The CX Live!

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May 2026

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The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!

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June 16, 20261 hr 5 min

The CXLive! Episode 98: The Insight Flywheel: Making EBC Conversations Count in The Age of AI with Dmitry Risukhin

Our first episode of the summer is an 'insightful' conversation with Dmitry Risukhin, a builder of world-class executive engagement programs at companies including Microsoft, AWS, F5, and T-Mobile. Dmitry explains why, as AI, LLMs, and speech-to-text eliminate traditional barriers to capturing customer feedback, the true differentiator is contextual listening; understanding what matters, why it matters, and how to turn insights into action. He emphasizes that collecting feedback without routing it for action is simply filing, underscoring the need for closed-loop systems that drive accountability. Dmitry also explores why effective customer listening starts not with data, but with business leaders committed to acting on what customers say. Tune in as he shares the Insight Flywheel, the current state of customer listening, and where it's headed next.HighlightsRecognizing the value of briefing conversations (Microsoft + McDonald’s example)Right insight reached the right person at the right timeFlywheel Introduction: more than collecting VOCCapture, synthesis, routing and back to the businessOnly works when all parts turn togetherAmazon Flywheel ConceptSolving problems with systems F5 Aspire Manual System Early AI Adoption Scenarios Aspire: 3 weeks, 10 parallel tracks, 78 customer accounts, 90 partner accounts, 550+ attendees, 12 C-Level executives, 43 VPs and above53 Ambassadors trained to listen in a specific way, understand context Results including 1407 insights that shaped product decisionsT-Mobile: Using Tech and AI, Gaps RemainBriefingSource, CoPilot, ChatGPT Aggregate, generate summaries and Insights Doc in BriefingSource field for retrieval 2 Gaps: Briefing Managers curating AI processed insights not necessarily experts in the customers needs or T-Mobile solutionsNo organizational mechanism to systematically act on what was captured Honest framing: Listening competency remains scarce Knowing what to listen for, why it matters, discipline to close the loopFuture: Programs must solve the routing problemOwnership of insights collected, what decisions they are connected to, how does the loop close back to the customerAdvice for leaders starting fresh: measurement model first ResourcesDmitry’s GACEP Aspire to Innovate Presentation Amazon Flywheel Strategy ‘Crossing the Chasm’ by Geoffrey Moore ‘Good to Great’ by Jim Collins BriefingSource - Retrieval platform Qualtrics - F5 insight capture form Guest Thought LeaderDmitry Risukhin, a builder of world-class executive engagement programs across some of technology's most iconic companies, including Microsoft, AWS, F5, and T-Mobile. Find more at dmitryrisukhin.comDmitry is a customer engagement leader whose career has moved through three lanes of enterprise technology: writing code professionally since the age of 16, running enterprise IT, and building executive briefing programs. A builder by nature, Dmitry combines strategic vision with operational execution, whether launching programs from scratch, securing capital for world-class facilities, or running self-hosted AI models in his home lab. Today he is focused on helping companies build the executive engagement infrastructure that accelerates enterprise technology adoption.

May 21, 202652 min

The CXLive! Episode 97: Applying Evolutionary Biology to Design More Connected Customer Engagements with Dan Riskin

