Advertise on podcast: Be Customer Led

Have you ever wondered how a cruise line seamlessly orchestrates unforgettable guest experiences across floating cities? In today's conversation, Alvin Stokes, VP, Global Reservations, Service & Casino Operations & CRM at Princess Cruises, shares how he became a powerhouse leader driving AI-powered customer experience transformation. Moreover, Alvin breaks down the cruise industry's operational complexity and explains how Princess Cruises moved from traditional sampling to a fully AI-driven census of guest interactions. By leveraging tools such as Sierra AI and machine learning, his team transformed agent workflows and untangled fragmented legacy systems. It revitalized outbound sales, driving 19 straight months of over 25 percent year-over-year growth. [01:58] Alvin’s Career Journey [04:20] Leadership and Industry Complexity [07:06] AI and Data Transformation [12:29] Driving Cross-Departmental Collaboration [20:48] Solving Operational Challenges [25:58] AI Successes in Sales and Service [29:12] Emotional Intelligence and Personalization [34:47] The Future of Hospitality Connect with Alvin: LinkedIn: linkedin.com/in/alvinstokes Website: princess.com

AI isn't just assisting teams anymore. It's joining them as full-time digital coworkers. Gabe Larsen, Chief Revenue Officer at Atonom, breaks down the shift toward truly autonomous organizations. Drawing from his diverse career across Wall Street, Toyota, Meta, and top SaaS companies, Gabe shares how businesses can scale smarter without endlessly adding headcount. He introduces the game-changing concept of "cloud employees": multimodal AI agents designed to handle entire roles across chat, email, and phone, not just basic scripted tasks. Through real-world examples, Gabe details practical strategies for seamless deployment. He also addresses critical topics such as data security, board-level ROI, and guiding human teams through the cultural shift of working alongside AI. [02:24] Gabe's Career Background [06:31] The Shift Toward Autonomous Organizations [09:06] Defining the Cloud Employee Concept [16:48] Implementation Success and Lessons Learned [29:44] Strategies for Successful AI Integration [38:40] Managing Security and Organizational Culture [44:16] Contact Information Connect with Gabe: LinkedIn: linkedin.com/in/gabelarsen/ Website: atonom.ai

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 Information Connect 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 Developments Connect with Jon: LinkedIn: linkedin.com/in/jon-lunitz Website: 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/

What should AI handle? And what should stay human? The questions that sit at the center of modern customer experience. In continuation of the earlier discussion on AI-powered customer experience and leadership with Max Schwendner and Michael Clifton, this part of their conversation explores how AI is being integrated across every stage of business operations. They highlight the growing importance of continuous learning, empathy, and human judgment in an AI-assisted workplace. The conversation also points out the impact of AI-powered accent neutralization and how it can shorten call handling times in global customer support operations. Further into the conversation, they discuss the types of sensitive tasks that shouldn’t be automated, AI-assisted training and real-time agent support, customer satisfaction (CSAT) and brand sentiment, the balance between automation and human connection, and also the importance of customer-centric business strategy. EPISODE HIGHLIGHTS [02:34] Integrating AI in every aspect of Alorica. [05:29] The importance of continuous training. [10:42] The importance of accent neutralization. [16:30] Tasks that should never be automated in customer service. [20:52] Meeting customers where they want to be met. Connect with Max & Mike Max Schwendner- linkedin.com/in/max-schwendner-3ab15960/ Michael Clifton - linkedin.com/in/mike-clifton/ Alorica - linkedin.com/company/alorica/posts/?feedView=all alorica.com/

