Castuner

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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Episodes

50 episodes

  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