The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits

What's on your mind? Let CX Passport know... What will customer experience actually look like five years from now? In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking. Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — moving beyond survey teams and jargon to delivering business-aligned results. Bill breaks down how technology, human-centered design, and executive-level strategy must come together in today’s rapidly changing landscape. CHAPTERS   00:00  CX is a toolkit, not a strategy   04:14  Automation and AI in the CX future   06:00  The four personas of a modern CXO   10:01  AI vs hype: what’s real?   16:33  CX’s reckoning in 2023   19:12  Will CX go the way of Six Sigma?   20:41  First Class Lounge   26:42  Change management that actually works   31:16  How to start: know the business strategy Episode resources:   Connect with Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos   Explore Be Customer Led podcast: https://www.becustomerled.com If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport   ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup   ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport.