Latest Customercentric Podcast Episodes
A Step Ahead of Customer Expectations: Jeremy Hyde of Sun Country Airlines
Experience Matters - June 29, 2023 15:42 - 31 minutesJeremy Hyde packs a SERIOUS punch in this dynamic episode. From evolving customer expectations, to forging the circle of psychological safety with employees, to creating a "Voice of the Agent" playbook, this conversation has something for every CX leader.
Accelerated CX Innovation: Aaron Eden of Intuit
Experience Matters - June 13, 2023 14:36 - 32 minutesAre you feeling stuck on the path of your CX transformation? This episode with Aaron Eden of Intuit is exactly the kick you need. We share tremendous insights on how to drive customer-centric innovation that will yield huge results in an accelerated timeframe. From "The Lean Start-In" to the famo...
Embracing Voice of Customer: Jenny Dempsey
Experience Matters - May 16, 2023 15:05 - 26 minutesIn this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, cre...
A Contagious CX Energy: Octavius Rubby
Experience Matters - April 18, 2023 14:30 - 29 minutesGreat experiences are created by great people. Octavius is one of those exceptional individuals who is creating CX magic with every interaction. He is a wonderful example of the type of CX talent most organizations are desperate to find. This dialogue gives us the unique and wonderful opportunity...
The Growth Experience: Jonathan Shroyer of Arise
Experience Matters - April 04, 2023 13:09 - 31 minutesJoin Jonathan Shroyer, Chief CX Innovation Officer at Arise, as we discuss culture building, unlocking creativity across the organization, and fostering a positive growth mentality personally and professionally.
The Digital Experience: Rick DeLisi Co-Author of "Digital Customer Service"
Experience Matters - March 21, 2023 13:45 - 26 minutesJoin Rick DeLisi, a master of all things customer loyalty, as he explores the increasing role of digital channels in the overall customer experience. Create seamless interactions while guiding customers to the very best resolution path!
Bringing The Pieces Together: Tanya Thomas of Experian
Experience Matters - February 10, 2023 19:11 - 34 minutesTanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transfo...
Episode Four: Bringing The Pieces Together with Tanya Thomas of Experian
Experience Matters - February 10, 2023 19:11 - 34 minutesTanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transfo...
The Player Experience Episode: Dylan Servantes of Hit Factor
Experience Matters - January 31, 2023 14:38 - 36 minutesJohn John Pompei of Arise and Dylan Servantes of Hit Factor as they discuss the fascinating and ever-changing landscape of Player Experience. There is so much to learn no matter what industry you are in from the dynamic things that are unfolding in the gaming space.
Creating Brand Ambassadors: Shana Kelly of DICK'S Sporting Goods
Experience Matters - January 10, 2023 20:00 - 27 minutesJoin Nate Brown as he interviews the incredible Shana Kelly, Senior Director of Athlete Engagement for DICK'S Sporting Goods. Shana is doing remarkable things to engage her team and her customers...creating meaningful work and generating life-long brand ambassadors along the way!
The Experience Ecosystem: Embracing It All
Experience Matters - December 08, 2022 17:19 - 21 minutesWe are BACK with the Experience Matters podcast! Things start off with a bang featuring Rich Wilder, The Director of Customer Experience at CHEP. We discuss the complexities of the larger experience ecosystem...acknowledging several things that are out of our control. Rich provides insights on ho...
Product Content: The Unsung Hero of CX
Flourish CX - October 27, 2022 09:00 - 19 minutesThe 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 o...
Creating Phenomenal Customer Micro-Moments with Content with Jeannie Walters, Experience Investigators
Flourish CX - September 29, 2022 09:00 - 25 minutesHow 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 o...
Content Experience Drives Customer Experience with David Hoare, ServiceNow
Flourish CX - September 15, 2022 09:00 - 21 minutesThe 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 presale...
Connecting CX to Product Marketing with Carla Guzzetti, Extreme Networks
Flourish CX - September 02, 2022 17:03 - 23 minutesAre 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 unders...
Letting the Customer Define CX with Nanhi Singh, Imperva
Flourish CX - August 18, 2022 09:00 - 23 minutesAre 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...
CX is a Long Game. Relationships are Everything with Judi Hand, TTEC
Flourish CX - August 04, 2022 09:00 - 23 minutesAre 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 ...
Creating a Foolproof Feedback Loop with Naren Dukkipati, Mastercard
Flourish CX - July 21, 2022 09:00 - 24 minutesAre 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, ...
Creating a Customer-Led Culture with Debra Squyres, HackerRank
Flourish CX - July 07, 2022 09:00 - 17 minutesYour 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 cust...
CX Ownership, Accountability, and Delivery with Bill Staikos, Medallia
Flourish CX - June 23, 2022 09:00 - 34 minutesDoes 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 custom...
Connecting CX to Your Bottom Line with Greg Kihlstrom, GK5A
Flourish CX - June 09, 2022 09:00 - 25 minutesThe 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 ca...
Getting Data to Those Who Can Use It with Rachel Lane, Medallia
Flourish CX - May 26, 2022 09:00 - 29 minutesWhen 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 g...
Data-Driven Customer Centricity with Dominic Constandi, ZoomInfo
Flourish CX - May 12, 2022 09:00 - 30 minutesDominic 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 ar...
Mining Metrics For All Their Worth with John O’Melia, Contentsquare
Flourish CX - April 28, 2022 09:00 - 25 minutesEvery 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 futu...
Taking CX To The Next Level Through A CS Lens with David Sakamoto, GitLab
Flourish CX - April 14, 2022 09:00 - 21 minutesDavid 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...
Delivering on Outcomes, Not Metrics with Jon Mell, Board Intelligence
Flourish CX - March 31, 2022 09:00 - 20 minutesAre 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 appropri...
CX Isn’t One Thing, It’s ALL the Things with Jay Baer, Convince & Convert
Flourish CX - March 17, 2022 10:00 - 26 minutes“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,...
Meeting customers where they are with Rachel Sheriff, LogicMonitor
Flourish CX - March 03, 2022 10:00 - 22 minutesLeveraging 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 bus...
Meeting Customers Where They Are with Rachel Sheriff, LogicMonitor
Flourish CX - March 03, 2022 10:00 - 22 minutesLeveraging 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 busin...
Getting Deliberate about Change Management with Jim Tincher, Heart of The Customer
Flourish CX - February 17, 2022 10:00 - 28 minutesYou 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 fr...
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