240: Elevating Customer Experience: Neil Leyland on AI, Machine Learning, and Transforming Contact Centers with Neil Leyland

Send us a textIn this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public, private, and not-for-profit, focusing on building effective strategies that yield tangible results for her clients.Laura emphasizes the importance of understanding customer motivations, which she identifies as a mix of rational benefits and emotional responses. She believes that successful businesses must grasp these motivators to craft compelling customer promises and enhance their customer journeys. By identifying critical touchpoints—moments of truth in customer interactions—she helps organizations differentiate themselves and create impactful experiences.Navigating Customer ExperiencesWhen asked about navigating customer experiences, Laura discusses the necessity of addressing both rational and emotional aspects of customer interactions. She points out that different customer segments require unique approaches, and emphasizes active listening as a universal skill for frontline teams. Demonstrating empathy and understanding is crucial in resolving customer pain points effectively.The Role of PersonalizationPersonalization is another key topic. Laura highlights its growing importance in creating customer-centric organizations, where customers feel valued and understood. However, she warns against overextending resources in an attempt to personalize too much, advocating for a balanced approach that aligns with an organization's maturity and capabilities.Future Trends to WatchLooking ahead, Laura identifies two critical trends for organizations to focus on in the next 6 to 12 months. First, she stresses the need for businesses to deeply understand customer journeys, pinpointing pain points and identifying suitable solutions before adopting new technologies. Second, she emphasizes the importance of connecting customer experience improvements to business outcomes, urging customer experience professionals to work closely with finance teams to demonstrate the value of their initiatives.Essential Tools and ResourcesWhen it comes to tools, Laura shares her reliance on TheyDo, a journey mapping and management tool that enables her team to visualize customer interactions and prioritize improvements effectively.Influential ReadsLaura also reflects on the impact of Simon Sinek’s book, Start with Why, which underscores the significance of purpose in driving engagement and motivation within organizations. This concept has influenced how she advises clients on articulating their core missions.Current ExcitementCurrently, Laura is excited about the repositioning of Level5 Strategy. The firm aims to communicate its focus on creating data-driven strategies that stick, aligning closely with client feedback and needs.Connecting with LauraListeners can connect with Laura on LinkedIn and through the Level5 Strategy website, where they can explore more about their customer experience offerings.Inspiration During ChallengesTo wrap up the episode, Laura shares her mantra during tough times: “Just keep moving forward.” This simple yet powerful reminder encourages incremental progress and continuous value creation.This conversation with Laura Richard offers valuable insights into enhancing customer experiences, the importance of personalization, and strategies for organizational growth. Tune in to gain a deeper understanding of how to drive impactful change in your busin

Send us a textIn today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the significance of leveraging data to enhance decision-making around an organization’s most valuable asset: its people. As a member of ZeroedIn Technologies, Keith is dedicated to turning HR and business data into actionable workforce intelligence.Keith's JourneyWith a background in information management systems, Keith combines technical expertise with deep knowledge of HR practices, including benefits, payroll, and core HR functions. His experience allows him to create comprehensive reporting solutions that empower organizations to make informed decisions using historical data.About ZeroedIn TechnologiesFounded by a visionary who Keith has collaborated with since the early 90s, ZeroedIn aims to address the issue of siloed HR solutions. These systems often offer a wealth of data but lack the insights needed for effective workforce management. ZeroedIn integrates data from various HR functions—such as learning, benefits, and payroll—into a unified platform that provides a single point of truth regarding employee interactions and performance.Success StoriesKeith highlights several success stories from his work with clients. For instance, in organizations with outdoor workers, ZeroedIn correlated core HR information with weather data. This analysis helped clients understand how environmental factors affected performance and efficiency.In the retail sector, ZeroedIn assisted clients in correlating employee performance data with sales figures. This integration enabled store managers to identify top performers and allocate coaching resources effectively, thereby enhancing overall sales output.Trends for 2025: Merging Human and Data IntelligenceAs organizations move toward 2025, Keith identifies two key trends: collective listening and the adoption of artificial intelligence (AI). Collective listening involves combining quantitative data from various systems with qualitative insights gathered from employee surveys and communications. This approach provides a comprehensive view of organizational health.In the realm of AI, Keith discusses the potential of machine learning and large language models. These technologies can analyze historical data, generate predictions, and even interpret complex datasets in user-friendly formats. For example, managers can leverage AI to gain insights from dashboards, enabling them to understand trends and identify actionable strategies without needing advanced technical skills.The Role of Critical ThinkingA key question arises: as AI becomes more integrated into decision-making, will critical thinking diminish? Keith addresses this concern by encouraging a balanced approach. He believes AI should enhance human capabilities rather than replace them. By using AI-generated insights as a starting point, professionals can apply their expertise and intuition to delve deeper into the data, ultimately leading to more informed and innovative decisions.ConclusionKeith Goode’s insights reveal the immense potential of data in transforming HR practices. Through platforms like ZeroedIn, organizations can harness their data to make better, faster decisions that positively impact their workforce. As technology evolves, the fusion of human insight and data intelligence will be crucial in navigating the future of work.

