Be Customer Led

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 working in early tech companies. He later helped build large home services companies like Angie's List and HomeAdvisor. While working there, he learned a lot by personally handling customer complaints. He noticed that many customers get frustrated because it is hard to reach support teams, and they often wait too long or get passed around, which led him to start Regal.Regal uses AI agents to answer customer calls, help solve problems faster, and reduce costs for companies. The discussion also explains how AI is improving but still needs human support, especially for emotional situations. Alex believes AI will play a big role in future customer service, especially through voice. HIGHLIGHTS[01:38] Alex's Career Journey[03:43] Challenges in Customer Support and the Birth of Regal [05:40] Regal's Platform and Its Impact on Customer Support [11:37] The Evolution of AI Agents and Their Capabilities [16:15] Conversational Design and Customer Experience [19:40] Measurable Improvements and Future of AI in Customer Support [22:30] Challenges and Limitations of AI in Customer Support[25:53] Regal's Vision and Future Plans RESOURCESConnect with Alex:LinkedIn: linkedin.com/in/alexlevin1/Website: regal.ai/Email: mailto:hello@regal.ai

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 discussion, Doug explores how generative AI is moving beyond "table stakes" to fundamentally transform the emotional arc of customer service.[01:29] Future of AI in Customer Service [06:59] The Importance of Emotional Connection in Customer Service [11:51] Skills for Future CX Leaders [18:00] Examples of AI Influencing Customer Service Connect with Doug: LinkedIn: linkedin.com/in/douglaskramon/

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 journey, from studying cultural anthropology to building customer service programs within major media organizations. He then explains how his current team supports fans across five key areas: Watch, Play, Read, Engage, and Listen, spanning streaming, fantasy sports, social media, radio, and more.The conversation explores AI's growing role in empowering care agents, improving knowledge bases, and reducing customer effort. Doug also highlights the importance of emotional connection in fan support and the need for strong cross-functional skills among future CX leaders.HIGHLIGHTS[01:40] Doug's Career Journey[05:38] Delivering Fan Support Across Pillars[18:01] AI's Role in Enhancing Customer Service[27:31] Challenges and Opportunities with AIConnect with Doug:LinkedIn: linkedin.com/in/douglaskramon

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 the CTO of Onid in the authentication and identity space. Today, he leads Onfire AI in its mission to revolutionize the customer journey for technical buyers, specifically CTOs, CISOs, and CIOs by leveraging vertical AI to create more meaningful, contextual connections between buyers and sellers.The conversation explores how AI can be used to enhance, rather than diminish, the customer experience within the sales and shopping portion of the journey. Tal explains how Onfire AI cuts through the "noise" of automated outreach by combining CRM data with live web signals from communities like Reddit and X to identify "in-market" buyers. They discuss the shift toward "human-in-the-loop" AI that empowers sales teams to provide highly personalized, timely outreach that respects the buyer's time and solves their specific pain pointsHIGHLIGHTS02:26 – the Mission of Onfire AI05:22 – Solving the "Noise" Problem for Technical Buyers10:05 – The Three-Layer AI Engine: Data, Context, and Human Tone14:40 – Measuring ROI: 4x–8x Increases in Engagement18:04 – Strategic Intelligence and the Future of BuyingConnect with Tal PeretzCompany Website: onfire.aiGuest Email: tal@onfire.aiLinkedIn: Tal Peretz

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 unconventional career journey from joining the U.S. Marine Corps to leading large-scale customer experience transformation in government. The conversation dives deep into what makes public sector CX fundamentally different from the private sector, where trust, policy, and lack of consumer choice reshape how success is measured. John shares behind-the-scenes insights from his time at VA, including pandemic response, vaccine delivery, PACT Act outreach, and game-changing initiatives such as VSAFE to combat fraud. Together, they unpack CX metrics, employee experience, and what a true public-sector CX playbook looks like, centered on trust, proactive outreach, and meaningful service recovery. [02:20] John's Career Journey [07:33] Role at Granicus and VA CX Improvements [12:02] Challenges and Differences in CX in Public vs. Private Sector [18:36] Impact of COVID-19 and VA's Response [31:23] Employee Onboarding and Metrics [35:55] Game-Changing Improvements at VA [39:06] Designing a CX Playbook for the Public Sector [41:55] Contact Information Connect with John:LinkedIn: linkedin.com/in/johnboerstler/Email: john.boerstler@granicus.comResources:The CX Cookbook by Veterans Experience Officehttps://www.performance.gov/cx/assets/files/va-customer-experience-cookbook.pdf

