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S3E106 Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight Part 2
What should AI handle? And what should stay human? The questions that sit at the center of modern customer experience.In continuation of the earlier discussion on AI-powered customer experience and…
S3E105 Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight
A great customer experience is a combination of technology, empathy, and fast decision-making.This episode of Be Customer Led features Max Schwendner and Mike Clifton, the co-CEOs of Alorica, a…
S3E104 Emily Cisek on Turning Estate Planning into a Family Legacy Experience
Life is full of memories, plans, and people we love. But many families are not prepared for difficult moments. This conversation shares how one idea turned pain into support for others!In this…
S3E103 Steve Hind & Tim Doyle on Building Support That Actually Works
In this episode, we have the pleasure of conversing with Tim Doyle and Steve Hind about how AI is making a difference in supporting customers.Tim Doyle is the founder at Eucalyptus, a global…
S3E102 Alex Levin on The Rise of Voice AI in Customer Experience
Meet Alex Levin, the CEO and co-founder of Regal, a company that uses AI voice tools to help customer support centers.Alex talks about his early life, studying philosophy and psychology, and then…
S3E101 Douglas Kramon on How AI Is Shaping Customer Care and Fan Support Pt 2
In this episode of Be Customer Led, Marbue Brown continues his deep-dive conversation with Doug Kramon, Head of Customer Care and Fan Support for ESPN and Disney. Picking up from their previous…
S3E100 Douglas Kramon on How AI Is Shaping Customer Care and Fan Support - Part 1
In this episode of Be Customer Led, host Marbue Brown sits down with Doug Kramon, Head of Customer Care and Fan Support for ESPN and its direct-to-consumer offerings at Disney. Doug shares his career…
S3E99 Tal Peretz on AI Matchmaking for Technical Buyers
In this episode, Marbue Brown sits down with Tal Peretz, the Co-Founder and CEO of Onfire AI. A seasoned expert with a decade of experience building data and AI solutions, Tal previously served as…
S3E98 John Boerstler on How Government Can Still Deliver World-Class CX
This episode features John Boerstler, former Chief Experience Officer for the U.S. Department of Veterans Affairs and current General Manager of U.S. Federal at Granicus. John traces his…
S3E97 Brian Schiff on How Voice AI Is Improving Customer Service Conversations
Meet Brian Schiff, Co-Founder and CEO of Flip, a purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands.Brian shares how…
S3E96 Matt Marcotte on Creating Cultures That Win
Meet Matt Marcotte, the founder of The M2 Collaborative, a leadership coaching and brand strategy consultancy.This conversation follows Matt's 34-year career in retail and his time at Salesforce.…
S3E95 EJ Kritz's on the Next Generation of Bank Branches
Meet EJ Kritz, Chief Experience Officer of DBSI, a company focused on designing the bank branch of the future. He explains how DBSI brings together design, technology, digital signage, and modern…
S3E94 Casey Denby on Scaling Human Performance with AI
This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.Casey explains that…
S3E93 Brad Shaw on Clean Knowledge Bases: The Key to Effective AI Outcomes
This conversation explores the career journey of Brad Shaw, CEO of Livepro, and his views on knowledge management in the age of AI. Brad explains why AI needs accurate, well-managed information to…
S3E92 Matt Bruno on How AI and People Work Together to Improve Customer Service
In this talk, Matt Bruno, Chief Revenue Officer at Laivly, explains how Laivly grew during the pandemic and how its AI tools make customer service agents' work easier and more effective.Matt…
S3E91 Gregorio Uglioni on Keys to Human Centric Transformation
Today's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founder and host of the CX Goalkeeper podcast. During…
S3E90 Mark Levy Decodes the Psychology of CX 101
Want to know why customers really stay loyal? It starts with psychology!Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier Internet.During today's conversation, Mark…
S3E89 Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI
In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the…
S3E88 Jean-Pierre Lacroix on Transforming Your Brand Through Emotional Connection
In today’s episode, Jean-Pierre Lacroix, President of SLD (Shikatani Lacroix Design), talks about the “blink factor,” a concept first discovered in 1993 with Pizza Hut. He explains how 40% of brand…
S3E87 Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches
Today's episode features Nick Glimsdahl, a contact center strategist and podcast host, for a deep dive into the evolving role of AI in customer experience. Nick, recognized as one of ICMI's top 25…
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Be Customer Led has published 50 episodes since September 2022, covering topics in Business, Management.
Be Customer Led is currently highly active with new episodes every 2 weeks. Average episode length is 34m.
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