year and shares his insights on CX as an orchestration layer that drives growth through seamless integration of marketing, product, and service. We explore how building a customer-centric culture, breaking silos, and using modern tools like AI can transform organizations and improve patient care.

Todd emphasizes that CX is fundamentally about growth—unlocking wins through understanding audiences, streamlining processes, and fostering collaboration. He offers practical advice on designing for speed in today’s digital landscape, the importance of empathy, and continuous testing to improve experiences. His approach shows that customer experience is a key growth engine across industries, from healthcare to insurance.

Tune in for Todd’s insights on modernizing CX, organizational change, and measuring friction to deliver shared wins. Watch the full episode on YouTube here: https://www.youtube.com/watch?v=7WG6w6HXSNg

#Podcast #SpeakingFromExperience #CustomerExperience #CX #Growth #Leadership #Innovation

00:00 Introduction to Customer Experience Leadership

02:53 Todd Unger's Journey to CXO

05:40 Defining Customer Experience

08:54 The Integration of Marketing, Product, Commerce, and Service

11:48 Breaking Down Silos for Growth

14:59 The Tornado Funnel: Speed in Customer Experience

17:38 Measuring Customer Friction and Experience

20:30 The Role of Customer Experience at AMA

23:51 Building a Customer-Centric Culture

26:44 The Evolution of the AMA's CX Team

29:37 Modernizing CX in a Legacy Institution

32:49 Empathy in Customer Experience

35:43 Final Insights and Fast Five

In this episode of Speaking From Experience, hosted by Len Devanna. Perry Philipp, Chief Data Officer of Entain, chats with Len about how data, AI, and trust drive one of the world’s largest gaming brands. Perry shares insights on leading data initiatives in a highly regulated, 24/7 global environment—where player safety and responsible play are key. He discusses how his team supports regulatory compliance, customer experience, and the importance of building a data foundation that enables personalized, trustworthy experiences that foster loyalty.

Perry emphasizes the power of storytelling and data literacy across functions to gain buy-in and create a culture of trust. He highlights initiatives like the Data Academy, which upskills colleagues at all levels, and offers practical advice on navigating complex data landscapes, avoiding pitfalls like data debt, and balancing ambition with real business value. His leadership philosophy centers on humility, collaboration, and empowering teams to deliver impactful results at scale.

Tune in to explore how organizations can leverage human-centered design and responsible data practices to innovate while maintaining trust. Perry’s insights on leadership, culture, and data strategy offer valuable lessons for any industry aiming to turn data into a strategic asset. Watch the full episode here: https://youtu.be/xdKM_TQzB18

#Podcast #SpeakingFromExperience #DataLeadership #AI #CustomerTrust #ExperienceDesign #ResponsibleInnovation #Transformation #Leadership #DataAcademy

00:00 Introduction to Speaking From Experience

00:55 Understanding Entain and Its Global Impact

01:49 Data's Role in a Regulated Environment

02:48 Technology and Employee Engagement in Data

04:58 Enabling Excellence Through Data

06:46 The Evolving Role of the Chief Data Officer

09:32 The Data Academy: Educating for Success

11:51 Customer Experience and Data Integration

13:49 Building Trust in Data-Driven Experiences

16:15 The Importance of Trust in Data Quality

17:42 Data Excellence and Industry Standards

21:17 Navigating Data Analysis Paralysis

23:30 Starting with Value in Data Strategy

25:54 Balancing Ambition with Business Value

27:45 Designing Trusted Data-Driven Experiences

30:04 The Never-Ending Journey of Data Trust

31:23 Breaking Down Silos for Better Collaboration

32:52 The Power of Storytelling in Data

36:08 Global Leadership and Building Trust

39:51 People-First Leadership in Data

42:16 Key Themes in Leadership and Data

42:44 Fast Five: Quick Insights from Perry

Welcome to Speaking From Experience, hosted by Len Devana, where we explore the stories and insights behind great experiences. In this latest episode, I sit down with Nicolas Rodet, a trailblazer in digital transformation with nearly three decades of leadership at some of the most innovative organizations worldwide. Nicolas shares a compelling perspective on how the landscape of digital transformation has evolved—from early experiments to today’s breakthrough with AI and personalization finally making the dream of seamless, tailored customer experiences a reality.

