Podcasts about digital customer experience

What happens when one of the Nordics' largest grocery retailers empowers 1,300 local entrepreneurs under a single national brand? In this episode, Ian Jindal chats with Oskar Jakobsson, Director of Customer Solutions at ICA Gruppen, to explore the unique federated model in Swedish grocery retail. Oskar shares how ICA balances entrepreneurial autonomy with digital innovation, discusses the challenges of unifying customer experience across diverse store formats, and reflects on the accelerating pace of change in retail technology. The conversation ranges from handwritten signs and local flavour to AI-driven personalisation, the future of agentic shopping, and the enduring joy of simply strolling through great stores. About the Guest Oskar Jakobsson is Director of Customer Solutions at ICA Gruppen, where he leads a team of nearly 200 colleagues responsible for all digital customer-facing touchpoints. With over 20 years' experience in retail, spanning SaaS suppliers, H&M, and Sweden's alcohol monopoly, Oskar brings deep expertise in digital transformation, customer experience, and the art of retail. Key Topics & Timestamps 00:00 – Welcome & Introduction Oskar's retail journey, passion for the industry, and why he loves just being in stores. 03:00 – ICA's Unique Model: 1,300 Entrepreneurs How ICA's structure empowers local ownership, creates lively, differentiated stores, and fosters community connection. 08:00 – Store Formats & Family Businesses The four ICA formats, from small convenience stores to hypermarkets, and the generational, entrepreneurial spirit behind them. 10:00 – Digital Customer Experience at Scale Oskar's role in orchestrating all digital touchpoints, from apps to in-store tech, and the challenge of aligning with retailer-facing systems. 13:00 – Defining “Best Customer Experience” How ICA uses surveys, A/B testing, and constant feedback to keep the customer at the centre of every digital and in-store decision. 15:00 – The Complexity of Grocery Shopping Journeys Why food retail is uniquely challenging, and how ICA leverages data for relevance and personalisation. 17:00 – Retail Media, Promotions & Data The balance between central campaigns and local autonomy, and how ICA navigates data sharing and privacy in a federated model. 20:00 – The Pace of Change & Flexible Architecture Reflections on the rapid acceleration of retail tech, the need for adaptable IT infrastructure, and lessons from past digital transformations. 25:00 – AI, Agents & The Future of Grocery Oskar's take on the coming wave of agentic shopping, the importance of brand trust, and how AI will reshape both online and in-store experiences. 31:00 – AI in Practice at ICA From classic analytics to generative AI and Microsoft Copilot, ICA is using AI for efficiency, decision support, and behind-the-scenes innovation. 34:00 – Advice for Retail Technologists Oskar's career lessons: prioritisation, embracing change, and the value of curiosity and continuous learning. 39:00 – Getting Re-energised by Great Retail Why Oskar strolls malls for inspiration, and the importance of reconnecting with what makes retail exciting. 40:00 – What's Next: Strategy & Direction The excitement of strategic planning, aligning teams, and setting direction for ICA's future.   Standout Quotes “ICA isn't a chain. It's almost 1,300 separate retailers… Each store is genuinely their own store, adapting to their local customer and community.” “You always need to prioritize. You will never be able to do everything. It takes a while before you realize that.” “If you have a monolith you can't change, you need an integration layer that is flexible. Tech isn't the problem-it's prioritizing investment.” “The pace of change will never be as slow as it is today. It will only be quicker.” “Retail is a hobby. I'm fortunate enough to work with my hobby.” --  Run time: 38 minutes   INFORMATION: [

Access the podcast to hear Greg Reeder, Senior Director of Public Sector Marketing at Datadog, and Martha Dorris, Founder of DCI Consulting, discuss how agencies increase agility and efficiency with innovative customer experience strategies, digital transformation and proactive application monitoring tools. Listen to practical use cases from the State Department, IRS and CBP showcasing how human-centric design increases engagement and public trust.

Welcome to the 77th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Alan Ferrero, Digital Director at Camper, for an in-depth discussion on how the iconic Mediterranean footwear brand is embracing digital transformation while staying true to its craftsmanship roots. Alan shares insights on the evolution of ecommerce, the power of AI, and how Camper is leveraging community-driven engagement through The Walking Society. He also dives into how the brand is optimizing global operations across 40 countries while maintaining its authenticity and values.

