Flourish CX
28 episodes - English - Latest episode: over 1 year ago -Where experience obsessed executives come to talk about everything CX and its intersection with empowering customers to grow on their own.
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Episodes
Product Content: The Unsung Hero of CX
October 27, 2022 09:00 - 19 minutes - 19.7 MBThe definition and application of CX differs from company to company, just like customers differ. The one thing that doesn’t change is the demand for exceptional self-service experiences and the key to creating them—product content. In this special episode, our amazing new host Gal Oron, CEO of Zoomin, highlights what we’ve been hearing from some of the world’s leading companies about the importance of content. Listen in for their insights and techniques on utilizing this virtual gold dust...
Creating Phenomenal Customer Micro-Moments with Content with Jeannie Walters, Experience Investigators
September 29, 2022 09:00 - 25 minutes - 25.7 MBHow proactive are you about providing content to your customers to help them along their journey? Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive micro-moments throughout the customer journey by offering up the knowledge they need, before they have to look for it. Listen in to learn how to properly use content to empower customers.
Content Experience Drives Customer Experience with David Hoare, ServiceNow
September 15, 2022 09:00 - 21 minutes - 21.5 MBThe content you make readily available to customers does the talking when your people are out of the room—is what you’ve provided able to do the heavy lifting between touchpoints? David Hoare, VP of Content at ServiceNow, says content plays a critical role in the customer journey, from presales through renewals and everything in between. In this episode, David shares the data that proves technical documentation can drive sales and discusses how to present content seamlessly across your org...
Connecting CX to Product Marketing with Carla Guzzetti, Extreme Networks
September 02, 2022 17:03 - 23 minutes - 23.4 MBAre you tying customer experience to product marketing? Carla Guzzetti, Vice President of Customer Experience and Product Messaging at Extreme Networks, says CX has to be cross-functional. In this episode, Carla shares how she and her team use initial research to impact design and truly understand the market and user value of their products. Listen in to learn how to differentiate your brand through design and create meaningful digital experiences for both your customers and your employees.
Letting the Customer Define CX with Nanhi Singh, Imperva
August 18, 2022 09:00 - 23 minutes - 23.6 MBAre you designing your systems and processes to meet your customer’s expectations? Nanhi Singh, Chief Customer Officer at Imperva, says too many tech companies try to design experiences that fit their internal set ups. Instead, organizations need to view CX from the perspective of the customer, especially with their ever-evolving wants and needs. In this episode, Nanhi shares the four pillars of customer success she uses to take a clear, strategic approach to CX. As you listen, you’ll lear...
CX is a Long Game. Relationships are Everything with Judi Hand, TTEC
August 04, 2022 09:00 - 23 minutes - 24 MBAre you laying the proper foundation to build relationships with customers that will last a lifetime? Judi Hand, Chief Revenue Officer at TTEC, takes a personal approach with clients to create a rapport that allows for honest feedback and growth. In this episode, Judi discusses the importance of finding common connections. From there, she moves on to understanding what they’re accountable for so she can help them accomplish their goals. Listen in to learn how to avoid complacency in your c...
Creating a Foolproof Feedback Loop with Naren Dukkipati, Mastercard
July 21, 2022 09:00 - 24 minutes - 24.7 MBAre you closing your feedback loop? More importantly, do you have the right stakeholders evolved across your organization to do so? Naren Dukkipati, Senior Vice President of Software Engineering at Mastercard, says building the optimal structure to collect feedback, internally and externally, allows you to create a seamless brand experience. In this episode, Naren shares how Mastercard leverages technology to meet the customer where they’re at and collect feedback so it can be filtered b...
Creating a Customer-Led Culture with Debra Squyres, HackerRank
July 07, 2022 09:00 - 17 minutes - 18.4 MBYour product exists to help your customers solve a problem, but are you continuously trying to understand the challenges they face? Debra Squyres, Chief Customer Officer at HackerRank, says empathy is the best quality to have as a customer-facing leader. Once you can put yourself in your customers shoes, you can engage with them more effectively and get the feedback you need to improve. Listen in to this episode to hear Debra get deep on what levers you can pull to improve customer outcom...
CX Ownership, Accountability, and Delivery with Bill Staikos, Medallia
June 23, 2022 09:00 - 34 minutes - 33.7 MBDoes everyone in your organization, from an intern to the CEO, know how what they do on a daily basis affects your customers? Bill Staikos, SVP, Evangelist, and Head of Community Engagement at Medallia, says understanding how you’re accountable to the customer is key to creating a truly customer-led culture. In this episode, you’ll learn how to get everyone in your company engaged in CX and thinking with a “do right by the customer” mindset.