We discuss how the focus has shifted from long, costly projects to rapid, agile execution, and why we’re now finally arriving at the destination many of us have been chasing for years. Nicolas emphasizes that AI and data are powerful tools, but they must be harnessed with a human-centered approach—crafting stories, designing interactions, and building trust that truly connect. He highlights the importance of prototyping, storytelling, and strategic content in driving impactful digital initiatives.

Tune in to discover how organizations can responsibly leverage emerging technologies to stay ahead in an ever-changing world. Nicolas also shares his thoughts on the environmental impact of digital innovation and the importance of balancing progress with responsibility. Don’t miss this insightful conversation—watch the full episode on YouTube here.

Join us as we explore the ongoing journey of digital transformation and the future of experience and trust in a digital age. https://youtu.be/sOIvfLKWNcM

#Podcast #SpeakingFromExperience #DigitalTransformation #AI #CustomerExperience #Innovation #Leadership #FutureOfWork #HumanCenteredDesign

00:00 Introduction to Digital Transformation

00:58 The Evolution of Digital Transformation

04:14 The Role of AI in Digital Transformation

07:04 Agility and Prototyping in Digital Initiatives

10:12 Navigating Change and Employee Engagement

12:43 The Changing Landscape of Identity

16:14 AI's Impact on Consumer Behavior

20:51 Security and User Experience

23:33 The Future of Digital Experiences

28:48 AI: Opportunities and Challenges

34:19 The Importance of Storytelling in Transformation

37:33 Building Relationships for Success

50:22 Closing Thoughts on Digital and Environmental Responsibility

Join Len Devanna, Founder of Cortico-X, on the latest episode of Speaking From Experience as I sit down with visionary automotive designer Derek Jenkins. Derek has led the creation of iconic vehicles for brands like Mazda, Audi, Volkswagen, and now Lucid Motors, where he's redefining the future of sustainable mobility. In this episode, Derek shares the inspiring stories behind his most personal projects, from the legendary MX-5 Miata to the innovative Lucid Air and Gravity. We explore how design balances aesthetics, function, and emotion, all while navigating the complexities of brand evolution and groundbreaking technology. Don't miss this deep dive into how design and experience shape the future of mobility—watch the full episode on YouTube here: https://youtu.be/UOSvD3sdq_M

Together with Len, Derek also delves into how the automotive industry is rapidly transforming with cutting-edge tools like VR and AI, emphasizing that technology should serve as a creative catalyst rather than a homogenizer. He discusses the importance of maintaining brand authenticity while pushing the boundaries of innovation, especially in electric vehicles where aerodynamics, materials, and user experience are more interconnected than ever. Whether it's designing a car that feels as good as it looks or reimagining the customer journey in a direct-to-consumer world, Derek's insights highlight the artistry and precision required to create vehicles that truly resonate. For these stories and more, tune in on YouTube and stay inspired!

#AutomotiveDesign #LucidMotors #ElectricVehicles #Innovation #ExperienceLedDesign #BrandEvolution #DesignThinking #FutureOfMobility #SustainableDesign

00:00 Introduction to Automotive Design and Derek Jenkins

07:38 Balancing Aesthetics and Functionality in Automotive Design

14:36 Designing for Brand Evolution and Authenticity

16:58 Creating the Lucid Air: A Clean Slate

23:27 The Launch of Lucid Gravity: Redefining SUVs

26:19 Reimagining the Automotive Buying Experience

34:23 The Role of Technology in Modern Design

41:26 Reflections on Iconic Designs: The Mazda MX-5 Miata

Discover the transformative insights from industry leaders on how people-centric strategies drive sustainable growth and innovation. In this episode of Speaking From Experience, Len Devanna sits down with Jeff Marks, COO at Munich Re Specialty Insurance, to explore how cross-industry experience shapes leadership and how organizations can embed human-centered design into their transformation journeys. Jeff emphasizes that at the core of every successful business are the people—whether in operations, customer experience, or leadership—and that fostering a culture of continuous improvement and servant leadership is key to navigating change effectively.

