Unlocking Growth Through Customer Experience with Todd Unger of AMA

Unlocking Growth Through Customer Experience with Todd Unger of AMA

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 CX team of the year and shares his insights on CX as an orchestration layer that drives growth through seamless integration of marketing, product, and service. We explore how building a customer-centric culture, breaking silos, and using modern tools like AI can transform organizations and improve patient care. Todd emphasizes that CX is fundamentally about growth—unlocking wins through understanding audiences, streamlining processes, and fostering collaboration. He offers practical advice on designing for speed in today’s digital landscape, the importance of empathy, and continuous testing to improve experiences. His approach shows that customer experience is a key growth engine across industries, from healthcare to insurance. Tune in for Todd’s insights on modernizing CX, organizational change, and measuring friction to deliver shared wins. Watch the full episode on YouTube here: https://www.youtube.com/watch?v=7WG6w6HXSNg #Podcast #SpeakingFromExperience #CustomerExperience #CX #Growth #Leadership #Innovation 00:00 Introduction to Customer Experience Leadership 02:53 Todd Unger's Journey to CXO 05:40 Defining Customer Experience 08:54 The Integration of Marketing, Product, Commerce, and Service 11:48 Breaking Down Silos for Growth 14:59 The Tornado Funnel: Speed in Customer Experience 17:38 Measuring Customer Friction and Experience 20:30 The Role of Customer Experience at AMA 23:51 Building a Customer-Centric Culture 26:44 The Evolution of the AMA's CX Team 29:37 Modernizing CX in a Legacy Institution 32:49 Empathy in Customer Experience 35:43 Final Insights and Fast Five

Significance of Storytelling in CX and EX with Perry Philipp, CDO Of Entain

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 data initiatives in a highly regulated, 24/7 global environment—where player safety and responsible play are key. He discusses how his team supports regulatory compliance, customer experience, and the importance of building a data foundation that enables personalized, trustworthy experiences that foster loyalty. Perry emphasizes the power of storytelling and data literacy across functions to gain buy-in and create a culture of trust. He highlights initiatives like the Data Academy, which upskills colleagues at all levels, and offers practical advice on navigating complex data landscapes, avoiding pitfalls like data debt, and balancing ambition with real business value. His leadership philosophy centers on humility, collaboration, and empowering teams to deliver impactful results at scale. Tune in to explore how organizations can leverage human-centered design and responsible data practices to innovate while maintaining trust. Perry’s insights on leadership, culture, and data strategy offer valuable lessons for any industry aiming to turn data into a strategic asset. Watch the full episode here: https://youtu.be/xdKM_TQzB18 #Podcast #SpeakingFromExperience #DataLeadership #AI #CustomerTrust #ExperienceDesign #ResponsibleInnovation #Transformation #Leadership #DataAcademy 00:00 Introduction to Speaking From Experience 00:55 Understanding Entain and Its Global Impact 01:49 Data's Role in a Regulated Environment 02:48 Technology and Employee Engagement in Data 04:58 Enabling Excellence Through Data 06:46 The Evolving Role of the Chief Data Officer 09:32 The Data Academy: Educating for Success 11:51 Customer Experience and Data Integration 13:49 Building Trust in Data-Driven Experiences 16:15 The Importance of Trust in Data Quality 17:42 Data Excellence and Industry Standards 21:17 Navigating Data Analysis Paralysis 23:30 Starting with Value in Data Strategy 25:54 Balancing Ambition with Business Value 27:45 Designing Trusted Data-Driven Experiences 30:04 The Never-Ending Journey of Data Trust 31:23 Breaking Down Silos for Better Collaboration 32:52 The Power of Storytelling in Data 36:08 Global Leadership and Building Trust 39:51 People-First Leadership in Data 42:16 Key Themes in Leadership and Data 42:44 Fast Five: Quick Insights from Perry

