Kustomer
CX Conversations
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Kustomer
CX ConversationsEpisodes
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CX Conversations
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Episodes of CX Conversations
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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
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 treate
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 spr
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 Engagemen
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 k
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
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 o
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
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
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 curr
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 enor
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 Freakin
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 invol
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 approac
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 misconcep
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 Workf
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 pla
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 different
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
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
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
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’
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
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 sum
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
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