Questions for now - Compelling perspectives on digital CX
124 episodes - English - Latest episode: 17 days ago - ★★★★★ - 3 ratingsListen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
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Episodes
How I raised Net Promoter Score from 8 to 68 - Alan McNab, MD EMEA of Velocidi
March 13, 2018 12:32 - 31 minutes - 29.5 MBDo your customers trust you? Do they trust your brand and believe what that what you say about your own company and value proposition is true? It’s a simple question but often a very difficult one to answer – but being able to answer it is imperative because trust is at the very heart of a successful relationship with your customers. It is also central to critical scores like NPS. Our guest in this episode can help. Alan McNab has decades of experience working with customers in companies lik...
Scaling CX - A talk with Airbnb's head of global customer experience
March 05, 2018 01:25 - 39 minutes - 36 MB(Previously recorded as Voxpro - powered by TELUS International) When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she ...
Airbnb - Aisling Hassell, Head of Global CX
March 04, 2018 21:25 - 39 minutes - 36 MBWhen you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? The answers are all in this episode of Voxpro Studios. Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has learne...
7 imperatives for moving your customer experience to the next level
February 19, 2018 00:45 - 24 minutes - 22.9 MB(Previously recorded as Voxpro - powered by TELUS International) If your customer measures (CSAT, NPS, etc.) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level delves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin re...
7 Imperatives for Moving your Customer Experience to the Next Level.
February 18, 2018 20:45 - 24 minutes - 45.2 MBIf your customer measures (CSAT, NPS etc) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. 'The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level' delves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin reveals how this knowledge can start moving those measures in the r...
7 Imperatives for Moving your Customer Experience to the Next Level.
February 18, 2018 20:45 - 24 minutes - 22.9 MBIf your customer measures (CSAT, NPS etc) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. 'The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level' delves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin reveals how this knowledge can start moving those measures in the r...
Jeffrey Puritt - President & CEO, TELUS International
February 05, 2018 09:58 - 27 minutes - 25.8 MBHow can Chatbots and human agents work together to deliver an exceptional customer experience? How can you leverage big and small data to build customer loyalty? TELUS International handles over 200m customer interactions annually; in this episode, the company's president and CEO, Jeffrey Puritt, reveals why cutting-edge technology must be combined with the human touch for the delivery of world-class CX. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https...
Artificial Intelligence in 2018 - Brendan O'Driscoll, Founding CEO of Soundwave (acquired by Spotify)
January 31, 2018 15:41 - 12 minutes - 11.6 MBArtificial Intelligence expert Brendan O'Driscoll on the 4 key AI developments that we will see emerging in 2018. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Rod Jones - the man who helps CX Leads make better decisions
January 21, 2018 20:49 - 27 minutes - 25.2 MBDo you need to make more informed decisions about CX, ROI, Contact Centres, and many other critical aspects of your role? Rod Jones is one of the most experienced CX and contact centre consultants you will meet. In this episode he talks about: How to get C-Level buy-in for CX; The return to 'Common Sense' Customer Service; The rise of the Super-Agent; and why the 1960's was the heyday of CX, Drugs and Rock n Roll. See Privacy Policy at https://art19.com/privacy and California Privacy Notic...
Leadership coaching - Insights from tech giant Airbnb (with Renn Vara)
January 08, 2018 00:02 - 31 minutes - 29 MB(Previously recorded as Voxpro - powered by TELUS International) Leadership coach Renn Vara (Co-founder, SNP Communications) helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode, Renn reveals: The late-night phone call he had with Brian Chesky that changed everything for Airbnb How great entrepreneurs can become great leaders Why money is the biggest corrupting factor for successful tech leaders The leaders he had to walk away from Why...
Renn Vara - Airbnb Leadership Coach & Co-Founder, SNP Communications
January 07, 2018 20:02 - 31 minutes - 29 MBRenn Vara helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode Renn reveals: The late-night phone call he had with Brian Chesky that changed everything for Airbnb How great entrepreneurs can become great leaders Why money is the biggest corrupting factor for successful tech leaders The leaders he had to walk away from Why the best way to destroy your customer base is to treat your staff badly Why we should all learn more about Warren Buffe...
Renn Vara - Airbnb Leadership Coach & Co-Founder, SNP Communications
January 07, 2018 20:02 - 31 minutes - 57.5 MBRenn Vara helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode Renn reveals: The late-night phone call he had with Brian Chesky that changed everything for Airbnb How great entrepreneurs can become great leaders Why money is the biggest corrupting factor for successful tech leaders The leaders he had to walk away from Why the best way to destroy your customer base is to treat your staff badly Why we should all learn more about Wa...
