In this episode we discuss the issue of customer neglect with Daniel Rodriguez, the Chief Marketing Officer at Simplr. He just co-authored a book called “Experience Is Everything: How to Win the Hearts, Minds, and Wallets in the Era of NOW CX.” There are a lot of strategies companies use to gather customer data, but often company leaders will stick to the metrics that make them feel good about what they’re doing rather than actually showing what customers are feeling about their experience. We a...
Feb 17, 2022•28 min
Today we have the pleasure of speaking with Christopher Stark, the VP of Customer Experience & Business Value at Khoros. He worked at Nike for 5 years where he learned the importance of branding and one of their mottos was “If you have a body, you’re an athlete.” From there they decided they would focus on and represent the voice of the athlete and pay attention internally, which helped them understand better who they were and how they could better help their customer base. A lot of traditio...
Feb 10, 2022•21 min
We had the pleasure of speaking with Elizabeth Dominicci, the Vice President of Customer Experience Operations at TriNet. Her background in industrial and systems engineering brings a very unique perspective to the CX space. She talks about a few things you should know and understand when starting out, such as where to find the data, where to house it, and how to bring it all into one place. They started looking at how customers think about and feel about certain things as opposed to just lookin...
Feb 03, 2022•27 min
Today we’re talking about engineering customer success by diving into using data to drive success initiatives in your business. We brought on Joshua Moskovitz who previously worked at Google as a Customer Engineering Leader, and is now an angel investor in the same area. He talks about what you deal with as a leader in customer success and the changes that a business will go through, requiring you and your departments to adapt and evolve as time goes on. Joshua tells about the two metrics you us...
Jan 27, 2022•29 min
Our guest today, Jon Picoult, the founder of Watermark Consulting, helps companies impress their customers. He’s a leading expert in customer-employee experience and has been featured in dozens of media outlets including the Wallstreet Journal, the New York Times, NBC News forums, fortune 100 CEOs, and he’s been working with small entrepreneurs. He’s been helping people across the business manage this concept of customer and employee experience and is joining us today to talk about this idea of ...
Jan 20, 2022•24 min
Today we share audio from the Kustomer Now conference hosted by Matt Chabrier, Regional Sales Director at Kustomer, and he speaks with Aziz Razakov, Associate General Manager at MoneyLion, a FinTech startup. We discuss his role in customer loyalty and what changes the past year and a half have brought his company, such as a 24/7 support line, increased channels customers can contact through, increasing the visibility of how customers can contact them, and creating a more seamless internal compla...
Jan 13, 2022•32 min
Today we have the privilege of speaking about CX transformation with Erika Putinsky, the Vice President of Customer Education at Mailchimp. She shares her 4 pillars to be successful in CX and what companies are looking for when they work with her. Showing up for your customer is necessary to maintain a good relationship with them because they’ll feel understood and appreciate the amount of care you show by listening to them. Focus on customer education and feedback to understand what the custome...
Jan 06, 2022•20 min
Today we revisit a previous episode of Kustomer when we talked 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 often...
Dec 16, 2021•26 min
Revisiting one of our previous episodes, we talk with Jeanne Bliss, founder and CEO of Customer Bliss. We talked about her book that explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne explains 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 7:53 Don’t ...
Dec 09, 2021•21 min
We are revisiting one of our favorite episodes today with Dan Gingiss. Dan has worked for 4 Fortune 300 companies: McDonald’s, Discover, and Cubana in marketing and customer service roles and after becoming somewhat of a specialist in this, he now is a professional speaker and consultant on the topics. Introduction to Dan 0:48 Intersection of Customer Experience and Marketing 2:09 How to Focus on the Customers 8:49 How to Contact Dan 17:20 “ If you want to change the sentiment in social media, t...
Dec 02, 2021•19 min
Today we’re revisiting one of our previous episodes with Matt Dixon. We talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience at the time of this recording. 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 giv...
Nov 25, 2021•36 min
In this episode we have Randall King, the President of Commercial Solutions at Conduent. As the Group President of Customer Experience Management, Randall has responsibility for 25k customer experience professionals who deliver best-in-class service globally to millions of customers on behalf of their clients. In this role, Randall drives strategic transformation, stronger client relationships, and service excellence. He works in close collaboration with business and technology leaders to bring ...
Nov 18, 2021•29 min
We know the customer experience is important because without happy customers, our businesses will fail and our customers won’t be happy, but what truly creates standout brands is this idea of an exceptional experience. This means no hurdles, no drawbacks, and nothing to jump through. CX, whether you like it or not, is a team sport that touches every part of the organization. I give 3 steps to follow in order to prioritize a customer first mindset. What creates standout brands 0:42 The responsibi...
Nov 11, 2021•6 min
In today’s episode, we have Jarvis Harris, the Vice President of Global Customer Success at Visier, joining us. Visier is a cloud-based analytics application that delivers fast, clear people insight. With best-practices expertise built in, Visier asks the right questions and promptly identifies opportunities and risks within your organization so you can confidently take action. Jarvis tells us about the Driver, the Dreamer, and the Doer 3D model that helps them create the best experience and the...
Nov 04, 2021•19 min
We wanted to chat with two special guests, Gordana Warga, the Director of Global Support at Kustomer, and Chad Horenfeldt, customer service and customer experience leader also at Kustomer. We discuss customer service week, what it is, and why it’s important to really show appreciation for everyone that works hard in making this often difficult part of business a better experience for all involved. The little things are super important, such as recognizing someone’s birthday on the floor and taki...
Oct 28, 2021•16 min
We have a special guest today, Phil Irvine, the Vice President, Audience Intelligence at RPA. We’re going to be talking about how customer interactions and signals can fuel optimal marketing experiences and we wanted to get Phil on to see a more broad view of the customer experience, not always the service, but how marketing plays a role there. Marketing has evolved a lot over time where in the past it was less personal and a lot more over the top oftentimes, but today people are very aware of c...
Oct 21, 2021•22 min
Today we have special guest Danilo Pozo, the Vice President of Customer Experience for Latin America at Cisco, to discuss lifecycle management and making the best of your customer experience. Your company will go through a culture shift and you have to be able to adapt in order to keep up with your customers’ needs. The developing world provides many opportunities for companies to branch out and find better, more diverse talent that’s also more economic. Lifecycle management 3:41 The culture shi...
Oct 14, 2021•17 min
We have with us today the Senior Vice President of Marketing over at Ada, Ruth Zive, to talk about having better brand interactions. Back when ATMs were becoming popular, everyone thought they were going to replace the bank teller and kill bank jobs, but those kinds of jobs have only increased since then. There are 18% more bank teller jobs now than there were back in the year 2000, showing that automation and machines will actually help job growth. We discuss how companies can maintain personal...
Oct 07, 2021•25 min
In this episode we are discussing the future of CX and artificial intelligence with Dan Watkins, President of Forethought and Rose Wang, Head of Customer Experience also at Forethought. Forethought Technologies, Inc. is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to enable everyone to become a genius at their jobs. They are the makers of Agatha, an answer engine for the enterprise, which searches your company’s knowledge...
Sep 30, 2021•33 min
Today we are talking with Kenny Middlebrooks, the Director of Customer Service at Mckesson. We discuss how Kenny has been able to handle customer experience transformation with the right people and getting them to go in the right direction, and then we talk about balancing that process and empowering the agents to be able to grow and even fail in order to experience growth, or helping them know when to break a rule when they need to break a rule. Recording new things and issues your teams run in...
Sep 23, 2021•24 min
In this episode we have a special guest, Evan Hopkins, who is the VP of Global Sales and Customer Operations at Outdoorsy. Outdoorsy is the most trusted RV rental experiences marketplace on the planet, powering road trips and RV adventures. They’ve seen a lot of growth recently and have had to make a lot of adjustments, which Evan explains. At first with Covid they weren’t getting any volume and skipped out on hiring new employees, until the end of May when everyone got sick of being inside and ...
Sep 16, 2021•26 min
Today I met with the Chief Evangelist at CX Effect, Justin Robbins, and we discussed whether the professionals in CX should focus on behavior as opposed to numbers. Quality assurance in the context of contact centers are often the score cards or mechanisms we put in place to understand how our teams are doing to keep their promises, or if we’re complying to processes put in place by the company. Are we doing the right things to drive the right outcomes? What Justin does 1:18 Scoreless QA 4:00 Pr...
Sep 09, 2021•20 min
In this episode we will be talking about how to delight your guests, spark your culture, and just ignite everything around you and to do that we have Michael Fiato, the SVP of Guest Experience at Eurest, and the author of The Hospitality Edge: Stories to Delight Your Guests, to Spark Your Culture, and Ignite Productivity. We discuss what to look for when hiring new people, and the common mistakes employers or interviewers make when looking for good quality candidates. Michael’s back story 2:45 T...
Sep 02, 2021•18 min
Today it’s just Gabe sharing an interesting experience he had this past week through which he learned some useful lessons. Sometimes leaders can go over a line with how they treat other leaders, which is exactly what Gabe witnessed recently and discusses. We cannot be successful without the various moving parts that make up a business, such as the technology and operations team, or the customer service team. Being able to communicate effectively is essential to overall company harmony and growth...
Aug 26, 2021•13 min
In this episode we meet with Wendi Sturgis who has been in the New York scene for the last 25 years. She used to be the Chief Customer Officer before becoming CEO and gives some good tips and advice on what leaders need to know in order to advance their CX team forward. Working overseas has given Wendi a broader perspective on how to be a leader in various aspects of business and tells us how she has learned to scale her business to a global standard. Recommendation for CX leaders trying to work...
Aug 19, 2021•23 min
In this episode we talk about the 90 day roadmap to customer excellence with Shannon Martin, the Senior Director, Travel Partners Group PMO at Expedia Group. We talk about where to start in getting your roadmap going and how to get it into the mindset of your customer service team. We talk about how to gather data and the best ways you can go about understanding what your team is working with and what issues your customers are facing. Shannon shares an awesome tip on what you can do to end your ...
Aug 12, 2021•17 min
Today we talk to Brad Birnbaum, the CEO here at Kustomer, and we talk about the future of customer experience and the effects we have felt from the big events in 2020. We saw numerous changes last year, expected and unexpected, some of which being a boom in retail and an influx in customer inquiries. Remote work has been a large change that most companies have embraced and it seems companies across the board will keep this change and adapt moving forward. The customer’s expectations have changed...
Aug 05, 2021•15 min
Today I have with me Pam O’Neal, the Senior Marketing Director here at Kustomer, and we’re talking about the importance of social commerce, which isn’t new, but is really hot right now. We talk about the risks and realities of tackling it, how to make it work, and then some of the brands that are doing it really well, and then what’s coming up next. Almost everyone these days uses social media and discovering vendors, consuming, and sharing what one buys is something you have to understand in or...
Jul 29, 2021•30 min
Today I meet with Vikas and Sophie Vu, Chief Marketing Officer at Unbabel, and we discuss how you can achieve high growth and customer satisfaction in our global economy. Sophie tells us how Unbabel is making communication between citizens in various countries easy and improving the way we commune globally. Artificial intelligence is becoming more and more popular across the board today and many people have been worried it may replace people, but language is so complex that people will always ha...
Jul 22, 2021•30 min
In this episode we’re going to talk about how great companies master modern customer experiences, and to do that we brought on the Director of Operations and Customer Experience at JOANN, Drew Chamberlain. We discuss why it’s so important to have all communication channels that the customer desires to use available to them even if your company struggles with one of those channels. We also talk about AI and whether it’s something your company should integrate into your customer experience or not....
Jul 15, 2021•18 min
