PODFOLIO

🎧 Data Strategy and Customer Experience (with Google and Albertsons)

#DataScience #CustomerExperience Data is central to how companies compete, nurture customer relationships, and develop brand loyalty through end-to-end customer experience. In this environment, data strategy is crucial to business success. But, who should be responsible for the data strategy? Who owns the customer and operational data.

🎧 How To Create the Best Customer Experience for Your Company with Reddit’s Evan Hamilton

In This Episode…We talk with Evan Hamilton from Reddit about customer experience. Customer experience is vital for a company. It can keep a customer happy and make them lifelong customers or turn them away forever. We talk about how to invest and not overinvest in the customer experience. We talk about NFTs, Web3, consumer advisory board, and more.

🎧 Net Dollar Retention: The One Metric SaaS Companies Should Focus On with Firaas Rashid #176

Firaas Rashid is CEO and founder of Hook, a predictive data platform that empowers Customer Success teams. Hook is transforming B2B SaaS by providing accurate revenue predictions and intelligent, actionable insights to secure more customer renewals. Firaas founded Hook in late 2020 and has already raised millions in funding from some of the top investors and company founders in Europe.

🎧 10 Principles of Customer-Centricity Featuring Annette Franz

How Winning Organizations are Built Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization.

🎧 Creating a Customer-Centric E-Commerce Experience – Matt Edmundson

Too often, e-commerce sites are all about the products, not taking into consideration customer experience. Discover how to create a successful, customer-centric online store.

🎧 Unlocking The Future: How To Use Data To Predict Your Customers Next Move

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers’ next move in your customers’ past behavior.

🎧 Joe Welu: FinTech CX Leader Talks on How to Build a Total Solution

Joe Welu is the founder and CEO of Total Expert, the fintech software leader that launched the first customer experience platform purpose-built for modern financial institutions.  Since 2015, Joe has led Total Expert’s vision, culture and growth to nearly 300 employees today.  The company powers RM, marketing and customer engagement for more than 150 companies-from leading community banks and credit unions, to 3 of the nation’s top 10 banks, and 9 of the top 15 mortgage lenders.

🎧 Ep217: The Impact Of Preparedness Towards Audience Experience – Jeffrey Mason

It is incredibly fascinating to chat with Jeffrey Mason in this episode. He shares tons of golden nuggets about establishing the proper discipline, paying attention to details, asking the right questions, and creating connectivity and compatibility with your guests. All in all, to really deliver a better customer experience to your audience and positively impact the end results of your show.

🎧 Stephen Diorio – Evaluate Your Responsibilities to Grow Customer Lifetime Value

In this episode, we talk about the challenges and changes emerging from executives who are now responsible for the entire customer life cycle, and my guest talks about the air gaps, failure points and the overall experience, spanning sales, marketing and service. You have got to get and read the latest book by Stephen Diorio, Revenue Operations: A New Way to Align Sales and Marketing, Monetize Data, and Ignite Growth; it will change your perspective on modernising revenue generation systems   0:00 Evaluate your responsibilities to grow customer lifetime value.

🎧 Conversational Data & How We deliver it to Businesses and Government, Podcast

“If you think about how we communicate today and the convergence of technology, it’s said that around 80% of calls are augmented with digital – which means the types of calls we make are for the most part quite deliberate and full of contextually rich information. Meaning the type of conversations that hold meaningful data.

🎧 How to Increase Your ROI Through Stellar Customer Experience with Adam Pearce

On this episode of Link Up Leaders, Francois and Lisa are chatting with Adam Pearce, CEO and Co-Founder of Blend Commerce to discuss how Shopify Sellers can create a stellar customer experience through their eCommerce store. — 💥About Our Guest!💥 Adam is the co-founder and CEO of Blend Commerce, the eCommerce Customer Experience Agency.

🎧 Immersive Content Experiences with Jamie Gier

Jamie Gier is CMO of Ceros, helping top brands like NBC Universal, United Airlines, and United Healthcare create immersive content experiences. In our always-on world, customers are looking for greater connection with their brands. This isn’t easy as there’s more noise than ever. We discussed how brands can stand out with immersive content, this week on the On Brand podcast.

