Voices of CX Season 10

To kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown.

Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences.

In our discussion, we delved into the human side of business, and how companies get so focused on innovating that they lose the human aspects of business and end up commoditizing themselves anyway. Beyond that, people are afraid of getting replaced in the business world by increasingly sophisticated AI. But we think the reality is a lot more like augmenting humans, rather than replacing them.

This was a fun discussion, and a great kickoff to season 10. Enjoy!

🟠About Graham Brown
Graham is the founder of Pikkal & Co – Award Winning Podcast Agency – an AI Powered, Data Driven B2B Podcast Agency in Singapore. He is a published author on the subject of The Digital Transformation of Communication, works including “The Human Communication Playbook”, “The Mobile Youth: Voices of the Connected Generation” – documenting the rise of mobile culture in the early 2000s in Japan, China, Africa and India and “Brand Love – How to Build a Brand Worth Talking About”.

🟠Connect with Graham Brown
Follow Graham on LinkedIn: https://www.linkedin.com/in/grahamdbrown/
Visit GrahamDBrown.com

🟠Would you like to read the full interview? Get the summary on our blog at https://voicesofcx.com/how-storytelling-creates-customer-value-through-shared-experiences-graham-brown/

📧 Subscribe to the Worthix Newsletter 📧
👉  https://bit.ly/newsletter-voices-of-cx

🟠Connect with the Voices of CX 
Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
And Follow Mary Drumond on Twitter: @drumondmary 

🟠About Voices of CX Podcast 
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 

📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com

How Storytelling Creates Customer Value Through Shared Experiences: Graham Brown - S10E1

This week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked. 

As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solutions, instead of taking a cold average of human experience.

🟠About Alex Genov
Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people’s lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.  Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry.    

Alex’s areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy.

🟠Connect with Alex Genov
Follow Alex on LinkedIn: linkedin.com/in/alexgenov/
Get Alex's book here: https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ/ref=sr_1_1?qid=1652977263&refinements=p_27%3AAlex+Genov&s=books&sr=1-1&text=Alex+Genov

🟠Would you like to read the full interview? Get the summary on our blog at 
https://voicesofcx.com/making-qualitative-cx-data-practical-and-scalable-alex-genov/

📧 Subscribe to the Worthix Newsletter 📧
👉  https://bit.ly/newsletter-voices-of-cx

🟠Connect with the Voices of CX 
Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
And Follow Mary Drumond on Twitter: @drumondmary 

🟠About Voices of CX Podcast 
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 

📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com

Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2

This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon Valley tech companies focus on the customer with that same intensity, creating digital products and apps to make a company’s end-to-end experience as customer-centric as possible.

Get ready for the most thorough breakdown of design thinking we’ve had on the show from the company that exports Silicon Valley to the world. Hope you enjoy!

🟠About Marcela Lay
Marcela is a strategic customer experience executive with 18+ years of experience working with Fortune 500 clients like State Farm, Albertsons, Lowe’s Home Improvement, Delta Air Lines and The Coca-Cola Company. Marcela’s broad and deep expertise in various industries allows her to bring a holistic and strategic approach to digital products and digital experience solutions — from conceptualizing to deploying those solutions.

Marcela has also spent her career pushing change and redefining the status quo. As a minority woman, a woman in tech and a woman in senior leadership, Marcela has broken gender, ethnic and managerial glass ceilings, not only for herself, but as a true ally and power agent for everyone she has the privilege to lead.

Marcela has been recognized among Campaign’s prestigious “40 over 40” winners, as a dual Stevie Award® winner for “Maverick of the Year” & “Women-run workplaces”, as a winner of the “Women Worth Watching®” Award, and as a “WIT Women of the Year” Honoree.

Marcela enjoys painting in acrylics, biking with her family, exploring new restaurants, traveling and exploring new cultures and reading a good business book in her free time.

🟠Connect with Marcela Lay
Follow Marcela on LinkedIn: https://www.linkedin.com/in/marcelalayccxp/

🟠Would you like to read the full interview? Get the summary on our blog at https://voicesofcx.com/how-the-agency-exporting-silicon-valley-does-design-thinking-marcela-lay-s10e3/


📧 Subscribe to the Worthix Newsletter 📧
👉  https://bit.ly/newsletter-voices-of-cx

🟠Connect with the Voices of CX 
Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
And Follow Mary Drumond on Twitter: @drumondmary 

🟠About Voices of CX Podcast 
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 

📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com

Design Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3

Voices of CX is a Customer Experience podcast hosted by Mary Drumond where she interviews top marketers, industry experts, thought leaders, and academics on how their markets overlap with CX.

The topics of this podcast focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.

Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2

Voices of CX by Worthix