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In this episode of Navigating the Customer Experience, we sit down with Jeremie Kubicek, a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the author of several influential leadership books, including 5 Voices, 5 Gears, The 100X Leader, The Peace Index, and his newest release, The Voice-Driven Leader.

Jeremie shares his entrepreneurial journey and explains how years of building businesses taught him a critical lesson: while business plans and financial plans matter, it is the people plan that most often determines success or failure. Early in his career, he realized that people were often treated as liabilities rather than assets. This insight led him to dedicate his work to helping leaders understand, develop, and empower people so they can truly thrive.

At the heart of the conversation is Jeremie’s new book, The Voice-Driven Leader. He explains that the most important role in any organization is the team leader—the person who leads people day-to-day. Using the metaphor of a “Sherpa,” Jeremie emphasizes that when a leader is healthy and self-aware, the team they lead is far more likely to be healthy as well. The book helps leaders understand their own voice, personality, and wiring, as well as the voices of those they lead, so they can communicate more effectively and create meaningful development plans.

Jeremie outlines several core leadership principles, especially for those transitioning from peer to leader. These include learning to “speak the language” of others rather than forcing them to adapt to your style, clearly defining expectations and development paths, and guiding people through the discomfort of learning—what he calls the “pit of despair.” By understanding how people are wired and how they respond under stress, leaders can better support growth and avoid unnecessary breakdowns.

The conversation also explores how communication has evolved, particularly across generations, and how small misunderstandings—tone, emojis, or short messages—can unintentionally damage relationships if leaders are not intentional and aware.

Jeremie shares what excites him most right now: his focus on the idea that peace is power. He explains that leaders cannot give what they do not possess. If a leader is not at peace internally, their leadership and customer experience efforts will feel transactional rather than authentic. He introduces The Peace Index, a practical framework that helps individuals assess peace across five areas of life, reinforcing the idea that personal well-being directly impacts professional effectiveness.

Listeners also hear about the tool Jeremie uses daily—the 5 Voices App, an AI-powered resource designed to help people navigate communication, relationships, and leadership based on personality dynamics. He recommends Unreasonable Hospitality by Will Guidara as a book that deeply influenced his thinking on journeys, employee experience, and customer experience.

Jeremie closes by sharing simple yet powerful phrases he uses during challenging times, including “Choose joy” and “Call up, not out,” reminding us that leadership begins within. This episode is a compelling reminder that great customer experiences start with healthy, self-aware leaders who are alive, at peace, and intentional about how they show up every day.

Connect with Jeremie Kubicek

www.jeremiekubicek.com

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In this episode of Navigating the Customer Experience, we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience ecosystems, Jean-Pierre brings deep insight into what it truly takes to build emotionally resonant brands.

Jean-Pierre begins by sharing his personal journey—from growing up on an Air Force base in Germany to working long days on his family’s farm, to discovering his passion for design at Sheridan College. Launching his first firm just two years after graduating, he eventually built SLD into a leading global strategic design agency.

He then dives into his latest book, ThinkBlink Manifesto, which distills decades of experience into seven core tenets for creating emotionally connected brands. Jean-Pierre explains why emotional equity—not features, benefits, or promotions—is what customers respond to most deeply. The seven tenets include:

1. Owning the Emotional Moment
2. Personifying the Emotional Value Through Design
3. Communicating a Compelling Brand Story
4. Understanding Target Personas Beyond Demographics
5. Creating Belonging Experiences
6. Measuring What Truly Matters (Emotional Metrics)
7. Future-Proofing the Brand

Jean-Pierre discusses how leaders can shift beyond pre-COVID thinking by embracing new metrics, strengthening community and belonging for employees and customers, and leveraging SLD’s newly launched ThinkBlink AI Assessment tool to evaluate emotional connection, differentiation, and future readiness.

He also highlights companies that exemplify these principles—such as Apple, Harley-Davidson, and Canadian innovator Cineplex—organizations that have built loyalty and community through purpose-driven experiences.

A voracious reader, Jean-Pierre shares the books that have shaped him most, including Blue Ocean Strategy, The Challenger Mindset, and Nudge. He also opens up about what he’s currently excited about: becoming a grandfather and being invited once again as a keynote speaker at the Financial Brand Forum.

To close the episode, he shares his personal mantra for challenging times:
“Leadership is about seeing the opportunity in the challenges versus the challenges in the opportunity.”

Connect with Jean-Pierre on LinkedIn or visit www.sld.com
for tools, insights, and free resources.

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In this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago.

Ty shares how an early promotion into workforce management shaped her analytical mindset and laid the foundation for her future leadership roles. After years of being called in to “fix” support operations, she recognized that real transformation requires more than one person—it requires systems, collaboration, and a dedicated team. That realization became the catalyst for starting CX Collective.

One of her greatest rewards today is witnessing the tangible results of her team’s work—whether it's improving a help center’s searchability or strengthening an AI knowledge base. Ty describes herself as results-driven and energized by project-based outcomes that create long-term value for clients.

Ty also opens up about the emotional challenges of leading support teams. Early leadership training at Intuit, combined with her MBA in Organizational Leadership, helped her develop a grounded approach centered on emotional intelligence, inquiry, and humility. Recognizing her strengths as an operator rather than a novice-leader coach, she began developing CX playbooks—practical guides that help leaders navigate common challenges, from time management to launching AI programs. These playbooks have become both her most essential tool and a source of self-reflection.

Ty talks about the importance of community, staying curious about industry trends, and the advantage of having worked inside many different organizations. She also shares the fiction authors who shaped her love for storytelling—Eric Jerome Dickey and Carl Weber—and why their writing continues to resonate.

We also explore what Ty is most excited about these days: celebrating her niece’s freshman year at Tuskegee University and being stretched professionally as she leans into marketing her playbooks to a broader audience—an entirely new frontier after years of organic, word-of-mouth growth.

Ty closes the conversation with two powerful affirmations from her grandparents that guide her through adversity:

“You can do anything you put your mind to,” and “Lace up your bootstraps.” These messages remind her to stay grounded, confident, and ready to face whatever comes.

Connect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.