Connecting CX to Your Bottom Line with Greg Kihlstrom, GK5A
June 09, 2022 09:00 - 25 minutes - 25 MBThe most valuable brands out there are able to draw a direct line between customer experience and their bottom lines. In this episode, Greg Kihlstrom, best-selling author, speaker, advisor and Principal and Chief Strategist for GK5A, breaks down how to measure important aspects of CX so you can put the right metrics in front of a CEO. As you listen, you’ll learn how to tie customer experience to revenue enabling CX to become an investment priority for your organization.
Getting Data to Those Who Can Use It with Rachel Lane, Medallia
May 26, 2022 09:00 - 29 minutes - 29 MBWhen a customer gives feedback, are you sharing it with someone who can use it? Rachel Lane, Contact Center Principal at Medallia, says companies who don’t use the data they collect is one of her biggest CX pet peeves. In this episode, Rachel discusses all the ways data can be used better to give your customer experience a much more personalized approach. Along the way, you’ll learn how to get proactive about creating customer personas so you can surpass your customer's ever-evolving expec...
Data-Driven Customer Centricity with Dominic Constandi, ZoomInfo
May 12, 2022 09:00 - 30 minutes - 29.8 MBDominic Constandi, Chief Customer Officer at ZoomInfo, says you need to hone in on metrics rather than take them at face value. In this episode, you’ll hear how he looks at metrics like a pyramid. At the bottom is the preliminary data and at the top is the true story of what value customers are deriving from your products. How do you reach the peak? Listen in to find out.
Mining Metrics For All Their Worth with John O’Melia, Contentsquare
April 28, 2022 09:00 - 25 minutes - 25.7 MBEvery metric has a story to tell. Are you reading them from start to finish? In this episode, we’re joined by John O’Melia, Chief Customer Officer at Contentsquare. John says while leading indicators are the ones that determine whether or not your customer is going to be successful in the future, lagging indicators still have plenty of worth. Listen in to learn how to mine every last drop of value you can out of metrics and convert the data into value.
Taking CX To The Next Level Through A CS Lens with David Sakamoto, GitLab
April 14, 2022 09:00 - 21 minutes - 22 MBDavid Sakamoto, VP of Customer Success at GitLab joins us on this episode to break down a classic chicken or the egg conundrum within CX. Is your customer experience strategy making your customers successful OR is experience the outcome of their success with your product? For David, the concept of CX is antiquated. Instead, adopting a broader view of customer success is the better way to go. Why? Listen to the episode to find out.
Delivering on Outcomes, Not Metrics with Jon Mell, Board Intelligence
March 31, 2022 09:00 - 20 minutes - 21 MBAre you more focused on finding the best CX metric out there or finding the best CX metric for your organization? Jon Mell, Chief Customer Officer at Board Intelligence and part time basketball coach, says you need to identify what your company wants to achieve and then zero in on the appropriate metrics to help you accomplish your goals. “Everyone is looking for the perfect Xs and Os that guarantee a score every single time. They don't exist. Who have you got? What works for you? What's...
CX Isn’t One Thing, It’s ALL the Things with Jay Baer, Convince & Convert
March 17, 2022 10:00 - 26 minutes - 26.6 MB“Dozens or hundreds or even thousands of decisions that you make in your business every single day contribute to what we have decided to call ‘the customer experience.’” Jay Baer is a customer experience expert and advisor, best selling CX author, and in-demand keynote speaker. According to Jay, when it comes to CX, actions speak much louder than words. And yet, so many companies claim to be ‘customer obsessed’ right up to the moment they have to take action. In this episode, Jay breaks do...
Meeting customers where they are with Rachel Sheriff, LogicMonitor
March 03, 2022 10:00 - 22 minutes - 23 MBLeveraging technology while maintaining personal touch is a challenge all CX leaders face. Rachel Sheriff, VP of Global Customer Success at LogicMonitor, shares how she balances efficiency with connection using her “tech touch” approach. Rachel also breaks some news to us: We're all in the business of sales. Though this doesn’t often look like what we think of as sales. Listen in to learn how to sustainably differentiate yourself, which metrics to use as your North Star, and best practic...
Meeting Customers Where They Are with Rachel Sheriff, LogicMonitor
March 03, 2022 10:00 - 22 minutes - 23 MBLeveraging technology while maintaining personal touch is a challenge all CX leaders face. Rachel Sheriff, VP of Global Customer Success at LogicMonitor, shares how she balances efficiency with connection using her “tech touch” approach. Rachel also breaks some news to us: We're all in the business of sales. Though this doesn’t often look like what we think of as sales. Listen in to learn how to sustainably differentiate yourself, which metrics to use as your North Star, and best practices...
