Speaking from Experience is Cortico-X’s signature leadership podcast, featuring candid, insight-driven conversations with executives who are redefining how organizations innovate and lead through transformation.
The series is focused on leadership, innovation, and experience orchestration. Each conversation explores how forward-thinking leaders are aligning human, business, and artificial intelligence to shape the future of their industries.
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Turning Customers Into Fans at Scale with Dane Mathews of Taco Bell
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Thursday, June 11, 2026 • Duration 26:32
What if the secret to unstoppable growth wasn't better technology, but better fandom?
In this episode of Speaking From Experience, host Sujay Saha sits down with Dane Mathews, Global Chief Digital and Technology Officer at Taco Bell, to explore how brands create defensible growth by turning customers into passionate fans. Dane shares how Taco Bell operationalizes fan-led experience activism across thousands of locations, balancing technology, AI, and human connection to create memorable moments that competitors can’t easily replicate.
From loyalty programs and frontline empowerment to experimentation and scalable innovation, the conversation reveals why meaningful experiences and not just seamless transactions drive sustainable business growth and stronger cultural relevance in today’s competitive retail and hospitality landscape.
Unlocking Growth Through Customer Experience with Todd Unger of AMA
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Wednesday, September 3, 2025 • Duration 46:04
Welcome to Speaking From Experience with Len Devanna. In this episode, we are joined by Todd Unger, Chief Experience Officer at the American Medical Association and author of The 10-Second Customer Journey. Todd discusses how his team was named best CX team of the year and shares his insights on CX as an orchestration layer that drives growth through seamless integration of marketing, product, and service. We explore how building a customer-centric culture, breaking silos, and using modern tools like AI can transform organizations and improve patient care.Todd emphasizes that CX is fundamentally about growth—unlocking wins through understanding audiences, streamlining processes, and fostering collaboration. He offers practical advice on designing for speed in today’s digital landscape, the importance of empathy, and continuous testing to improve experiences. His approach shows that customer experience is a key growth engine across industries, from healthcare to insurance.Tune in for Todd’s insights on modernizing CX, organizational change, and measuring friction to deliver shared wins. Watch the full episode on YouTube here: https://www.youtube.com/watch?v=7WG6w6HXSNg#Podcast #SpeakingFromExperience #CustomerExperience #CX #Growth #Leadership #Innovation00:00 Introduction to Customer Experience Leadership02:53 Todd Unger's Journey to CXO05:40 Defining Customer Experience08:54 The Integration of Marketing, Product, Commerce, and Service11:48 Breaking Down Silos for Growth14:59 The Tornado Funnel: Speed in Customer Experience17:38 Measuring Customer Friction and Experience20:30 The Role of Customer Experience at AMA23:51 Building a Customer-Centric Culture26:44 The Evolution of the AMA's CX Team29:37 Modernizing CX in a Legacy Institution 32:49 Empathy in Customer Experience35:43 Final Insights and Fast Five
Significance of Storytelling in CX and EX with Perry Philipp, CDO Of Entain
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Tuesday, August 5, 2025 • Duration 49:40
In this episode of Speaking From Experience, hosted by Len Devanna. Perry Philipp, Chief Data Officer of Entain, chats with Len about how data, AI, and trust drive one of the world’s largest gaming brands. Perry shares insights on leading data initiatives in a highly regulated, 24/7 global environment—where player safety and responsible play are key. He discusses how his team supports regulatory compliance, customer experience, and the importance of building a data foundation that enables personalized, trustworthy experiences that foster loyalty.Perry emphasizes the power of storytelling and data literacy across functions to gain buy-in and create a culture of trust. He highlights initiatives like the Data Academy, which upskills colleagues at all levels, and offers practical advice on navigating complex data landscapes, avoiding