Latest Customerfirstleadership Podcast Episodes
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...
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...
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...
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...
Related Customerfirstleadership Topics