PODFOLIO

🎧 Luis Angel-Lalanne on How Customer Listening is Evolving

This week on Be Customer Led with Bill Staikos, we’re having a fascinating conversation with Luis Angel-Lalanne, Vice President, Customer Voice at American Express. Luis has global responsibility for the Voice of Customer program and complaints reporting for the Global Services Group. The Voice of Customer program covers all servicing interactions and is the primary measure of customer experience success for the organization and for individual frontline colleagues.

🎧 How‌ ‌Skullcandy‌ ‌Creates‌ ‌A‌ ‌Customer-Focused‌ ‌Marketing‌ ‌Strategy‌

Just like every company is unique, so are its customers.  Lifestyle and tech company Skullcandy’s sweet spot is young adventurers who love great music and extreme activities like skating and snowboarding. With that target market, a run-of-the-mill marketing approach won’t land. Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy.

🎧 Bridging the Gap between Company Culture and Customer Service Featuring Michel Falcon

Investing in Customer Service Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways:    ·      Why don’t all companies deliver a great customer experience.

🎧 Advice in Starting a Customer Success Program – Monica Deal – Director of Customer Experience at Lexis Nexis [Customer Success]

[Replay] Monica Deal – Director of Customer Experience at Lexis Nexis [Customer Success] Monica is the Sr. Director of Customer Success at LexisNexis. She talks about: · Journey Mapping · Moments of Truth · Ideal Experiences · Empowering Employees ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel:

🎧 How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz

The terms “customer-focused” and “customer-centric” are often used interchangeably, but there are distinct differences from how an organization is culturally structured to how they serve their customers. In this week’s episode, Annette Franz joins David Millay to discuss her latest book, “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business” and the 10 principles to become a more customer-centric organization.

🎧 Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.  But how good is the data you are feeding it.

🎧 Martin Koiva – CEO at Klaus – Scale and optimize customer support in a fast-growing SaaS environment

This episode is all about customer support, and Klaus CEO and Co-Founder Martin Kõiva’s experience in learning how to deliver great customer experience at scale. 🤩 At his former position as Global Head of Customer Support at Pipedrive, Martin felt the struggles of growing a customer support function (think 7 to 70 support agents) while trying to keep up the quality of conversations.

🎧 167: Blockchain Adoption and It’s Impact on Customer Experience with Jason Ten-Pow

We have a return guest Jason Ten-Pow. Jason was on our podcast last year September and he has returned. Jason is the son of immigrants, moved to Canada with his family when he was seven years old. His passion for customer experience was sparked as a teenager while working behind the meat counter of a carnival-themed grocery store in Toronto, Ontario.

🎧 Nudging for Good at Walmart with Sarah Wilson

Today I am very excited to introduce you to Sarah Wilson, Director of Human Experience Research at Walmart. This is a fun episode because we are sharing a live podcast that was recorded while I was a speaker on the live podcast stage at Greenbook’s IIEX North America Conference in Austin, TX a couple of weeks ago.

🎧 The 360° Customer Journey with Carson Conant, Founder and CEO Mediafly

Everyone talks about the “Customer Journey” but often operates in stage-by-stage silos of customer acquisition, retention, and expansion. What is the Customer Journey – first, it often depends on if you come from a “Buyer perspective” versus the “Seller perspective.” Ultimately, the seller is trying to figure out how to turn the buyer’s meandering journey into a more liner, faster buying journey.

🎧 Crushing the Competition With Service: CX For Small Businesses: Hank Ebeling – S9E7

This week on the Voices of CX Podcast we hosted Hank Ebeling, founder and owner of H4 Training gyms, and in a refreshing change of pace, the first small-business entrepreneur we’ve hosted on this podcast! But as you might expect, CX is no less important to small businesses just because it’s easier to manage.

🎧 #107 Steven Van Belleghem: Best Customer Experience Strategies For E-Commerce

We’re delighted to welcome Steven Van Belleghem, bestselling author, YouTuber, and co-founder of nexxworks, to this episode of The Ecom Show. Steven is the author of the bestselling book, The Conversation Manager. He also has a very helpful YouTube channel where he speaks about customer experience strategies.

🎧 The FarEye Story With Kushal Nahata

The FarEye Story With Kushal Nahata Kushal Nahata and Joe Lynch discuss the FarEye story. Kushal is the CEO and CoFounder of FarEye, a company that enables enterprises to deliver at reduced cost with a superior customer experience. About Kushal Nahata As the CEO, Kushal is responsible for driving the vision, strategy, and growth at FarEye.