pitfalls like data debt, and balancing ambition with real business value. His leadership philosophy centers on humility, collaboration, and empowering teams to deliver impactful results at scale.Tune in to explore how organizations can leverage human-centered design and responsible data practices to innovate while maintaining trust. Perry’s insights on leadership, culture, and data strategy offer valuable lessons for any industry aiming to turn data into a strategic asset. Watch the full episode here: https://youtu.be/xdKM_TQzB18#Podcast #SpeakingFromExperience #DataLeadership #AI #CustomerTrust #ExperienceDesign #ResponsibleInnovation #Transformation #Leadership #DataAcademy00:00 Introduction to Speaking From Experience00:55 Understanding Entain and Its Global Impact01:49 Data's Role in a Regulated Environment02:48 Technology and Employee Engagement in Data04:58 Enabling Excellence Through Data06:46 The Evolving Role of the Chief Data Officer09:32 The Data Academy: Educating for Success11:51 Customer Experience and Data Integration13:49 Building Trust in Data-Driven Experiences16:15 The Importance of Trust in Data Quality17:42 Data Excellence and Industry Standards21:17 Navigating Data Analysis Paralysis23:30 Starting with Value in Data Strategy25:54 Balancing Ambition with Business Value27:45 Designing Trusted Data-Driven Experiences30:04 The Never-Ending Journey of Data Trust31:23 Breaking Down Silos for Better Collaboration32:52 The Power of Storytelling in Data36:08 Global Leadership and Building Trust39:51 People-First Leadership in Data42:16 Key Themes in Leadership and Data42:44 Fast Five: Quick Insights from Perry
AI: The New Frontier in Digital Experiences with Nicolas Rodet
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Tuesday, July 22, 2025 • Duration 49:30
Welcome to Speaking From Experience, hosted by Len Devana, where we explore the stories and insights behind great experiences. In this latest episode, I sit down with Nicolas Rodet, a trailblazer in digital transformation with nearly three decades of leadership at some of the most innovative organizations worldwide. Nicolas shares a compelling perspective on how the landscape of digital transformation has evolved—from early experiments to today’s breakthrough with AI and personalization finally making the dream of seamless, tailored customer experiences a reality.We discuss how the focus has shifted from long, costly projects to rapid, agile execution, and why we’re now finally arriving at the destination many of us have been chasing for years. Nicolas emphasizes that AI and data are powerful tools, but they must be harnessed with a human-centered approach—crafting stories, designing interactions, and building trust that truly connect. He highlights the importance of prototyping, storytelling, and strategic content in driving impactful digital initiatives.Tune in to discover how organizations can responsibly leverage emerging technologies to stay ahead in an ever-changing world. Nicolas also shares his thoughts on the environmental impact of digital innovation and the importance of balancing progress with responsibility. Don’t miss this insightful conversation—watch the full episode on YouTube here.Join us as we explore the ongoing journey of digital transformation and the future of experience and trust in a digital age. https://youtu.be/sOIvfLKWNcM#Podcast #SpeakingFromExperience #DigitalTransformation #AI #CustomerExperience #Innovation #Leadership #FutureOfWork #HumanCenteredDesign00:00 Introduction to Digital Transformation00:58 The Evolution of Digital Transformation04:14 The Role of AI in Digital Transformation07:04 Agility and Prototyping in Digital Initiatives10:12 Navigating Change and Employee Engagement12:43 The Changing Landscape of Identity16:14 AI's Impact on Consumer Behavior20:51 Security and User Experience23:33 The Future of Digital Experiences28:48 AI: Opportunities and Challenges34:19 The Importance of Storytelling in Transformation37:33 Building Relationships for Success50:22 Closing Thoughts on Digital and Environmental Responsibility
Design, AI, & EVs: Breaking Down the Next Era of Automotive Experience with Derek Jenkins of Lucid Motors
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Monday, July 7, 2025 • Duration 52:16
Join Len Devanna, Founder of Cortico-X, on the latest episode of Speaking From Experience as I sit down with visionary automotive designer Derek Jenkins. Derek has led the creation of iconic vehicles for brands like Mazda, Audi, Volkswagen, and now Lucid Motors, where he's redefining the future of sustainable mobility. In this episode, Derek shares the inspiring stories behind his most personal projects, from the legendary MX-5 Miata to the innovative Lucid Air and Gravity. We explore how design balances aesthetics, function, and emotion, all while navigating the complexities of brand evolution and groundbreaking technology. Don't miss this deep dive into how design and experience shape the future of mobility—watch the full episode on YouTube here: https://youtu.be/UOSvD3sdq_MTogether with Len, Derek also delves into how the automotive industry is rapidly transforming with cutting-edge tools like VR and AI, emphasizing that technology should serve as a creative catalyst rather than a homogenizer. He discusses the importance of maintaining brand authenticity while pushing the boundaries of innovation, especially in electric vehicles where aerodynamics, materials, and user experience are more interconnected than ever. Whether it's designing a car that feels as good as it looks or reimagining the customer journey in a direct-to-consumer world, Derek's insights highlight the artistry and precision required to create vehicles that truly resonate. For these stories and more, tune in on YouTube and stay inspired!#AutomotiveDesign #LucidMotors #ElectricVehicles #Innovation #ExperienceLedDesign #BrandEvolution #DesignThinking #FutureOfMobility #SustainableDesign 00:00 Introduction to Automotive Design and Derek Jenkins07:38 Balancing Aesthetics and Functionality in Automotive Design14:36 Designing for Brand Evolution and Authenticity16:58 Creating the Lucid Air: A Clean Slate23:27 The Launch of Lucid Gravity: Redefining SUVs26:19 Reimagining the Automotive Buying Experience34:23 The Role of Technology in Modern Design41:26 Reflections on Iconic Designs: The Mazda MX-5 Miata
Automation Vs Emotion: Can AI Scale Human Experience? With Jeff Marks and Sujay Saha
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Tuesday, June 17, 2025 • Duration 47:27
Discover the transformative insights from industry leaders on how people-centric strategies drive sustainable growth and innovation. In this episode of Speaking From Experience, Len Devanna sits down with Jeff Marks, COO at Munich Re Specialty Insurance, to explore how cross-industry experience shapes leadership and how organizations can embed human-centered design into their transformation journeys. Jeff emphasizes that at the core of every successful business are the people—whether in operations, customer experience, or leadership—and that fostering a culture of continuous improvement and servant leadership is key to navigating change effectively. For a deeper dive into these compelling conversations, check out the full episode on YouTube https://youtu.be/hOh5okECDOAThroughout the episode, Sujay Saha, President and Founder of Cortico-X, and Jeff, highlight the importance of leveraging technology, particularly AI, to enhance customer and employee experiences. Jeff discusses how emerging technologies like generative AI can automate routine tasks, freeing up teams to focus on higher-value work, while also emphasizing that empathy remains a uniquely human trait crucial for meaningful interactions. They delve into the pitfalls organizations often face when rushing into tech solutions without properly defining the problem or engaging stakeholders, underscoring the need for thoughtful change management and aligned leadership. To stay inspired and informed, watch the full episode on YouTube and join the conversation about shaping the future of work and customer engagement.#Leadership #DigitalTransformation #PeopleFirst #CustomerExperience #AI #Innovation #ChangeManagement #SustainableGrowth #HumanCenteredDesign00:00 Introduction to Experience-Led Transformation01:12 Jeff Marx's Unique Professional Journey04:29 The Importance of People in Business08:55 Purpose and Profit: A Sustainable Business Model10:40 Understanding Munich Re's Specialty Insurance12:33 Enabling Excellence: Operational Philosophy17:11 Servant Leadership in Action20:01 Operational Excellence and Customer Satisfaction24:08 Retention Strategies for Customers and Employees27:30 Emerging Technologies Impacting Customer Experience31:37 The Role of Empathy in AI and Customer Experience38:17 Common Pitfalls in Technology-Driven Customer Experience42:22 Creating a Culture of Innovation and Change
Authenticity VS. Automation: The Content Dilemma with Marc Sirkin
