Bill Staikos

Bill Staikos Bill Staikos is an influencer

Ranked #15 CX Leader, globally (CX Magazine). LinkedIn Top Voice. I help companies drive revenue, reduce costs, and improve culture.

Washington DC-Baltimore Area
21K followers 500+ connections

About

I leverage over 20 years of expertise in CX & EX to develop CX strategy and execution plans to achieve real business outcomes, deliver a change management platform to make these outcomes sustainable, and activate leadership participation.

I have delivered results for every type of organization, from a single-founder business or a global enterprise. I have also worked across verticals such as technology, retail, healthcare, hospitality, and financial services.

I am also the founder and host of Be Customer Led, an award-winning podcast that explores the latest trends and best practices in CX, EX, and customer-led leadership and culture. The show has listeners in 115 countries. Subscribe and listen, as there is a ton of learning. The show is on YouTube and anywhere you access podcasts.

I am also the creator of 'Prediction Pridays', a weekly newsletter that predicts the experiences we will have in the 2030's and 2040's. You can subscribe here: https://predictionpridays.beehiiv.com/subscribe

Finally, I am writing two books. The first book is on how to operationalize CX & EX in your organization. The second book is on the future of experience and how advanced capabilities like AI will shape how we engage with brands every day; both will be published in 2025!

FYI: All opinions are my own.

Services

Articles by Bill

  • Not Just Faster, But Smarter

    Not Just Faster, But Smarter

    Do you know what the The Red Queen Effect is and its impact on how we work in the most optimal way? I was reading…

    13 Comments
  • Dominoes, Physics & Executing Small

    Dominoes, Physics & Executing Small

    What do Customer Experience and Physics have in common? I know what you’re thinking already: “Delete!” – but stick with…

    9 Comments
  • Agile w/o CX? Epic Fail.

    Agile w/o CX? Epic Fail.

    There are a number of success stories, and horror stories, with #Agile implementations, many including significant…

    13 Comments
  • Client-centric vs. Obsessed

    Client-centric vs. Obsessed

    On Friday, I wrote about stages of customer experience maturity and outlined what it means to be customer-focused (Are…

    6 Comments
  • CX Maturity Models: Pyramids?

    CX Maturity Models: Pyramids?

    I've seen a lot of articles lately describing "The 5 Stages of Customer Experience Maturity.” The stages vary -…

Contributions

Activity

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Experience

  • BNY Graphic

    Head of Client Experience Strategy & Intelligence, Asset Servicing

    BNY

    - Present 8 months

    United States

  • Be Customer Led Graphic

    Founder

    Be Customer Led

    - Present 4 years 7 months

    Washington DC-Baltimore Area

    Host of Be Customer Led, an award-winning, weekly podcast with listeners in over 100 countries that explores customer experience, employee experience, and how companies are developing leaders and cultures that are maniacal about the customer (internal and external).

    The show won Best Business Podcast in 2021 at the Quill Podcast Awards, rated a Top 5 CX Podcast, globally, by CX Magazine, and is Top 150 on Apple Podcasts.

    I also provide coaching services under this banner. I work…

    Host of Be Customer Led, an award-winning, weekly podcast with listeners in over 100 countries that explores customer experience, employee experience, and how companies are developing leaders and cultures that are maniacal about the customer (internal and external).

    The show won Best Business Podcast in 2021 at the Quill Podcast Awards, rated a Top 5 CX Podcast, globally, by CX Magazine, and is Top 150 on Apple Podcasts.

    I also provide coaching services under this banner. I work with CX & EX leaders, globally, to help accerate their careers and CX/EX efforts.

    Check it out here - https://linktr.ee/becustomerled

  • Glia Graphic

    Advisor

    Glia

    - 2 years 1 month

    New York, New York, United States

    Strategic Advisor for Glia who is reinventing customer service for a digital world.

  • Medallia Graphic

    Senior Vice President, Executive Advisor

    Medallia

    - 3 years

    Remote

    Bringing a +20-year career focused on Customer & Employee Experience to 10 of Medallia's most important clients, helping them achieve their goals through a unique combination of customer success, advisory, and thought leadership.

  • Startup Mentor

    76 Forward

    - 1 year 8 months

    Washington DC-Baltimore Area

    76 Forward is focused on helping high-growth startups in the industries most challenging to drive innovation and scale —education, energy and sustainability, health, transportation and cities. As a mentor, I help high-growth startups solve problems through the lens of the customer.

  • Freddie Mac Graphic

    Head Of Customer Experience

    Freddie Mac

    - 2 years 1 month

    Mc Lean, VA, United States

    Led Insights & Analytics, Design, Client Solutions, and CX Strategy & Ops for Freddie Mac's +$2 Trillion Single Family portfolio. In just two years, we stood up a CX practice, implemented Medallia, worked with the business to increase customer satisfaction by 10 points, and achieved "Level 3" maturity on Gartner's Maturity Assessment, meaning we were in the Top 15% of all B2B companies and Top 30% of all B2C companies from a customer experience perspective.

  • JPMorgan Chase & Co.

    JPMorgan Chase & Co.

