PODCAST · business
In The Know - A Dispatch Podcast
by Dispatch
We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.
Episodes
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#27 Samara Toole, CMO of California Closets
Show Guest: Samara Toole, CMO of California Closets About Samara: She was brought on as a CMO to manage the brand and customer acquisition strategies and in this role she oversees customer marketing, creative, and content development to fuel the website, showroom, sales & training at California...
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#27 Kelsey Stuart, CEO of Bloomin' Blinds
#27 Kelsey Stuart, CEO of Bloomin' Blinds by Dispatch
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#26 Mark Kovich, CEO of Essential Cabinet Group
#26 Mark Kovich, CEO of Essential Cabinet Group by Dispatch
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#25 The Service Knowledge Gap: Why it Matters and How to Close it (Tauris McBride, CEO Tauris Tech)
We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor - a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor - which you can find at tauristech.org - specializes in New York City Refrigeration License Exam Preparation, and…
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#24 The Future of Machine Learning and AI in Field Service (Bill Pollock, Strategies For Growth)
We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth…
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#23 How to Standardize Customer Experience as a Franchise
Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: - Inconsistent brand and customer experiences - Disparate technology solutions - A frequent disconnect…
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#22 What Makes Successful Digital Transformation? (Michael Blumberg, Blumberg Advisory Group)
Today, we're sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is the hot topic within the field service space. In our conversation, we talk about: - The typical barriers a company faces when trying to do digitize their business.…
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#21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader (Donna Williams, Mendix)
Today, we're sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In…
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#20: Connecting Customer Experience to Business Strategy (Justine Jordan & Taylor Davis, Litmus)
Today, we're sitting down with Justine Jordan (VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus - the leading email testing platform - is connecting customer experience to their overall business strategy. In 2015 Justine was named "Email Marketing Thought Leader of...
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#19 How to Make Unmemorable Experiences Memorable (Renee Cacchillo, Safelite AutoGlass)
Today, we're learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite Group thinks about and approaches customer experience. With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob...
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#18 Why Enterprise Customer Experience Begins with Technology (Jamie Smith, ServiceMaster)
Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT…
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#17: Why Having a Remote Culture Improves Customer Experience (Nick Francis, Help Scout)
Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants. In this episode, we're interviewing...
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#16: Why Enterprises Should Focus on Closing the Experience Gap (Luke Williams, Qualtrics)
Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it. In this episode, we're interviewing Luke Williams, the head of Customer experience at…
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#15: Creating Customer Loyalty in a Mobile App World (Courtney Austermehle, Modo Labs)
Where is the future of mobile going? Why do customers want to self-serve themselves? In this episode, we're interviewing Courtney Austermehle (https://www.linkedin.com/in/courtney-austermehle-590b388/), Vice President of Industry Marketing at Modo Labs (https://www.modolabs.com/) - the platform...
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#14: Why This Unique Marketing Philosophy Creates Loyal Customers (TetraScience)
How do you create loyal customers? In this episode, we sat down with Lindsey Christensen, (https://www.linkedin.com/in/lindseychristensen), the head of marketing at TetraScience (http://www.tetrascience.com) - the Mission Control for Research and Development teams. In today’s discussion we cover…
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#13: The Role Customer Experience Plays In The On-Demand Economy (Kurt Wilson, Breather)
Is customer experience important in the on-demand economy? In this episode, we're interviewing Kurt Wilson (https://www.linkedin.com/in/kuwilson/), the director of customer care and central sales at Breather (https://breather.com/) - the network with over hundreds of workspaces, serving as a...
