Latest Customercentric Podcast Episodes
Episode 009: 5 Tactical Strategies to Elevate CX Now
Experience Matters - February 09, 2022 23:14 - 37 minutesIn this podcast episode, Sean and Nate discuss: How consumer behaviors have changed drastically and what this means for brands. How to navigate the VarientVerse - saying hello to the new normal. How to better equip and protect your agents. How to leverage Mission-Driven CX and establish a Br...
Keeping CX Simple with Dixie Dunn, JFrog
Flourish CX - February 03, 2022 10:00 - 29 minutesAs 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 ...
Empowering Real Customer Success with Dan Gingiss, The Experience Maker
Flourish CX - January 20, 2022 10:00 - 28 minutesIronically, 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....
Predicting and Preventing Churn with Vikas Bhambri, Kustomer
Flourish CX - January 06, 2022 10:00 - 27 minutesCan 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 we...
The Great Retraining with Rod Cherkas, HelloCCO
Flourish CX - December 23, 2021 10:00 - 25 minutesThe 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 pers...
Episode 008: Navigating The Arise Acquisition- What's next?
Experience Matters - December 13, 2021 12:20 - 15 minutesMeet our guests: Jonathan Shroyer has been a customer service professional and leader for over 23+ years, leading large teams at established companies such as Microsoft, Monster, Symantec, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry...
The Meaning Behind Your Metrics with Lucy Norris, Synamedia
Flourish CX - December 09, 2021 10:00 - 26 minutesCustomer 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 quantitat...
Episode 007: We have big news!
Experience Matters - November 29, 2021 14:30 - 29 minutesMeet our guests: Jonathan Shroyer has been a customer service professional and leader for over 23+ years, leading large teams at established companies such as Microsoft, Monster, Symantec, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry...
Focusing on Customer Behavior with Shep Hyken, Shepard Presentations
Flourish CX - November 25, 2021 10:00 - 27 minutesA 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! ...
Why Customer Happiness Shouldn’t Be Your Top Priority with Mike Sasaki
Flourish CX - November 11, 2021 10:00 - 20 minutesEscalations, 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 i...
Building a CX Legacy with Nate Brown, CXO of Officium Labs
Flourish CX - October 28, 2021 09:00 - 22 minutesGetting 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 ba...
Introducing Flourish CX
Flourish CX - October 18, 2021 15:32 - 1 minuteThere’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...
Episode 006: How to Make Culture the Backbone of Your CX with Denise Lee Yohn and Kyle Hamm
Experience Matters - July 15, 2021 12:00 - 35 minutesMeet our guests: Denise Lee Yohn has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Her keynote presentations have captivated international audiences at conferences including TEDx, the Consumer Electronics Sho...
Episode 005: How To Reframe Our Perspective Around Patient Experience with Jeannie Walters and Brian Carlson
Experience Matters - June 24, 2021 13:00 - 42 minutesWelcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results. Our host, Nate Brown is joined by ...
Episode 004: How To Enhance Both The Perceptions And Outcomes Of Your Customers with Mary Drumond and Paula Friedrich
Experience Matters - June 10, 2021 13:00 - 42 minutesWelcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results. Our host Nate Brown is joined by P...
54. Disrupt yourself: Marketing like a startup w/ Pablo Marvel
Brand Land - May 25, 2021 11:30 - 32 minutesThe excitement of a new product or service, the tingle of uncertainty, the ambition that makes you throw caution to the wind — these are all parts of what make up the thrill of marketing a startup. But can you use those same things to drive the marketing within an existing company? It was thi...
53. Planning your brand story post-lockdown w/ Megan Fink
Brand Land - May 18, 2021 11:30 - 27 minutesThe 2020 Covid-19 pandemic pulled the rug out from pretty much every business in the world, and brands had to quickly learn to adjust. Some adjusted well, and others, sadly, were unable to ride the coronavirus wave. We wanted to know what strategies might have made a difference between the br...
Episode 003: Embedding Customer Centricity Since Day One with Joanna Dos Santos and John Pompei
Experience Matters - May 14, 2021 13:10 - 34 minutesMeet our guests: Joanna Dos Santos is the Head of Customer Experience at Mid-Day Squares, a chocolate company located in Canada and currently scaling into the USA, which offers functional chocolate bars that are fully organic, vegan, nonGMO, gluten and soy free. John Pompei is a results-orie...