AI: The New Frontier in Digital Experiences with Nicolas Rodet

Welcome to Speaking From Experience, hosted by Len Devana, where we explore the stories and insights behind great experiences. In this latest episode, I sit down with Nicolas Rodet, a trailblazer in digital transformation with nearly three decades of leadership at some of the most innovative organizations worldwide. Nicolas shares a compelling perspective on how the landscape of digital transformation has evolved—from early experiments to today’s breakthrough with AI and personalization finally making the dream of seamless, tailored customer experiences a reality. We discuss how the focus has shifted from long, costly projects to rapid, agile execution, and why we’re now finally arriving at the destination many of us have been chasing for years. Nicolas emphasizes that AI and data are powerful tools, but they must be harnessed with a human-centered approach—crafting stories, designing interactions, and building trust that truly connect. He highlights the importance of prototyping, storytelling, and strategic content in driving impactful digital initiatives. Tune in to discover how organizations can responsibly leverage emerging technologies to stay ahead in an ever-changing world. Nicolas also shares his thoughts on the environmental impact of digital innovation and the importance of balancing progress with responsibility. Don’t miss this insightful conversation—watch the full episode on YouTube here. Join us as we explore the ongoing journey of digital transformation and the future of experience and trust in a digital age. https://youtu.be/sOIvfLKWNcM #Podcast #SpeakingFromExperience #DigitalTransformation #AI #CustomerExperience #Innovation #Leadership #FutureOfWork #HumanCenteredDesign 00:00 Introduction to Digital Transformation 00:58 The Evolution of Digital Transformation 04:14 The Role of AI in Digital Transformation 07:04 Agility and Prototyping in Digital Initiatives 10:12 Navigating Change and Employee Engagement 12:43 The Changing Landscape of Identity 16:14 AI's Impact on Consumer Behavior 20:51 Security and User Experience 23:33 The Future of Digital Experiences 28:48 AI: Opportunities and Challenges 34:19 The Importance of Storytelling in Transformation 37:33 Building Relationships for Success 50:22 Closing Thoughts on Digital and Environmental Responsibility

Design, AI, & EVs: Breaking Down the Next Era of Automotive Experience with Derek Jenkins of Lucid Motors

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 Lucid Motors, where he's redefining the future of sustainable mobility. In this episode, Derek shares the inspiring stories behind his most personal projects, from the legendary MX-5 Miata to the innovative Lucid Air and Gravity. We explore how design balances aesthetics, function, and emotion, all while navigating the complexities of brand evolution and groundbreaking technology. Don't miss this deep dive into how design and experience shape the future of mobility—watch the full episode on YouTube here: https://youtu.be/UOSvD3sdq_M Together with Len, Derek also delves into how the automotive industry is rapidly transforming with cutting-edge tools like VR and AI, emphasizing that technology should serve as a creative catalyst rather than a homogenizer. He discusses the importance of maintaining brand authenticity while pushing the boundaries of innovation, especially in electric vehicles where aerodynamics, materials, and user experience are more interconnected than ever. Whether it's designing a car that feels as good as it looks or reimagining the customer journey in a direct-to-consumer world, Derek's insights highlight the artistry and precision required to create vehicles that truly resonate. For these stories and more, tune in on YouTube and stay inspired! #AutomotiveDesign #LucidMotors #ElectricVehicles #Innovation #ExperienceLedDesign #BrandEvolution #DesignThinking #FutureOfMobility #SustainableDesign 00:00 Introduction to Automotive Design and Derek Jenkins 07:38 Balancing Aesthetics and Functionality in Automotive Design 14:36 Designing for Brand Evolution and Authenticity 16:58 Creating the Lucid Air: A Clean Slate 23:27 The Launch of Lucid Gravity: Redefining SUVs 26:19 Reimagining the Automotive Buying Experience 34:23 The Role of Technology in Modern Design 41:26 Reflections on Iconic Designs: The Mazda MX-5 Miata

Automation Vs Emotion: Can AI Scale Human Experience? With Jeff Marks and Sujay Saha

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 experience shapes leadership and how organizations can embed human-centered design into their transformation journeys. Jeff emphasizes that at the core of every successful business are the people—whether in operations, customer experience, or leadership—and that fostering a culture of continuous improvement and servant leadership is key to navigating change effectively. For a deeper dive into these compelling conversations, check out the full episode on YouTube https://youtu.be/hOh5okECDOA Throughout the episode, Sujay Saha, President and Founder of Cortico-X, and Jeff, highlight the importance of leveraging technology, particularly AI, to enhance customer and employee experiences. Jeff discusses how emerging technologies like generative AI can automate routine tasks, freeing up teams to focus on higher-value work, while also emphasizing that empathy remains a uniquely human trait crucial for meaningful interactions. They delve into the pitfalls organizations often face when rushing into tech solutions without properly defining the problem or engaging stakeholders, underscoring the need for thoughtful change management and aligned leadership. To stay inspired and informed, watch the full episode on YouTube and join the conversation about shaping the future of work and customer engagement. #Leadership #DigitalTransformation #PeopleFirst #CustomerExperience #AI #Innovation #ChangeManagement #SustainableGrowth #HumanCenteredDesign 00:00 Introduction to Experience-Led Transformation 01:12 Jeff Marx's Unique Professional Journey 04:29 The Importance of People in Business 08:55 Purpose and Profit: A Sustainable Business Model 10:40 Understanding Munich Re's Specialty Insurance 12:33 Enabling Excellence: Operational Philosophy 17:11 Servant Leadership in Action 20:01 Operational Excellence and Customer Satisfaction 24:08 Retention Strategies for Customers and Employees 27:30 Emerging Technologies Impacting Customer Experience 31:37 The Role of Empathy in AI and Customer Experience 38:17 Common Pitfalls in Technology-Driven Customer Experience 42:22 Creating a Culture of Innovation and Change