Be Customer Led

What if the biggest CX problems aren't really about technology at all?In this conversation, Anna Falcon, VP, CX Transformation Practice Leader at MCA Connect, shares her view on what it takes to create better customer experiences.Anna explains why true transformation needs more than a new CRM or AI tool, and requires the right mix of people, processes, technology, and a clear customer vision. She also shares a powerful example of a company that cut its sales cycle from 60 days to just one week through a lead-to-cash transformation. The conversation explores how businesses can measure CX success, why employee engagement matters, and where AI can make the biggest difference."AI and technology should help enable and empower everything around the human and remove the friction and the mental load and the activity and things that make it harder to be a good human, but it shouldn’t replace the human. It should enable, empower, support and enable humans to connect better." - Anna Falcon[01:03] Anna's Professional Background[06:51] Defining CX Transformation[08:01] Case Study: Lead to Cash Transformation[14:21] Measuring Success in CX Transformations[16:43] The Role of AI in CRM Ecosystems[20:14] Practical AI Use Cases for Business[30:29] What's Next for CX?[33:18] Contact InformationConnect with Anna:LinkedIn: linkedin.com/in/annafalcon/Website: mcaconnect.com/

What does it take to deliver world-class customer support in an AI-driven world? In this episode, Mark McKercher, VP of Global Customer Support at Sovos, explores how B2B customer experience has evolved and what the future of support looks like. He shares lessons from his career across Amazon, Google, Samsung, Roku, and Sovos, and explains why customer effort and outcomes now matter more than traditional speed metrics. Mark discusses how AI is transforming support, from automating simple interactions to enabling teams to focus on complex customer needs. He also shares practical lessons on AI adoption, change management, data quality, global support, partner ecosystems, and measuring impact.HIGHLIGHTS[02:05] Mark's Career Journey and Role at Sovos[04:17] Shifts in World-Class Customer Support [07:00] Impact of AI on Customer Support [09:32] Complexities of Global Support at Sovos [16:34] Partner Integration and AI Deployment [25:52] Metrics and Success Measurement[34:38] Future of Global Support Roles Connect with Mark:LinkedIn: linkedin.com/in/mmckercher/Website: sovos.com/

What happens when AI stops being a buzzword and starts changing how contact centers actually work?Meet Jon Lunitz, the Chief Growth Officer at DATAMARK.Jon talks about his career and how working on both the client and supplier sides helps him understand what businesses really need. He also explains DATAMARK's approach to AI, where technology supports people instead of replacing them.Jon also explores DATAMARK's human-in-the-loop approach, including DataSmart, an AI-powered knowledge tool, and DataScribe, which automates after-call work while analyzing customer sentiment. Looking ahead, Jon argues that contact centers are moving beyond labor arbitrage toward higher-value work, where problem-solving, empathy, and critical thinking become increasingly essential.HIGHLIGHTS[02:04] Jon's Professional Background[04:59] Overview of DATAMARK[07:33] DATAMARK's In-House AI Tools[10:50] Deep Dive into DataSmart[18:01] Capabilities of DataScribe[21:28] AI Impact on Business Models and ROI[27:50] The Future of Contact Centers[35:19] Upcoming DATAMARK DevelopmentsConnect with Jon:LinkedIn: linkedin.com/in/jon-lunitzWebsite: datamark.net/Mentioned in the episode:Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

Art can change more than just a space. It can change lives!In today's conversation, Christina Bailey, Chief Growth Officer at ArtLifting, talks about ArtLifting's mission, inspiring artist stories, and the challenges many people with disabilities face.Christina also explains how businesses use art to create more welcoming and inclusive workplaces, improve employee and customer experiences, and strengthen their culture. She shares how ArtLifting measures its impact, explores future opportunities such as healthcare and art leasing, and explains why every piece of art has a story that brings people together and creates lasting connections.[01:34] Introduction to ArtLifting and Its Mission[08:48] Challenges and Solutions for Artists with Disabilities[11:44] Business Case for Corporate Clients[18:17] ArtLifting's Role in Corporate Spaces[27:50] Impact of ArtLifting on Artists and Companies[32:28] Future Opportunities for ArtLifting[36:24] Engage with ArtLifting!Connect with Christina:LinkedIn: linkedin.com/in/christina-strubbe-bailey/Website: artlifting.com

Trust is built one voice at a time, and every review tells a story that shapes better products. In a world where customer expectations move fast, listening deeply is no longer optional; it's a competitive edge!In this conversation, we speak with Alicia Skubick, Chief Customer Officer at Trustpilot, about how companies can build strong customer experiences based on trust and real feedback. Alicia shares her journey through marketing and technology roles and explains how Trustpilot puts the customer at the center of everything it does. She discusses how teams use customer reviews to learn, improve products, and build empathy inside the company. The conversation also explores trust, transparency, and how AI is changing customer experience.Highlights[05:22] Internal Customer Experience at Trustpilot[09:14] Role of Chief Customer Officer vs. Traditional Roles[11:20] Building a Customer-Obsessed Culture[15:15] Trust and Transparency at Trustpilot[18:48] Metrics for Trust and Integrity[20:45] Who's Missing from Review Data?[23:32] What Happens When Users Push Back?[27:27] Customer Data and Insights[29:43] AI: Threat or Opportunity in CX?Connect with Alicia:LinkedIn: linkedin.com/in/aliciaskubick/Website: trustpilot.com/