Episode 1
Thursday, May 22, 2025 • Duration 44:38
On this episode of Speaking from Experience, host Len Devanna, sits down with Marc Sirkin, CEO of Third Door Media, a company recently acquired by Semrush. Marc shares his incredible journey through the waves of digital transformation, from the early internet days to the AI-powered marketing landscape of today. With decades of leadership in strategy, innovation, and enterprise transformation, Marc brings a rare depth of insight into how brands must evolve to meet the accelerating demands of a rapidly changing world.In a conversation filled with energy and honesty, Len and Marc discuss the profound impact of AI on customer experience, content strategy, and digital marketing. They unpack how discovery and audience building are being reshaped, what marketers must do to stay ahead, and why human-machine collaboration could define the next era of innovation. Marc also shares a powerful piece of advice for rising leaders: in a world of constant disruption, perseverance and curiosity are the keys to carving your own path.🎥 Watch the full episode of Speaking from Experience featuring host Len Devanna and guest Marc Sirkin here: https://youtu.be/Ac1V9j5p3uQ#SpeakingFromExperiencePodcast #LenDevanna #MarcSirkin #ThirdDoorMedia #CorticoX #CustomerExperience #DigitalTransformation #Leadership #AIInnovation #MarketingStrategy #CXStrategy #BusinessInnovation #ExperienceMatters #FutureOfWork
ENCORE: The World's First Happy Moving Company, with Ron Holt
Episode 22
Thursday, May 22, 2025 • Duration 34:43
Over December, we will be bringing you a selection of our favorite episodes from 2024. This week, it's our conversation with entrepreneur Ron Holt...Some industries have conditioned us to have almost unreasonably high expectations, and some industries have conditioned us to have unusually low expectations. The moving industry sits firmly in the latter category.Ron Holt thinks that's not good enough, and he's doing something about it. Ron is one of America’s most interesting and successful entrepreneurs. He scaled his first business, ‘Two Maids & A Mop’ from a single location to nearly 100 locations, and then sold it.He is now CEO of Pink Zebra Moving, a disruptive and customer-focused removals company that is completely reshaping the moving experience, around the customer. Their mission is to be the world’s first happy moving company.Get in touch with Cortico-X here.Follow Cortico-X on LinkedIn here.
ENCORE: The One to One (near) Future, with Don Peppers
Episode 21
Thursday, May 22, 2025 • Duration 31:00
Over December, we will be bringing you a selection of our favorite episodes from 2024. First up, the inimitable Don Peppers....You don’t need a management consultant to tell you that customer experience is important in 2024. It was not always the case. In fact, before the CRM revolution of the early 90’s, experience was a word seldom heard in boardrooms.In this very special episode, host Will Kingston is joined by the man who is widely credited with launching that revolution, Don Peppers. Don’s first book, ‘The One to One Future’, co-authored with his long-time collaborator, Martha Rogers, put customer relationship management on the map. Inc. Magazine's editor-in-chief called it "one of the two or three most important business books ever written."He has since authored or co-authored a legacy of international business best-sellers that have collectively sold over a million copies in 18 languages. Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 "most authoritative experts on customer experience."Get in touch with Cortico-X here.Follow Cortico-X on LinkedIn here.
Driving CX in the Auto Industry, with Jeff Curry and Len Devanna
Episode 20
Thursday, May 22, 2025 • Duration 35:10
We’ve all heard that old cliché, "It gets me from A to B." For a long period of time, that was good enough in the eyes of many drivers. How times have changed. The car industry is at the intersection of a range of disruptive forces: environmental sustainability, the rise of digital and AI, and the brand purpose era (to name a few).There are few industries that are changing as rapidly, and as fundamentally, as automotive. To help Will understand the experience and brand implications of this new world behind the wheel, he is joined in this episode by Len Devanna, VP at Cortico-X, and Jeff Curry, former VP of Global Marketing, Communications and Product at Lucid Motors.Get in touch with Cortico-X here.Follow Cortico-X on LinkedIn here.
