Be Customer Led

In this episode, we meet Dr. Chitra Ranganathan, Head of Data Science and Analytics at Atlassian. She shares her inspiring journey from academia to top roles at Microsoft, Amazon, and now Atlassian. Dr. Chitra talks about designing better employee and customer experiences using data, including her work on Amazon's groundbreaking feedback system, Amazon Connections . She explains how AI and machine...

Meet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Brett emphasizes the vital link between employee and customer experience, illustrated through real-world examples and his Five A's framework—Acknowledge, Align, Assist, Advise, and Ask. Throughout the conversation, Brett explains how these principles dr...

In today's episode, Zach Riggar, Vice President of Digital Marketing for Major League Soccer (MLS), shares his extensive career journey, highlighting his work with big brands and his role in the evolution of digital marketing in sports. He discusses MLS's growth, fueled by innovative technology, high-profile players like Lionel Messi, and the upcoming 2026 World Cup. Zach emphasizes the emotional...

Meet Tim Mueller-Hickler, the Founder of Thinc-Performance and a former VP at Snap Inc. and Amazon, specializing in customer obsession, platform integrity, and employee services.  In this conversation, Tim talks about his career journey and deep expertise in customer obsession. Tim shares insights from his time at American President Lines, Sun Microsystems, Amazon, and Snapchat, highlighting...

Discover how businesses can shift from transactional models to customer excellence enterprises! Today's episode features Tom DeWitt, Ph. D., a globally recognized leader in customer experience management. As the founder and director of CXM at Michigan State University (MSU), Tom pioneered North America's first academic program in customer experience management. He is also the co-author of The Cust...

Today's episode features David Edelman, Harvard Business School fellow and author of Personalized: Customer Strategy in the Age of AI. David shares his career journey from consulting at BCG to leading digital transformation at Digitas, McKinsey, and Aetna. He explains why personalization is more than just a marketing tactic—it's a strategic tool to enhance customer experience and drive business gr...

This week’s episode of the Be Customer Led podcast features Amanda Ono, Chief Human Resources Officer at Kroll . When she was in college, her passion was the interaction between teams and leaders and how they worked together to drive results. She worked in a wide range of positions, including recruiting, training, and building leadership programs, which led her towards the specific title she holds...

Today's episode of Be customer Led features Kimberly Wiefling, founding member & global consultant at Silicon Valley Alliances. Her superpower is uniting people of different nationalities, cultural backgrounds, and aesthetic preferences to accomplish a common goal. Kimberly has worked in the United States, Europe, and Asia. Also, she has visited Japan more than a hundred times to work with the...

The CEO of Wine Access, Inc., Joe Fisch, joins Bill Staikos on this week's episode of Be Customer Led. Through careful selection, engaging narratives, and impeccable provenance, Wine Access makes finding and enjoying the world's most inspiring wines simple. During this episode, Joe discusses a variety of the experiences, insights, and perspectives that he has gained throughout his time working in...

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...

Janet Polach, e xecutive 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 ret...

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...

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...

“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...

“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...

“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 so...

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, Jenn...

“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 i...

“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 Gran...

“It’s your customers telling you what they think about your company, what your product about your service; it’s incredibly valuable if you can use that to your benefit.” Etie Hertz, CEO of Loris.ai, is featured in this episode of Be Customer Led with Bill Staikos. Currently, Loris provides customer service employees with real-time coaching. When transitioning to chat and email-based customer care,...

“You don't move past obsession. I guess what's beyond obsession is more obsession.” This episode of Be Customer Led with Bill Staikos features Marbue Brown. He is the founder of The Customer Obsession Advantage, an organization devoted to assisting businesses in achieving exceptional business outcomes through customer obsession. He is an experienced executive in the field of customer experience (C...

“When people ask me what marketing is, I say it's the customer experience from the first time they engage with your brand to the last time they purchase and after that.” Erik Huberman, the Founder, and CEO of HawkeMedia, the fastest growing marketing consultancy in the United States, appears on this episode of Be Customer Led with Bill Staikos. Hawke Media began operations in 2014 and has seen its...

This episode of Be Customer Led with Bill Staikos features Ivonne Kinser. Ivonne is the Vice President of Marketing and Innovation for "Avocados from Mexico." She is in charge of the high-performance team and the company's innovation strategy, both of which helped propel "Avocados from Mexico" to the top of the branding category on Fast Company's 2021 list of the world's most innovative companies....

“ You have to be careful about what dials you are changing because you do not get to learn if you are doing too much, specifically in driving customer acquisition costs down, which is something we think a lot about. ” On this week's episode of Be Customer Led podcast with Bill Staikos; the special guest is Corey Ashton Walters, the Founder, and CEO of Here. "Here" makes it possible for people all...

This episode of Be Customer Led with Bill Staikos features Bella Obudho, Head of Operations and Customer Experience at BrighterMonday Kenya. BrighterMonday Kenya is part of Ringier One Africa Media Group (ROAM), one of Africa's major digital publishers, offering global businesses to access targeted audiences nationally, regionally, and continentally. Bella is regarded as a thought leader...