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In today's episode of Navigating the Customer Experience with Josh Seiden. Joshâs insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working. By focusing on customer needs and empowering teams through OKRs, organizations can create greater value and drive meaningful change.
Joshâs Journey
Josh began his career in Silicon Valley during the pre-internet days, working in technology. Fascinated by what makes great products and services, he spent many years as a designer and later a product manager. Today, he helps teams collaborate more effectively, fostering customer-centric approaches to deliver exceptional value to the world.About Joshâs New Book: Who Does What By How Much? A Practical Guide to Customer-Centric OKRs
Joshâs book is inspired by his passion for integrating a customer-focused perspective into product and service development. He emphasizes that while creating good products is challenging, itâs essential to keep the customer at the core of decision-making. His book introduces OKRs (Objectives and Key Results), a goal-setting framework that helps organizations align their objectives with customer needs.OKRs prompt teams to define clear objectivesâwhat they want to achieveâand measurable key results based on customer outcomes. For example, the Cleveland Clinic uses OKRs with objectives like "Be the best place in the world to receive healthcare" and key results such as reducing serious safety events. This approach ensures customer-centric thinking while empowering teams to solve problems creatively.
Overcoming Challenges with OKRs
A common pain point in organizations is micromanagement, where leaders dictate tasks rather than allowing teams to leverage their expertise. OKRs address this by shifting leadershipâs focus from controlling tasks to setting strategic goals and creating an environment where employees can solve problems independently. This requires mutual trust and encourages employees to think critically about delivering customer value.However, resistance to change is a hurdle. Employees may feel overwhelmed by new processes. Josh emphasizes the importance of leadership in clearly articulating why OKRs are being adopted, addressing organizational pain points, and explaining how OKRs will benefit both the company and individual employees. This alignment fosters motivation and helps overcome resistance.
Aligning OKRs with Employee Needs
Josh highlights the need to connect OKRs to the employeesâ sense of purpose. Everyone within an organization has customersâwhether theyâre external consumers or internal stakeholders. For example, an HR professionalâs customers might be employees seeking benefits or managers hiring talent. By adopting a customer-centric mindset, employees at all levels can see how their roles contribute to organizational success, making them more engaged and motivated.Key Behaviors for Customer-Centric Organizations
Understand Customers Deeply: Organizations should invest in customer discovery, understanding who their customers are, their motivations, and what challenges they face.Prioritize Value Creation Over Sales: Beyond generating revenue, focus on how customers use products and whether those products are delivering real value.Foster a Problem-Solving Culture: Empower employees to solve problems rather than prescribing solutions.Enhance Communication and Transparency: Ensure alignment and clarity in how OKRs connect to customer and employee goals.
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In this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public, private, and not-for-profit, focusing on building effective strategies that yield tangible results for her clients.
Laura emphasizes the importance of understanding customer motivations, which she identifies as a mix of rational benefits and emotional responses. She believes that successful businesses must grasp these motivators to craft compelling customer promises and enhance their customer journeys. By identifying critical touchpointsâmoments of truth in customer interactionsâshe helps organizations differentiate themselves and create impactful experiences.
Navigating Customer Experiences
When asked about navigating customer experiences, Laura discusses the necessity of addressing both rational and emotional aspects of customer interactions. She points out that different customer segments require unique approaches, and emphasizes active listening as a universal skill for frontline teams. Demonstrating empathy and understanding is crucial in resolving customer pain points effectively.
The Role of Personalization
Personalization is another key topic. Laura highlights its growing importance in creating customer-centric organizations, where customers feel valued and understood. However, she warns against overextending resources in an attempt to personalize too much, advocating for a balanced approach that aligns with an organization's maturity and capabilities.
Future Trends to Watch
Looking ahead, Laura identifies two critical trends for organizations to focus on in the next 6 to 12 months. First, she stresses the need for businesses to deeply understand customer journeys, pinpointing pain points and identifying suitable solutions before adopting new technologies. Second, she emphasizes the importance of connecting customer experience improvements to business outcomes, urging customer experience professionals to work closely with finance teams to demonstrate the value of their initiatives.
