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The CX Live!

The CX Live!

Written by: The CX Live!
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The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!© 2026 The CX Live! Economics Management Management & Leadership
Episodes
  • The CXLive! Episode 98: The Insight Flywheel: Making EBC Conversations Count in The Age of AI with Dmitry Risukhin

    The CXLive! Episode 98: The Insight Flywheel: Making EBC Conversations Count in The Age of AI with Dmitry Risukhin
    Jun 16 2026
    Our first episode of the summer is an 'insightful' conversation with Dmitry Risukhin, a builder of world-class executive engagement programs at companies including Microsoft, AWS, F5, and T-Mobile. Dmitry explains why, as AI, LLMs, and speech-to-text eliminate traditional barriers to capturing customer feedback, the true differentiator is contextual listening; understanding what matters, why it matters, and how to turn insights into action. He emphasizes that collecting feedback without routing it for action is simply filing, underscoring the need for closed-loop systems that drive accountability. Dmitry also explores why effective customer listening starts not with data, but with business leaders committed to acting on what customers say. Tune in as he shares the Insight Flywheel, the current state of customer listening, and where it's headed next.HighlightsRecognizing the value of briefing conversations (Microsoft + McDonald’s example)Right insight reached the right person at the right timeFlywheel Introduction: more than collecting VOCCapture, synthesis, routing and back to the businessOnly works when all parts turn togetherAmazon Flywheel ConceptSolving problems with systems F5 Aspire Manual System Early AI Adoption Scenarios Aspire: 3 weeks, 10 parallel tracks, 78 customer accounts, 90 partner accounts, 550+ attendees, 12 C-Level executives, 43 VPs and above53 Ambassadors trained to listen in a specific way, understand context Results including 1407 insights that shaped product decisionsT-Mobile: Using Tech and AI, Gaps RemainBriefingSource, CoPilot, ChatGPT Aggregate, generate summaries and Insights Doc in BriefingSource field for retrieval 2 Gaps: Briefing Managers curating AI processed insights not necessarily experts in the customers needs or T-Mobile solutionsNo organizational mechanism to systematically act on what was captured Honest framing: Listening competency remains scarce Knowing what to listen for, why it matters, discipline to close the loopFuture: Programs must solve the routing problemOwnership of insights collected, what decisions they are connected to, how does the loop close back to the customerAdvice for leaders starting fresh: measurement model first ResourcesDmitry’s GACEP Aspire to Innovate Presentation Amazon Flywheel Strategy ‘Crossing the Chasm’ by Geoffrey Moore ‘Good to Great’ by Jim Collins BriefingSource - Retrieval platform Qualtrics - F5 insight capture form Guest Thought LeaderDmitry Risukhin, a builder of world-class executive engagement programs across some of technology's most iconic companies, including Microsoft, AWS, F5, and T-Mobile. Find more at dmitryrisukhin.comDmitry is a customer engagement leader whose career has moved through three lanes of enterprise technology: writing code professionally since the age of 16, running enterprise IT, and building executive briefing programs. A builder by nature, Dmitry combines strategic vision with operational execution, whether launching programs from scratch, securing capital for world-class facilities, or running self-hosted AI models in his home lab. Today he is focused on helping companies build the executive engagement infrastructure that accelerates enterprise technology adoption.
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    1 hr and 6 mins
  • The CXLive! Episode 97: Applying Evolutionary Biology to Design More Connected Customer Engagements with Dan Riskin

    The CXLive! Episode 97: Applying Evolutionary Biology to Design More Connected Customer Engagements with Dan Riskin
    May 21 2026

    Fresh from delivering his fantastic keynote address at the GACEP Spring Conference in April, Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Dan Riskin, Ph.D. shares how principles from evolutionary biology and human behavior can help organizations design more connected, memorable customer engagements. From the role emotion and curiosity play in how people learn and retain information to the impact of active problem-solving and diverse team dynamics, we discussed how brands can create experiences that deepen engagement, strengthen relationships, and influence buying decisions. Known for blending humor with science-backed insights, Dan brings a unique perspective on human behavior, communication, and connection that organizations can apply today