🎧 375 What Customers Hate by Nicholas Webb

What Customers Hate: Drive Fast and Scalable Growth by Eliminating the Things that Drive Business Away by Nicholas Webb About the Book: This book will teach you how to eliminate what customers hate and lead your market and customer satisfaction. Whether you’re selling to consumers or business-to-business (B2B), perfection in the marketplace does not exist.

🎧 WBSP273: Grow Your Business by Learning To Implement Customer-Centricity Framework w/ Paula Courtney

What comes to mind when you think of loyalty erosion? Do you currently have a formal loyalty plan, measurement, or metrics in place? Well, most SMB companies don’t even understand how to take advantage of customer-experience-driven innovations. The customer experience is certainly an untapped area for most organizations and where bigger companies have a true edge.

🎧 175) #ExponentialInsights – From Impressed to Obsessed: Why You Need to Invest in Customer Experience

Companies subject their customers to unthinkable indignities every day. It’s time to inject more humanity into our interactions with our customers. It’s time to imbue our interactions with more emotional resonance. It’s time to improve the customer experience. That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting.

🎧 Mike Vermillion on Prioritizing Customer Experience

Mike Vermillion of J.D. Power and Associates joins the Jeffs to talk about the importance of customer experience and Net Promoter Score (NPS). They unpack: •What NPS is and how organizations can deploy it •The connection between company culture and customer experience •Innovations that will change the customer journey Follow Us on Facebook, Instagram, or Twitter Get in touch InnovationJunkie.com 

🎧 Experience Strategy Predictions and Precautions for 2022

The pandemic has influenced every aspect of how we deliver customer experiences. We are joined today by experience strategy pioneers Colin Shaw and Joseph D. Pine to make predictions about what the new normal will look like… and recommendations about what it should look like. Will 2022 be the year today’s companies step forward into the future or will they stay stuck in the past.

🎧 5 Reasons You Lose Customers with Paula Courtney

5 Reasons You Lose Customers with Paula Courtney Paula Courtney and Joe Lynch discuss 5 reasons you lose customers. Paula is the CEO of The Verde Group, a Customer Experience (CX) research consultancy specializing in measuring, tracking and improving the specific customer experiences statistically linked to growing revenue, market share, and customer life-time value (LTV).

🎧 Enhancing the Customer Experience and the Digital User Experience, with Jennifer Shaheen

In this HCI Podcast episode, Dr. Jonathan H. Westover ( talks with Jennifer Shaheen about enhancing the customer experience and the digital user experience. See the video here: Jennifer Shaheen ( the eMarketing and Technology Therapist®, is an expert at helping companies use technology to take advantage of effective marketing strategies and increase business productivity.

🎧 Earning the Customer Relationship with Vista’s Ricky Engelberg

Ricky Engelberg is the Executive Vice President and Chief Marketing Officer at Vista. Vista is a marketing partner to millions of small businesses around the world. As CMO, he oversees important functions such as customer experience and digital product. In this episode Alan and Ricky discuss his early career in the entertainment industry in Athens, Georgia, and how that has shaped his career and how he sees the world today.

🎧 156: How to Achieve and Sustain Customer Success – Formula Explained with Aaron Thompson

Aaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs.

🎧 Customer Experience: Tips on How To Delight Your Customers To Improve Branding | Ep. 6

Episode Summary Have you ever seen customer surveys on a website asking this simple question? On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?” This is essentially a customer feedback question to determine how loyal a customer is to their brand. Research by a financial services company found that 86% of their loyal customers are willing to pay more for a positive experience.

🎧 How to Embrace Customer-Centricity

How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do.  Customer-centricity has never been more important, but what customers are looking for is changing.

🎧 172 Chris Caracci – The Customer Experience

We’ve all been there: You go to a local business, or visit a hotel, or go online to make a purchase, and the experience is awful. If it’s bad enough, you decide to never go back again. Which means the business – at a minimum – has lost a customer. In today’s competitive market, no business can afford to lose customers.

🎧 The Future of Modern Selling with Ethan Beute & Steven Pacinelli

I’m doing things a little differently with this episode of The Modern Selling Podcast. Because instead of me interviewing a guest, I want to share an interview I did with Ethan Beute and Steven Pacinelli of BombBomb as part of their The Customer Experience Podcast. We had a great in-depth discussion on customer success, prospecting, and how to master the art (and science) of modern sales.

