Be Customer Led

How to become maniacal about your employees and customers.

Author: Marbue Brown

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com
Be a guest on this podcast

Language: en

Genres: Business, Management, Marketing

Contact email: Get it

Feed URL: Get it

iTunes ID: Get it

Get all podcast data

Listen Now...

Anna Falcon on Why CX Transformation is More Than AI Technology Deployment
Episode 111
Wednesday, 16 September, 2026

What if the biggest CX problems aren't really about technology at all?In this conversation, Anna Falcon, VP, CX Transformation Practice Leader at MCA Connect, shares her view on what it takes to create better customer experiences.Anna explains why true transformation needs more than a new CRM or AI tool, and requires the right mix of people, processes, technology, and a clear customer vision. She also shares a powerful example of a company that cut its sales cycle from 60 days to just one week through a lead-to-cash transformation. The conversation explores how businesses can measure CX success, why employee engagement matters, and where AI can make the biggest difference."AI and technology should help enable and empower everything around the human and remove the friction and the mental load and the activity and things that make it harder to be a good human, but it shouldn’t replace the human. It should enable, empower, support and enable humans to connect better." - Anna Falcon[01:03] Anna's Professional Background[06:51] Defining CX Transformation[08:01] Case Study: Lead to Cash Transformation[14:21] Measuring Success in CX Transformations[16:43] The Role of AI in CRM Ecosystems[20:14] Practical AI Use Cases for Business[30:29] What's Next for CX?[33:18] Contact InformationConnect with Anna:LinkedIn: linkedin.com/in/annafalcon/Website: mcaconnect.com/