Why do we have so many managers, but so few leaders? What does it even mean to be a leader? How do you become one? In this episode, I talk with Jennifer Borchardt, VP of Experience, Financial Services at Publicis Sapient about how to cross over into leadership.  The episode begins with Jennifer reflecting on her journey and how her view of leadership has evolved over time. Jennifer has worked in various roles within the sector, most recently leading an experience practice for financial services at a large global digital transformation consultancy. Jennifer and Devin discuss the differenc ..read more

In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships. Key Takeaways The importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just to fulfill a function, but to be part of a purpose and offer them a sense of belonging. He cites a large worker survey that found the number one thing employees value ..read more

In this episode of Experience Leader, Devin talks with legendary hotelier, co-founder of the Ritz-Carlton Hotel Company, and founder of Capella Hotel Group, Horst Schulze. They talk about his remarkable story and how he creates the best hotels in the world. This is the first part of a two-part series that will get you fired up to pursue excellence in your life and work. Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter. A production of Experience Leader LLC. LinksLearn more about Horst SchulzeLearn more about host Devin Smith Learn more ab ..read more

Some people just get the need for great CX because it’s a part of who they are, and it is definitely a part of Ashley Jones, CEO and Founder of Love Not Lost.  Love Not Lost is a non-profit that provides portrait photography for people who have a terminally ill loved one so that they can capture memories together while they still can. In this episode, Devin talks with Ashley about how she started Love Not Lost and the way the organization cares for donors, photographers, and benefactors. Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newslet ..read more

Have you ever encountered pure energy?  Devin comes close when he sits down with Nate Brown, Co-Founder of the CX Accelerator and Senior Director of CX at Arise. Nate and Devin talk about their experience at CX Forums Experience Atlanta ‘23 and  about why experience matters! Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter. A production of Experience Leader LLC. Links Connect with Nate Brown on LinkedINListen to the Experience Matters (Podcast) with Nate BrownLearn more about hosts Devin Smith Learn more about the Experience Le ..read more

On this episode, Devin chats with his colleague Joe Rapoza, Senior Manager of UX Design at Charles Schwab, about whether UX Designers make good entrepreneurs. Enjoy the conversation. CX Forums ATL 23 is coming. Use Discount Code “Devin20” to save 20% on tickets! Get tickets HERE. Join other industry leaders by signing up for the Experience Leader Newsletter HERE. A production of Experience Leader LLC. Links: Learn more about Joe Rapoza. Learn more about hosts Devin Smith . Learn more about the Experience Leader podcast ..read more

On this episode, Devin sits down with Utibe Bassey (Head of Customer Experience, Dominion Energy) to discuss her revolutionary idea of LOVE as a KPI for any business that wishes to dominate its category. She breaks down the tenets as; L - Leadership O - Offer (Products & Services) V - Value Proposition E - Engagement Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter HERE. A production of Experience Leader LLC. Links: Learn more about Utibe Bassey. Learn more about hosts Devin Smith . Learn more about the Experience Leader podcast ..read more

Does Design Thinking work? Or does it oversimplify design, misrepresent it to the business world, and try to place designers? Steve Nedvidek joins Devin on the podcast in this episode to discuss it all. Steve teaches design thinking at Wake Forest University, is responsible for introducing design thinking to Chick-fil-A, and is himself a designer.  He is the perfect person to address recent critique of design thinking, in which a well-known designer claims that design thinking oversimplifies what design is, misrepresenting it to the business world, and ultimately tries to replace design i ..read more

Does Design Thinking oversimplify design to the point that it misrepresents what design is or devalues it as a practice and role in the world? Steve Nedvideck and Devin Smith talk about it in our latest episode ..read more

How do you create a consistently great customer experience in the SaaS business world? We find out from Sydney Sloan, whose storied career has included serving as CMO of Salesloft as well as senior marketing leadership positions at Adobe and Marketo ..read more