🎧 Customer Experience and Digital Transformation

#CustomerExperience #DigitalTransformation #CitizensFinancialGroup Why does a major financial services organization view customer experience as central to its digital transformation? In this episode, Beth Johnson, the Chief Experience Officer of Citizens Financial Group, explains how they build brand loyalty by using technology and data to understand and meet customer expectations.

🎧 200. Episode 200! The EX Takes Mixtapes

It’s episode 200 — and we’re celebrating the milestone with The EX Takes Mixtape – 12 top employee experience moments from episodes 101-199.  Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A Mark Schaefer, Speaker and Author of Marketing Rebellion Sue Woodard, Speaker and Mortgage and FinTech Evangelist

🎧 Empathy in Customer Communications With Colleen Ruggiero

Colleen Ruggiero is the Director of Customer Experience at Firstbase, a remote work software service that helps companies manage the physical assets of their employees working from home. Join Colleen and host Jenna Sacks as they discuss the changing landscape of remote work and the importance of fostering empathy and understanding of the customer experience across teams. You’ll also hear Colleen share her experience building out the customer experience team at a growing startup. Visit Salesloft.com for show notes and insights from this episode.

🎧 195) #ClarityCalls – Chasing the Ultimate Customer Experience

Great institutions are constantly chasing the ultimate customer service experience. Once they’ve reached a threshold of excellence, how do they retain it? That’s one of the great questions that Todd Treadway, Digital Channels Director and Senior Vice President at Provident Bank, had for me in this episode.

🎧 Delivering outstanding customer experiences every single time

Knowing thy customer is everything. Take it from Judi Hand, CRO at TTEC, a customer experience as a service platform that is behind some of the world’s largest brands. She joins Devin to break down the customer experience (CX) trends every leader should be aware of.  These are the trends impacting your bottom line, and your customer retention and satisfaction rates.

🎧 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.

🎧 Leadership Lessons From Memorial Day

In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend.   Thank you.   What can we learn?   – Appreciation Matters   – Leadership Matters   – Training Matters   – Dedication Matters   It’s time for your service comeback.

🎧 Lessons From a Guest Experience Evangelist

In today’s episode, we are joined by Josh Liebman, the Guest Experience Evangelist for ROLLER Software. Josh has worked for some of the top tourism destinations in the world, from Walt Disney World and Universal Studios to Ritz Carlton, The Four Seasons, and Coca-Cola. With nearly 17 years of designing experiences in this industry, Josh specializes in service standards, complaint resolution, and guest feedback.

🎧 Shifting Human Capital Strategy and Acquiring Talent in the Cannabis Industry, with Luis Merchan

In this HCI Podcast episode, Dr. Jonathan H. Westover talks with Luis Merchan about the shifting human capital strategy and acquiring talent in the cannabis industry. See the video here: Luis Merchan ( President and CEO of Flora Growth Corp.

🎧 Cognitive Branding with Sandeep Dayal

What is “conation?” According to seasoned marketing and strategy leader Sandeep Dayal, conation is incredibly important in the marketing world. It refers to the desire or will of people to perform an action – it helps marketers assess what causes a customer to opt-in or out of a buying decision.

🎧 Around the Horn with Kristi, Jay, and Jeff

Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion… QBRs Customer journey Scaled customer success You can find Kristi here: — Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.

🎧 Peter Iansek: Why is “Why” So Important in Contact Centers & Beyond

Peter Iansek is the co-founder and CEO of Operative Intelligence, an organization focused on helping contact centers identify the reality of why their customers are contacting; thus leading to consistently better decision making and customer outcomes at scale. As business leaders, we have a very good grasp of the work we do for customers ‘the what’ but what is far more challenging to unearth is ‘the why’.

🎧 Top CX trends and how AI is helping, with Brad Cleveland

Brad Cleveland is an author, speaker, and consultant known globally for his expertise in customer strategy and management. He joins us on VUX World to share his perspectives on the current customer experience challenges faced by enterprises and how AI technologies are lending a hand in helping. **Presented by Deepgram** Deepgram is a Speech Company whose goal is to have every voice heard and understood.

🎧 Episode 218-Collaboration #8-Michael Amkreutz on Understanding and Better Serving Your Customer with Lois Sonstegard,PHD

Welcome to Episode 218 of Building My Legacy. When new CEO Michael Amkreutz developed a five-year plan to build synergies among Adorama’s five distinct brands, he had no idea that the COVID-19 pandemic would force his team to accelerate the plan to deliver much of the new strategy in his first year with the company.