    Highlights

    • Emotion
      • Experiences like Adrenaline - stimulates the amygdala
      • When emotionally connected, more memorable
      • Brain works better when have an emotional connection
      • Examples of how we connect when take a journey
        • Sports highlights, comedy, crying at movies
    • Curiosity
      • Don’t just tell your guests the answer
      • Engage them and let them figure it out
      • Science conservation example
        • Have students or guests get involved, then explain why
    • Teamwork
      • Teams with conflict are better able to find solutions to complex problems
      • Embrace diversity and different points of view
      • Board games: safe ways to find smart and calm team members
      • New paper: people work better together if in sync (i.e. singing)
        • Check out ‘The Bat Signal’ Newsletter

    Resources

    • Dan Riskin’s Webpage
      • The Bat Signal - Weekly Newsletter (be sure to subscribe)
      • Science TV Shows
      • Wildlife Tours

    Guest Thought Leader

    Dan Riskin, Ph.D., Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Noctillo.com

    Dan is an evolutionary biologist turned science journalist whose career spans research, media, and public engagement. Dan did his PhD at Cornell, studying how vampire bats move on the ground. Then he worked at Brown University, flying bats in wind tunnels, trying to understand how they fly, maneuver, and land. His research earned international recognition, and Dan took that opportunity to slide into science TV. He has since become a prominent television personality, hosting shows on the Discovery Channel, Animal Planet, National Geographic, the Smithsonian Channel, and elsewhere. Beyond television, Dan is a bestselling author and sought-after keynote speaker known for using humor to translate science into insights people can apply to everyday life.
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    52 mins
  • The CXLive! Episode 96: Influences That Create Thoughtful Leaders with Amos Wampler

    The CXLive! Episode 96: Influences That Create Thoughtful Leaders with Amos Wampler
    Apr 14 2026

    Our latest episode derives from a series of LinkedIn articles that highlight ‘Influences that Create Thoughtful Leaders.’ Amos Wampler, former Director of the Executive Briefing Program at Gore, shares how his life and career experiences shaped his leadership style and passion for the briefing profession. Building on principles like continuous improvement and beginning with a clear intent, Amos offers real-world insights showing how effective leadership is grounded in adaptability, trust, and self-awareness. He emphasizes the importance of identifying your team’s strengths while supporting their growth, embracing diverse viewpoints, and earning credibility through consistent action. At its core, strong leadership means elevating others' voices, fostering an environment where people can thrive, minimizing distractions, and having the courage to push boundaries, all while staying anchored in the values that shape meaningful outcomes.

    Highlights

    • ‘Begin with the End in Mind’ (Peter Bay Method) - orchestra practice
    • ‘What if the Baton Goes Missing?’ - the team executes on their own
    • ‘Holmes & Watson: Data vs Stories’ - a Watson among the Holmes
    • Diversity Mentoring for Development (DMD) - mentors understand mentees' backgrounds
    • “Leadership Comes From Followship” - help others believe, then lead
    • “Innovation From Collaboration” - the “Lattice”, develop the next great idea
    • ‘The Slide and the Show - Parts I, II & III’ - always prepare for your audiences
    • ‘Be true to yourself and you will never fall’ - Beastie Boys

    Resources

    • University of Chicago Leadership Lab - The Craft of Writing Effectively
    • Annotated Beastie Boys
    • Impact Podcast
    • Amos’ LinkedIn Articles
    • The Daily Stoic by Ryan Holiday
    • The Prophet by Kahlil Gibran

    Guest Thought Leader

    Amos Wampler, Former Director, Executive Briefing Program at Gore

    Amos’s career has spanned classrooms, manufacturing floors, and analytical labs with a consistent track record of making meaningful contributions in each space. For the past several years, he led a high-visibility executive briefing program, overseeing thousands of interactions annually with customers, partners, board members, legislators, and media. His work operates in close partnership with senior leadership and spans strategy, operations, content, technology, facilities, and team development. It’s a role that demands sound judgment, discretion, and the ability to deliver high-stakes moments with consistency and impact at scale.
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    1 hr and 16 mins
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