Speaking From Experience
Join us as we talk with leaders who have built, led, and learned from real-world experiences. No fluff, just honest conversations about what works.
Unlocking Growth Through Customer Experience with Todd Unger of AMA
Duration: 00:46:04
Welcome to Speaking From Experience with Len Devanna. In this episode, we are joined by Todd Unger, Chief Experience Officer at the American Medical Association and author of The 10-Second Customer Journey. Todd discusses how his team was named best…
Significance of Storytelling in CX and EX with Perry Philipp, CDO Of Entain
Duration: 00:49:40
In this episode of Speaking From Experience, hosted by Len Devanna. Perry Philipp, Chief Data Officer of Entain, chats with Len about how data, AI, and trust drive one of the world’s largest gaming brands. Perry shares insights on leading…
AI: The New Frontier in Digital Experiences with Nicolas Rodet
Duration: 00:49:30
Welcome to Speaking From Experience with Len Devanna. In this episode, we are joined by Todd Unger, Chief Experience Officer at the American Medical Association and author of The 10-Second Customer Journey. Todd discusses how his team was named best…
Design, AI, & EVs: Breaking Down the Next Era of Automotive Experience with Derek Jenkins of Lucid Motors
Duration: 00:52:16
Join Len Devanna, Founder of Cortico-X, on the latest episode of Speaking From Experience as I sit down with visionary automotive designer Derek Jenkins. Derek has led the creation of iconic vehicles for brands like Mazda, Audi, Volkswagen, and now…
Automation Vs Emotion: Can AI Scale Human Experience? With Jeff Marks and Sujay Saha
Duration: 00:47:27
Discover the transformative insights from industry leaders on how people-centric strategies drive sustainable growth and innovation. In this episode of Speaking From Experience, Len Devanna sits down with Jeff Marks, COO at Munich Re Specialty Insurance, to explore how cross-industry…
Authenticity VS. Automation: The Content Dilemma with Marc Sirkin
Duration: 00:44:38
On this episode of Speaking from Experience, host Len Devanna, sits down with Marc Sirkin, CEO of Third Door Media, a company recently acquired by Semrush. Marc shares his incredible journey through the waves of digital transformation, from the early…
ENCORE: The World’s First Happy Moving Company, with Ron Holt
Duration: 00:34:43
Over December, we will be bringing you a selection of our favorite episodes from 2024. This week, it’s our conversation with entrepreneur Ron Holt…Some industries have conditioned us to have almost unreasonably high expectations, and some industries have conditioned us…
ENCORE: The One to One (near) Future, with Don Peppers
Duration: 00:31:00
Over December, we will be bringing you a selection of our favorite episodes from 2024. First up, the inimitable Don Peppers….You don’t need a management consultant to tell you that customer experience is important in 2024. It was not always…
Driving CX in the Auto Industry, with Jeff Curry and Len Devanna
Duration: 00:35:10
We’ve all heard that old cliché, “It gets me from A to B.” For a long period of time, that was good enough in the eyes of many drivers. How times have changed. The car industry is at the intersection…
The GenAI Revolution Gets Visual, with Sam Pickover
Duration: 00:36:11
This episode was recorded on the morning after the 2024 US election. Historians may just have a few things to say about it in years to come. One reflection will no doubt be on the impact of images and videos…
Humanity@Scale, with Bruce Temkin and Sujay Saha
Duration: 00:43:21
Over the previous decades, technology has made it easier to understand and connect with other people, whether through social media, digital adoption, or with the increasing use of AI. At the same time, human interactions have become more polarized, with…
The Future of Community Banking, with Trina Evans and Sujay Saha
Duration: 00:31:26
Community banks are in the midst of an existential moment. Their traditional strengths have been undermined by the rise of digital banking. And the reality is that they have less money to spend on digital capabilities than their bigger competitors.KeyBank…
How to Support the Sandwich Generation, with Karol Jennings and Emily Young
Duration: 00:31:40
The role of carer is an underappreciated and yet essential part of our social fabric. Looking after young children or elderly parents can be a full-time job. So what happens when a carer needs to do both at the same…
How to Regulate AI, with Josh Krook
Duration: 00:27:21
The world wants to regulate AI, but does not quite know how. There is disagreement over what is to be policed, how and by whom. We are seeing considerable differences in approach emerge across the US, Europe, and Asia. For…
