Why are CMO’s slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most recently Chief Customer Officer at Silver Chef to provide some insights. Shaden gave some amazing perspective into what has driven the need for this role and cleared up the key differences between a CMO and a Chief Customer Officer. We also talked about, the key areas of focus for a CCO, embedding a customer centric culture, getting CEO and exec buy-in, important Customer KPIs and how fixing a simple renewal process generated tens of millions in revenue

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Why are CMO’s slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most recently Chief Customer Officer at Silver Chef to provide some insights. Shaden gave some amazing perspective into what has driven the need for this role and cleared up the key differences between a CMO and a Chief Customer Officer. We also talked about, the key areas of focus for a CCO, embedding a customer centric culture, getting CEO and exec buy-in, important Customer KPIs and how fixing a simple renewal process generated tens of millions in revenue
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
If you’re looking for help in the customer strategy &amp; experience design space go to www.customersmarts.co

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

Why Chief Customer Officers are replacing CMO’s with Shaden Mohamed ex Expedia & Google

Turning AI strategy into business impact is something a lot of businesses are trying to do right now. So, I wanted to create an episode focussed on how to develop an AI strategy and put it into action.

My guest in this episode, Lucio Ribeiro is recognised as Australia's number one speaker on AI. He’s consulting with some of Australia’s largest organisations on AI transformation and has held executive roles with the Seven Network and Optus. He's also a Forbes columnist on AI.

In this episode we dive into:
AI maturity inside organisations
Challenges organisations are facing with AI
AI strategy fundamentals
How to build an AI team
How to put an AI strategy into action

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. 

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Lucio can be found on Linkedin here: https://www.linkedin.com/in/lucioribeiro/

Turning AI strategy into business impact is something a lot of businesses are trying to do right now.&nbsp;So, I wanted to create an episode focussed on how to develop an AI strategy and put it into action.
My guest in this episode, Lucio Ribeiro is recognised as Australia's number one speaker on AI. He&rsquo;s consulting with some of Australia&rsquo;s largest organisations on AI transformation and has held executive roles with the Seven Network and Optus. He's also a Forbes columnist on AI.
In this episode we dive into:
<ul>
<li>AI maturity inside organisations</li>
<li>Challenges organisations are facing with AI</li>
<li>AI strategy fundamentals</li>
<li>How to build an AI team</li>
<li>How to put an AI strategy into action</li>
</ul>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you&rsquo;re looking for help in the customer strategy &amp; experience design space go to <a href="https://www.customersmarts.co">www.customersmarts.co</a>
Lucio can be found on Linkedin here: https://www.linkedin.com/in/lucioribeiro/

Many organisations are trying to turn AI strategy into business impact. We explore how it’s done.

AI Strategy into Action - Lucio Ribeiro - Australia’s #1 AI speaker - ex 7 Network and Optus 

AI is transforming how CMOs are running their marketing program. Many marketing departments would like to spend more time focussing on the innovative long term programs of work to progress the organisation. However, in the past, they often get pulled back into delivering short term gains and managing the always on tactical programs. With AI, CMOs finally have the chance to get ahead.

To explore this topic I had the CMO of Salesforce ANZ Leandro Perez join me on the Customer Smarts podcast. It was a fascinating discussion as Leandro has a great perspective on the demands of CMOs but also has amazing insight into AI and how CMOs can best leverage it.

In this episode we dive into:
What makes a great CMO?
Agentic AI boosting the impact of the marketing department
Managing AI workers as part of your marketing team
Having many agents specialising in specific tasks
Customers will start to have their own agents

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. 

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

AI is transforming how CMOs are running their marketing program.&nbsp;Many marketing departments would like to spend more time focussing on the innovative long term programs of work to progress the organisation. However, in the past, they often get pulled back into delivering short term gains and managing the always on tactical programs.&nbsp;With AI, CMOs finally have the chance to get ahead.
To explore this topic I had the CMO of Salesforce ANZ Leandro Perez join me on the Customer Smarts podcast. It was a fascinating discussion as Leandro has a great perspective on the demands of CMOs but also has amazing insight into AI and how CMOs can best leverage it.
In this episode we dive into:
<ul>
<li>What makes a great CMO?</li>
<li>Agentic AI boosting the impact of the marketing department</li>
<li>Managing AI workers as part of your marketing team</li>
<li>Having many agents specialising in specific tasks</li>
<li>Customers will start to have their own agents</li>
</ul>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you&rsquo;re looking for help in the customer strategy &amp; experience design space go to <a href="https://www.customersmarts.co">www.customersmarts.co</a>

We explore how AI can help CMOs transform their marketing team and impact on the business.

The AI-Powered CMO - Leandro Perez - Salesforce CMO ANZ

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how these new technologies are changing the way we need to approach design. 

To get an understanding of how we need to change how we design experiences I had Oliver Weidlich join me on the Customer Smarts Podcast. Oliver, has been in the UX design space for a long time working with leading brands like Qantas, Optus, Atlassian and CommBank. He’s an expert when it comes to understanding how humans interact with new technologies and devices especially in the spatial computing space. 

In this episode we dive into: 
• How technology is driving designers to design differently 
• Creating 3 dimensional experiences 
• Designing for the AI Age 
• The future of design 

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. 

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how these new technologies are changing the way we need to approach design. To get an understanding of how we need to change how we design experiences I had Oliver Weidlich join me on the Customer Smarts Podcast. Oliver, has been in the UX design space for a long time working with leading brands like Qantas, Optus, Atlassian and CommBank. He’s an expert when it comes to understanding how humans interact with new technologies and devices especially in the spatial computing space. In this episode we dive into: • How technology is driving designers to design differently • Creating 3 dimensional experiences • Designing for the AI Age • The future of design Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="https://www.customersmarts.co">www.customersmarts.co</a>

We explore how AI and spatial computing have opened up a whole new world of considerations for how we design experiences.

Why Chief Customer Officers are replacing CMO’s with Shaden Mohamed ex Expedia & Google

In 1 playlist(s)

Customer Smarts

Social links

Follow podcast

Recent clips