🎧 How Company-to-Customer Communication Delivers Value | Erica Aarons | Rumpl

Erica Aarons grew up in MN but has been in the Jackson Hole area for almost 7 years! She worked formerly at a creative agency in Jackson, doing social for mostly Travel & Tourism clients, including Visit Jackson Hole. After that, she joined Rex Specs, a dog gear company, where she dipped her toes in e-commerce and knew that’s where she wanted to be.

🎧 Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think very much about customer engagement, how many brands don’t take an inclusive approach to customer engagement, why you shouldn’t always build for the the ‘happy path’, what we can learn from not-for-profit organisations about understanding customers and delivering services as well as some great examples of Twilio clients that she is working with and the sort of results that they are delivering.

🎧 Stefanie Boyer – Adopt Self-Directed Learning to Enhance your Sales Skills

In today’s episode, my guest talks about her newly released book: 9 Ways to Develop Highly Effective Salespeople. This is based on research she did for her PhD that uncovered that most successful salespeople are self-directed learners.   No matter how big or small your personal desires may be, my next guest’s sales process will teach you how to position yourself as the solution for others so you can get what you want.

🎧 Personalizing the B2B commerce experience

B2B ecommerce worldwide is forecast to surpass $20 trillion by 2027 and, with online already accounting for 49% of all purchases, it’s not surprising that B2B customers are demanding more.  In fact, 92% of buyers say they are looking for a B2C experience when making business purchases. In this month’s episode of The Experience Makers, we’re talking to Wunderman Thompson Technology’s Kieron McCann & Sitecore’s Aswin Mannepalli about what B2B organisations need to do to win online.

🎧 What if my customer or prospect wants a different go-to contact?

Paul shares some thoughts on the sanctity of the customer/seller relationship. Show Notes “It is not my prospect. It is not my customer. It is our prospect. It is our customer.” It’s not just one person who will manage the end-to-end customer experience, it’s a team of people. Be objective in determining who is better suited to handle this relationship.

🎧 Autodesk CIO Prakash Kota on Becoming a People-Focused Enterprise

665: Prakash covers the topic of Autodesk’s transformation into a customer-centric organization with a focus on people and processes. Prakash provides an overview of Autodesk’s business, his purview as CIO, and what the migration towards customer-centricity has looked like. He describes the way his role as an IT leader and consumer of cloud services prepared him for the transformation at Autodesk as well as how his various roles at the company have given him a unique perspective in IT.

🎧 Zero % Churn For This AI-Centric Cart Abandonment SaaS

Valon Xhafa is the Founder of Behamics, a SaaS company that combines behavioral science and artificial intelligence to reduce cart abandonment. Valon has more than six years of experience with AI/machine learning software and previously worked for Google building data-driven applications. He earned his master’s degree in computer science from the Technical University of Munich.

🎧 Where Content, Community, and Customer Experience Meet (Thinks Out Loud Episode 346)

I’ve long said that “Content is King; Customer Experience is Queen; and Data is the Crown Jewels.” But a number of people I respect take different approaches, suggesting that “user generated content is king,” or “the customer is king,” or even “community is king.” And, whenever I run across something that challenges my experiences and assumptions, the first question I try to ask is “Are they right.

🎧 Competence Over Experience, with Christine Rogers

Christine Rogers is the President & COO at Aspireship. In today’s episode, we discuss the greater role of competency over experience in becoming successful as a SaaS seller. Although there is a traditional preference for salespeople who have experience selling SaaS, Aspireship provides a course that highlights individuals who may not have the experience in SaaS but have proven, through actual work, that they in fact excel at sales.

🎧 The use of customer and digital analytics to sustain business growth at Kingfisher with Sophie Duffy

In this episode, Jason Foster talks to Sophie Duffy, Head of Data and Analytics at the Kingfisher Group, an international home improvement conglomerate. They discuss how Kingfisher uses data and analytics to sustain business growth, enhance buyer experience with personalised solutions and tailor customer journeys online and in-store. Sophie also shares her brilliant journey in customer digital analytics, the importance of data teams and data management, and the skillset needed to ensure timely communication across the organisation.

🎧 New Insights & Benchmarks for Customer Experience

This week’s show is entitled, “New Insights & Benchmarks for Customer Experience” and my guest is Alan Gonsenhauser, Principal & Founder at Demand Revenue. Tune in to hear more about prioritizing the customer experience and learn: the difference between the infinite loop of prospect experience and lead management the risk of aggressive over-marketing how to utilize NPS to energize your organization how CMOs can avoid common pitfalls through innovation Listen in now for this and MORE, watch the video or read the transcript on the Heinz Marketing blog starting Mon.

