AI, Not KPI: The New Customer Experience Game with Bill Staikos
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About this episode
Bill Staikos discusses his recent journey, including launching a consulting practice and a newsletter called 'AI, not KPI.' He explains how the newsletter aims to help CX professionals shift from focusing solely on metrics like NPS to building AI-forward organizations. Bill shares how each issue builds on the last, offering both free and paid content, including templates and models to support execution. The conversation explores how companies still rely too heavily on traditional surveys and metrics, despite the abundance of customer data from many channels. Bill argues that AI can help organizations act on this data more effectively, moving beyond measurement to change management. He stresses the importance of integrating data, breaking down silos, and using technology to make better, faster decisions. Bill and Gregorio discuss the evolving skills required for CX leaders. The role is shifting from survey and dashboard expertise to change management, technology understanding, and human-centered design. Bill introduces the idea of the 'CX engineer' and emphasizes the need for CX to be embedded in company operating models. He shares examples of companies using customer signals smartly and offers practical advice for future-proofing CX strategies.
About Bill Staikos
Founder & Managing Partner at Be Customer Led. Bill Staikos is a senior customer experience executive with over 20 years of leadership across financial services, consulting, and technology. He has held senior roles at American Express, Freddie Mac, JP Morgan, and BNY Mellon, where he led global initiatives to transform client and employee experiences. A former SVP at Medallia, Bill helped organizations turn insights into measurable outcomes. Recognized as a LinkedIn Top Voice and one of the Top 50 Global CX Influencers, Bill is also the founder of the Be Customer-Led podcast and is now preparing to launch The Multimodal Experience. Known for his pragmatic, impact-driven approach, Bill advises leading brands, including Apple, Bank of America, Marriott, and T-Mobile, on connecting customer experience to business growth.
Links:
https://www.linkedin.com/in/billstaikos/
Bill's Newsletter: https://ainotkpi.substack.com/. highly reccomended.
Key Highlights:
- AI transforms CX action: AI helps companies act on diverse data, not just measure it.
- CX leaders need new skills: Modern CX leaders must drive change and understand technology.
- Integrate CX into operations: Customer experience should be part of the company's core model.
Chapters:
0:00 - Intro
0:35 - Bill Stakos' Consulting Journey
1:59 - AI, Not KPI: A Newsletter Introduction
3:34 - Rethinking Customer-Centric Operating Models
4:41 - The Hard Truths of Customer Experience
7:59 - Leveraging AI for Acti
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