In this episode of CX Coffee Chat, host Dan Marini speaks with Brett Chereskin, COO of Dub, about his journey from military service to the tech industry, the innovative features of Dub's copy trading platform, and the challenges and strategies involved in scaling a startup. Brett shares insights on customer experience, the importance of community in fintech, and how Dub aims to democratize investing for everyday Americans.
Jul 10, 2025•30 min•Season 1Ep. 12
In this episode of CX Coffee Chat, host Matthew Kettell speaks with Craig Jackson, Director of Customer Success at Pleo. Craig shares his journey in customer success, the evolution of the role, and the importance of team culture. He discusses how Pleo has grown and adapted, the significance of team-building events, and the strategic approach to customer success. Craig also highlights the role of AI in enhancing customer interactions while maintaining a human touch. The conversation concludes wit...
Jun 25, 2025•30 min•Season 1Ep. 11
In this episode of the CX Coffee Chat, Matthew Kettell speaks with James Doyle, Director of Operations at Octopus Energy (Octopus Energy Deutschland) about the company's remarkable growth and its commitment to customer-centricity. James shares insights into how Octopus Energy has embedded a customer-first culture throughout the organization, the role of technology and AI in enhancing customer experience, and the challenges and innovations facing the energy sector. He emphasizes the importance of...
Apr 02, 2025•38 min
In this episode of CX Coffee Chat, host Giovana Dragone speaks with Sara Pettinari, BPO Strategic Lead at Refurbed, about the company's mission to make refurbished products the new normal. They discuss the crucial role of outsourcing in Refurbed's growth strategy, address common misconceptions about outsourcing, and explore the impact of AI on customer service. Sara shares her challenges and achievements in managing BPO partnerships, offers advice for startups considering outsourcing, and emphas...
Mar 18, 2025•22 min•Season 1Ep. 9
In this episode of the CX Coffee Chat, host Daniel Guardans speaks with Federico Floridi, Head of Inside Sales at Impress. They discuss Federico's career journey, the dynamics of working in a startup environment, and the importance of flexibility and adaptability in sales roles. The conversation delves into maintaining sales quality across different regions, the balance between sales and post-sales teams, and the significance of empathy in sales, especially in the healthcare sector. They also ex...
Jan 27, 2025•34 min•Season 1Ep. 8
In this episode, we sit down with Rafael Lichtenecker, Director of Operations, Customer Experience, and Risk and Fraud at Nomad. He discusses his journey and responsibilities at the company. He shares key initiatives that have impacted Nomad, strategies for operational efficiency and exceptional customer experience, proactive measures to mitigate risk and prevent fraud, fostering a customer-centric culture, and the tools and technologies that have improved operations and CX strategies. He also t...
Oct 01, 2024•16 min•Season 1Ep. 7
In this episode of CX Coffee Chat, join us as Daniel, EMEA Business Director at The Nest by Concentrix, sits down with Vidya Murali, the innovative Scale-Up Strategy Expert. Vidya, who has led strategic initiatives at industry giants like Amazon and Deliveroo and is now making waves at Skyscanner, shares her expertise on the intricacies of scaling businesses. Dive into a conversation about turning high-level strategies into actionable plans, harnessing cutting-edge technology, and the essential ...
Sep 04, 2024•33 min•Season 1Ep. 6
In this episode of the CX Coffee Chat, we sit down with Jonas Hager, Head of Sales and Customer Success at Carvolution. Jonas shares his journey from studying business administration and working in UX design consultancy to leading sales and customer success at Carvolution, a Swiss startup offering car subscriptions. Jonas discusses the shift from theoretical consultancy work to hands-on product management, emphasizing the importance of customer experience in a competitive market. He highlights C...
Aug 01, 2024•20 min•Season 1Ep. 5
In this episode of the CX Coffee Chat, Tim, Global Business Director at Concentrix, sits down with Engy Kamal, newly appointed Director of Operations at WorkMotion. Engy shares her journey from being the Head of Customer Experience to her current role, highlighting the transformative impact of remote work on her career and WorkMotion’s innovative solutions. WorkMotion, a Berlin-based startup, enables companies to hire and onboard employees remotely across the globe. Engy delves into the company’...
Jun 17, 2024•30 min•Season 1Ep. 4
In this episode of CX Coffee Chat, Tim Kirchner interviews Nouran Smogluk, Director of User and Partner Success at Komoot, a navigation and route planning app. They discuss topics such as user retention, brand loyalty, innovation, and the future of customer support. Nouran shares insights on how Komoot focuses on creating an amazing product to keep users engaged and coming back. They also discuss the integration of AI in customer support and the importance of culture and vision in building a suc...
May 15, 2024•22 min•Season 1Ep. 3
In this episode, we highlight Linnar Schwarz, COO of Candis, a Berlin-based company specializing in financial process automation. Linnar discusses his evolution from early employee to COO and explores Candis's growth strategy. He underscores the pivotal role of the COO in driving revenue growth and outlines how a customer advisory board shapes product development. We also delve into Candis's strategic decision to remove incentive schemes and Linnar's personal challenges overseeing rapid expansio...
Apr 11, 2024•26 min•Season 1Ep. 2
In this episode, we explore MAZA's customer experience strategy, focusing on the importance of cultural relevance in conjunction with technological advancements and trust-building initiatives. Laura Morales, MAZA's Senior Member Experience Manager, shares insights into the company's approach to CX, emphasizing the significance of understanding and meeting the unique needs of the Latino community in the United States. From leveraging AI tools to empowering customer support agents as brand advocat...
Mar 25, 2024•36 min0