Fresh from delivering his fantastic keynote address at the GACEP Spring Conference in April, Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Dan Riskin, Ph.D. shares how principles from evolutionary biology and human behavior can help organizations design more connected, memorable customer engagements. From the role emotion and curiosity play in how people learn and retain information to the impact of active problem-solving and diverse team dynamics, we discussed how brands can create experiences that deepen engagement, strengthen relationships, and influence buying decisions. Known for blending humor with science-backed insights, Dan brings a unique perspective on human behavior, communication, and connection that organizations can apply todayHighlightsEmotionExperiences like Adrenaline - stimulates the amygdalaWhen emotionally connected, more memorable Brain works better when have an emotional connectionExamples of how we connect when take a journey Sports highlights, comedy, crying at movies Curiosity Don’t just tell your guests the answerEngage them and let them figure it out Science conservation exampleHave students or guests get involved, then explain why TeamworkTeams with conflict are better able to find solutions to complex problemsEmbrace diversity and different points of view Board games: safe ways to find smart and calm team membersNew paper: people work better together if in sync (i.e. singing)Check out ‘The Bat Signal’ Newsletter ResourcesDan Riskin’s Webpage The Bat Signal - Weekly Newsletter (be sure to subscribe)Science TV Shows Wildlife ToursGuest Thought LeaderDan Riskin, Ph.D., Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Noctillo.comDan is an evolutionary biologist turned science journalist whose career spans research, media, and public engagement. Dan did his PhD at Cornell, studying how vampire bats move on the ground. Then he worked at Brown University, flying bats in wind tunnels, trying to understand how they fly, maneuver, and land. His research earned international recognition, and Dan took that opportunity to slide into science TV. He has since become a prominent television personality, hosting shows on the Discovery Channel, Animal Planet, National Geographic, the Smithsonian Channel, and elsewhere. Beyond television, Dan is a bestselling author and sought-after keynote speaker known for using humor to translate science into insights people can apply to everyday life.

April 14, 20261 hr 15 min

The CXLive! Episode 96: Influences That Create Thoughtful Leaders with Amos Wampler

Our latest episode derives from a series of LinkedIn articles that highlight ‘Influences that Create Thoughtful Leaders.’ Amos Wampler, former Director of the Executive Briefing Program at Gore, shares how his life and career experiences shaped his leadership style and passion for the briefing profession. Building on principles like continuous improvement and beginning with a clear intent, Amos offers real-world insights showing how effective leadership is grounded in adaptability, trust, and self-awareness. He emphasizes the importance of identifying your team’s strengths while supporting their growth, embracing diverse viewpoints, and earning credibility through consistent action. At its core, strong leadership means elevating others' voices, fostering an environment where people can thrive, minimizing distractions, and having the courage to push boundaries, all while staying anchored in the values that shape meaningful outcomes.Highlights‘Begin with the End in Mind’ (Peter Bay Method) - orchestra practice ‘What if the Baton Goes Missing?’ - the team executes on their own ‘Holmes & Watson: Data vs Stories’ - a Watson among the HolmesDiversity Mentoring for Development (DMD) - mentors understand mentees' backgrounds “Leadership Comes From Followship” - help others believe, then lead“Innovation From Collaboration” - the “Lattice”, develop the next great idea‘The Slide and the Show - Parts I, II & III’ - always prepare for your audiences‘Be true to yourself and you will never fall’ - Beastie Boys ResourcesUniversity of Chicago Leadership Lab - The Craft of Writing Effectively Annotated Beastie Boys Impact Podcast Amos’ LinkedIn Articles The Daily Stoic by Ryan Holiday The Prophet by Kahlil Gibran Guest Thought LeaderAmos Wampler, Former Director, Executive Briefing Program at Gore Amos’s career has spanned classrooms, manufacturing floors, and analytical labs with a consistent track record of making meaningful contributions in each space. For the past several years, he led a high-visibility executive briefing program, overseeing thousands of interactions annually with customers, partners, board members, legislators, and media. His work operates in close partnership with senior leadership and spans strategy, operations, content, technology, facilities, and team development. It’s a role that demands sound judgment, discretion, and the ability to deliver high-stakes moments with consistency and impact at scale.

