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, accountable, consulted, and informed (RACI). Make sure your different departments are communicating well ..read more

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 1:00 What makes good customer experience? 4:40 Building culture of happy employees 8:13 Why is custom ..read more

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 be hard to get shareholders and organization executives to want to adjust or shift how things are don ..read more

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. Whether to take the advice of your customers really depends on what type of business you’re running and ..read more

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 with a handcrafted customer experience conscious of their behavior, their priorities, and delivering wh ..read more

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 1:14 How to grow and take the next step 4:16 Algorithms 9:06 Search Quality Evaluator Guidelines 12:22 ..read more

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 into this head first 5:43 Bringing the horse to water 8:29 Don’t do personalization for personaliz ..read more

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 to, and also how that flows with your brand, so it’s a great topic to discuss today. Structuring a ..read more

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 Leading edge technologies 7:05 Coaching organizations on where to start with outsourcing 7:53 What ..read more

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 their way through their customer journey. Why is data so important? 4:57 How to become a more data driv ..read more