Bill Staikos on Rethinking AI Strategy in Customer Experience
Is FOMO driving your next big technology investment?
Bill Staikos joined me to talk about the strategic decisions the C-suite faces with AI, and why technology has to be purpose-built to improve both customer and employee outcomes.
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Originally aired August 14, 2025 as Episode 148 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Thinking beyond the AI hype
Common missteps, like dropping AI tools into teams with no training or clarity
Making AI serve customers and employees
Strategy first
Bill's candid approach is a useful reset for anyone feeling pressure to adopt AI quickly.
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About the guest
Bill Staikos is founder of the consultancy Be Customer Led and a former Senior Vice President at Medallia and BNY.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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