Be Customer Led

Podcast and blogging on CX, EX and creating cultures maniacal about your customer

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The Metaverse is dead. Long live the Omniverse.

Latest article from Be Customer Led on refocusing from metaverse to the omniverse. Don't get stuck in all the press and terms - customers will bounce between digitally immersive, digital, and physical channels. becustomerled.com

The metaverse is a meaningful space that will be more familiar to each of us in the coming years. What all of the media is forgetting though, and perhaps the players and brands getting into this space, is that the metaverse is just another avenue we, as customers, will jump in and out of when interacting with brands. What’s The Experience Today? Let’s use your current bank as an example. Today,…

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Latest episode with Lou Carbone, The Godfather of #customerexperience - Download and listen here: linktr.ee/becustomerled or becustomerled.com https://www.instagram.com/p/CV3v_efv7RP/?utm_medium=tumblr

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There are over 20 million #customerexperience and #employeeexperience practitioners, globally. While the Be Customer Led podcast doesn’t have that many listeners (yet), our community now spans 76 countries, and we just won Best Business Podcast for 2021. Listen to the show here: linktr.ee/becustomerled and find out what this global conversation is about. https://www.instagram.com/p/CQxSkQVtGqx/?utm_medium=tumblr

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Latest episode with @aprilshprintz talking about The Generosity Culture. Amazing show with immediate takeaways for any leader. #culture #customerexperience #employeeexperience #leadership #leadershipdevelopment #womeninbusiness https://www.instagram.com/p/CPdxgywD9nEZWK5452jd-dOA1KHAUCqyKSX9kk0/?utm_medium=tumblr

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My Post Traumatic Growth

Post Traumatic Growth is Real In a post-pandemic world, many are suffering. But others are experience growth as they emerge from a difficult year. Why is that?

Last year, and to some extent, 2021, have been very stressful for so many. The pandemic has not only shaped us as individuals, but it will be a defining cornerstone for many generations as well. I think of my own family, with Generation Alpha aged children, or those born between 2010 and 2024, and how the pandemic will change them forever. And while many have and will suffer from post traumatic…

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Latest episode of @becustomerled with @dennis.geelen Geelen - Founder of Zero In and author of The Zero In Formula. Great show chock-full of take-aways. Listen on becustomerled.com or download at linktr.ee/becustomerled https://www.instagram.com/p/CPD7dEYjfkcZ5v8_MBfrMGxo3SwqJN2YfW6Gy40/?utm_medium=tumblr

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Latest episode of Be Customer Led - download/listen here: linktr.ee/becustomerled - we cover #culture #humanresources #leadership and #blacklivesmatter impact on the workforce. Great episode with two amazing leaders in the #employeeexperience space. https://www.instagram.com/p/COyJCtgjIt-lYlZ28hZOYsWxjhh3aMsREN0JMg0/?igshid=1a2te4dm9v9kq

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Latest pod dropped with Jamie Swalgin from @t._rowe_price - a true #customerexperience practitioner in the trenches everyday. Listen here: becustomerled.com or here: linktr.ee/becustomerled https://www.instagram.com/p/COjbYr7HXp-/?igshid=1sc010k1o2s2x

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The ROI of CX - A CFOs View

The ROI of CX - A CFOs View Finally a financial model you can take to your CFO and have a meaningful discussion on the impact the CX Team is having.

A LinkedIn colleague, Alex Meade, recently posted about too many Customer Experience (CX) Influencers out there posting too much CX Theory. In the same post, he also said there are not enough CX Leaders posting practical advice to help others in CX be successful. Challenge accepted! Let’s talk about CX ROI, shall we? The topic of Return on Investment in CX has been ongoing. I am also hearing…

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Latest episode with Brett King. Founder & Executive Chairman at Moven. We talk all-things #fintech and how #technology is impacting the #customerexperience in financial services. Download here: linktr.ee/becustomerled https://www.instagram.com/p/CN8uNbgpFhR/?igshid=w6ydp95xour8

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Peak End Rule & Employee Experience

The Peak-End Rule can be a powerful tool for employee experience efforts. I'd love to see companies put an "exit-NPS" in place, asking former employees if they'd recommend the company to non-employees.

I have been thinking about the Peak-End Rule lately and it’s usefulness in designing Customer Experiences. For those not familiar with the Peak-End Rule, it’s a cognitive bias that impacts how people remember events or experiences from the past. Specifically, intense positive or negative moments (the Peak) and the final moments of an experience (the End) are heavily weighted in determine if it…

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Be Customer Led interviewed Antonia Hock, Global Head of The Ritz-Carlton Leadership Center. We talk about the Service Experience and the importance of Service Recovery.

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@becustomerled just dropped our latest episode with @customer_experience_with_jill - check it out on becustomerled.com. #customerexperience #employeeexperience #culture #humanresources https://www.instagram.com/p/CL92dmijxtg3N592RhhwBMrRRPGnUKJepzaaB00/?igshid=ns3w3txfz94b

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Just dropped out 30th episode with Anne Witherspoon from @txcapitalbank - great show covering #cx and #womeninbusiness - download here: https://linktr.ee/becustomerled

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Latest episode of @becustomerled with Gary Magenta from @rootinc talking about his new book, Blowing Up the Box. Amazing convo on #customerexperience #disruption and #innovation. Access content here: https://linktr.ee/becustomerled https://www.instagram.com/p/CLLbGkMJC1Z/?igshid=1h09jww3k4hvs

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@becustomerled just dropped our latest episode with Gary Magenta, SVP at @rootinc - fantastic convo with an industry veteran and incredible leader in the CX & EX space. We cover Gary’s new book - Blowing Up the Box: Disrupting the Customer Experience. #customerexperience #disrupt #disruption #innovation https://www.instagram.com/p/CLH1RDwDMWiryblFF_-dRvuXN04djs7DrZswEE0/?igshid=1xefnp7wyboo2

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Artificial Intelligence in CX

Artificial Intelligence in Customer Experience How the technology is changing the game and why we must embrace it.

Artificial Intelligence (AI) in CX, or Customer Experience, is having an amazing impact on our day-to-date work. And the fun is just beginning.  Some of this can get technical quickly (particularly the embedded links), and this is a little bit of a longer post than others. But it is important for us to think about AI’s impact on all of our roles, and how the technology to drive efficiency for…

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