In this episode we talk about improving the customer experience and reducing risk through operational excellence, so we brought on Michael Popa. Companies can often go wrong in their strategy when structuring their teams and compensation. So it comes down to aligning on the responsibilities of sales all the way down to what are the metrics each one’s accountable for and how are they compensated for that. Michael gives his method for looking over and assessing business processes responsible, acco...
Feb 23, 2023•21 min
Today we talk about the power of identification to build employee and customer connection, so we brought on Aaron Painter who is the CEO at Nametag. He explains what makes good customer experience and that comes down to how employees are treated and how they treat customers. Companies need to help employees feel and understand that their opinions matter, which will help create connection with the company and even create culture as these employees interact with the customer. Aaron’s background 1:...
Feb 16, 2023•23 min
In this episode we talk about building customer focused organizational processes with Ali Ghumman who is the Global VP of Customer Engagement and Innovation at SAP, a company that engineers solutions to fuel innovation, foster equality, and spread opportunity across borders and cultures. Companies have baggage of history, of technology, of positions, of growth, which can ultimately hold companies back when they’ve been around for a long time and are stuck in the old way of doing things. It can b...
Feb 09, 2023•18 min
Today we’re going to talk about transformation and how to really focus and align your business to this idea of experience. To do that, we brought on Cristin Thompson who is currently the Vice President of Sales Enablement and Customer Engagement at QSC. You always want to make sure you’ve captured what was said, what was written, or what was conveyed. Now, do we need the faster horse? Or do we need to build a car? That all comes back to what your strategy is for your company or organization. Whe...
Feb 02, 2023•20 min
In this episode we’re going to talk about how to relate to customers in a way that’s unique and in a way that’s scalable, so we have Owen Robinson on the show today, who is currently the Vice President of CX Strategy at Water Filled Tech. The key to a successful modern customer engagement strategy is not the old school, bullhorn corporate experience for a million people, but it’s about hand crafting a million experiences for one customer. It’s earning customer loyalty at the individual scale wit...
Dec 08, 2022•18 min
Today we’re gonna be talking about good customer experience and how that can improve your digital presence, and to do that we brought on Hannah McNaughton. She is an award winning founder and currently the CEO of Metric Marketing, a recognized thought leader in a lot of digital aspects and overall digital marketing. She has trained a lot of professionals from startups to fortune 500 in different marketing strategies and is currently a member of the Forbes Agency Panel. About Metric Marketing 1:1...
Dec 01, 2022•17 min
Today we have a fun talk track and we’re gonna be talking about personalization journey mapping with a little bit of a functional twist as we dive into healthcare and pharma, and to do that we brought on Chris Brogan who is currently a grower of healthcare and Chief Strategy Officer of Predictive Health. He does a lot in the CX space, so we hope you can tune in today and gain some great insights from this interview. Chris’s background 0:54 Personalization 3:38 Some tips in helping companies jump...
Nov 24, 2022•17 min
Today we’re going to talk about how to build a brand strategy that drives your customer experience and to do that we brought on Bettina Papirio-Faerber, who is the VP of Strategy and CX at One and All Agency. Bettina’s purpose at her agency is to support purpose driven brands in their missions, which goes from for profit to non-profit, and working with them and guiding them through connecting their mission and purpose with their customers. CX plays a huge role in that, knowing who you’re talking...
Nov 17, 2022•22 min
We have a special guest with us today, Rhonda Rothstein, who is currently the President of the North East region of the Society of Consumer Affairs Professionals. They do a lot of good work in our space, but more importantly Rhonda has been in the customer experience space for a long time focusing a lot on outsourcing. With about 15 years of business development and operations, I’m really excited to talk to her about some of her experience in thinking about outsourcing. What is outsourcing? 3:10...
Nov 03, 2022•21 min
Today we’re discussing something that is becoming even more important today, which is how to use data to transform your customer journey. We can’t stress this topic enough and we found an amazing guest to discuss it, Biren Fondekar, who is currently the VP of Customer Experience over and Digital Strategy at NetApp. The only way, especially in today’s digital world, to truly understand the customer and what they’re experiencing is to capture as much data as you can as the customer is working thei...
Oct 27, 2022•21 min
Today we’re talking about how one to one marketing is transforming companies. There’s so much interesting dialogue in the market about commerce and care. Marketing and CX, and how that’s all coming together. I came across somebody that has enormous experience in this space of personalization marketing customer experience, and his name is Chuck Moxley. He is currently the Chief Marketing Officer at Blue Triangle and an Advisory Board Member of the Customer Experience (CX) Program at University of...
Oct 20, 2022•18 min
Today we brought on a special guest, Matt Abrahams, who has quite the background. Currently he’s lecturing at Stanford University in the graduate school of business. In addition, he is a book author of a book called “Speaking Up Without Freaking Out: 50 Techniques for Confident and Compelling Presenting.” He also hosts a podcast called “Think Fast, Talk Smart,” and finally, he is a coach and a consultant, helping many people optimize and strategize around the best ways they can communicate. His ...
Oct 13, 2022•23 min
Today we have the Vice President of Customer Experience at Instapage, Elizabeth Birch. We discuss how you can help your company be more recession proof through customer experience and Elizabeth says you need to ruthlessly prioritize. This involves knowing your audience and prioritizing them without freaking out and being reactionary. Companies struggle to prioritize when they dilute portions of their company, such as their team and message. Be intentional by picking one or two things and putting...
Oct 06, 2022•21 min
Today we’re going to talk about keys for CX Transformation and we brought on a very special guest, Siri Osthed who is currently the VP of New Customer Experience at Weave. She talks about how to start thinking through the transformative approach to CX starting with your goals and understanding what you want to achieve. You want to create strategies of how you’re going to achieve your goals and maps, and then move on to the technology next. Where to start in thinking through this transformative a...
Sep 29, 2022•22 min
In this episode we brought on Isaac Major who is currently the VP of Customer Solutions at Quantanite. Outsourcing is very useful and an important step in expanding a business beyond certain bounds, but there can be many questions and misconceptions about it and how it works. Isaac says you gotta have someone to manage the relationship with your outsourcing partner/teams, and then from your partner’s side you want to have a business manager as well. About Quantanite 2:57 Some of the trends they’...
Sep 22, 2022•19 min
Today we’ve got a fun talk track and we’re gonna be talking about all things design, UX, CX, service design, and to do that we brought on a special guest, Saroni Kundu, who is currently the AVP of Service Design and CX Strategy at Equifax Workforce Solutions. Saroni explains how she is able to get the various teams working together in order to keep everything running smoothly and picking up the slack where certain reps may struggle, even if you have a new or small team that’s just starting out. ...
Sep 15, 2022•16 min
We have a great guest today named Jason Guidetti who joins us as the Managing Director at Blueprint. We discuss the concept of delivering superior customer experience through this enterprise focus and alignment. Everything in the enterprise plays a part in CX and your company’s strategy needs to take into account every aspect of the company to create the best course of action. When you’re really serious about doing CX and you’re really serious about digital, it requires an upfront investment, wh...
Aug 25, 2022•17 min
We have Saari Gardner joining us today, who is currently the Vice President of Advisory and Managed Services at Walker Information, a company that helps organizations leverage XM capabilities to deliver amazing experiences and achieve differentiation in the marketplace. We talk about navigating the idea of the Age of the Individual, which was a real fun, kind of pre-session that we’ve been going back and forth on. Her background and role and Walker 0:53 The Age of the Individual 3:24 Organizatio...
Aug 11, 2022•20 min
Today we’re going to talk about how exactly a CRM will power omnichannel customer support in the future. Companies that are really achieving success are building an omnichannel customer experience and they’re not doing it empty handed. They’re utilizing the most impactful technology solutions to steer their customer service in support with a CRM capability. I give some advice on what companies can do to make the transition to a more omnichannel support model. True Omnichannel support 1:03 What i...
Aug 04, 2022•15 min
Today I’m talking about 5 examples of proactive support you can follow and I wanted to talk through some of the things of modern support and how it has shifted in recent years. In order to keep customers happy and loyal, companies should think about proactive customer support in order to stay ahead of the needs of customers so that they don’t even have a chance to be dissatisfied. Reactive support deals with people who are already angry or dissatisfied, and it can often be hard to get them back ...