March 11, 202654 min

The CXLive! Episode 95: Kinetic Environments: Turning Motion into Emotion with Matteo Mosca

Born from a passionate presentation sharing his joy for creative technology, our latest episode features Matteo Mosca, CEO and Founder, at Leva (Impossible) Engineering. Matteo shares how crafting meaningful moments pushes their team to explore how people process the world around them; how the brain interprets movement, light, sound and space, shaping emotion and memory. He explains how each project begins by understanding what the client wants their guests to feel, remember and carry with them long after they leave. In our discussion, Matteo defines key elements to designing kinetic environments that bring guests into an ‘awake state of wonder’, capturing their attention and fostering greater participation. He also encourages us to think of this approach as a new language that speaks to both logic and emotion. HighlightsApproach to designing memorable experiences - ‘Suspension of disbelief’Designing spaces to bring people into an ‘Awake State of Wonder’Wonder is intense presencePredictability kills wonderMovement triggers attentionEmotionally charged information is more memorable and builds stronger human connections Use technology to tell the story, speaking to both logic and emotionThe discovery phase: strategy before technology and using movement to amplify meaningBest Practices shared: ‘Stop Selling, Start Storytelling’, ‘Use Edutainment to Make Learning Stick’, and ‘Shake People Awake, Intentionally’‘Safe Ideas are Forgettable’ - Differentiate your brand from others Turning motion into emotion - see Resources to visualize ResourcesLeva Reel 2026: Motion into Emotion Leva in EBCAramco EBC (Visitor Center Kinetic Welcome Wall) Microsoft EBC (Experience Center One) Kinetic Smart Board and Kinetic LED Wall Guest Thought LeaderMatteo Mosca, CEO and Founder, Leva (Impossible) EngineeringMatteo is a founder and media engineer working at the intersection of creative technologies, design and communication, with a focus on interactive environments that foster meaningful human connections. At Leva, Matteo leads a multidisciplinary team of engineers and creatives designing custom kinetic and immersive installations that blend mechanical movement, motion content and spatial storytelling. Their work turns physical, brand spaces into responsive, participatory environments that people can explore and connect with, not just observe.Matteo also spearheads Leva’s strategy, developing marketing and business growth initiatives, while building the structure that allows technical experimentation to become scalable, real-world solutions. With a background in computer engineering and a strong creative drive, he brings a structured, results-oriented approach to innovation, combining technical rigor with a strong understanding of customer and market needs. His goal is to help organizations leverage cutting-edge technology to connect with audiences, support growth and drive long-term competitiveness – with the type of experiences that break through the noise and reshape the way people interact with brands.

February 19, 202655 min

The CXLive! Episode 94: Defining Your Global Location and Investment Strategy with Imogen Broomhead

In our latest episode, Imogen Broomhead, Senior Director, Global Executive Experience Program, shares how she and her team built ServiceNow’s global program strategy, with a focus on Location and Investment Strategy. From defining primary pillars and KPIs with executive leadership to establishing a six-element infrastructure, Imogen outlines the consistent, data-driven methodologies behind their approach. She explains new center eligibility criteria, her partnership with Workplace Services (WPS) to create Global Playbooks for new builds, and how red/amber/green assessments give executives a clear view of Innovation Center health and upgrade needs. The result is a scalable model for building and managing a global program that showcases ServiceNow’s value to current and prospective customers.HighlightsGrowth from 3 Centers/4 team members to 10 Centers/50 team members by December 2026Developing a Global Program Strategy 3 Pillars (set with CMO) Program: Immersive StorytellingPlace: World-Class ExperiencesPeople: Elite Team Must have: team member onboarding program - 6 monthsLocation and Investment StrategyInnovation Center Global MapAlignmentMarketing does not decide innovation center locations Work with Execs in Sales and Go-to-Market teamsComplex RACI model Don’t open centers too fastNew Center Eligibility Criteria Pipeline/TAM data in region - opps, industries, etc. Success metrics - capacity targets per locationKPIs for Areas - High volume accountsBudget, Ops Resourcing, SMEs, etc. Specs Overview WPS Global Playbook - templatized Define ‘Apple Store’ look & feel Set consistent specs for architects to work fromCenter Upgrades / Business Case ProcessMap capital works plans with WPS Teams Red/Amber/Green assessments - clear picture for executives Process to seek funding to insert centers into capital works planRetiring Centers + Supporting the Field Sunsetting strategyOut of Center offerings “Beyond the Briefing” Global Non-NegotiablesProgram, Place and PeopleDeliver elite experiences w/storytelling & technologyEBC - in service of customers Capturing Impact Quality not quantity - influence most strategic accounts Host C-Suite only - Focus on closing business Be ‘Yes’ People, Be Creative and Customer-focusedAI Networking Breakfast, Wine Club, etc. ResourcesHow ServiceNow Uses Executive Briefing Centres to Grow Relationships with C-level ClientsGuest Thought LeaderImogen Broomhead, Senior Director, Global Executive Experience Program, ServiceNowImogen is a dynamic technology leader and customer experience champion with over eight years at ServiceNow. She leads the vision and execution of the company’s global Innovation Centers, transforming them into strategic programs that help customers, account teams, and executives innovate faster. Recognized as a CXO empath, SaaS marketer, and technology specialist, Imogen blends strategic thinking with strong execution. Her leadership is rooted in empathy, collaboration, and delivering measurable outcomes that align executive experiences with business goals and drive meaningful transformation.

