Speaking From Experience by Cortico-X
Speaking From Experience by Cortico-X
Podcast Description
Speaking From Experience is a bi-weekly podcast from Cortico-X, an experience-led transformation firm helping companies unlock growth by aligning strategy, technology, and human-centered design. Host Len Devanna talks with leaders who have built, led, and learned from real-world experiences. No fluff, just honest conversations about what works. Follow the show and learn more at http://cortico-x.com.
Podcast Insights
Content Themes
The podcast addresses themes of leadership, digital transformation, customer experience, and innovation. Episodes cover a range of topics including the integration of AI in business processes, the importance of empathy in customer interactions, and strategies for sustaining growth. For example, discussions may explore the pitfalls of hasty tech implementation or the advantages of human-centered design in various industries.
Speaking From Experience is a bi-weekly podcast from Cortico-X, an experience-led transformation firm helping companies unlock growth by aligning strategy, technology, and human-centered design. Host Len Devanna talks with leaders who have built, led, and learned from real-world experiences. No fluff, just honest conversations about what works. Follow the show and learn more at http://cortico-x.com.
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
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00:00 Introduction to Customer Experience Leadership
02:53 Todd Unger's Journey to CXO
05:40 Defining Customer Experience
08:54 The Integration of Marketing, Product, Commerce, and Service
11:48 Breaking Down Silos for Growth
14:59 The Tornado Funnel: Speed in Customer Experience
17:38 Measuring Customer Friction and Experience
20:30 The Role of Customer Experience at AMA
23:51 Building a Customer-Centric Culture
26:44 The Evolution of the AMA's CX Team
29:37 Modernizing CX in a Legacy Institution
32:49 Empathy in Customer Experience
35:43 Final Insights and Fast Five
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