Jul 21, 2022•12 min
Today we’re talking about how consumers want to be contacted, which sounds like something we all know, but that’s not always the case. In this post-pandemic world, consumers have undergone this shift in mindset and expectations surrounding the customer experience. I think today’s consumer finds a huge benefit in a hybrid experience that combines this idea of a spark of human communication and the convenience of digital assistance. The hybrid model is the future of customer experience and meeting...
Jul 14, 2022•8 min
In this episode I talk about why chatbots are so important and how your business can gain from this useful service. The chatbot, or virtual agent, will fill in for those mundane tasks that often drain the life of customer reps, making everyone’s life so much better and free up agent time so that they can focus on the bigger issues customers are facing. Chatbots can get rid of all the filler time that is used for gaining general information that agents waste so much time on, making each customer ...
May 26, 2022•8 min
Today we’re talking about mapping to management and I always like talking about journey mapping, but this has a slightly different twist and to do this I’ve got on Jochem Van Der Veer, who is currently the co-founder and CEO of TheyDo. He has a lot of experience and understanding of the whole journey mapping process and the various dynamics and angles you have to look at and understand to create a useful and productive map for your business. His background and what he does at TheyDo 0:56 The con...
Apr 28, 2022•23 min
Something that we all want and could all use is the knowledge and ability to turn the customer into an ambassador of your brand. I’m taking here from a post that Grace Lau, Director of Growth at Dialpad did for Kustomer. It was such a great summary of this topic, that I wanted to give you a little bit of an overview of some of the takeaways I had on it. To see more about that post, you can check it out on the Kustomer blog: www.kustomer.com/blog The most trusted source of recommendations 1:30 Wh...
Apr 21, 2022•14 min
One of the biggest shifts over the last few years has been to live chat because of the digital first mindset. Live chat allows consumers to get their questions answered without having to phone in or Phone support is not going anywhere, but when you force them to switch platforms in order to get their questions answered, ultimately you give them a reason to abandon their purchase or even potentially generate a negative feeling. Only ¼ of surveyed customer service organizations are currently using...
Apr 14, 2022•16 min
Today we are talking about some research we did about the future of customer experience. We regularly go out and survey professionals and consumers to understand trends in the space, so we want to dive into our latest research report. We surveyed over 100 CX professionals, gathered research, and now will be sharing it with you to reveal some of the interesting findings we’ve gathered through these surveys. Will the role of customer service become more important to fuel business growth over the n...
Mar 24, 2022•18 min
Today we’ve got a great guest who’s got a book out there called Winning Digital Customers: The Antidote to Irrelevance, which has been highlighted in the Wall Street Journal’s best seller list and Forbes put it as one of its top business books in 2021. His name is Howard Tiersky and is the CEO of FROM, a digital transformation agency he created that helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers. “The goal of digital tra...
Mar 17, 2022•27 min
Even during the best of times businesses have to strive to be more efficient and there are always things to improve upon, customers to service, and proactive outreach to do. Sometimes I find when circumstances shift somewhat quickly and businesses are asked to do more with less, it really brings to light the importance of this idea of efficiency in overall customer service. Being efficient and effective isn’t always optional 1:13 Having a customer service efficacy strategy is essential 2:20 How ...
Mar 10, 2022•7 min
Support agents are often on the front lines for businesses. Dealing with frustrated customers while working through repetitive tasks can be daunting. Tasks pile up, which leaves agents with a backlog and in situations like this, the danger of burnout becomes pretty real. Research at Cornell said 87% of workers reported high, or very high levels of stress in call centers. Are employers doing enough to combat burnout? The top driver of burnout 1:28 Signs of burnout that managers should look for 3:...
Mar 03, 2022•12 min
Today we talk to Jay Hinman, the Vice President of Marketing at Lily AI, the customer intent platform built to power the present and future of e-commerce. We talk about how much search results need to be adjusted for what people are looking for to avoid the frustration that can come from getting way more search results than you need and hardly any apply to what you’re looking for. Companies are making the digital transformation in order to keep customers interested and satisfied with their inter...
Feb 24, 2022•19 min