January 15, 20261 hr 8 min

The CX Live! Episode 93: The Resilience Roadmap: Driving the Boat, Not Focusing on the River with Spencer Waldron

In our first episode of 2026, Spencer Waldron, CEO of Cenrox, shares a deeply personal story that led him to uncover ways of managing difficult situations with new behaviors and choices. He walks through many elements that contributed to creating his Resilience Roadmap. From understanding neuroscience and the power of our eight emotions to identifying new habits that offer self care that we need in challenging situations, Spencer offers ways to navigate these situations, i.e. driving our boat while not focusing on the river. He also reinforces the fact that resiliency is not about having it all together. It’s about moving forward anyways and making a daily impact. As he says, ‘we are capable of handling more than we think we can’. HighlightsNeuroscience and EmotionsThousands of ‘Feelings’, only 8 ‘Emotions’ which are physical 5 are negative, 2 are attachments: Love/Trust and Joy/ExcitementOnly 1 other emotion can flip negative to positiveOffer ‘Surprise’ early in presentation to establish emotional attachmentAristotle: Emotion + Trust = PersuasionThink of presenting as a gift = ‘a present’Resiliency from Spencer’s son’s accident Buddhist book: ‘Living a Life With Heart’ The river: cannot control where it goesThe boat: control what you do In each situation, ask yourself, “Is it the River or Boat?” The Resilience RoadmapResilience is a choiceSteps taken to get through - not about perfection, self care and daily impactPut yourself in challenging situationsPTSD & Psychological SafetyRemove from the trauma (i.e. at work: operationalize, relationships, self care) Comedy Improv Example Challenging, humor and a form of therapyResourcesResilience Keynote Speaking of Success Podcast Guest Thought LeaderSpencer Waldron, CEO, CenroxAs the founder of Cenrox, Spencer helps people show up as the best version of themselves when it matters most. He’s best known for his work in Conversational Presenting, helping leaders and teams move away from one-way slide decks and toward clearer, more engaging, audience-led conversations.Spencer’s work isn’t just based on theory or technique. In the past year, his perspective on communication and leadership has been shaped by navigating a serious family crisis, which led him to explore what resilience really looks like under pressure.Today, he brings those lessons into his work with organisations, combining clarity, presence, and human connection in high-stakes moments. He’s also a LinkedIn Learning instructor, a TEDx speaker, and a student of improv comedy.