A great customer experience is a combination of technology, empathy, and fast decision-making. This episode of Be Customer Led features Max Schwendner and Mike Clifton, the co-CEOs of Alorica, a leading global business process outsourcing company specializing in customer service, digital support, and customer experience (CX) strategy & execution. This conversation centered around the idea of AI reshaping the CX industry. Max and Mike share their knowledge and experience on how combining AI tools with humans can lead to creating stronger customer interactions. They also dive into leadership, advantages of the co-CEO model, and how to achieve customer satisfaction, operational efficiency, and brand loyalty in real life with technology, training, and AI-driven insights. HIGHLIGHTS [01:30] Introduction and background to Max & Mike. [04:50] Services of Alorica and its impact. [07:13] The alignment of different worlds for better CX decisions. [10:55] The collaboration of AI and humans in CX. [14:00] AI’s role in personalizing customer experience. [18:10] Real-world examples of AI and human collaboration. RESOURCES Connect with Max & Mike Max Schwendner- linkedin.com/in/max-schwendner-3ab15960/ Michael Clifton - linkedin.com/in/mike-clifton/ Alorica - linkedin.com/company/alorica/posts/?feedView=all alorica.com/

Life is full of memories, plans, and people we love. But many families are not prepared for difficult moments. This conversation shares how one idea turned pain into support for others! In this episode, Emily Cisek talks about her journey to creating Paige after losing three family members in 2018. She explains how the platform helps families organize important documents, digital assets, memories, and personal messages in one safe place. Emily describes Paige as a digital safe-deposit box that guides users through estate planning in a simple, less stressful way. The conversation also highlights the emotional side of planning for the future, including stories of families recording videos and messages for loved ones. Highlights [01:54] Emily's Journey to Founding Paige [04:34] How Paige Helps with Estate Planning [06:00] Features of Paige's Platform [08:24] Addressing Physical and Digital Assets [10:14] Emotional Impact of Paige [13:31] Connecting Emotionally with Customers [16:24] Target Audience of Paige [19:11] Turning Planning Into a Family Journey [23:33] Common Mistakes by Financial Institutions [25:47] Advice for Building a Supportive Platform Connect with Emily: LinkedIn: linkedin.com/in/emily-cisek/ Website: go-paige.com/ Mentioned in the episode: Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

In this episode, we have the pleasure of conversing with Tim Doyle and Steve Hind about how AI is making a difference in supporting customers. Tim Doyle is the founder at Eucalyptus, a global telehealth platform operating digital healthcare clinics across multiple countries, including Australia, Canada, and Japan. Tim is in the lead in delivering scalable, high-quality healthcare to over a million patients with a focus on AI to enhance consistency, efficiency, and patient experience in regulated healthcare systems. Steve Hind is the co-founder at Lorikeet, an AI-native customer operations platform building concierge-style support experiences. Before partnering with Eucalyptus to prototype AI-driven support systems in regulated healthcare, Tim worked at Stripe and Watershed. Throughout the conversation, Tim and Steve discuss how AI can be used safely even in high-risk areas like healthcare and finance, how customers see apps, chats, emails, and phones as one experience, how AI works best when it has strong safety rules, why success depends more on integration than just the AI model, the importance of timing and execution when it comes to successful AI adoption, and the need to balance empathy with strict compliance. HIGHLIGHTS [01.43] Introduction and background to Steve & Tim. [07.18] Moving beyond surface-level automation. [09.40] Mastering the delicate balance between empathy and regulatory compliance. [13.43] Deep system integration and understanding what customers value. [17.04] Measuring Success - Higher customer satisfaction, faster response times, and lower costs. [19.38] Agentic AI - Paring ambition with guardrails instead of limiting autonomy. [26.23] Customer Support - Seamless, omnichannel experiences and proactive problem-solving. [30.17] Timing, preparation, and decisive action. RESOURCES Connect with Steve Hind & Tim Doyle LinkedIn - linkedin.com/in/shind/ linkedin.com/in/tim-doyle-11b48a14/ Email - [email protected]

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 RESOURCES Connect with Alex: LinkedIn: linkedin.com/in/alexlevin1/ Website: regal.ai/ Email: mailto:[email protected]

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 AI Connect 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 points HIGHLIGHTS 02:26 – the Mission of Onfire AI 05:22 – Solving the "Noise" Problem for Technical Buyers 10:05 – The Three-Layer AI Engine: Data, Context, and Human Tone 14:40 – Measuring ROI: 4x–8x Increases in Engagement 18:04 – Strategic Intelligence and the Future of Buying Connect with Tal Peretz Company Website: onfire.ai Guest Email: [email protected] LinkedIn: Tal Peretz