Duncan Littlefield is the CEO of LITTLEFIELD, where they are focused on aligning impact and influence. LITTLEFIELD holds a portfolio of companies, such as The Littlefield Company, Littlefield Films, Littlefield Studios, The Lab, and critical contributors in equity partnerships with other startups. The engine behind it all is The Littlefield Company, where they tell under-told stories by delivering scalable content for purpose-driven companies. Plus, he is on a mission to always be a part of the larger conversation and support everyone become obsessed with their own unique life. He told me once that he never turns down a cup of coffee and so far... that is accurate!

Chris Rios is a founding member of Blue Rock Search.  He has over twenty-five years' experience in Hospitality and Executive Search and leads the Blue Rock CX practice.  His desire and passion to deliver an exceptional and engaging client and candidate experience has lead him to his current role as Chief Experience Officer.  He has over fifteen years of hospitality experience as an executive chef and has been recruiting executive and senior level talent in Customer Experience, HR and Hospitality for over a decade.  

Serena Riley is the VP of Experience Management at renewables energy tech start-up SkySpecs, Inc. and a Certified Customer Experience Professional (CCXP) who has been igniting transformation in individuals, teams, and organizations for 20-years. She is a customer experience expert who specializes in cultivating customer-centricity and employee-elevation and is keen on broadening the narrative of Customer Experience to an even more holistic strategy of Human Experience Management. Francesca Tempestini is an enthusiastic disseminator of the Disney Approach and a Customer Experience lover. training.  Francesca likes to combine her Disney experience with CX and EX principles, bringing Disney sparkles and insights to non-magical industries. Her goal is to show how the Disney Approach can be applied to any industry, promoting a people-centric approach to business which includes employees. Sandra Thompson is a consultant (eievolution.com) in customer experience, employee experience and she’s a remote work enthusiast. She’s a formal and informal educator in this space. She runs the Applied Customer Experience and Emotional Intelligence course, she's an emotional intelligence coach (the first Goleman Emotional Intelligence coach in the UK) and she lectures part time at Pearson Business School in London.

Awarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry.  Author of 3 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer, and her work has been published in Brazil, Philippines, India, US & Europe. She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method; creating better flow in home-offices and workspaces by integrating a blend of the traditional Feng Shui principles with Modern & personal business needs, reducing physical and emotional stresses to increase productivity, loyalty, and profitability. When she isn't in a Zoom room, you will find her walking on the coasts of her beautiful island of Jersey!

Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.

Rob LoCascio is the founder of LivePerson, Inc. and has been its chief executive officer since its inception in 1995. As the inventor of online chat for brands, Rob disrupted the way people communicate with companies around the world, removing the need for 1-800 numbers, long wait times, and endlessly scanning websites for information. In 2016, Rob again led the company to the forefront of conversational commerce by making it easy for consumers to connect with brands on messaging via platforms including SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and even brand apps and websites.  Rob's mission is to inspire and help others who are on that same path. LivePerson, currently serves over 18,000 clients, with 1,200 employees worldwide. Beyond his decades of work at LivePerson, Rob's interests extend past his business and reflect his close ties to New York City and his journey as an entrepreneur and humanitarian.

Alex Mead, is an experienced contact centre leader with a proven track record in driving CX innovation, delivering top class customer experiences, operations efficiency & customer loyalty.  He believes customers should get EPIC Service Experiences that are EASY, PERSONALISED, INTUITIVE & CONTEXTUAL. As a hands-on leader, he inspires teams to deliver great experience across multiple channels and industries. His no-nonsense approach to improving customer service will challenge your thinking and motivate you to strive new and innovative ways to achieve a better experience for employees and customers.

Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Picoult has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com(where he’s a regular contributor). Picoult has headlined events, sharing his customer experience philosophies with business leaders and entrepreneurs worldwide. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in his industry.

A serial entrepreneur, David Wach’s latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write your notes in pen. Developed as a platform, Handwrytten lets you send notes from your CRM system. Handwrytten is changing the way brands and people connect. Prior to his current initiatives, David founded Cellit, a mobile marketing platform and mobile agency. Under David’s leadership, Cellit became a leading player in the mobile marketing space and invented the concept of mobile customer relationship management (Mobile CRM). David is also a frequent speaker on marketing technology and has been interviewed by The Wall Street Journal, USA TODAY, Variety, Washington Post and many more.

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. John joins me on this podcast episode to discuss his latest research on the impact of what happens to word of mouth and an increase in willingness to pay a premium when an organization delights its customers. Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014.  Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as dozens of non-profit and government entities.