Cogs and Marvel - Roisin Callaghan, CEO C&G USA
December 24, 2017 19:02 - 25 minutes - 23.6 MBYour teams are your most powerful brand ambassadors. There should be no difference between how you treat your team and how you treat your customers - and company-led events are central to how you can achieve this parity. Rosin Callaghan runs events (experiences) for the biggest tech companies in the world - this episode reveals how she does it to a world-class standard. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-...
Vivino - Chad Boonsupa, Global VP of Customer Experience
December 10, 2017 20:44 - 28 minutes - 26.4 MBHow will you and your team handle the 'perfect storm'? Can small startups have the same world-class customer experience as a Fortune 500 company? What are the only three metrics you need to measure? This Disney-trained CX leader, who compares his job to a Broadway production, has the answers. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Getting personal: Leveraging the power of IoT and big data (with Strava)
November 27, 2017 13:50 - 21 minutes - 20.1 MB(Previously recorded as Voxpro - powered by TELUS International) Big data is rocket fuel for customer experience. Strava is the social networking app for tens of millions of athletes, and the data collected from their wearables and devices allows the company to provide them with a world-class experience. In this episode, Stava's co-founder Mark Gainey explains how. Visit our website to learn more about TELUS International.
Strava - Mark Gainey, Co-founder & Chairman
November 27, 2017 09:50 - 21 minutes - 20.1 MBBig data is rocket fuel for customer experience. Strava is the social networking app for tens of millions of athletes, and the data collected from their wearables and devices allows the company to provide them with a world-class experience. In this episode, Stava's co-founder Mark Gainey explains how. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Peter Ryan - Ryan Strategic Advisory
November 22, 2017 10:37 - 18 minutes - 17.5 MBAre you ready to roll out Bots? Should you be considering video chat as a channel? How can CX leads do more for customers with less budget? Influential industry analyst Peter Ryan gives his expert analysis on these key topics, and a lot more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Peter Ryan - Ryan Strategic Advisory
November 22, 2017 10:37 - 18 minutes - 34.5 MBAre you ready to roll out Bots? Should you be considering video chat as a channel? How can CX leads do more for customers with less budget? Influential industry analyst Peter Ryan gives his expert analysis on these key topics, and a lot more.
Asana - Brian Boroff, Head of Customer Success, Services and User Operations
November 12, 2017 19:13 - 35 minutes - 32.8 MBBrian Boroff left Apple to build the customer experience operations of Asana – a fast-growing SaaS company with a product that helps teams work more effectively. In this interview, he talks about the central role of CS in SaaS, how to build highly effective user profiles, the curse of ‘tool fatigue’, and what’s next for CX. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
GoFundMe - Morgan Wood, Head of Customer Happiness
October 29, 2017 10:19 - 22 minutes - 20.8 MBRapid response time is the holy grail of Customer Experience. Not only do customers have a higher opinion of companies that respond to them quickly, they also spend more money with them. In this episode, Morgan Wood of GoFundMe describes that company's 5-minute response time policy, and the training and ergonomics required to achieve it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Spotify - Chug Abramowitz, VP of Customer Support and Social Media
October 14, 2017 13:30 - 29 minutes - 27.1 MBSpotify has two hundred million customers - and counting. The company's Head of CS has developed a strategy that he claims keeps 99% of them happy. In this episode, he explains how. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Spotify - Chug Abramowitz, VP of Customer Support and Social Media
October 14, 2017 13:30 - 29 minutes - 53.7 MBSpotify has two hundred million customers - and counting. The company's Head of CS has developed a strategy that he claims keeps 99% of them happy. In this episode, he explains how.
Nest Labs - John Moses, Head of Customer Support
October 14, 2017 13:18 - 45 minutes - 41.7 MBJohn Moses is one of the true visionaries of Customer Experience. John is Head of Customer Support at Nest Labs, the market leader in home automation. In this episode he talks about: How joining Nest felt like being let out of a cage Why he encourages his agents to rip up the script and have human conversations How failing to invest in CS may save you ten cent but will cost you a dollar Why Steve Jobs had the wrong attitude to Customer Support Which tech companies he rates highly for their...
Voxpro Studios - Trailer
October 08, 2017 19:42 - 2 minutes - 4.7 MBWhat separates the worlds most successful companies from all the rest? World-class Customer Experience. This brand new podcast series from Voxpro Studios brings you rare interviews and insights from Masters of CX. Check out this trailer for a taste of what's to come. You'll hear insightful soundbytes from John Moses of Nest Labs, Chug Abmramowitz of Spotify and Morgan Wood of Gofundme. For the full interviews, subscribe!!