Send us a textIn this solo episode of "Navigating the Customer Experience," host Yanique Grant reflects on her podcasting journey and offers encouragement to those considering starting their own. With 245 episodes under her belt and a recent transition to video podcasting, Yanique shares insights on overcoming fears and embracing new challenges.Yanique begins by discussing her mission through her company, Professional Training & Occupational Services, which aims to create a more caring world. Inspired by the cartoon "Care Bears," she emphasizes that customer experience is a vital part of life and encourages listeners to view their interactions as opportunities to serve others.As she dives into her podcasting experience, Yanique reveals her initial apprehensions about switching to video format. However, through research and conversations with fellow podcasters, she has begun to embrace this new medium, finding it a rewarding way to connect and share knowledge.She believes that customer experience is not just a professional focus but a lifestyle that requires commitment and passion. Yanique encourages those feeling timid about starting a podcast or business to take action, reminding them that success comes from trying, even in the face of fear and anxiety. She acknowledges that even successful individuals face challenges, but overcoming these obstacles can lead to personal growth.Yanique also emphasizes the importance of sharing knowledge and skills. With numerous platforms available today, everyone has the opportunity to showcase their unique talents—whether it’s baking, crafting, or any other skill. She reassures listeners that they possess unique value that cannot be replicated, and encourages them to embrace their individuality.Continuing her message of empowerment, Yanique highlights the vast resources available online for learning and growth. She believes that anyone can learn new skills with a little effort and encourages listeners to leverage online platforms to their advantage.In closing, Yanique expresses her gratitude for the support of her audience, inviting them to share feedback and suggestions for future episodes. She hopes that listeners find the same passion in their pursuits as she does in teaching customer service. By surrounding themselves with positive influences and focusing on their goals, Yanique believes that anyone can achieve their dreams.Tune in to this inspiring episode for valuable insights on embracing your journey, whether in podcasting, business, or personal growth!

