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The CX Live!

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! Economía Gestión Gestión y Liderazgo
Episodios
  • The CX Live! Episode 92: Manifestation: The Art of Defining Our Purpose and Our Future with Liat Scheffer Ben Yakov
    Dec 9 2025

    In our final episode of 2025, Liat Scheffer Ben Yakov, Founder of Masters Academy and the CEO of Masters Creation Group LTD, shares the key elements of her Masters of Creation Method including examining the 4 realms, addressing our life purpose, embracing our core values and setting daily intentions that allow us to live our life as the Masters that we are. The perfect guide for evaluating our current path while looking ahead to the New Year!

    Highlights

    • The body / mind connection - Masters of Creation Method for manifestation
    • Importance of duality - positive vs negative gives us choice
    • Evaluate our life, what is working, choose to continue to not
    • Manifestation - 4 realms:
      • Physical - habits, rewiring our nervous system
      • Emotional - from fear to happiness, influences changes we can make
      • Mental - beliefs, paradigms, what is possible
      • Spiritual - energy, the method starts here
    • Get started:
      • Life purpose: Who am I? Why am I here?
      • Core values: What is important to me?
      • Letting go: Trust yourself
    • Managing our day to day lives:
      • Know your purpose and what you bring to the room
      • Prioritize your core values, nurture yourself with daily anchors (i.e. morning coffee, breathing, meditation, afternoon break, gym, etc.)
      • Set your intention:
        • For connection but know it has “nothing to do with me”
        • What you want others you interact with to feel
    • Embracing AI
      • Shifting to the next era of being paid for our energy / vibration
      • Will not take over, will allow us to decide what we do to be fulfilled
    • ‘Live your life as the Master that you are’

    Guest Thought Leader

    Liat Scheffer Ben Yakov, Founder of Masters Academy and, CEO of Masters Creation Group LTD.

    Liat holds an MBA and a BA in Economics, alongside advanced studies in holistic psychotherapy, and brings more than 20 years of experience consulting with CEOs, senior executives, and entrepreneurs around the world - including leaders in Silicon Valley. She’s a best-selling author, an international speaker, and the host of a long-running podcast now in its fifth year. Throughout her career, Liat has helped thousands of people break through limitations, achieve their goals, and create the life they truly want.

    She is also the creator of the Masters of Creation Method, a 12-step framework for conscious reality creation which has grown into a global movement. What began as Masters Academy is now expanding into a larger, bolder, international group with a clear mission: to empower millions with the knowledge, tools, and practical pathways to become the leaders and masters of their own lives. Liat’s work is dedicated to deep personal transformation, global impact, and elevating human potential.

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    1 h y 14 m
  • The CX Live! Episode 91: Transforming Sales Teams from Passive Participants to Champions of Your Program with Michael Herren
    Nov 12 2025

    In this episode, Michael Herren, Director, Global Customer Engagement Program at Illumina, shares strategies to deepen partnerships with sales teams and create strong evangelists. He advises to understand sales structures, motivations and pain points, then prioritize the desired outcomes of the partnership. Whether it’s the guidance you provide, tools you offer or ‘rules-of-engagement’ you define, make working with your team as frictionless as possible. Sales engagement must be earned!

    Highlights

    • Embrace Challenges to Achieve Measurable Successes
    • Define Clear Sales Engagement Outcomes
    • Understand Sales Structure, Motivations and Pain Points
    • 7 Key Sales Engagement Strategies
    • Share Key Tools and Collateral
    • Develop an Effective Communication Plan
    • Define Clear Rules of Engagement

    Resources

    • 7 Engagement Strategies & Rules of Engagement
    • “The Power of Moments” by Chip & Dan Heath
    • “The Art of Gathering” by Priya Parker
    • A Bit of Optimism - Simon Sinek
    • A Good Hang - Amy Poehler

    Guest Thought Leader

    Michael Herren, Director, Global Customer Engagement Program, Illumina

    Michael leads a world-class team dedicated to delivering strategic, story-driven experiences that strengthen partnerships and drive business growth. With over 18 years of experience in the biotechnology, life science, and diagnostics industries, Michael brings a unique combination of technical expertise, operational excellence, and customer engagement strategy to his leadership role.

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    1 h y 10 m
  • The CX Live! Episode 90: The Lazy Genius Approach to Business Intelligence with Emre Ozbek
    Oct 28 2025

    In our latest episode, Emre Ozbek, Executive Managing Director at BICEP Solutions, shares how customer-facing programs can build repeatable, intelligent systems that free up their best talent to focus on what truly matters: creativity, strategy, and connection. He digs deeper into his ‘touch it once philosophy’ and the ‘lazy approach’, a principle of profound efficiency rooted in automation. Emre advises teams to avoid ‘managing what you measure’, and instead ask ‘why’ to ‘eliminate’ unnecessary metrics and ‘illuminate’ your data. He also suggests how to change our mindset related to AI including the practical step of selecting one small process, then ask ‘why’, and either eliminate or automate. An important takeaway for listeners is the realization that the process of leveraging business intelligence is more accessible than we may have imagined.

    Highlights

    • The ‘touch it once philosophy' and the ‘lazy approach’
      • A long term strategy, take time to ‘sharpen the saw’
    • Auditors review past data, strategists use the data to look to the future
    • ‘Garbage In, Garbage Out’ - understand the data before you automate
      • Leading vs lagging indicators
    • Avoid ‘Manage What You Measure’ - ‘vanity vs actionable’ metrics
    • Ask ‘WHY’ and ‘ELIMINATE’ unnecessary metrics
    • Utilize data across customer facing programs: Executive Sponsorship, briefings, meetings at events, CABs, etc.
    • Build in processes to keep systems up to date and reliable (i.e. integrate HR employee database into scheduling and CRM tools)
    • Automate to spend time for relationship building, critical thinking and creativity
    • AI: how to shift from a ‘Fear mindset' to a ‘Partner mindset'
    • Start small, start now - strive for clarity over quantity

    Resources

    • Book: Measure What Matters by John Doerr
    • TED Talk: The Beauty of Data Visualization by David McCandless
    • HBR Article: Ensure High-Quality Data Powers Your AI by Thomas C. Redman

    Guest Thought Leader

    Emre Ozbek, Executive Managing Director, BICEP Solutions

    Emre is a business and data strategist with a simple but powerful philosophy: if you have to do something more than once, it should be automated. He calls it his "lazy" approach, but it's a principle of profound efficiency that has guided his 30-year, multi-national career helping some of the world's top companies solve their most complex operational challenges.

    His journey has taken him through enterprise architecture, business consulting, and innovation leadership across a range of industries. This unique cross-sectional view revealed a universal truth: most businesses are stuck solving the same problems over and over, wasting valuable time and frustrating both employees and customers.

    Today, Emre channels this passion through his new company, BICEP Solutions, providing Business Intelligence for Customer Engagement Programs. He now helps program leaders apply the lessons learned from running a world-class customer engagement program, complete with briefing centers, innovation labs, and executive sponsorship, to their own organizations.

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    1 h y 12 m
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