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#12: Has Customer Experience Changed Over Time? (Ellie Mirman, Crayon)
Has customer experience changed over time? In this episode, we're interviewing Ellie Mirman (https://twitter.com/ellieeille), the CMO at Crayon (https://www.crayon.co) - the market and competitive intelligence company that provides strategic insights and inspiration for marketers. Prior to…
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#11: How Being Customer-Focused Helped Build 3 IdeaPaint Products (Jeff Avallon, IdeaPaint)
Have you ever considered hiring a customer to better improve your product? In this episode, we're interviewing Jeff Avallon(www.linkedin.com/in/jeffavallon), VP of Business Development at IdeaPaint (www.ideapaint.com) - a high-performing dry erase paint that provides people with the space to…
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#10: Why Great CX is Personalized, Responsive, and Trustworthy (Kristen Craft, Ovia Health)
For this episode, we're talking all things customer experience with Kristen Craft, VP of Marketing and Business Development at Ovia Health - the leading maternity benefits program. Kristen has over a decade of experience working for companies like Kaplan, The Parthenon Group, Transparent…
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#9: How Network Reps Can Find the Signals from the Noise
We have a special episode lined up for you today. Listen to our healthy roundtable discussion with Eli Rosen and Sam Crowell Richard. We’re discussing: - Why network managers are so valuable. - Why they’re bombarded with too much data. - How they affect customer experience. - How network managers...
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#8: Why Customer Experience is Everything to SMBs (Dan Slagen, Alignable)
For this episode, we're chatting with Dan Slagen, the CMO and GTM of Alignable - the networking platform for small and local business owners. Dan is one of the most respected and well-known marketers in Boston for his work with Hubspot, Nanigans, and Wayfair. He has been featured on Bloomberg TV,...
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#7: How to Achieve Better Customer Experiences with Machine Learning (Brian Bell Jr., DataRobot)
How can you deliver better customer experiences with machine learning and predictive analytics? In this episode, we're interviewing Brian Bell Jr.(https://www.linkedin.com/in/brianbelljr), the Lead Software Engineer & Team Manager of Data Science at DataRobot (https://www.datarobot.com) - a…
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#6: What the IOT means for Lead Management
What does the IOT have to do with lead management? In this episode, we’re letting enterprise and CIO expert, Alex Beletsky reveal all the information you'll need about three enterprise focused topics: 1. Why Lead Management in the OEM space is lagging big time. 2. What this "lag" means for...
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#3: The Unusual Philosophy of Our CMO
Do you have a personal playbook for life? In this episode, we’re hanging with Dispatch CMO, Corey O'Donnell. We're discussing why perfection is boring, why a good idea is a good idea and why everyone is intelligent and everyone is willing to work hard (3 of Corey's 10 life principles). Remember…
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#4: What does the on-demand economy mean for service businesses?
Have you ever wanted an on-demand repairman? In this episode, we’re chatting with Dispatch co-founder, Yaakov Zar. We're discussing what it takes to get that technician to your house in 5-10 minutes, the new technology offerings that are enabling this functionality, and what is preventing the...
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#5: How Enterprise Brands can be More like Amazon
Do you know what Amazon, Walmart, and Ticketmaster have in common? In this episode, we’re chilling with Dispatch VP of Customer Success, Eli Rosen (twitter.com/erosen). We'll discuss various digital strategies, what IT departments should mean to the CIO and enterprise brands, and what the future…
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#2: The Indicators of Quality Service Experience
What does quality really mean? On today's episode, we’re discussing what the factors of quality are in the service world. We’ll talk about Net Promoter Score, what “being on time” actually means, and we’re answering the general question "is faster always better." Get ready to dive into some data.…
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#1: How Enterprises Satisfy the Modern-Day Customer
Service businesses are in trouble. They’re in trouble because of the new standard set by Uber, Yelp, Grubhub, and many others. It’s this new standard of customer service that is creating headaches for enterprises who rely on non-dedicated third party networks. That's what we're solving at…
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ABOUT THIS SHOW
We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.
HOSTED BY
Dispatch
CATEGORIES
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Frequently Asked Questions
How many episodes does In The Know - A Dispatch Podcast have?
In The Know - A Dispatch Podcast currently has 28 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is In The Know - A Dispatch Podcast about?
We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.
How often does In The Know - A Dispatch Podcast release new episodes?
In The Know - A Dispatch Podcast has 28 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to In The Know - A Dispatch Podcast?
You can listen to In The Know - A Dispatch Podcast 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 In The Know - A Dispatch Podcast?
In The Know - A Dispatch Podcast is created and hosted by Dispatch.
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