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.Chapters:00:03 - Intro04:18 - Talia's journey from retail to digital success  05:42 - Brent's path from sales to digital CX  07:30 - Scale vs. digital: What's the difference?  09:15 - The push for in-app engagement  12:09 - Choosing what to build first  16:00 - Measuring success: Metrics that matter  21:29 - Balancing in-app and email engagement  27:15 - What makes a great program manager?  33:39 - Digital wins (and fails) in the wild  35:19 - Shoutouts to digital leaders  Enjoy! I know I sure did…Talia's Linkedin: https://www.linkedin.com/in/talia-root/Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

ROMA (ITALPRESS) - "L'utente ha bisogno di informazioni tempestive che consentono di fare scelte di viaggio consapevoli. Ogni giorno abbiamo milioni di transiti sulla nostra rete, per cui poter garantire all'utente un'informazione puntuale è fondamentale. Lo strumento digitale consente di accelerare e rendere più immediato e semplice l'accesso all'informazione e anche di personalizzarlo, in modo da favorire, anche in termini previsionali, una scelta di viaggio che sia consapevole e più vicina alle esigenze di chi decide di mettersi in viaggio. Digitale, app, intelligenza artificiale sono le frontiere di queste sperimentazioni e del servizio che cerchiamo ogni giorno di migliorare per arrivare a questo obiettivo". Lo ha detto Gregorio Moretti, Direttore Comunicazione e Marketing e DE&I di Autostrade Group, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma.xi2/fsc/gsl

ROMA (ITALPRESS) - "L'utente ha bisogno di informazioni tempestive che consentono di fare scelte di viaggio consapevoli. Ogni giorno abbiamo milioni di transiti sulla nostra rete, per cui poter garantire all'utente un'informazione puntuale è fondamentale. Lo strumento digitale consente di accelerare e rendere più immediato e semplice l'accesso all'informazione e anche di personalizzarlo, in modo da favorire, anche in termini previsionali, una scelta di viaggio che sia consapevole e più vicina alle esigenze di chi decide di mettersi in viaggio. Digitale, app, intelligenza artificiale sono le frontiere di queste sperimentazioni e del servizio che cerchiamo ogni giorno di migliorare per arrivare a questo obiettivo". Lo ha detto Gregorio Moretti, Direttore Comunicazione e Marketing e DE&I di Autostrade Group, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma.xi2/fsc/gsl

ROMA (ITALPRESS) - "Trenitalia lavora molto sugli aspetti tecnologici e di innovazione, quindi il mondo dell'intelligenza artificiale, e sullo sviluppo di modelli predittivi e descrittivi per i nostri clienti. Lo facciamo sviluppando un CRM che tenga conto degli aspetti più innovativi" con "l'analisi dei nostri database, la profilatura dei clienti che ci danno la possibilità di farlo, con l'obiettivo di garantire quello che in realtà vogliono, quindi fare in modo che il cliente ottenga un'offerta in linea con le sue aspettative. Lo facciamo con lo sviluppo di piattaforme tecnologiche - con sito, app e non solo - anche attraverso dei partner che ci garantiscono di essere sempre innovativi e sul mercato". Lo ha detto Mario Alovisi, Chief Marketing & Product Officer di Trenitalia, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma.xi2/fsc/gsl

ROMA (ITALPRESS) - "Trenitalia lavora molto sugli aspetti tecnologici e di innovazione, quindi il mondo dell'intelligenza artificiale, e sullo sviluppo di modelli predittivi e descrittivi per i nostri clienti. Lo facciamo sviluppando un CRM che tenga conto degli aspetti più innovativi" con "l'analisi dei nostri database, la profilatura dei clienti che ci danno la possibilità di farlo, con l'obiettivo di garantire quello che in realtà vogliono, quindi fare in modo che il cliente ottenga un'offerta in linea con le sue aspettative. Lo facciamo con lo sviluppo di piattaforme tecnologiche - con sito, app e non solo - anche attraverso dei partner che ci garantiscono di essere sempre innovativi e sul mercato". Lo ha detto Mario Alovisi, Chief Marketing & Product Officer di Trenitalia, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma.xi2/fsc/gsl

ROMA (ITALPRESS) - L'intelligenza artificiale nel settore della mobilità e dei trasporti "sta facendo passi da gigante, soprattutto quella legata al miglioramento dei processi operativi, all'efficienza, al miglioramento e alla razionalizzazione dei costi. Quello che manca e quello dove Jakala può esprimere sicuramente un grosso valore sono le strategie e i processi sul cliente, sul consumer: la frontiera, da un punto di vista tecnologico e da un punto di vista business, sicuramente è quella del miglioramento dell'experience del cliente". Lo ha detto Beniamino De Simone, Senior Partner di Jakala, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma. xi2/fsc/gsl

ROMA (ITALPRESS) - L'intelligenza artificiale nel settore della mobilità e dei trasporti "sta facendo passi da gigante, soprattutto quella legata al miglioramento dei processi operativi, all'efficienza, al miglioramento e alla razionalizzazione dei costi. Quello che manca e quello dove Jakala può esprimere sicuramente un grosso valore sono le strategie e i processi sul cliente, sul consumer: la frontiera, da un punto di vista tecnologico e da un punto di vista business, sicuramente è quella del miglioramento dell'experience del cliente". Lo ha detto Beniamino De Simone, Senior Partner di Jakala, a margine del Digital Drink organizzato da Jakala sul tema “Digital Customer Experience: le nuove sfide del settore mobilità” a Roma. xi2/fsc/gsl