December 9, 20251 hr 14 min

The CX Live! Episode 92: Manifestation: The Art of Defining Our Purpose and Our Future with Liat Scheffer Ben Yakov

In our final episode of 2025, Liat Scheffer Ben Yakov, Founder of Masters Academy and the CEO of Masters Creation Group LTD, shares the key elements of her Masters of Creation Method including examining the 4 realms, addressing our life purpose, embracing our core values and setting daily intentions that allow us to live our life as the Masters that we are. The perfect guide for evaluating our current path while looking ahead to the New Year! HighlightsThe body / mind connection - Masters of Creation Method for manifestationImportance of duality - positive vs negative gives us choiceEvaluate our life, what is working, choose to continue to notManifestation - 4 realms: Physical - habits, rewiring our nervous systemEmotional - from fear to happiness, influences changes we can makeMental - beliefs, paradigms, what is possible Spiritual - energy, the method starts here Get started:Life purpose: Who am I? Why am I here? Core values: What is important to me? Letting go: Trust yourself Managing our day to day lives: Know your purpose and what you bring to the room Prioritize your core values, nurture yourself with daily anchors (i.e. morning coffee, breathing, meditation, afternoon break, gym, etc.) Set your intention: For connection but know it has “nothing to do with me”What you want others you interact with to feel Embracing AI Shifting to the next era of being paid for our energy / vibrationWill not take over, will allow us to decide what we do to be fulfilled ‘Live your life as the Master that you are’Guest Thought LeaderLiat Scheffer Ben Yakov, Founder of Masters Academy and, CEO of Masters Creation Group LTD.Liat holds an MBA and a BA in Economics, alongside advanced studies in holistic psychotherapy, and brings more than 20 years of experience consulting with CEOs, senior executives, and entrepreneurs around the world - including leaders in Silicon Valley. She’s a best-selling author, an international speaker, and the host of a long-running podcast now in its fifth year. Throughout her career, Liat has helped thousands of people break through limitations, achieve their goals, and create the life they truly want.She is also the creator of the Masters of Creation Method, a 12-step framework for conscious reality creation which has grown into a global movement. What began as Masters Academy is now expanding into a larger, bolder, international group with a clear mission: to empower millions with the knowledge, tools, and practical pathways to become the leaders and masters of their own lives. Liat’s work is dedicated to deep personal transformation, global impact, and elevating human potential.

November 12, 20251 hr 10 min

The CX Live! Episode 91: Transforming Sales Teams from Passive Participants to Champions of Your Program with Michael Herren

In this episode, Michael Herren, Director, Global Customer Engagement Program at Illumina, shares strategies to deepen partnerships with sales teams and create strong evangelists. He advises to understand sales structures, motivations and pain points, then prioritize the desired outcomes of the partnership. Whether it’s the guidance you provide, tools you offer or ‘rules-of-engagement’ you define, make working with your team as frictionless as possible. Sales engagement must be earned!HighlightsEmbrace Challenges to Achieve Measurable Successes Define Clear Sales Engagement Outcomes Understand Sales Structure, Motivations and Pain Points 7 Key Sales Engagement Strategies Share Key Tools and Collateral Develop an Effective Communication Plan Define Clear Rules of Engagement Resources7 Engagement Strategies & Rules of Engagement “The Power of Moments” by Chip & Dan Heath“The Art of Gathering” by Priya ParkerA Bit of Optimism - Simon Sinek A Good Hang - Amy PoehlerGuest Thought LeaderMichael Herren, Director, Global Customer Engagement Program, IlluminaMichael leads a world-class team dedicated to delivering strategic, story-driven experiences that strengthen partnerships and drive business growth. With over 18 years of experience in the biotechnology, life science, and diagnostics industries, Michael brings a unique combination of technical expertise, operational excellence, and customer engagement strategy to his leadership role.

October 28, 20251 hr 12 min

The CX Live! Episode 90: The Lazy Genius Approach to Business Intelligence with Emre Ozbek