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 Flip started and explains how their technology replaces old, frustrating IVR systems with natural, conversational voice experiences. Instead of pressing numbers, customers can simply speak and get real help faster!The discussion covers how AI now understands everyday language and works alongside human agents rather than replacing them. Brian explains how Flip handles common customer requests like order updates, returns, and cancellations, and how AI can manage a large share of calls while improving customer satisfaction. We also discuss how success is measured, using metrics such as wait time, call resolution, and customer satisfaction. The episode ends with a look at the future of voice AI and how better conversations can drive stronger business results. Highlights[01:31] Brian's Background and Flip's Origin [04:40] AI's Role in Transforming Customer Experience [07:02] Flip's Unique Approach to Voice AI[16:36] Balancing AI and Human Interaction [19:24] Metrics and Success Measurement [24:27] Handling Complex Transactions [27:35] AI Handling Contact Volume [35:07] Deployment and Analytics [38:53] Future of Voice AIConnect with Brian:LinkedIn: linkedin.com/in/bschiff/Website: flipcx.com/

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. Matt calls himself a "consumer anthropologist" because he loves understanding why people behave the way they do.He believes that great customer experiences start with employees who feel valued and supported. When people believe in what they do, they create stronger connections with customers.Matt talks about key ideas from his book, Built on Belief, such as "people not products" and "belief fuels commitment." He explains the difference between a culture where employees only follow rules (compliance) and one where they care and take ownership (commitment). He shares real examples from places such as Apple, Trader Joe's, Chewy, and Zappos to show how strong cultures are built.Matt also gives simple steps for leaders: know why you want a commitment culture, understand where you are now, move in small steps, and involve employees in shaping the future.[03:22] Matt's Career Journey[06:44] Key Themes in Matt's Consultancy and his Book [11:53] Culture of Compliance vs. Culture of Commitment [19:54] Building a Culture of Commitment [24:43] Starting with the Heart [33:05] Examples of Starting with the Heart [39:53] Practical Steps for Shifting to a Commitment Culture Connect with Matt:LinkedIn: linkedin.com/in/mamarcotte/Website: m2collaborative.com/Mentioned in the episode:Built on Belief: Why Cultures of Commitment Are the Competitive Advantage: amazon.com/Built-Belief-Commitment-Competitive-AdvantageBlueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

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 banking tools to create better in-person experiences. EJ also talks about why branches still matter today and how they are becoming community-focused spaces supported by digital and problem-solving specialists. He emphasizes the importance of empathy, curiosity, and adaptability in banking, highlighting that human skills are just as essential as technical ones. Overall, the discussion shows how innovative branch design can help banks stand out and better serve their customers. HIGHLIGHTS[01:06] EJ's Journey to DBSI[02:54] Overview of DBSI's Services [05:21] The Future of Bank Branches [10:49] The Role of Digital and Problem Resolution Specialists [18:15] Branch Design and Customer Experience [21:19] The Evolution of Bank Branches [32:50] The Impact of Branch Design on Customer Experience Connect with EJ:LinkedIn: linkedin.com/in/ejkritz/Website: dbsi.com

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 Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.Highlights[00:36] Casey's Career Journey [04:38] Overview of Zenarate[08:50] AI's Role in Zenarate[12:41] Attrition and Training Effectiveness [20:59] Customer Experience and Compliance [39:04] Implementation Challenges and Opportunities [42:31] Future of AI in CX Connect with Casey:LinkedIn: linkedin.com/in/caseydenby/Website: zenarate.com/

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 produce reliable answers. He highlights the risks of using crowdsourced content and stresses the importance of having a single trusted knowledge base across all channels.Brad also shares how organizations can keep their knowledge up to date by using feedback, analytics, and regular reviews. He discusses how AI may help with future updates, but human oversight will still be essential. He ends with simple advice for CX leaders: keep your knowledge organized, approved, and always up to date![02:55] Brad's Career Journey [06:34] The Importance of Knowledge Management in AI [10:06] Challenges and Misconceptions in AI and Knowledge Management[15:24] Applications of AI-Ready Knowledge Bases [20:48] Keeping Knowledge Bases Up to Date [32:11] Future of Knowledge Management and AI [38:30] Advice for CX Leaders [39:57] Contact Information Connect with Brad:LinkedIn: linkedin.com/in/brad-shawEmail: brad.shaw@livepro.com

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 discusses why AI projects in contact centers often bring strong results and how Laivly's platform, Sidd, supports agents by guiding them in real time, automating tasks, and improving customer satisfaction. He also shares real success stories with clients and discusses the future, where agents use AI to build stronger, more personal connections with customers while maintaining the human touch. [02:35] Matt's Career Journey [05:16] Challenges and Successes in AI Deployments [07:09] Laivly's Approach to Agent Assist and AI Agent [14:56] Technology and Integration at Laivly[24:03] Examples of Laivly's Impact on Client Success [36:57] Future of Customer Experience and Agent Roles Connect with Matt:LinkedIn: linkedin.com/in/matthew-brunoWebsite: laivly.com/Email: matt.bruno@laivly.comMentioned in the episode:The AI Mindset: Thriving Within Civilization's Next Big Disruption: amazon.com/AI-Mindset-Thriving-Civilizations-DisruptionBlueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

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 today's conversation, Gregorio reflects on his early career, emphasizing the value of human interaction and a key lesson he learned by listening to customer calls instead of relying only on presentations. The discussion also highlights how CX is more than a department; it is a mindset shaped by culture, core values, and transformation.Gregorio introduces his five principles for human-centric transformation: creating a shared vision, understanding problems, prioritizing pain points, innovating processes, and measuring progress. He illustrates these with both successful and unsuccessful change initiatives, stressing the importance of learning and incremental improvement.He also talks about challenges in healthcare CX, the role of AI in improving service and patient care, and the importance of continuous learning and collaboration. [01:35] Gregorio's Career Journey [03:59] The Importance of Business Transformation in CX [05:43] Framework for Human-Centric Transformation [13:34] Examples of Successful and Unsuccessful Change Initiatives [21:16] Challenges in Delivering Superior Patient Experience in Hospitals [28:46] AI Deployments in CX and Healthcare [34:02] Gregorio's Podcast and Its Impact [37:55] Connect with GregorioConnect with Gregorio:LinkedIn: linkedin.com/in/gregorio-uglioniWebsite: cxgoalkeeper.com/

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 highlights how human behavior shapes customer interactions. Drawing from his new book, The Psychology of CX 101, he explains how 101 psychological principles can be applied to create meaningful, trust-driven experiences that drive business success. Mark illustrates concepts such as the anchoring effect, peak-end rule, and Von Restorff effect with real-world examples, while also addressing the growing role of AI in customer service. Moreover, he explores practical strategies for measuring the impact of CX and creating experiences that are effortless and empathetic.[01:54] Mark's Journey to Customer Experience [04:00] The Intersection of Psychology and Customer Experience[07:43] The Psychology of CX 101 [13:37] Practical Examples of Psychological Principles [25:34] Measuring Customer Experience[27:46] AI and Customer Experience[32:35] Final Thoughts [33:25] Resources ResourcesConnect with Mark:Website: psychologyofcx101.com/LinkedIn: linkedin.com/in/marklevy/

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 inspiration behind his latest book, "Mindshift", and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth.The conversation also explores the evolving role of AI, shifting from automation and cost savings to augmenting human interactions and delivering personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in customer experience as a catalyst for transformation and long-term success![00:31] Guest Introduction[02:00] The Concept behind "Mindshift" [04:07] Empathy and Customer-Centric Approach [13:30] The Role of AI in Customer Experience [26:34] Developing Leadership Skills for Customer Experience [31:25] The Future of AI in Customer and Employee Experience Resources:Connect with Brian:Website: briansolis.com/LinkedIn: linkedin.com/in/briansolisMentioned in the episode:Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-VisionaryBlueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

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 recognition comes from color and shape, and why emotions drive 80% of buying decisions. Drawing from his book “Think Blink Manifesto”, Jean-Pierre shares examples of brands that succeed by building emotional connections and warns of the risks that arise when brands lose authenticity.The conversation also covers the seven key principles of emotional branding, the role of design and storytelling, and how AI can help personalize customer experiences. Jean-Pierre stresses the need to balance functional benefits with emotional connections, prepare for future disruptions, and focus on authenticity to create lasting customer loyalty.[01:44] Jean-Pierre's Career Journey [04:32] The Concept of the Blink Factor[07:53] Think Blink Manifesto and Its Purpose [09:27] Examples of Emotional Branding and Missed Opportunities [13:56] The Seven Tenets of Think Blink [21:11] AI and Emotional Connections at Scale [24:17] Blind Spots in the Experience Economy [27:09] Shifting from Function First to Emotion First  [30:28] Key Takeaways Connect with Jean-Pierre:LinkedIn: linkedin.com/in/jeanpierrelacroixWebsite: sld.com/Mentioned in the episode:Think Blink Manifesto: sld.com/books/think-blink-manifesto/