For a deeper dive into these compelling conversations, check out the full episode on YouTube https://youtu.be/hOh5okECDOA

Throughout the episode, Sujay Saha, President and Founder of Cortico-X, and Jeff, highlight the importance of leveraging technology, particularly AI, to enhance customer and employee experiences. Jeff discusses how emerging technologies like generative AI can automate routine tasks, freeing up teams to focus on higher-value work, while also emphasizing that empathy remains a uniquely human trait crucial for meaningful interactions. They delve into the pitfalls organizations often face when rushing into tech solutions without properly defining the problem or engaging stakeholders, underscoring the need for thoughtful change management and aligned leadership. To stay inspired and informed, watch the full episode on YouTube and join the conversation about shaping the future of work and customer engagement.

#Leadership #DigitalTransformation #PeopleFirst #CustomerExperience #AI #Innovation #ChangeManagement #SustainableGrowth #HumanCenteredDesign

00:00 Introduction to Experience-Led Transformation

01:12 Jeff Marx's Unique Professional Journey

04:29 The Importance of People in Business

08:55 Purpose and Profit: A Sustainable Business Model

10:40 Understanding Munich Re's Specialty Insurance

12:33 Enabling Excellence: Operational Philosophy

17:11 Servant Leadership in Action

20:01 Operational Excellence and Customer Satisfaction

24:08 Retention Strategies for Customers and Employees

27:30 Emerging Technologies Impacting Customer Experience

31:37 The Role of Empathy in AI and Customer Experience

38:17 Common Pitfalls in Technology-Driven Customer Experience

42:22 Creating a Culture of Innovation and Change

On this episode of Speaking from Experience, host Len Devanna, sits down with Marc Sirkin, CEO of Third Door Media, a company recently acquired by Semrush. Marc shares his incredible journey through the waves of digital transformation, from the early internet days to the AI-powered marketing landscape of today. With decades of leadership in strategy, innovation, and enterprise transformation, Marc brings a rare depth of insight into how brands must evolve to meet the accelerating demands of a rapidly changing world.

In a conversation filled with energy and honesty, Len and Marc discuss the profound impact of AI on customer experience, content strategy, and digital marketing. They unpack how discovery and audience building are being reshaped, what marketers must do to stay ahead, and why human-machine collaboration could define the next era of innovation. Marc also shares a powerful piece of advice for rising leaders: in a world of constant disruption, perseverance and curiosity are the keys to carving your own path.🎥 Watch the full episode of Speaking from Experience featuring host Len Devanna and guest Marc Sirkin here: https://youtu.be/Ac1V9j5p3uQ

#SpeakingFromExperiencePodcast #LenDevanna #MarcSirkin #ThirdDoorMedia #CorticoX #CustomerExperience #DigitalTransformation #Leadership #AIInnovation #MarketingStrategy #CXStrategy #BusinessInnovation #ExperienceMatters #FutureOfWork

Over December, we will be bringing you a selection of our favorite episodes from 2024. This week, it's our conversation with entrepreneur Ron Holt...

Some industries have conditioned us to have almost unreasonably high expectations, and some industries have conditioned us to have unusually low expectations. The moving industry sits firmly in the latter category.

Ron Holt thinks that's not good enough, and he's doing something about it. Ron is one of America’s most interesting and successful entrepreneurs. He scaled his first business, ‘Two Maids & A Mop’ from a single location to nearly 100 locations, and then sold it.

He is now CEO of Pink Zebra Moving, a disruptive and customer-focused removals company that is completely reshaping the moving experience, around the customer. Their mission is to be the world’s first happy moving company.

Get in touch with Cortico-X here.

Follow Cortico-X on LinkedIn here.

Over December, we will be bringing you a selection of our favorite episodes from 2024. First up, the inimitable Don Peppers....

You don’t need a management consultant to tell you that customer experience is important in 2024.  It was not always the case. In fact, before the CRM revolution of the early 90’s, experience was a word seldom heard in boardrooms.

In this very special episode, host Will Kingston is joined by the man who is widely credited with launching that revolution, Don Peppers. Don’s first book, ‘The One to One Future’, co-authored with his long-time collaborator, Martha Rogers, put customer relationship management on the map.  Inc. Magazine's editor-in-chief called it "one of the two or three most important business books ever written."

He has since authored or co-authored a legacy of international business best-sellers that have collectively sold over a million copies in 18 languages. Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 "most authoritative experts on customer experience."

Get in touch with Cortico-X here.

Follow Cortico-X on LinkedIn here.