In our latest episode, Emre Ozbek, Executive Managing Director at BICEP Solutions, shares how customer-facing programs can build repeatable, intelligent systems that free up their best talent to focus on what truly matters: creativity, strategy, and connection. He digs deeper into his ‘touch it once philosophy’ and the ‘lazy approach’, a principle of profound efficiency rooted in automation. Emre advises teams to avoid ‘managing what you measure’, and instead ask ‘why’ to ‘eliminate’ unnecessary metrics and ‘illuminate’ your data. He also suggests how to change our mindset related to AI including the practical step of selecting one small process, then ask ‘why’, and either eliminate or automate. An important takeaway for listeners is the realization that the process of leveraging business intelligence is more accessible than we may have imagined. HighlightsThe ‘touch it once philosophy' and the ‘lazy approach’A long term strategy, take time to ‘sharpen the saw’Auditors review past data, strategists use the data to look to the future‘Garbage In, Garbage Out’ - understand the data before you automateLeading vs lagging indicators Avoid ‘Manage What You Measure’ - ‘vanity vs actionable’ metricsAsk ‘WHY’ and ‘ELIMINATE’ unnecessary metrics Utilize data across customer facing programs: Executive Sponsorship, briefings, meetings at events, CABs, etc. Build in processes to keep systems up to date and reliable (i.e. integrate HR employee database into scheduling and CRM tools)Automate to spend time for relationship building, critical thinking and creativity AI: how to shift from a ‘Fear mindset' to a ‘Partner mindset' Start small, start now - strive for clarity over quantity ResourcesBook: Measure What Matters by John DoerrTED Talk: The Beauty of Data Visualization by David McCandlessHBR Article: Ensure High-Quality Data Powers Your AI by Thomas C. RedmanGuest Thought Leader Emre Ozbek, Executive Managing Director, BICEP SolutionsEmre is a business and data strategist with a simple but powerful philosophy: if you have to do something more than once, it should be automated. He calls it his "lazy" approach, but it's a principle of profound efficiency that has guided his 30-year, multi-national career helping some of the world's top companies solve their most complex operational challenges.His journey has taken him through enterprise architecture, business consulting, and innovation leadership across a range of industries. This unique cross-sectional view revealed a universal truth: most businesses are stuck solving the same problems over and over, wasting valuable time and frustrating both employees and customers. Today, Emre channels this passion through his new company, BICEP Solutions, providing Business Intelligence for Customer Engagement Programs. He now helps program leaders apply the lessons learned from running a world-class customer engagement program, complete with briefing centers, innovation labs, and executive sponsorship, to their own organizations.

September 25, 202559 min

The CX Live! Episode 89: Strategies for Designing Effective Demonstrations That Create Memorable Experiences with Bryan Hobbs

In our latest episode, Bryan Hobbs, Executive Briefing Manager at Zoom, provides lessons learned from his years of designing and implementing technical demonstrations for industry leading companies like Cisco, Symantec, Google Cloud and Microsoft. From identifying viable spaces and deciding who to partner with, to confirming what products/services to showcase, it is important to build for the short term and plan for the long term. Bryan also shares best practices for overcoming the unique challenges faced when installing in regional locations.HighlightsVisioning, the Art of the Possible Designing technical demo spaces for a variety of visitorsDemo elements: wow factors, humor, addressing challengesBuild in flexibility, see products/services working, leads to faster decision makingConsult with Internal and External teams including industry partnersElements to consider: budget, size of space, content, exec involvement, roadmapDefine scope and work with partners for alternatives (budget)Lessons learned for regional demosResources‘Career Mapping: Charting Your Course in the New World of Work’ by Ginny Clarke ‘REVOLOGY’ by Todd N Williams about Tom Scapello ‘From Good to Great’ by Jim CollinsGuest Thought LeaderBryan Hobbs, Executive Briefing Manager, ZoomBryan is a dynamic leader with over 25 years of experience at the intersection of technology, people management, and business processes. Bryan consults with businesses to refine their processes and harness the power of strategic partnerships. His career began at Cisco where his love for technology and customer engagement was established. Fostering strong partnerships has been key to his repeated successes during his leadership at Symantec’s Experience Center and to building groundbreaking hybrid experiences at Google Cloud’s Executive Briefing Center. Recently, as Director of Immersive Experiences at Microsoft, Bryan led teams in creating interactive, immersive customer experiences while mentoring high-performing individuals.

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