    6 years 5 months

    • JPMorgan Chase & Co. Graphic

      Head of Customer Experience Analytics & Strategy, Home Lending

      JPMorgan Chase & Co.

      - 2 years 9 months

      Greater New York City Area

      Led a team of 20 Customer Experience (CX) professionals helping the business understand drivers behind our Originations and Servicing CX metrics, so the business can drive CX improvements.

    • JPMorgan Chase & Co. Graphic

      Client Experience, Commercial Bank

      JPMorgan Chase & Co.

      - 1 year 9 months

      Greater New York City Area

      Led Client Experience (CX) initiatives for JPMorgan Chase & Co's Commercial Bank, including: CX scorecard that included the operational drivers - leading and lagging indicators - of the client experience, including an overall CX-performance score; re-designed the client transfer process; and created a differentiated value proposition for top clients (to name a few).

    • JPMorgan Chase & Co. Graphic

      Client Experience, Corporate & Investment Bank

      JPMorgan Chase & Co.

      - 2 years 1 month

      Greater New York City Area

  • Credit Suisse

    Credit Suisse

    5 years 10 months

    • Credit Suisse Graphic

      Head of Client Insight Management International

      Credit Suisse

      - 2 years 2 months

      Zurich, Switzerland

      Led team of senior specialists in defining and designing quantitative/qualitative target client insight programs for 21 markets; partner with regional stakeholders to define market-level action plans.

    • Credit Suisse Graphic

      Head of Client Experience & VoC

      Credit Suisse

      - 1 year 4 months

      Zurich, Switzerland

      Led team of Client Experience Specialists in defining and designing a premium client experience across multiple touch points, including: web, materials, physical space, and service-line delivery based on in-person research with target clients, advisors and management. Focused on Private Banking and Retail Banking businesses.

    • Credit Suisse Graphic

      Head of Voice of the Client - Global

      Credit Suisse

      - 2 years 4 months

      Greater New York City Area

      Led VoC Manager team to drive a more holistic client view across the Credit Suisse franchise. Team facilitated delivery of client experience, quantitative & qualitative market research, and marketing analytics expertise to the Private Bank.

    • Credit Suisse Graphic

      Head of Voice of the Client - Americas

      Credit Suisse

      - 4 months

      Greater New York City Area

      Drive a more holistic client view across the Credit Suisse franchise in the Americas. Facilitated delivery of client experience, quantitative & qualitative market research, and marketing analytics expertise to the Private Bank.

  • American Express Graphic

    Senior Manager

    American Express

    - 1 year 1 month

    Greater New York City Area

    Within Global Mid-Market Product & Channel Strategy, responsible for the Marketing Capabilities initiative. Delivered advanced reporting, client segmentation/profiling, and marketing campaigns, globally. Engaged senior leadership and regional teams to understand critical business needs and translated requirements into product, client and channel recommendations.

  • Greenwich Associates Graphic

    Associate

    Greenwich Associates

    - 3 years 8 months

    Greenwich, Connecticut

    Manage customized marketing research and strategy programs for both buyers and sellers of financial services. Focus on brand positioning, new market/segment development, voice-of-the customer research, customer experience, and competitive intelligence.

  • AMI-Partners Graphic

    Senior Consultant

    AMI-Partners

    - 2 years 4 months

    Greater New York City Area

    Developed customized marketing research and strategies aligned with client organization’s tactical objectives; defined go-to-market strategies.

  • JPMorgan Graphic

    Associate

    JPMorgan

    - 2 years 8 months

    Greater New York City Area

    Followed qualitative and quantitative aspects of industries and credits to make relative value recommendations to fixed-income traders.

Education

Licenses & Certifications

Volunteer Experience

  • Westwood Country Club Graphic

    Board of Governors

    Westwood Country Club

    - Present 2 years 2 months

  • Princeton Nursery School Graphic

    Vice President, Board Of Trustees

    Princeton Nursery School

    - 4 years 1 month

    Education

    Princeton Nursery School was founded in 1929 and is an educational preschool and child care facility for families in need.

    www.princetonnurseryschool.org

Skills

Honors & Awards

  • American Express Diamond Award

    American Express

    Runner up in Commercial Card Innovation Competition. Developed a social media solution that focused on emailing all America Express Corporate Cardholders of a given company in a city where there was a specific natural disaster. So if you were in a city where there was an unfortunate occurrence, you could see who else from your company was in that city at the time so you can contact them and help each other. This would be a free, opt-in service for existing card members. Solution could also…

    Runner up in Commercial Card Innovation Competition. Developed a social media solution that focused on emailing all America Express Corporate Cardholders of a given company in a city where there was a specific natural disaster. So if you were in a city where there was an unfortunate occurrence, you could see who else from your company was in that city at the time so you can contact them and help each other. This would be a free, opt-in service for existing card members. Solution could also be used to engage employees of a company to meet up for dinner, etc.

Languages

  • Greek

    -

Organizations

  • Princeton Nursery School

    Member, Board of Trustees

    - Present
  • Collaborative Gain - Client Experience Council

    -

    - Present

    cgcouncils.com

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