🎧 180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi

What matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment. In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.

🎧 How Unified Customer Data Can Help Advance Your Contact Center

In this LinkedIn Live episode of the Futurum Tech Webcast — Interview Series, I’m joined by James Riseman, Director of Product Marketing for Treasure Data for an extremely timely conversation about the value Customer Data Platforms (CDPs) can bring to teams outside of sales and marketing. CDPs have quickly become an integral part of MarTech stacks, connecting customer data from multiple touchpoints like social media, websites, in-store, and others.

🎧 How to Succeed at the Customer Experience (Ukraine Special)

Find Anastasia Vladychynska’s masterclasses at: Help Anastasia and over 120 other businesswomen, who have been forced to flee Ukraine, by attending a virtual masterclass on keeping your clients, creating a positive customer experience, and changing your employee’s attitudes about customer service.

🎧 Ep 63 : Jennifer Clinehens on Growth Hacking Marketing Using Behavioural Science & Psychology, Creating a Customer Experience that Sings !

How do we use Nobel prize-winning science to predict the choices your customers will make?  How behavioural science can help in understanding customer decision  making  process ? What’s the C.H.O.I.C.E model ? How do we design choice environment that gets people to buy ? How do we apply behavioural science to construct a customer experience that sings .

🎧 Robert Padron, EVP & Chief Growth Officer, Arise Virtual Solutions Inc, A DotCom Magazine Interview

About Robert Padron and Arise Virtual Solutions Inc: Transformational C-Level executive offering over 25 years of success in growing companies that provide customer service, sales and retention operations to major brands. Significant expertise in delighting customers by leading high performing teams, evolving the customer experience to exceed expectations and implementing scalable contact center solutions through omni-channel platforms that meet customer needs utilizing at home virtual environments and traditional brick and mortar solutions (on-shore, nearshore and offshore) while maintaining

🎧 Nicole Wojno Smith Confronts the Role of Brand in the Modern Customer Journey

Tackle.io’s VP Marketing, Nicole Wojno Smith stops by the Oktopost’s Radically Transparent podcast to talk through the challenges of B2B marketing in a modem customer journey that isn’t always measurable. With the rise of the dark funnel, and the increasing reliance of customers on their peers to make purchase decisions, it becomes harder to measure and replicate success.

🎧 Find and Tell Your Origin Story: Robert Tighe

Why are you you – and why are you here? Explore the stories that shape you, change you and define you   Robert Tighe leads us on the discovery of our Origin stories. As a journalist he was inspired to find and help people tell their amazing stories. (Everyone has amazing stories.) Episode 91 (Robert Tighe is based in New Zealand)   In this conversation we explore: What is the origin story and why is it so important.

🎧 How to grow Million ARR in 3 years by driving great customer service

Rajiv Lamba is the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS). Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years.  Rajiv is a CX pioneer, Southeast Asian Entrepreneur, and B2B SaaS leader who successfully grew his first research startup from $0 to $14m in sales in 6 years before a successful trade exit.

🎧 How to Create Remarkable Experiences with Dan Gingiss

Today I am beyond delighted to introduce you to my friend Dan Gingiss to talk about how to create remarkable experiences that your customers can’t wait to share. Dan is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy.

🎧 78 – Hire For Customer Success, Not Customer Support (Megan Bowen, COO at Refine Labs)

Megan Bowen is COO at Refine Labs. If you don’t know her, you’re missing out because she’s a smart, kind and genuine leader. Prior to Refine Labs, Megan was VP of Customer Success at Platterz, COO at Managed by Q, and held leadership roles at GrubHub and ZocDoc. I’ve had MJ Peters, now at Refine Labs, on the show (Episode 9 – we talked a lot about voice of customer research and insights) and of course Chris Walker (Episode 35 – “over-prioritizing sales is your SaaS startup’s biggest mistake”).

🎧 362: Inside tips for digital transformation – with Howard Tiersky

How to stay relevant in an increasingly digital world – for product managers Today our guest is sharing the steps for successful digital transformation. He is Howard Tiersky, author of the Wall Street Journal bestselling book Winning Digital Customers: The Antidote to Irrelevance. He founded FROM, a digital transformation agency, which has won over 100 awards for user experience design, including for their work redesigning the Avis app which is now ranked by J.

