Today we have special guest Aarde Cosseboom, Senior Director of Technology and Product for Global Member Services for an E-Commerce company called Textile, and Vikas Bhambri, SVP, Sales and CX at Kustomer, 20 year CRM Contact Center Lifer. We discuss how AI and self-service bots can be utilized to solve issues in customer service. Bots are evolving and they need to be able to move from one platform to another, such as from your website to email, whatsapp, facebook, etc. The new term for this typ...
Aug 20, 2020•22 min
The COVID-19 pandemic is fast-tracking the digital transformation and has changed the way customers interact with businesses, forever. Today, we welcome Andrea Paul, Director of Research at Kustomer, and Vikas Bhambri, SVP sales and CX at Kustomer with more than 20 years in the CRM Contact Center world, to discuss the effects of these challenging times for customer service organizations. Andrea and her team went out and surveyed CX professionals across a variety of industries to understand how t...
Aug 13, 2020•30 min
How are organizations keeping up with the spikes in demand while maintaining high levels of customer support? Today’s guests are all about allowing leaders to focus on their business and giving them the ability to hire state-of-the-art sales and customer success support teams, on-demand 24/7. CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jerkins, help other businesses scale and grow through their outsourced sales organization. The biggest question in scaling customer support always comes ...
Aug 06, 2020•18 min
Today’s guest has been in sales and tech for more than 20 years and started her own business, Inside Sales by Design, 5 years ago to help organizations build and scale their inside sales infrastructure. Dionne Mischler turns cost centers into revenue centers through The Art of the Conversation. Her insights on ‘What can we give’ vs ‘What can we get’ are at the root of building a team of conversationalists that listens and understands the needs of the customer. Listen to the full episode to learn...
Jul 30, 2020•35 min
Today, we talk with Sergio Frias, the president and CEO of The Federation of Canadian-Brazilian Businesses and Chief Customer Experience Officer at The Chartered Institute of Marketing Management of Ontario. We begin our conversation with Sergio sharing his career path, he highlights how he developed his passion for customer experience, no matter where he worked. He shares how he developed a unique customer experience program, NICE (Nurturing Insights about Customers Expectations), and we talk a...
Jul 23, 2020•22 min
In this episode of Customer Service Secrets, we talk with Steve Richards, co-founder of ExecVision. Throughout his career, Steve has been committed to helping companies understand the data behind customer service calls and developing strategies for a continuous improvement around the actual interaction that is happening with the customer. Listen to the full podcast for his valuable insights on the steps to an effective customer service call and how to make sure your agents have the resources the...
Jul 16, 2020•21 min
In this episode of Customer Service Secrets, we get a chance to talk with James Dodkins, known as the Rockstar Customer Experience Expert. Before becoming a specialist in customer experience, James toured the world performing in a rock and roll band. He now takes what he learned from that and applies it to customer experience. We talk about this and how we can frame our customer experience similarly. We also talk about how to structure our team in a way that rewards direct value to customers. We...
Jul 09, 2020•26 min
In this episode of Customer Service Secrets, Al Hopper, principal consultant at Nagurra Networks, joins Gabe Larsen to talk about how businesses can benefit from working on a tiered customer service model. In this thorough conversation about how it works, you’ll also learn why your organization should practice having different levels of service based on different groups of customers, how to apply it, and which types of businesses should have a tiered customer experience. More About Al 0:43 Tier ...
Jul 02, 2020•21 min
In this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc. She is an expert in this area and has a wealth of experience in applying it. Oftentimes people don’t know where to start journey mapping or they think they are doing it when in reality they aren’t at all. Annette talks through the steps she typically goes through, what journey mapping really is, how to do it effectively and how to use it. Sometime...
Jun 25, 2020•23 min
In this episode of Customer Service Secrets Podcast, we are going to be talking about journey mapping. To help us out with that we brought on Bob Thompson, the founder and CEO of Customer Think and author of the book Hooked on Customers. His career and company are built on the idea of customer centricity and he’ll be explaining what customer mapping is, why companies should do it, and how to create an effective, uninterrupted flow from beginning to end. About Bob and Customer Think 1:10 Journey ...
Jun 18, 2020•21 min
Kustomer announced it has acquired Reply.ai, a customer service automation platform that helps companies scale intelligent customer service without compromising experience. Our guest today, Omar Pera, CEO of Reply AI, is sharing how companies are winning by propelling an effortless customer experience using AI and automation. We all know that customer experience is becoming more important than ever before. Businesses who prioritize customer experience are the ones succeeding. But how can compani...
Jun 11, 2020•26 min
It's getting increasingly difficult for businesses to get feedback from customers in this fully remote world. We sat down with Hilary Curran from Guru, a customer service knowledge management company, to dive deeper into the techniques and practices they are taking to stay connected and elevate the customer voice during this remote reality. Join us in this episode to discover insights about how to boost your customer experience and make the process easier. Amplifying the Customer’s Voice 1:58 Co...
Jun 04, 2020•21 min
In this episode of Customer Service Secrets, we talk with Blake Morgan, a customer experience expert, keynote speaker, and author of the Customer of the Future. Blake shares how customers and companies are changing and need to change in order to survive. She also speaks on why today and moving forward customer experience needs a greater focus. We also discuss her recent book. More about Blake 0:57 The Customer of the Future 2:59 The Company of the Future 4:36 Why Does CX Matter to Companies toda...
May 28, 2020•20 min
In this episode of Customer Service Secrets, we talk with Shep Hyken, a customer service/experience expert, keynote speaker, and Time’s best selling author. He talks to us about his concept of the Cult of the Customer. He talks about treating customers so well that they become fanatic evangelists who preach your good name. We talk about how to achieve this level of customer satisfaction, one of the best ways is consistency. Join as we dive deeper into this topic and learn how to apply it. Why th...
May 21, 2020•25 min
In this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne expresses her thoughts in a way that can help any company, no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners. Would you do that to your Mother? 2:14 How to start Enabling Employees ...
May 07, 2020•21 min
In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it all and Punk CX is all about getting back to the simple needs. Join us as we dive into this idea of simplifying and and teaching our customers how to help themselves. Timestamps Introduction to Adrian Swinscoe 1:15 How Punk CX came about 3:04 How to S...
Apr 30, 2020•18 min
In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a podcast called The Voices of Customer Experience. Mary has a wealth of knowledge on customer experience, exploring what the term "customer experience" should mean, and what we're missing within our current definition. Tune in to learn how social proof and brand identification fit into customer experience and learn five key factors that influence pur...
Apr 23, 2020•26 min
In this episode, we get to talk with Vikas Bhambri, the SVP of sales and customer experience at Kustomer. Vikas and I talk about a current buzzword in the customer experience world and that is bots. We often hear people talking about adding bots but what makes a good bot vs. a bad one? What will really help the customers in the long run? Vikas talks about what makes an Intelligent bots and how to make bots meet customer needs rather than one that treats all issues the same. Vikas also talks abou...
Apr 16, 2020•26 min
Today on Kustomer we talk with John DiJulius, the president of the Dijulius Group, a customer service consulting firm. John and I talk about the current state of business and how to overcome trials in business such as the shutdown caused by COVID19. Rather than looking at this time as complete loss, John talks about using this time to get things done that your business really needs. We also talk about what our relationship with our clients, employees and leadership should look like during these ...
Apr 09, 2020•21 min
In this episode, Gabe chats with Peter Fader, Professor of Marketing at The Wharton School of the University of Pennsylvania and author of Customer Centricity. Peter challenges the idea that every customer is the right customer. He says instead that we need to change how we treat customers depending on how long they will continue to be a customer, how many purchases they will make, and how much a business will earn from those transactions. He talks about how this shift in perspective will affect...
Apr 07, 2020•23 min
In this episode of Customer Service Secrets, we talk about the top 23 customer service trends of 2020. We discuss what customer service has looked like historically, what it most likely will look like in the future, and how to start preparing for that. Take back actionable insights that are relevant to your business, and take your customer service to the next level. Intro 0:19 Power of Prioritization 1:50 Omni Channel 2:38 Bigger Customer Service Budgets 6:06 Deflection 9:43 Convenience 13:38 ht...
Apr 02, 2020•16 min
On this episode of Kustomer, we have the opportunity to talk with Dr. Merilee Larsen, the assistant professor of Public Health at Utah Valley University. We talk with Merilee about some of the basics of COVID-19, how it is most easily spread, where we need to be most careful, and how to prevent it from spreading. We also speak much about preparedness. This time can feel very frantic. People are buying large amounts of different items (ie toilet paper, hand sanitizer…) and we talk about what is m...
Mar 31, 2020•19 min
In this episode of Customer Service Secrets, we talk with the CEO of Kustomer, Brad Birnbaum, about the growth and development of Kustomer and the Kustomer platform. We discuss how customer experience has changed over the years, what has influenced this transformation, and how we need to react to stay ahead of the curve. Brad also talks about what the future holds for Kustomer. Join us as for valuable tips and insights for customer experience professionals. Introduction to Brad and Kustomer 0:34...
Mar 26, 2020•17 min
A Stanford University study found that productivity actually increases among remote workers. They claim that it was close to an extra day per person per week while workers were at home. Especially with recent events, including COVID-19, more companies are being forced to have more remote workers. This brings new challenges and possibilities for productivity, but how do we effectively manage a remote team during this time? In this episode, we will be going over 20 ideas for how to effectively man...
Mar 19, 2020•15 min
In this episode of Customer Service Secrets, we talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience. Matt is known for his statements on how we shouldn’t try and delight our customers. He explains this further and how we need to redirect our focus to reducing effort for our customers and make it easier for them. So rather than focus on putting out fires, prevent the fires altogether. He also gives direct advice on how to apply this, false myths of ...
Mar 12, 2020•36 min
In this episode, Gabe chats with Dan Gingiss, who has held marketing and customer service roles at Fortune 300 companies including McDonald’s, Discover, and Cubana. Dan discusses why these two functions — marketing and customer experience — will become more intertwined within successful businesses. By reevaluating company organization and customer communication methods, brands will be able to create remarkable experiences that customers can't resist sharing. Intersection of Customer Service and ...
Feb 21, 2020•19 min
Gabe Larsen, the host of Customer Service Secrets, talks about his experiences in customer service and customer experience up to this point in his career. He guides us through his journey working at companies like Accenture, Goldman Sachs, Gallup, InsideSales.com, and Kustomer, along with some of the knowledge that he has gained through those roles. In this episode, we focus on how to leverage customer service to drive revenue, in a time where we must be customer-obsessed and meet the demands of...
Feb 21, 2020•20 min
Introduction to the Customer Service Secrets podcast with Gabe Larsen. https://www.kustomer.com/
Feb 21, 2020•6 min