Essential Tools and Resources
When it comes to tools, Laura shares her reliance on TheyDo, a journey mapping and management tool that enables her team to visualize customer interactions and prioritize improvements effectively.
Influential Reads
Laura also reflects on the impact of Simon Sinekâs book, Start with Why, which underscores the significance of purpose in driving engagement and motivation within organizations. This concept has influenced how she advises clients on articulating their core missions.
Current Excitement
Currently, Laura is excited about the repositioning of Level5 Strategy. The firm aims to communicate its focus on creating data-driven strategies that stick, aligning closely with client feedback and needs.
Connecting with Laura
Listeners can connect with Laura on LinkedIn and through the Level5 Strategy website, where they can explore more about their customer experience offerings.
Inspiration During Challenges
To wrap up the episode, Laura shares her mantra during tough times: âJust keep moving forward.â This simple yet powerful reminder encourages incremental progress and continuous value creation.
This conversation with Laura Richard offers valuable insights into enhancing customer experiences, the importance of personalization, and strategies for organizational growth. Tune in to gain a deeper understanding of how to drive impactful change in your busin
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In today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the significance of leveraging data to enhance decision-making around an organizationâs most valuable asset: its people. As a member of ZeroedIn Technologies, Keith is dedicated to turning HR and business data into actionable workforce intelligence.
Keith's Journey
With a background in information management systems, Keith combines technical expertise with deep knowledge of HR practices, including benefits, payroll, and core HR functions. His experience allows him to create comprehensive reporting solutions that empower organizations to make informed decisions using historical data.
About ZeroedIn Technologies
Founded by a visionary who Keith has collaborated with since the early 90s, ZeroedIn aims to address the issue of siloed HR solutions. These systems often offer a wealth of data but lack the insights needed for effective workforce management. ZeroedIn integrates data from various HR functionsâsuch as learning, benefits, and payrollâinto a unified platform that provides a single point of truth regarding employee interactions and performance.
Success Stories
Keith highlights several success stories from his work with clients. For instance, in organizations with outdoor workers, ZeroedIn correlated core HR information with weather data. This analysis helped clients understand how environmental factors affected performance and efficiency.
In the retail sector, ZeroedIn assisted clients in correlating employee performance data with sales figures. This integration enabled store managers to identify top performers and allocate coaching resources effectively, thereby enhancing overall sales output.
Trends for 2025: Merging Human and Data Intelligence
As organizations move toward 2025, Keith identifies two key trends: collective listening and the adoption of artificial intelligence (AI). Collective listening involves combining quantitative data from various systems with qualitative insights gathered from employee surveys and communications. This approach provides a comprehensive view of organizational health.
In the realm of AI, Keith discusses the potential of machine learning and large language models. These technologies can analyze historical data, generate predictions, and even interpret complex datasets in user-friendly formats. For example, managers can leverage AI to gain insights from dashboards, enabling them to understand trends and identify actionable strategies without needing advanced technical skills.
The Role of Critical Thinking
A key question arises: as AI becomes more integrated into decision-making, will critical thinking diminish? Keith addresses this concern by encouraging a balanced approach. He believes AI should enhance human capabilities rather than replace them. By using AI-generated insights as a starting point, professionals can apply their expertise and intuition to delve deeper into the data, ultimately leading to more informed and innovative decisions.
Conclusion
Keith Goodeâs insights reveal the immense potential of data in transforming HR practices. Through platforms like ZeroedIn, organizations can harness their data to make better, faster decisions that positively impact their workforce. As technology evolves, the fusion of human insight and data intelligence will be crucial in navigating the future of work.
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In this solo episode of "Navigating the Customer Experience," host Yanique Grant reflects on her podcasting journey and offers encouragement to those considering starting their own. With 245 episodes under her belt and a recent transition to video podcasting, Yanique shares insights on overcoming fears and embracing new challenges.