Creating Time for Cancer Patients, with Brian Graziano
Duration: 00:29:31
About 40% of Americans will get cancer in their lifetime. We all know someone who has lost their life to this awful disease. Given its prevalence, and its devastating impact, you’d think the healthcare system would do everything it possibly…
Tackling Health Disparities with Human-Centered Design, with Lin MacMaster, Mark Fithian, and Robyn Gilson
Duration: 00:33:41
Despite America spending enormous amounts on healthcare, shocking health disparities still remain across racial, culture, gender, and socio-economic lines. The not-for-profit health system Providence provides a ray of hope. Providence is using human-centered design to put patients at the heart…
Stop Outsourcing your AI agenda, with Rik Reppe
Duration: 00:32:05
For decades, executives have struggled to maintain control over their organizations’ strategic direction due to a limited understanding of emerging technologies. This has often resulted in ceding significant influence to tech partners, both internal and external. However, the AI revolution presents…
An Artist’s Perspective on AI, with Agnieszka Pilat
Duration: 00:31:00
It feels like AI can now write anything for us and create anything for us. In some respects it’s exciting, but it’s also scary, and it raises a depressing question: will AI kill creativity?There are few people better placed to…
An Unusual Business Conversation, with Nathalie Nahai
Duration: 00:35:07
When it comes to emerging technologies, businesses think a lot about commercial and operational tactics, but often forget to consider the cultural changes that new technology will bring, and the responsibility for guiding those cultural shifts in a positive direction….
Entrepreneurialism is the Key to African Prosperity, with Magatte Wade
Duration: 00:35:36
There are some problems that feel like they are just too big to solve. African poverty has long fallen into this category. But try telling that to the “Cheetah Generation.” The “Cheetah Generation” are a new cohort of dynamic African…
Building Trust in a Broken System, with Jeff Logan & Robyn Gilson
Duration: 00:34:22
Everyone knows the US healthcare system is broken. That shouldn’t be an excuse for healthcare providers to not do everything in their power to improve the lives of their patients and their caregivers. To explore how to build trust in a…
The World’s First Happy Moving Company, with Ron Holt
Duration: 00:34:43
Some industries have conditioned us to have almost unreasonably high expectations, and some industries have conditioned us to have unusually low expectations. The moving industry sits firmly in the latter category. Ron Holt thinks that’s not good enough, and he’s doing…
Hyper-personalization comes to banking, with Anson Vuong
Duration: 00:33:36
In some respects, it’s never been more difficult to be a banker. You have to navigate historically low customer trust, increasing regulatory complexity, an uncertain macroeconomic environment, and a customer journey that is arguably more difficult to get right than…
The One to One (near) Future, with Don Peppers
Duration: 00:31:00
You don’t need a management consultant to tell you that customer experience is important in 2024. It was not always the case. In fact, before the CRM revolution of the early 90’s, experience was a word seldom heard in boardrooms.In…
Humanity in the Loop, with Monty Hamilton
Duration: 00:36:04
Human communication has arguably transformed more radically in the last twenty years than it did in the 100,000 years prior. The combined forces of the internet, digital technology, social media, AI, and rapidly changing social norms, have reshaped how we…
Rise of the Machines, with Rik Reppe & Anand Balasubramanian
Duration: 00:32:38
AI is already having a seismic impact on organizations and wider society. And we are barely even scratching the surface of its potential. But the technology is only half the story. The organizations that will thrive in an AI-driven future…
The Future of Healthcare is Digital, with Hugo Rourke
Duration: 00:28:39
Most developed economies spend about 10% of their budgets on healthcare. About 90% of that spending goes towards people with chronic conditions. Fortunately, applications of digital and AI are improving productivity in the healthcare system, and revolutionizing the lives of…
The Power of Customer Empathy, with Len Devanna
Duration: 00:23:47
Most business leaders in 2024 know that customer experience is important. Whilst that is undoubtedly a good thing, the gap between intention and outcomes remains vast. How do you go from talking the talk, to walking the walk? Len Devanna has…