Experience Leader
Experience-driven companies lead their industries, and the world is taking notice. Let's learn how to provide consistently great customer experiences—together. Welcome to the Experience Leader Podcast.
Episodes
Why do we have so many managers, but so few leaders? What does it even mean to be a leader? How do you become one? In this episode, I talk with Jennifer Borchardt, VP of Experience, Financial Services at Publicis Sapient about how to cross over into leadership.
The episode begins with Jennifer reflecting on her journey and how her view of leadership has evolved over time. Jennifer has worked in various roles within the se...
Show Notes
Episode Overview
In this episode, Chris Spiek, a luminary in the product development sector,me to discuss the transformative potential of the Jobs to be Done theory in business strategy. Chris shares his journey of collaborating with Apple to bring the innovative tap-to-pay feature to market, and how one feature born out of JTBD Research created a feature single-handedly responsible for 50% of company revenue. Tune in...
In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships.
Key Takeaways
- The importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just ...
In this episode of Experience Leader, Devin talks with legendary hotelier, co-founder of the Ritz-Carlton Hotel Company, and founder of Capella Hotel Group, Horst Schulze. They talk about his remarkable story and how he creates the best hotels in the world. This is the first part of a two-part series that will get you fired up to pursue excellence in your life and work.
Some people just get the need for great CX because it’s a part of who they are, and it is definitely a part of Ashley Jones, CEO and Founder of Love Not Lost.
Love Not Lost is a non-profit that provides portrait photography for people who have a terminally ill loved one so that they can capture memories together while they still can.
In this episode, Devin talks with Ashley about how she started Love Not Lost and...
Have you ever encountered pure energy? Devin comes close when he sits down with Nate Brown, Co-Founder of the CX Accelerator and Senior Director of CX at Arise.
Nate and Devin talk about their experience at CX Forums Experience Atlanta ‘23 and about why experience matters!
Enjoy the conversation.
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A production of Experience Lea...
On this episode, Devin chats with his colleague Joe Rapoza, Senior Manager of UX Design at Charles Schwab, about whether UX Designers make good entrepreneurs.
Enjoy the conversation.
CX Forums ATL 23 is coming. Use Discount Code “Devin20” to save 20% on tickets! Get tickets HERE.
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A production of Experience Leade...
On this episode, Devin sits down with Utibe Bassey (Head of Customer Experience, Dominion Energy) to discuss her revolutionary idea of LOVE as a KPI for any business that wishes to dominate its category. She breaks down the tenets as;
L - Leadership
O - Offer (Products & Services)
V - Value Proposition
E - Engagement
Enjoy the conversation.
Join other industry leaders by signing up for the...
Does Design Thinking work? Or does it oversimplify design, misrepresent it to the business world, and try to place designers? Steve Nedvidek joins Devin on the podcast in this episode to discuss it all.
Steve teaches design thinking at Wake Forest University, is responsible for introducing design thinking to Chick-fil-A, and is himself a designer. He is the perfect person to address recent critique of design thinking, in ...
How do you create a consistently great customer experience in the SaaS business world? We find out from Sydney Sloan, whose storied career has included serving as CMO of Salesloft as well as senior marketing leadership positions at Adobe and Marketo.
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Your next star performer might not have the traditional background you're looking for, but you can find them, and Derek Greenacre is with us this week to show the way.
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If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. You...
How do you apply the Theory of Jobs to be Done to Sales? Bob Moesta is with us this week to talk about how he has done it, as outlined in his book, Demand-Side Sales 101.
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Subscribe and Review
If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your ...
In today's episode, hosts Devin and David are back for the second installment of this series on sales, marketing, and how both can work better together. Last week focused on marketing, this week is about sales!
While sales and marketing may feel like they are from different planets, both have to work together to ensure the best experience for the customer. The main goal for the company is how to orient itself around the custome...
David and I got to hang out with over 350 product professionals at Productfest RVA 2022 in Richmond, VA. It was a blast, and we got to talk with product pros from CarMax, Capital One, and HBO Max. Tune in to hear about the event and the careers of these pros doing big things at major companies.
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Subscribe and Review
If you enjoyed this episode, make sure to subscribe to our po...
Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experience and how to orient your company to enable them. In today&ap...
In today's episode, hosts Devin and David discuss customer experience tech, specifically diving into customer relationship management.
Since David is our resident CRM expert, he fills the role of guest as Devin runs the interview! Devin first wants to explore David's history with CRM, which includes experience building a CRM platform. From his early CRM experiences, including such things as rudimentary efforts using Exce...
Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experiences and how to orient your company to enable them. In today&...
How well do you know your customers? It's a tough thing to get down to the bottom of what your customer's intent is. It's tougher still to then continuously refresh and refine your knowledge of customer intent, and create awareness of it as an organization. Today, David and I talk about how to get better at understanding your customer.
We cover:
- Customer insight's tie to your purpose
- Forming your orga...
You might think that you can't innovate in the chicken business, but Steve Nedvidek says otherwise. Over his 30 year career with Chick-fil-A, Inc., Steve has done everything from cook chicken to creating an entire innovation center.
We talk about
- The culture of the early years at Chick-fil-A
- What it was like to work for Truett Cathy
- How Chick-fil-A grew sustainably
- The inflection point that put Steve in the hotseat t...
It is the foundation of your company's strategic decision-making ability. It is core to your brand identity. It is the key to motivating your employees. We're talking about your company's purpose. Research has shown that companies with a strong sense of purpose that guides decision-making outperform the S&P 500 by 400%. Interested yet?
In this episode we cover the impact of purpose on your company's...
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