PODCAST · business
CX Conversations
by LaunchPod Media
What do businesses of all sizes value the most? Growth. But how do you grow in today’s rapidly changing environment? CX Conversations is a business, marketing, and customer experience podcast packed with stories showcasing how modern businesses are using customer experience to drive revenue and create life-long connections. Tune in to hear the success stories of the brands you love, and draw practical knowledge from experts making strides across industries. Hosted and produced by Kustomer.
Episodes
-
Reducing Risk Through Operational Excellence | Michael Popa
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...
-
The Power of Identification to Build Employee and Customer Connection | Aaron Painter
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…
more -
Customer Processes Are Easy to Think about, But Harder to Implement | Ali Ghumman
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.…
more -
Transformation in Customer Service with Crispin Thompson | Align Your Business to This Idea of Experience
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…
more -
How to Relate to Customers in a Way That’s Unique and Scalable | Owen Robinson
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…
more -
Improving Your Digital Presence with Good User Experience | Hannah McNaughton
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…
more -
Personalization Journey Mapping | Chris Brogan
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...
-
How to Build a Brand Strategy That Drives Your Customer Experience | Bettina Papirio-Faerber
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,...
-
Outsourcing Customer Experience | Rhonda Rohtstein
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…
more -
How to Use Data to Transform Your Customer Journey | Biren Fondekar
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...
-
How One to One Marketing Is Transforming Companies | Chuck Moxley
Today we’re talking about how one to one marketing is transforming companies. There’s so much interesting dialogue in the market about commerce and care. Marketing and CX, and how that’s all coming together. I came across somebody that has enormous experience in this space of personalization...
-
The Value of Communication with Matt Abrahams | Foundational Principles in All Effective Communication
Today we brought on a special guest, Matt Abrahams, who has quite the background. Currently he’s lecturing at Stanford University in the graduate school of business. In addition, he is a book author of a book called “Speaking Up Without Freaking Out: 50 Techniques for Confident and Compelling...
-
Ruthlessly Prioritizing Your Customer Base with Elizabeth Birch | Becoming Recession Proof
Today we have the Vice President of Customer Experience at Instapage, Elizabeth Birch. We discuss how you can help your company be more recession proof through customer experience and Elizabeth says you need to ruthlessly prioritize. This involves knowing your audience and prioritizing them…
more -
Keys to CX Transformation | Siri Osthed
Today we’re going to talk about keys for CX Transformation and we brought on a very special guest, Siri Osthed who is currently the VP of New Customer Experience at Weave. She talks about how to start thinking through the transformative approach to CX starting with your goals and understanding…
more -
Misconceptions on Outsourcing | Isaac Major
In this episode we brought on Isaac Major who is currently the VP of Customer Solutions at Quantanite. Outsourcing is very useful and an important step in expanding a business beyond certain bounds, but there can be many questions and misconceptions about it and how it works. Isaac says you gotta...
-
All Things Design, UX, CX, and Service Design | Saroni Kundu
Today we’ve got a fun talk track and we’re gonna be talking about all things design, UX, CX, service design, and to do that we brought on a special guest, Saroni Kundu, who is currently the AVP of Service Design and CX Strategy at Equifax Workforce Solutions. Saroni explains how she is able to…
more -
Delivering Superior Customer Experience | Jason Guidetti
We have a great guest today named Jason Guidetti who joins us as the Managing Director at Blueprint. We discuss the concept of delivering superior customer experience through this enterprise focus and alignment. Everything in the enterprise plays a part in CX and your company’s strategy needs to...
-
Navigating the Idea of The Age of the Individual | Saari Gardner
We have Saari Gardner joining us today, who is currently the Vice President of Advisory and Managed Services at Walker Information, a company that helps organizations leverage XM capabilities to deliver amazing experiences and achieve differentiation in the marketplace. We talk about navigating…
more -
Powering CRM Omnichannel Customer Support In the Future | What Companies Can Do to Transition
Today we’re going to talk about how exactly a CRM will power omnichannel customer support in the future. Companies that are really achieving success are building an omnichannel customer experience and they’re not doing it empty handed. They’re utilizing the most impactful technology solutions to...
-
5 Examples of Proactive Support You Can Follow | Staying Ahead of Customer Issues
Today I’m talking about 5 examples of proactive support you can follow and I wanted to talk through some of the things of modern support and how it has shifted in recent years. In order to keep customers happy and loyal, companies should think about proactive customer support in order to stay…
more -
87% of Consumers Want to Be Contacted in Their Preferred Channel | Hybrid Customer Experience
Today we’re talking about how consumers want to be contacted, which sounds like something we all know, but that’s not always the case. In this post-pandemic world, consumers have undergone this shift in mindset and expectations surrounding the customer experience. I think today’s consumer finds a...
-
Benefits of Chatbots in Customer Service | Gabe Larsen
In this episode I talk about why chatbots are so important and how your business can gain from this useful service. The chatbot, or virtual agent, will fill in for those mundane tasks that often drain the life of customer reps, making everyone’s life so much better and free up agent time so that...