Yanique begins by discussing her mission through her company, Professional Training & Occupational Services, which aims to create a more caring world. Inspired by the cartoon "Care Bears," she emphasizes that customer experience is a vital part of life and encourages listeners to view their interactions as opportunities to serve others.
As she dives into her podcasting experience, Yanique reveals her initial apprehensions about switching to video format. However, through research and conversations with fellow podcasters, she has begun to embrace this new medium, finding it a rewarding way to connect and share knowledge.
She believes that customer experience is not just a professional focus but a lifestyle that requires commitment and passion. Yanique encourages those feeling timid about starting a podcast or business to take action, reminding them that success comes from trying, even in the face of fear and anxiety. She acknowledges that even successful individuals face challenges, but overcoming these obstacles can lead to personal growth.
Yanique also emphasizes the importance of sharing knowledge and skills. With numerous platforms available today, everyone has the opportunity to showcase their unique talentsâwhether itâs baking, crafting, or any other skill. She reassures listeners that they possess unique value that cannot be replicated, and encourages them to embrace their individuality.
Continuing her message of empowerment, Yanique highlights the vast resources available online for learning and growth. She believes that anyone can learn new skills with a little effort and encourages listeners to leverage online platforms to their advantage.
In closing, Yanique expresses her gratitude for the support of her audience, inviting them to share feedback and suggestions for future episodes. She hopes that listeners find the same passion in their pursuits as she does in teaching customer service. By surrounding themselves with positive influences and focusing on their goals, Yanique believes that anyone can achieve their dreams.
Tune in to this inspiring episode for valuable insights on embracing your journey, whether in podcasting, business, or personal growth!
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Andrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles became popular.
Over the years, Andrew expanded his expertise beyond public relations into various marketing communications roles. His pivotal move came when he joined Cisco Systems, where he transitioned from marketing to the newly established customer experience function. At that time, Cisco primarily sold hardware with long sales cycles and minimal customer interaction. However, the company's shift towards a recurring revenue model and the rise of software as a service (SaaS) transformed customer engagement.
As part of a small team at Cisco tasked with redefining customer interactions, Andrew gained extensive experience in digital CX, voice of the customer initiatives, and journey mapping. This journey laid the foundation for his later successes in customer experience, where he has won multiple international awards and contributed to thought leadership in the field.
Evolving Customer Expectations
Andrew identifies two major trends currently shaping customer expectations:
Consistency Across Experiences: Customers now expect seamless and consistent interactions across all channels. This shift has been heavily influenced by leading companies like Amazon and Apple, which have set high standards for user experience. The ease of searching for, purchasing, and returning products has raised customer expectations across all industries, including B2B environments.Digital-First Interactions: The demand for digital experiences has surged, particularly accelerated by the COVID-19 pandemic. Customers now expect to engage with companies through digital channels first, regardless of their size. This expectation includes easy access to information and services, marking a significant change in customer interaction dynamics.The Importance of Self-Service
Research indicates that up to 80% of customers seek information independently before contacting a company. This trend highlights the necessity for robust self-service options. Companies should invest in knowledge bases that feature diverse content formatsâtext, video, infographicsâto cater to different customer learning preferences. By enabling customers to resolve issues on their own, organizations can enhance overall satisfaction and engagement.
Harnessing Data for Enhanced CX
As Andrew looks ahead to 2025, he emphasizes the critical role of data in shaping customer experience strategies. He advocates for organizations, regardless of size, to consolidate data from various sources to create a holistic view of customer interactions. Understanding customer needs through predictive analytics will be essential for delivering personalized and effective experiences.
In conclusion, Andrew Carothersâ journey reflects the evolution of customer experience driven by changing expectations, the rise of digital engagement, and the strategic importance of data. His insights and experiences position him as a leader in the field, guiding organizations toward more customer-centric practices and enhanced satisfaction.