Getting Deliberate about Change Management with Jim Tincher, Heart of The Customer
February 17, 2022 10:00 - 28 minutes - 28.6 MBYou conduct the surveys, you look at the metrics, you map the journeys–and then you change to get better results next time. Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is all about. In this episode, Jim shares tactics from groups who are intentional about change management and shines light on who is best suited to take your organization in a new direction. As the discussion unfolds, you’ll learn how to evolve along w...
Keeping CX Simple with Dixie Dunn, JFrog
February 03, 2022 10:00 - 29 minutes - 29.3 MBAs a CX leader, how do you stay grounded in our fast-moving, complex world? Dixie Dunn, VP of Customer Experience at JFrog, keeps it simple. She brings clarity to the chaos using tried-and-true methods to prioritize customer outcomes. She finds focus by mapping the customer journey, identifying critical interactions, measuring them, and making them better. Dixie lets us in on her approach, sharing the questions she asks herself and how she breaks complicated processes into bite-sized comp...
Empowering Real Customer Success with Dan Gingiss, The Experience Maker
January 20, 2022 10:00 - 28 minutes - 28 MBIronically, customer success teams don’t always focus on making customers successful. What would it look like to truly maximize the value customers get out of our product? CX speaker and writer Dan Gingiss knows that remarkable customer experiences are the best sales and marketing strategies. When customers see results from our products, they’ll stick around. And they’ll gladly tell their friends about us. Tune in to hear the Experience Maker himself share common CX mistakes and tips for ...
Predicting and Preventing Churn with Vikas Bhambri, Kustomer
January 06, 2022 10:00 - 27 minutes - 26.8 MBCan you over-invest in CX? Vikas Bhambri, SVP, Sales & CX at Kustomer, doesn’t think so. Throwing money at CX isn’t the solution, though. Vikas is frustrated that we’ve invested so many resources in technology that should enable incredible CX, yet we neglect the basics of serving customers well. Vikas reminds us of the importance of contextualized data in CX. When used correctly, we can understand our customers and provide them with the help they need to avoid obvious mistakes. Data ca...
The Great Retraining with Rod Cherkas, HelloCCO
December 23, 2021 10:00 - 25 minutes - 25 MBThe Great Resignation of 2021 has left many organizations reeling, but we need to respond to its rippling effects. Rod Cherkas, CEO and Principal at HelloCCO, gives his advice for managing this transition, balancing cost and growth, and optimizing learning. Rod shares tips for creating a personalized experience at scale. Strategically using a mix of high-touch and self-service approaches allows organizations to manage their limited people and time well. Join us for a conversation that wil...
The Meaning Behind Your Metrics with Lucy Norris, Synamedia
December 09, 2021 10:00 - 26 minutes - 26.4 MBCustomer success teams love to throw around KPIs like NPS, but do these numbers really provide insight into our customers’ experience? Lucy Norris, Chief Customer Success Officer at Synamedia, emphasizes the importance of the "why" behind your metrics, and why you need to complement quantitative indicators with qualitative ones. Diving into the context behind your KPIs reveals blindspots, connects the dots between different parts of your organization, and provides valuable insights. Yo...
Focusing on Customer Behavior with Shep Hyken, Shepard Presentations
November 25, 2021 10:00 - 27 minutes - 27.6 MBA multitude of customer-centric metrics can be helpful data points for CX leaders, but there’s a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes, they’re not even an accurate picture of the past! CX Speaker and Author Shep Hyken of Shepard Presentations shares a better way to understand how customers feel about your product or service: their actions. That’s right - the best way to gauge cust...
Why Customer Happiness Shouldn’t Be Your Top Priority with Mike Sasaki
November 11, 2021 10:00 - 20 minutes - 19.3 MBEscalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate. Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run. For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about cust...
Building a CX Legacy with Nate Brown, CXO of Officium Labs
October 28, 2021 09:00 - 22 minutes - 22.3 MBGetting your whole company bought into the importance of customer experience is no small task. Yet, it’s one that’s critical to your success. Nate Brown, CXO at Officium Labs, joins the show to share why. From revealing his CX pet peeves to calling out inauthentic leaders, Nate doesn’t hold back. He explains how aligning your marketing, product, and CX enables a frictionless experience. Listen to the conversation for some tough love, helpful insights, and practical ways to build a CX legacy.
Introducing Flourish CX
October 18, 2021 15:32 - 1 minute - 1.35 MBThere’s no argument. The world is changing seemingly every second. And when it comes to the business, the standards are at an all time high and climbing. Customers don’t just want more they expect it. And they don’t care if you’re B2B.Flourish CX is the show for empowering those of us who are in the trenches. Those of us putting in the work to create exceptional experiences when the world asks for more we’re ready to help you deliver while giving exclusive access to inside the minds of those...