🎧 Microsoft: The Value of Customer Feedback | The Art of Customer Service #24

“Every feedback is a gift”. This is how Cindy Engelmann, Customer & Partner Experience Manager at Microsoft Germany, sees customer feedback. But how do you decide which feedback to act on, how do you share it with other teams and lastly: how do you close the loop with your customer after processing their feedback internally.

🎧 Jay Baer – What Do Customers Want NOW?

Episode 696 is a chat with Jay Baer, a marketing consultant and Hall of Fame Speaker. Jay knows customers and he is a Licensed Tequila Sommelier. About Jay Baer Jay Baer is the world’s most inspirational customer experience, customer service, and marketing keynote speaker. New York Times best-selling author of six books.

🎧 Rajiv Lamba: Market Research Expert, SaaS Learning Curve & Parenthood Advice

An established Market Research expert and a known face amongst Asian clients, Rajiv Lamba holds an invaluable accumulative experience of more than 20 years in the field of market research spanning across the FMCG segment and with proven records of building ‘Quality Leaders for Tomorrow’ Rajiv founded Neurosensum in 2018 which led to an impressive transformation in the world of market research by combining conventional methods with a neuroscience-based approach.

🎧 In Conversation – Aileen Day Consumer Experience is the Secret

“ Take your common returns, procedure, most retailers, you know, if they don’t want to take it, they’ll find every excuse under the sun not to take it. But that’s not for the customer. That’s a procedure that they’ve built in for themselves. So therefore, the customer experience is dilapidated at best, and it doesn’t create customer loyalty.

🎧 What’s in a Brand? | Swire Ho EP93

Based in sunny California, Swire Ho is a promotional product, marketing & branding expert who helps customers grow sales, retain employees and thank their customers with custom branded products. In our power-packed conversation we cover topics like customer journey, customer satisfaction, the power of shareable content, strategies to define your dream client, and more.

🎧 Listening to customers is important, but…

One of the cliches in the business is, “Listen to your customers.” So, of course, anyone and everyone will advise you about it. But exactly how to do that is still a mystery for many. Now I completely understand that listening to customers is essential, but how much should you listen? When should you listen.

🎧 Customer Success in Accounting & Fintech with Hugh Walker

Episode 30. In today’s interview, “Customer Success in Accounting & Fintech with Hugh Walker.” Hugh has worked in accounting tech for 7+ years, first at Receipt Bank/Dext in Sydney and then the last 3 years at Practice Ignition. Practice Ignition is a client engagement and commerce platform for professional services businesses to streamline how they engage clients and get paid.

🎧 067: Smart Communications – The future of top-class customer engagement with James Brown

Are you seeking to streamline the claim-making process, but unsure where to start? Are you struggling to keep up with your competitors, and looking to boost efficiency? Are you concerned by the emergence of instant gratification in business interactions, and determined not to be left in the dust? In this episode, we’re very pleased to be speaking with James Brown, CEO of Smart Communications.

🎧 How Decathlon is using conversational AI in retail with Charles Guth, Customer Service Manager, Decathlon

Charles Guth is the Customer Services Manager at Decathlon UK. Learn how Decathlon is using conversational AI; it’s use cases, value and learnings. **Presented by Deepgram and Symbl.ai** Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform.

🎧 Episode 196: Roderick Jefferson on the Foundations of a Sales Enablement Strategy

Shawnna Sumaoang: Hi and welcome to the Sales Enablement PRO podcast, I am Shawnna Sumaoang. Sales enablement is a constantly evolving space, and we’re here to help professionals stay up to date on the latest trends and best practices so that they can be more effective in their jobs. Today, I’m excited to have Roderick Jefferson from Netskope join us.

🎧 Customer Success, Success – with Eileen Voynick

Eileen Voynick has held senior operating roles and board leadership roles at companies including SAP, Oracle, Siebel Systems, All Scripts, Sparta Systems, and Chair of the Board at Jefferson Health. In this episode, Eileen shares the evolution of Customer Success, both as a function and as a focus in the enterprise software industry.