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 thought leaders of 2025 and author of "The Heart of Service", shares his unique perspective on blending empathy with technology. The conversation delves into real-world challenges in contact centers and explores practical AI applications, such as agent summarization and real-time voice translation. Nick advocates for a human-first approach, emphasizing the importance of solving real problems, gaining team buy-in, and bridging the "Go-Live Gap." Tune in and discover how to integrate AI without sacrificing the human touch![01:39] Nick's Journey and Perspectives on AI [03:53] Motivation Behind "The Heart of Service" [07:11] Choosing a Parable Format for the Book[09:33] Character Inspiration and Real-World Experiences [11:42] Human-Centric Approach to AI [15:23] Practical AI Applications in Contact Centers [19:31] Building Buy-In and Overcoming Skepticism [23:00] Addressing the Go-Live Gap Connect with Nick:LinkedIn: linkedin.com/in/nickglimsdahl/Website: press1fornick.com/

Noam Fine, CEO of Hear.ai, joins today's episode to explore how generative AI is revolutionizing customer experience (CX), particularly within contact centers. Noam explains the shift from using multiple specialized tools to a single autonomous AI platform that learns from customer interactions, enhances compliance, automates quality assurance, and delivers real-time insights.Highlighting a $2M cost-saving success story, he shares how AI reduces agent attrition and boosts performance. He also outlines a broader vision: AI analyzing unstructured data across all customer touchpoints, driving the evolution toward autonomous, adaptive contact centers that are transparent, efficient, and future-ready.[01:22] Noam's Journey [06:11] Challenges and Opportunities in CX with AI[10:35] Technical Infrastructure and Zero-Touch Platform [16:32] Success Stories and Impact on Agent Performance [22:10] Compliance and Regulatory Tracking[27:47] Expanding AI's Role Beyond Contact Centers [33:39] Vision for the Autonomous Contact Center [35:18] Future Directions and Exciting Developments Connect with Noam:LinkedIn: linkedin.com/in/noamfineWebsite: hear.ai/Email: noam@hear.ai

Today's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experiences. Ken Hughes, a renowned keynote speaker and consumer behaviorist, shares his journey to becoming the "King of Customer Experience." He explains the concept of the "blue dot customer," highlighting the shift toward customer-centric business models. Through compelling stories from brands like Ritz-Carlton, Zappos, and Virgin Atlantic, Ken demonstrates how culture, leadership, and emotional connection foster lasting loyalty. He also offers valuable guidance for leaders seeking to embed customer intimacy within their organizations and build enduring brand advocacy.[01:00] Ken's Journey to Becoming the "King of Customer Experience"[03:41] The Importance of Action in Customer Experience Metrics[04:58] Customer Experience Stories[16:25] The Blue Dot Customer: A Metaphor for Customer-Centric Business Models [21:17] Embedding Customer Intimacy in Company Culture[32:33] The Power of Stories in Customer Experience Connect with Ken:LinkedIn: linkedin.com/in/kenhughesie/Website: kenhughes.info/

This episode features Martin Palamarz, co-founder and Chief Customer Officer at TheyDo. Martin shares his global career journey, working with iconic brands like IKEA, Volvo, Nike, and Adidas from Sweden to the UK. He explains how his passion for customer behavior and Agile practices led to co-founding TheyDo to help enterprises act on customer feedback at scale. Furthermore, Martin introduces the concept of journey management, which is aligning data, teams, and decisions to improve customer experience. He also explores how AI enhances this process and emphasizes linking CX improvements to real business outcomes and metrics.[01:44] Martin's Career Journey and Founding TheyDo [05:28] Challenges in Customer Journey Management[11:37] Introduction to Journey Management[18:04] Examples of Journey Management Success [23:32] Challenges in Becoming Customer-Centric [30:15] Future Initiatives and AI in Journey ManagementConnect with Martin:LinkedIn: linkedin.com/in/palamarzEmail: martin@theydo.com Website: theydo.com/

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 learning help turn data into action and offers thoughtful advice on staying customer-focused in the long run. [01:47] Dr. Chitra's Career Journey [07:37] Insights from Dr. Chitra's Career [10:55] Amazon's Employee Feedback Program: Amazon Connections [17:54] Impact on Employee Experience [21:40] Challenges and Innovations [34:29] Dr. Chitra's Role at Atlassian [36:00] The Role of AI in Capturing Sentiment [39:09] Final Thoughts Connect with Dr. Chitra RanganathanLinkedin: linkedin.com/in/chitra-ranganathan-ph-d-Website: atlassian.com/Follow Be Customer Led on LinkedInlinkedin.com/company/becustomerledConnect with Marbue Brown on LinkedInlinkedin.com/in/marbuebrown