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In this episode of Navigating the Customer Experience, host Yanique Grant interviews Rusty Rueff, a seasoned leader with a diverse career in entertainment, talent management, and philanthropy. Rusty shares insights from his journey, which includes significant roles at PepsiCo and Electronic Arts (EA), where he was instrumental in global human resources and talent management.
Rusty discusses the core concepts from his latest book, The Faith Code, emphasizing the importance of building a life platform based on enduring values and relationships rather than transient interests. He highlights the need for balance among mind, body, and spirit to achieve personal fulfillment and professional success.
The conversation also explores the relationship between personal wellness and delivering exceptional customer experiences, with both Rusty and Yanique stressing the significance of self-care. Rusty shares his mantra: "Fearlessly be yourself," underscoring authenticity as a key element of effective leadership.
Additionally, Rusty addresses the impact of technology on society and encourages embracing innovations like generative AI to enhance productivity. He expresses excitement about future projects, including recording an audiobook version of The Faith Code and engaging in new ventures that foster meaningful connections among people.
This episode is rich with practical advice and reflections on navigating life with purpose and intention, making it a valuable listen for anyone looking to improve their customer experience skills or integrate holistic wellness into their daily routine. -
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Marybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwlâs CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating awesome knowledge based software.
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· We always like to give our guests an opportunity to share in their own words, a little bit about their journey. So, if you could share with our listeners just a little bit about how you got from where you were to where you are today.
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Bob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as an Emergenetics advisor and Predictive Index practitioner, equipping him with a profound understanding of human behaviour and cognition.
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· So, we always like to ask our guests, in your own words, could you share a little bit about your journey? How you got from where you were to where you are today?
· What would you say maybe if you could pick three overarching tenets or competencies that you believe CEOs need to practice or embrace in order to really achieve the three areas that just mentioned.
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Barbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clientsâ strengths while pinpointing weaknesses in the competition, utilizing GPS location data. This approach results in a significant and measurable impact on foot traffic and online engagement, making their efforts truly game changing and successful.
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· Now, we always like to ask our guests in their own words, if you could share a little bit about your journeys, how you got from where you were to where you are today.
· Can you share with our listeners in the most simplest layman terms, what exactly is geofencing?
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Alan Versteeg, an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sales and sales management. This success led him to co-founding Growth Matters, where Alan and his team have developed over 2,000 sales managers across 45+ countries and diverse industries.
Known for his candid and light-hearted approach, Alan's passion for the sales profession shines through in his insightful talks, leaving audiences engaged with his wisdom, expertise, and memorable one liners.
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· Now, could you start by sharing with our listeners a little bit about your journey, how it is that you got from where you were to where you are today.
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Neil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations.
Possessing excellent interpersonal, presentation, written and verbal communication skills, which are used to solve problems, consult on technology projects and develop long-term collaborative relationships.
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Dr. Eric Recker is a dentist, husband, father, keynote speaker, Elite Success Coach, author, pilot, mountain climber and recovering triathlete. In his second half of life, he is committed to helping people shorten the distance to becoming their best version and learning to #WINtheNOW.
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· We'd love for you to share in your own words a little bit about how you got from where you were to where you are today.
· Could you share maybe two or three overarching themes that you believe have been the core values that have driven you to get to where you are today, and if other people were to embrace or embody those same core values, you believe they would achieve the same success.
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Daniel Ruby is a VP of Marketing at Nobl9. Ruby is a dynamic marketing executive with a focus on B2B marketing, and has significant experience building teams and driving successful, data-driven programs for a range of startups and mid-sized organizations. As the Director of Online Marketing for Localytics, Ruby was the first marketing hire and scaled his team to a full-fledged marketing department with domain specialists focused on mobile apps.
Ruby also has a background in journalism and spent several years guest lecturing marketing courses at Bentley University, bringing this dynamic skill set to his current role at Nobl9. Ruby holds a BA in Broadcast Journalism from the University of Missouri-Columbia and an MBA in International Business from Brandeis University.
