How to Grow & Manage a Global CX Team | Michael Windsor

In this episode we’re going to be talking about why and how to manage a global CX team. To do that we have two special guests with us: Michael Windsor, the Senior Director of Global Customer Experience at Skybox Security, and Vikas Bhambri from Kustomer. Michael has worked in various places around the world, including Israel where they focused a lot on security, so he tells us what we can expect when working in different regions and how to go about customer experience in those various places.

Where to start 2:22
Michael’s experiences with organic vs. BPO 6:36
Other lessons learned 8:53
Variability from region to region 10:46
Challenges faced 12:07
Scaling globally 14:23
The cost/saving perspective 18:01

“Ultimately the customer experience or customer success starts from when that first sales call all the way in terms of how they’re supported. So not only do you have to make sure that the teams that you manage are aligned with that, you really need to understand that entire customer journey and keep it foundationally the same.” 11:21

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