🎧 An Interview with the Chief Digital and Information Officer at Tupperware Brands, Rekha Ramesh

Welcome back to another season of Winning Digital Customers The Podcast! In this week’s episode, we are joined by the Chief Digital and Information Officer at Tupperware, Rekha Ramesh. Rekha shares how Tupperware was able to use the global pandemic to accelerate their digital plans including what opportunities and challenges “traditional” companies face when going digital.

🎧 Optimising Customer Experience with Will Laurenson

Will Laurenson is a Conversion Rate Optimisation expert who works with eCommerce businesses to improve their conversion rates, average order values, and generate higher lifetime customer values. In this episode, we talked about why you should prioritize your customer experience. We also covered how to use reviews strategically and whether discounting really helps increase conversions.

🎧 Customer Experience Superheroes – Series 9 Episode 3 – Customer Insight Led Product Innovation with Matt Young

Speaking with Matt Young reminds us all how customer insight is not just for the ‘fixes’ or ‘issues’, but its also an input for innovation. In conversation with Lexden’s Global CX Lead and CX Superheroes podcast host, Christopher Brooks, Matt shares his ideas and ideals for customer insight led innovation.

🎧 S3E20 : From Global Citizen to Global Growth : Connie Tang, EVP & Chief Global Growth Officer, Nu Skin

Growing up as an Asian American in the lower east side of Manhattan, Connie’s early experiences shaped what would become her future career as a global business leader. Early in her career, Connie made what she says is one of the best decisions ever…packing everything and moving across country to a city with no job, no connections and an uncertain future.

🎧 Activate an Emotional Connection with Your Customer with Anna Kostroun, CMO at NewRocket

This episode features an interview with Anna Kostroun, CMO of NewRocket. NewRocket delivers meaningful experiences and extraordinary results with ServiceNow and has delivered over 4000 successful projects through world-class implementations and integrated solutions across the entire ServiceNow platform.

🎧 HR Data Labs – Season 3 – Episode 20 – Kevin Campbell – How We Measure Employee Experience to Drive Customer Outcomes

Summary: Kevin helps organizations acquire, develop, and retain their most valuable asset: their people. He also helps people manage an aspect of their lives that plays a key role in their happiness: their work. He’s spent the last decade of his career building leaders at every level and creating scores of engaged, high-performing, strengths-based teams.

🎧 Build Customer Retention and Journey With AI w/ Shanif Dhanani – Ep. 287- Lunch With Norm

On today’s Lunch with Norm, we talk with Shanif Dhanani, the CEO of Apteo on new ways to use AI and how to improve your customer retention and journey. In this episode, find out how to use A.I. to predict what customers are going to do next and how you can send customers personalized messages based on their interests.

🎧 Ep.132: What is Customer Success and Why is it Important?: An interview with John Roberts

In this episode of the Startup Selling Podcast, I interviewed John Roberts.   John founded Successly in 2016, a company dedicated to helping Customer Success teams make a big impact. John recently moved to Silicon Valley after a successful run guiding his previous startup – Buzz.Report – in North Carolina.

🎧 Powering the Revenue Engine with a Maniacal Focus on the Customer with Jennifer Brannigan, Chief Revenue Officer at Pendo

“Maniacal focus on the customer” is one of the values that Jennifer Brannigan, the Chief Revenue Officer at Pendo, shares in this episode of the Revenue Engine podcast. Pendo is on a mission to elevate the world’s experiences with software through their product adoption platform and as the CRO, Jennifer shares how this customer focus helps her and her team manage the user experience, provide better customer value, and ultimately, drive better revenue outcomes.

🎧 Why You Need to Have Authentic Conversations with Customers with Brent Keltner

Get Your (FREE GUIDE) to A Build High-Performance Sales Team Highlights How he became a go-to-market and revenue acceleration leader (02:12) Defining the authentic conversations that you can have with buyers (04:27) Applying the skills he acquired doing qualitative market research to his revenue growth work (06:48) Why you should start with your customer stories before going into your product (09:41) Being a Revenue Officer: Getting the sales team, marketing team, and other team players in alignment (12:09) Shifting your focus away from your product to thinki

🎧 Ep 205: AKNF – Roast my funnel — Top CRO Bottlenecks with Pilothouse’s Liam, Evan, and Kyle

Subscribe to DTC Newsletter – Today on Part two of our Pilothouse Audit Series we cover the final section of the Audit offering: Customer Experience. Ready for your Pilothouse Audit? ➝ Kyle, Liam, and Nate provide tactical advice about funnel congruency, offer construction, presell page strategy and lots more in this value packed episode that covers: What is CRO.