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Irina Vatafu has nearly a decade of experience in customer-facing roles, she is deeply passionate about working with people, and dedicated to ensuring every customer feels valued and respected. Currently serving as the Head of Customer Success at Custify, Irina thrives in roles that require effective communication, problem-solving and empathetic engagement.
Her commitment to continuous improvement and staying current with industry trends ensures that her approach remains innovative and impactful. One of her key strengths is creating a collaborative and supportive environment that consistently delivers exceptional experiences and fosters strong customer loyalty. At the heart of her work is a dedication to championing the needs and voices of customers, which continues to inspire and drive her every single day.
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Richard Weylman was orphaned at age 6 and he lived in 19 foster homes and attended 11 different schools. Rather than becoming the victim of those circumstances, he overcame them and he has had remarkable business success, including as an award-winning General Sales Manager of Rolls Royce to Head Sales and Marketing for the Robb Report, a Magazine for the Luxury Lifestyle from its inception until its record liquidity event.
A Hall of Fame inducted Keynote Speaker, Richard has also been inducted into the Customer Experience Hall of Fame for his legendary work helping brands engage with their customers and retain them.
He is the author of two international bestsellers, the latest of which, The Power of Why: Breaking Out in a Competitive Marketplace is in seven languages and is also a CEO Reads best seller.
His next book
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Debbie Miglaw is Head of Digital Solutioning & Business Development at Broadridge. She and her team of digital sales specialists, solutions architects and business analysts are responsible for consulting with clients to define the digital solutions that support their digital transformation and customer experience goals.
The team of experts work with clientsâ business and technology stakeholders to map the solution from ideation to implementation. Debbie has extensive experience in helping clients with their print-to-digital transformations. Prior to her current role, Debbie was responsible for designing and executing the product vision and strategy of Broadridge Customer Communications omni-channel solutions.
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· Now, could you start off by sharing with our listeners a little bit about your journey, how it is that you got from where you were to where you are today?
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Joel Passen is a proven technology entrepreneur and leader with 20+ years of success creating value and driving measurable results at the intersections of sales, business development, product strategy, operations and customer experience.
Before co-founding Sturdy, a next-gen customer experience solution that helps companies improve customer satisfaction. Joel co-founded Newton Software, a B2B SaaS company headquartered in San Francisco that was acquired by Paycor (2016). Prior to that, Joel co-founded Gravity Technologies, Inc., a company that owned and operated businesses in the talent acquisition industry, including the first recruitment processing outsourcing company focused on technical talent.
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Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value driven service.
Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural transformation to help businesses achieve greatness. They are the authors of Supercharging the Customer Experience: How Organizational Alignment Drives Performance.
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Vaishali Dialani is a multi-award-winning Customer Experience professional in the Middle East, has been recognized as a CXPA Emerging Leader, a finalist for CX Leader of the Year 2023, and has been ranked among the top CXMStars worldwide in both 2023 and 2024. She is a firm believer in the power of knowledge sharing to foster growth and awareness within the CX community.
With over eight years of experience as a data-savvy experienced designer, research specialists, and strategic change-maker, Vaishali passionately advocates for the integration of emotions and efficiency through customer experience research, product insights and communication. She currently serves as a Senior CX Strategist at Konabos, a consulting firm specializing in digital transformation.
Her commitment to knowledge sharing is evident through her involvement in podcasts, blogs, guest lectures, speaking engagements, and training programs. Additionally, she conducts leadership training workshops for professionals with low literacy levels, making a positive impact through collaborative efforts across diverse spheres.
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Robert Scarperi, Bob has been a leader in professional services, SaaS, financial services, ad tech mar tech, and management consulting for 32 years. His company, Revenue Vision Partners is the industry's leading data-driven revenue growth consulting firm.
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· Could you share with our listeners, just a little bit about how you got from where you were to where you are today?
· You wrote a book called Data and Diagnosis-Driven Sell
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