Send us a textAndrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles became popular.Over the years, Andrew expanded his expertise beyond public relations into various marketing communications roles. His pivotal move came when he joined Cisco Systems, where he transitioned from marketing to the newly established customer experience function. At that time, Cisco primarily sold hardware with long sales cycles and minimal customer interaction. However, the company's shift towards a recurring revenue model and the rise of software as a service (SaaS) transformed customer engagement.As part of a small team at Cisco tasked with redefining customer interactions, Andrew gained extensive experience in digital CX, voice of the customer initiatives, and journey mapping. This journey laid the foundation for his later successes in customer experience, where he has won multiple international awards and contributed to thought leadership in the field.Evolving Customer ExpectationsAndrew identifies two major trends currently shaping customer expectations:Consistency Across Experiences: Customers now expect seamless and consistent interactions across all channels. This shift has been heavily influenced by leading companies like Amazon and Apple, which have set high standards for user experience. The ease of searching for, purchasing, and returning products has raised customer expectations across all industries, including B2B environments.Digital-First Interactions: The demand for digital experiences has surged, particularly accelerated by the COVID-19 pandemic. Customers now expect to engage with companies through digital channels first, regardless of their size. This expectation includes easy access to information and services, marking a significant change in customer interaction dynamics.The Importance of Self-ServiceResearch indicates that up to 80% of customers seek information independently before contacting a company. This trend highlights the necessity for robust self-service options. Companies should invest in knowledge bases that feature diverse content formats—text, video, infographics—to cater to different customer learning preferences. By enabling customers to resolve issues on their own, organizations can enhance overall satisfaction and engagement.Harnessing Data for Enhanced CXAs Andrew looks ahead to 2025, he emphasizes the critical role of data in shaping customer experience strategies. He advocates for organizations, regardless of size, to consolidate data from various sources to create a holistic view of customer interactions. Understanding customer needs through predictive analytics will be essential for delivering personalized and effective experiences.In conclusion, Andrew Carothers’ journey reflects the evolution of customer experience driven by changing expectations, the rise of digital engagement, and the strategic importance of data. His insights and experiences position him as a leader in the field, guiding organizations toward more customer-centric practices and enhanced satisfaction.

Send us a textIn this episode of Navigating the Customer Experience, host Yanique Grant interviews Rusty Rueff, a seasoned leader with a diverse career in entertainment, talent management, and philanthropy. Rusty shares insights from his journey, which includes significant roles at PepsiCo and Electronic Arts (EA), where he was instrumental in global human resources and talent management.Rusty discusses the core concepts from his latest book, The Faith Code, emphasizing the importance of building a life platform based on enduring values and relationships rather than transient interests. He highlights the need for balance among mind, body, and spirit to achieve personal fulfillment and professional success.The conversation also explores the relationship between personal wellness and delivering exceptional customer experiences, with both Rusty and Yanique stressing the significance of self-care. Rusty shares his mantra: "Fearlessly be yourself," underscoring authenticity as a key element of effective leadership.Additionally, Rusty addresses the impact of technology on society and encourages embracing innovations like generative AI to enhance productivity. He expresses excitement about future projects, including recording an audiobook version of The Faith Code and engaging in new ventures that foster meaningful connections among people.This episode is rich with practical advice and reflections on navigating life with purpose and intention, making it a valuable listen for anyone looking to improve their customer experience skills or integrate holistic wellness into their daily routine.

Send us a textMarybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl’s CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating awesome knowledge based software.   Questions  · We always like to give our guests an opportunity to share in their own words, a little bit about their journey. So, if you could share with our listeners just a little bit about how you got from where you were to where you are today.

Send us a textBob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as an Emergenetics advisor and Predictive Index practitioner, equipping him with a profound understanding of human behaviour and cognition.    Questions · So, we always like to ask our guests, in your own words, could you share a little bit about your journey? How you got from where you were to where you are today? · What would you say maybe if you could pick three overarching tenets or competencies that you believe CEOs need to practice or embrace in order to really achieve the three areas that just mentioned.

Send us a textBarbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clients’ strengths while pinpointing weaknesses in the competition, utilizing GPS location data. This approach results in a significant and measurable impact on foot traffic and online engagement, making their efforts truly game changing and successful.  Questions · Now, we always like to ask our guests in their own words, if you could share a little bit about your journeys, how you got from where you were to where you are today. · Can you share with our listeners in the most simplest layman terms, what exactly is geofencing?

Send us a textAlan Versteeg, an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sales and sales management. This success led him to co-founding Growth Matters, where Alan and his team have developed over 2,000 sales managers across 45+ countries and diverse industries.  Known for his candid and light-hearted approach, Alan's passion for the sales profession shines through in his insightful talks, leaving audiences engaged with his wisdom, expertise, and memorable one liners.  Questions · Now, could you start by sharing with our listeners a little bit about your journey, how it is that you got from where you were to where you are today. ·

Send us a textNeil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations.  Possessing excellent interpersonal, presentation, written and verbal communication skills, which are used to solve problems, consult on technology projects and develop long-term collaborative relationships.  Questions