52. Setting yourself apart in a saturated market w/ Liz Comer
Brand Land - May 11, 2021 11:30 - 29 minutes - VideoAs good as your product and messaging might be, the truth is that there will always be other brands competing with you to sell the same product (or similar products) to the same audience. So what can you do to stand out from the crowd? Liz Comer, Director of Marketing and Communications at Sil...
51. Keys to more collaborative design consultations w/Sadie Koehler
Brand Land - May 04, 2021 11:30 - 40 minutes - VideoWhen someone from a technical discipline needs to collaborate with someone from a more creative discipline, it can be a challenge for both sides to communicate their needs and ideas in a way that moves the project forward. This week we sat down with Sadie Koehler, Associate Creative Director a...
Episode 002: Diversity and Inclusion at the Heart of Your CX Initiative with Clare Muscutt and Shameem Smillie
Experience Matters - April 29, 2021 12:00 - 33 minutesMeet our guests: Clare Muscutt is the founder of a unique community for women in Customer Experience. Launched on International Women’s Day 2021. WiCX is an online membership community for women united by a common interest in CX. It offers a platform to the women in our community, along with cu...
50. Leveraging the power of packaging with A/B testing w/ Michael Keplinger
Brand Land - April 27, 2021 11:30 - 25 minutes - VideoWhether you’re working with digital products or physical items, packaging matters. In fact, your packaging may be the only interaction a customer has with your brand, so it’s important to make it count. But where do you start? This week we sat down with Michael Keplinger, Director of Strategy ...
49. The keys to aligning your brand and customer experience w/ Christopher Wallace
Brand Land - April 20, 2021 11:00 - 27 minutes - VideoIn past Brand Land episodes we’ve talked a lot about the importance of communication and consistency within a company, especially when it comes to marketing messaging. But what exactly should you be doing to ensure that the actions and speech of your frontline employees are aligning with corpora...
Episode 001: Achieving a Mission-Driven Customer Experience with Jeanne Bliss and Katie Hunt
Experience Matters - April 15, 2021 12:00 - 27 minutesMeet our guests: Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her ...
48. Reaching the unreachable with targeted marketing w/ Colin Jeffries
Brand Land - April 13, 2021 11:30 - 36 minutes - VideoMarketing is all about using the right tools to reach your ideal customer. But when your ideal customer is transient, unemployed and has no transportation — what tools do you use then? This week Garrett and David sat down with Colin Jeffries, fellow podcaster at Take5 and Director of Marketing...
47. How to build a strong brand with PR w/ Ashley Murphy (Brennan)
Brand Land - April 06, 2021 11:30 - 18 minutesMarketing and PR are like fraternal twins that often get mistaken for identical twins. Despite being similar in purpose, they’re markedly different in approach, but that doesn’t mean they can’t work together — in fact, they’re more powerful when they do. This week I sat down with Ashley Murphy...
46. Take control of your stories, take control of your brand w/ Gabrielle Dolan
Brand Land - March 31, 2021 15:04 - 35 minutesMarketing professionals know that storytelling is a powerful marketing tool, but how do you discover your brand’s most impactful stories, and how do you tell them? Gabrielle Dolan is the founder of Jargon Free Fridays and the author of six books about storytelling in business. This week we sa...
45. Empowering employees or policing them? How to build brand at scale w/ Tali Thomason
Brand Land - March 23, 2021 11:30 - 31 minutesEvery marketing professional dreams of being part of a company where everyone not only understands the purpose of marketing but also uses on-brand marketing tools appropriately and effectively with little to no assistance. When Tali Thomason was faced with a bigger workload than her small mar...
44. When CX becomes obsession w/Pam Piligian
Brand Land - March 16, 2021 11:30 - 24 minutesKnowing your customer is standard marketing practice, but becoming obsessed with them can elevate your customer service to a whole new level. In this week’s episode of Brand Land, Pam Piligian, SVP of Marketing and Communications at Navy Federal Credit Union, shared real-life examples of how he...
43. Why brand valuation matters with Ron Zwerin
Brand Land - March 09, 2021 18:58 - 28 minutes“Brand valuation” may seem like a vague, subjective concept, but as I learned after speaking with Ron Zwerin, Executive Vice President of Marketing, Communications & Brand at the National MS Society, it’s anything but. In fact, a brand’s valuation is a specific dollar amount — a mathematicall...
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