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Be Customer Led

Marbue Brown

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external.Visit us on www.becustomerled.com

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Episodis

50 episodis

  1. Dr. James Killian on How Great Leaders Master Customer Obsession 48:00
  2. Alvin Stokes on How Princess Cruises Uses AI to Improve Customer Experience 38:11
  3. Gabe Larsen On How to Staff Your Customer Service Team with Autonomous Cloud Employees 46:44
  4. Anna Falcon on Why CX Transformation is More Than AI Technology Deployment 35:03
  5. Mark McKercher on The AI-Powered Future of Global Customer Support 40:45
  6. Jon Lunitz on Human-in-the-Loop AI and Transforming Customer Experience 39:22
  7. Christina Bailey on Art With a Bigger Purpose 41:22
  8. Alicia Skubick on Building a Customer-Obsessed Culture at Trustpilot 35:40
  9. Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight Part 2 28:00
  10. Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight 24:25
  11. Emily Cisek on Turning Estate Planning into a Family Legacy Experience 29:46
  12. Steve Hind & Tim Doyle on Building Support That Actually Works 33:52
  13. Alex Levin on The Rise of Voice AI in Customer Experience 34:03
  14. Douglas Kramon on How AI Is Shaping Customer Care and Fan Support Pt 2 24:34
  15. Douglas Kramon on How AI Is Shaping Customer Care and Fan Support - Part 1 32:51
  16. Tal Peretz on AI Matchmaking for Technical Buyers 30:21
  17. John Boerstler on How Government Can Still Deliver World-Class CX 40:56
  18. Brian Schiff on How Voice AI Is Improving Customer Service Conversations 41:32
  19. Matt Marcotte on Creating Cultures That Win 38:57
  20. EJ Kritz's on the Next Generation of Bank Branches 38:21
  21. Casey Denby on Scaling Human Performance with AI 48:53
  22. Brad Shaw on Clean Knowledge Bases: The Key to Effective AI Outcomes 38:27
  23. Matt Bruno on How AI and People Work Together to Improve Customer Service 42:19
  24. Gregorio Uglioni on Keys to Human Centric Transformation 37:39
  25. Mark Levy Decodes the Psychology of CX 101 33:26
  26. Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI 38:17
  27. Jean-Pierre Lacroix on Transforming Your Brand Through Emotional Connection 27:36
  28. Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches 36:14
  29. Noam Fine on Reimagining Customer Experience with Autonomous AI 38:32
  30. Ken Hughes on Humanizing Customer Experience 44:13
  31. Martin Palamarz on Scaling Impact with Journey Management and AI 42:16
  32. Dr. Chitra Ranganathan on Leading with Data at Scale 37:25
  33. Brett Frazer on Connecting Employee and Customer Experience 43:45
  34. Zach Riggar on CX Lessons From MLS On Strategies For Fan Engagement 26:32
  35. Tim Mueller-Hickler on Customer Obsession in Action 36:03
  36. Tom DeWitt on Creating a Culture of Customer-Centricity 38:14
  37. David Edelman on AI-Driven Personalization and Customer Strategy 33:54
  38. Amanda Ono on Migrating from Customer to Employee Experience 32:48
  39. Kimberly Wiefling on Developing Culture and Leadership That Has Impact.mp4 31:04
  40. Joe Fisch on How CEOs Can Focus on the Customer 29:57
  41. Stacy Salvi on Wearables and the Customer Experience 27:44
  42. Janet Polach on Leadership 29:19
  43. Trey Hoffman on Building out a Customer Experience Team 38:10
  44. Peter Voss on Conversational AI and CX Impact 34:06
  45. Adam Nash on the Product Experience 33:17
  46. Fred Reichheld on the Importance of Customer Love 34:26
  47. Alicia Roach on Strategic Workforce Planning 32:22
  48. Jennie Weber on CX – Where We’ve Come From and Where We’re Going 33:35
  49. Michael Hinshaw on the Evolution of Experience Management 37:32
  50. Grant Freeman on the B2B Experience 32:26