#20: What Leaders Must do Today to Compete in the Future with Bill Staikos

What Leaders Must do Today to Compete in the Future  Bill Staikos is a CX thought leader and futurist.  Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture. Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners. In this episode we cover: Avoiding the survey break-fix trap Embedding empathy into your culture Democratizing insights throughout the enterprise Re-thinking the ROI of CX argument Common CX pitfalls What to do now to prepare for the future Bill uses a number of real world examples to support his points.  This episode is full of gems! Meet Bill Bill Staikos is the Senior Vice President of Industry Solutions with Medallia.  With more than 25 years in financial services and a primary focus on driving customer and employee experience excellence, Bill is a recognized client advocate with proven expertise in envisioning and executing holistic customer-centric strategies.  Staikos previously served as the Head of Customer Experience at Freddie Mac where he was responsible for the creation, execution, and measurement of the Customer Experience strategy across Freddie Mac’s $2.3 trillion single family guarantee portfolio. Prior to Freddie Mac, he was Head of Customer Experience Analytics & Strategy for Chase’s Home Lending business, and he held senior-level, global positions with Credit Suisse Group AG and American Express. He hosts an award-winning podcast, Be Customer Led, with listeners in nearly 80 countries, and is also co-founder of Monday Mentor Meetup, a LinkedIn group dedicated to helping Customer and Employee Experience practitioners accelerate their careers. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter