On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service. Tune in to learn: Why speed and quali...
Apr 17, 2024•44 min•Ep. 26
On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindsets and focus on. Danny shares how Breeze Airways is working to improve the airport experience and reduce stress for travelers. He also highlights the importance of partnerships and the impact they have on the overall guest experience. Plus, Danny discusses t...
Apr 10, 2024•42 min•Ep. 25
On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer experience. She shares insights on creating a knowledge base and simplifying information for customers, as well as the significance of customer journey mapping. Plus, she and Lauren dive deep into various aspects of customer experience and how to effectiv...
Apr 03, 2024•46 min•Ep. 24
On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic, discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, an...
Mar 27, 2024•42 min•Ep. 23
In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and understanding their needs and preferences. Dan also highlights the value of utilizing first-party and zero-party data to enhance customer insights. He shares his approach to staying informed on the changing technology landscape and provides an example of ...
Mar 20, 2024•40 min•Ep. 22
On this episode, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of building inclusive products. They also explore the role of design in accessibility and the impact of inclusive design on user experience. Plus, Alwar emphasizes the competitive advantage of accessibility and the importance of serving the largest untapped cons...
Mar 13, 2024•42 min•Ep. 21
On this episode, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and th...
Mar 06, 2024•44 min•Ep. 20
In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-...
Feb 28, 2024•45 min•Ep. 19
Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addi...
Feb 21, 2024•51 min•Ep. 18
How does enhancing the employee experience revolutionize customer service? Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service. In this episode, Rudi shares his journey and the pivotal role of centralizing data and innovative processes in creating a culture of excellence. Discover the crucial metrics for customer ex...
Feb 14, 2024•35 min•Ep. 17
Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication. In this episode, Ethan shares his innovative approach to evangelism that transcends traditional product selling, focusing instead on cultivating a community grounded in education and shared values. Learn about how Ethan thinks about the balance between AI and human-centered communicati...
Feb 07, 2024•49 min•Ep. 16
Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience. Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. Jim Roth shares his expertise on breaking down functional silos and integrating customer services to provide a seamless experience. Discover how Salesforce leverages digital technologies and AI to empathi...
Jan 31, 2024•53 min•Ep. 15
Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena. In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success. Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship betwee...
Jan 24, 2024•48 min•Ep. 14
Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal. In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach. He shares the challenges and triumphs of creating a customer-centric, healthy cereal brand that stands out in a competitive market. This episode is a deep dive into how customer experience, ...
Jan 17, 2024•37 min•Ep. 13
Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast. In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology. They discuss how Built Technologies is revolutionizing the industry by enhancing efficiency, collaboration, and business agility. Riley shares ins...
Jan 10, 2024•43 min•Ep. 12
Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success. In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insight...
Jan 03, 2024•37 min•Ep. 11
Discover how technology is transforming the field of mental health and crisis response. In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support. Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the developm...
Dec 27, 2023•32 min•Ep. 10
Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry. Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering e...
Dec 13, 2023•44 min•Ep. 8
Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience. In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success. Adam, with his deep entrepreneurial background, also touches on the ev...
Dec 06, 2023•41 min•Ep. 7
Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies. In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market. Jan discusses the multifaceted nature of custo...
Nov 29, 2023•47 min•Ep. 6
Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods. Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the imp...
Nov 22, 2023•47 min•Ep. 5
Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact. In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communi...
Nov 15, 2023•39 min•Ep. 4
Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems. Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide. In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and emplo...
Nov 08, 2023•30 min•Ep. 3
How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience. Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience. Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.” We delve into his books, with a specific focus on their key themes and the importance of comprehendi...
Nov 02, 2023•45 min•Ep. 2
Join us as we dive into the world of data-driven results and customer experience with Brandon Kirk of Rogers Sports & Media. We explore how data shapes advertising and in turn enhances the customer experience. In this episode, Lauren sits down with Brandon Kirk, Vice President of Client Solutions at Rogers Sports & Media. Brandon is a sales executive with over 15 years of experience in companies such as CanWest, Time Inc., and Sports Illustrated. We kick things off by stressing on the im...
Nov 01, 2023•35 min•Ep. 1
This is Experts of Experience, your new go-to podcast to learn about customer experience, customer success, and the technology that powers some of the biggest and best businesses in the world. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience will be your one-stop-shop for ideas, innovation, and inspiration to level up your CX. Episodes drop every Wednesday. Subscribe now! -- Imagine running your business with a trusted advisor who has your...
Oct 25, 2023•1 min