-
How to Manage Effective Journey Mapping | Jochem Van Der Veer
Today we’re talking about mapping to management and I always like talking about journey mapping, but this has a slightly different twist and to do this I’ve got on Jochem Van Der Veer, who is currently the co-founder and CEO of TheyDo. He has a lot of experience and understanding of the whole...
-
Tune Up Your Relationship with Your Customers | Gabe Larsen
Something that we all want and could all use is the knowledge and ability to turn the customer into an ambassador of your brand. I’m taking here from a post that Grace Lau, Director of Growth at Dialpad did for Kustomer. It was such a great summary of this topic, that I wanted to give you a…
more -
Consumers Love Live Chat, But Businesses Aren't Adopting It. Here's Why | Gabe Larson
One of the biggest shifts over the last few years has been to live chat because of the digital first mindset. Live chat allows consumers to get their questions answered without having to phone in or Phone support is not going anywhere, but when you force them to switch platforms in order to get...
-
The Future of CX Research | What’s to Come in Customer Experience
Today we are talking about some research we did about the future of customer experience. We regularly go out and survey professionals and consumers to understand trends in the space, so we want to dive into our latest research report. We surveyed over 100 CX professionals, gathered research, and...
-
Digital Transformation and Winning Customers | Howard Tiersky
Today we’ve got a great guest who’s got a book out there called Winning Digital Customers: The Antidote to Irrelevance, which has been highlighted in the Wall Street Journal’s best seller list and Forbes put it as one of its top business books in 2021. His name is Howard Tiersky and is the CEO of...
-
Why Customer Service Efficiency Is More Important than Ever | Gabe Larsen
Even during the best of times businesses have to strive to be more efficient and there are always things to improve upon, customers to service, and proactive outreach to do. Sometimes I find when circumstances shift somewhat quickly and businesses are asked to do more with less, it really brings…
more -
5 Tips for CX Leaders to Combat Burnout & Enable Happy Agents | Gabe Larsen
Support agents are often on the front lines for businesses. Dealing with frustrated customers while working through repetitive tasks can be daunting. Tasks pile up, which leaves agents with a backlog and in situations like this, the danger of burnout becomes pretty real. Research at Cornell said...
-
Understanding Search Results and Consumers | Jay Hinman
Today we talk to Jay Hinman, the Vice President of Marketing at Lily AI, the customer intent platform built to power the present and future of e-commerce. We talk about how much search results need to be adjusted for what people are looking for to avoid the frustration that can come from getting...
-
Customer Neglect Is a Much Bigger Issue Than You Realize | Daniel Rodriguez
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…
more -
The Business Value of Customer Experience | Christopher Stark
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…
more -
Transforming CX Through Operations | Elizabeth Dominicci
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…
more -
Engineering Customer Success | Joshua Moskovitz
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...
-
From Impressed to Obsessed | Jon Picoult
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…
more -
Putting the Customer at the Center of the FinServ Universe | Matt Chabrier and Aziz Razakov
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...
-
Understanding CX Transformation | Erika Putinsky
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...
-
Create a Rockstar Customer Experience | James Dodkins
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…
more -
Putting People Above Process | Jeanne Bliss
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...
-
Marketing and the Customer Experience | Dan Gingiss
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...
-
Avoid This Customer Service Mistake | Matt Dixon
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…
more -
Transforming the Customer Experience One Person at a Time | Randall King
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...
-
Start from the Top to Create a Customer Mindset | Gabe Larson Solo Round
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...
-
The Driver, Dreamer, and Doer Strategy | Jarvis Harris
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...
-
The Power of Service | Gordana Warga and Chad Horenfeldt
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…
more -
Optimizing Customer Service and Marketing | Phil Irvine
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…
more -
The Power of Lifecycle Management to Drive the Customer Experience | Danilo Pozo
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…
more -
Break Through the CX Noise | Ruth Zive
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...
-
The Future of CX Is AI | With Dan Watkins and Rose Wang
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...
-
Customer Experience Transformation | Kenny Middlebrooks
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...
We're indexing this podcast's transcripts for the first time — this can take a minute or two. We'll show results as soon as they're ready.
No matches for "" in this podcast's transcripts.
Loading reviews...
ABOUT THIS SHOW
What do businesses of all sizes value the most? Growth. But how do you grow in today’s rapidly changing environment? CX Conversations is a business, marketing, and customer experience podcast packed with stories showcasing how modern businesses are using customer experience to drive revenue and create life-long connections. Tune in to hear the success stories of the brands you love, and draw practical knowledge from experts making strides across industries. Hosted and produced by Kustomer.
HOSTED BY
LaunchPod Media
CATEGORIES
Loading similar podcasts...
Frequently Asked Questions
How many episodes does CX Conversations have?
CX Conversations currently has 148 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is CX Conversations about?
What do businesses of all sizes value the most? Growth. But how do you grow in today’s rapidly changing environment? CX Conversations is a business, marketing, and customer experience podcast packed with stories showcasing how modern businesses are using customer experience to drive revenue and...
How often does CX Conversations release new episodes?
CX Conversations publishes regularly with 148 episodes available. Check the episode list for the typical release schedule.
Where can I listen to CX Conversations?
You can listen to CX Conversations on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts CX Conversations?
CX Conversations is created and hosted by LaunchPod Media.
URL copied to clipboard!