This episode features an interview with John O'Melia, Chief Customer Officer at Contentsquare, where his team works to ensure all customers harness the full power of Contentsquare's technology and drive significant business value. Previously, he was the CEO of Seal Software (acquired by Docusign in 2020) and held leadership roles in Customer Success and Sales at Dell EMC.In this episode, Kailey and John discuss the challenges of balancing business decisions with customer-centric values, evolving customer expectations, and the importance of real-time data in enhancing digital customer experiences.-------------------Key Takeaways:By using advanced data capture and analysis tools, businesses can identify and respond to issues promptly, optimizing digital interactions and ensuring customer satisfaction.Businesses need technology guardrails in place to ensure that personalization efforts do not cross into territory that customers might find invasive or uncomfortable.Companies must continuously innovate and refine their digital strategies to meet and exceed customer expectations.-------------------“ If you get enticed to go to an application to go buy this thing and you're going to get a 30% discount code, if that code doesn't work, you're not necessarily going to spend the next five minutes trying to figure out how to make it work. You have a one-shot deal on many of these situations. Your ability to spot that you've got a problem with that code or that checkout page and be able to deal with it is the difference between having a great Black Friday or having a so-so Black Friday.” – John O'Melia-------------------Episode Timestamps:‍*(02:27) - John's career journey*(06:45) - Trends impacting customer experience‍*(12:37) - How Contentsquare is using AI to improve experiences‍*(24:39) - How John defines ‘good data'‍*(27:13) - Real-time monitoring use cases‍*(33:08) - John's recommendations for upleveling digital strategies-------------------Links:Connect with John on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

The Product Momentum team continues the series of conversations that we recorded at INDUSTRY Global; in today's episode, Bukky Adebayo and Rye Castillo join Sean and Sean to talk about the challenges and opportunities that come with building products for technical audiences. Bukky is Chief of Staff, Digital Customer Experience at Autodesk, and Rye is … The post 153 / Building Products for Technical Audiences, with Bukky Adebayo and Rye Castillo appeared first on ITX Corp..

In this episode, we sit down with Emily Chang, best-selling author and CEO of VML West. Emily shares stories from her book and discusses how to be more intentional in both your professional and personal life.Emily is a global commercial leader with 25 years of experience spanning QSR, Retail, Hospitality, Creative, Tech, and FMCG industries. An acknowledged thought leader in Digital Customer Experience, Workplace Culture, and Business Strategy, Emily is a bicultural leader with proven success bridging China and U.S. cultures.Instagram: @thespareroom.emilychangWebsite: www.social-legacy.com --- Support this podcast: https://podcasters.spotify.com/pod/show/asiansinadvertising/support

Today we're going to talk about the innovative use of AI in driving product-led growth with Sonal Mane, Senior Director of Digital Customer Experience and Growth at Databricks. RESOURCES Databricks website: https://www.databricks.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Attend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off. Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!Chapters:02:12 - Larissa's journey from tattoo artist to tech founder09:50 - Challenges of scaling at a growing company14:53 - Founding Joyn to solve cross-department collaboration17:26 - R&D and customer team misalignment21:20 - Executives and the unseen cost of simple asks24:06 - The buffer role between teams and executives26:17 - Joyn's role in connecting data and bridging gaps35:01 - Meeting customers where they work38:51 - AI as an aggregator of business information41:23 - Ethical AI concerns in the race to innovate45:15 - AI becoming a cost of doing businessEnjoy! I know I sure did…Larissa's Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/Joyn: https://www.joyn.one/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This episode features an interview with Jim Jackson, Executive Vice President & Chief Marketing Officer for Hewlett Packard Enterprise. He oversees all aspects of marketing for HPE with an emphasis on accelerating the digital transformation of the company to be the Edge-to-Cloud Platform-as-a-Service company. Jim has more than 25 years of IT industry experience and is passionate about the use of technology to inform a customer-centric, data-driven, and digital-first marketing approach across all areas of the business.In this episode, Kailey sits down with Jim to discuss the importance of a customer-first approach, principles for responsible AI adoption, and implementing the right infrastructure for a seamless customer experience.-------------------Key Takeaways:Improving productivity and enhancing customer interactions requires extensive customer data and AI to create predictive models for targeted marketing.HPE follows core principles for ethical AI, focusing on privacy, human rights, inclusivity, responsibility, and robustness to guide their AI initiatives.Marketers can enhance customer experience through personalized, seamless interactions and leveraging real-time data for efficient communication across all touchpoints.-------------------“It's like going to the doctor's office and you fill out the forms and it's like, ‘Come on. It's a digital world, I should be able to give you all of this one time.' At the end of the day, our enterprise customers want a lot of the consumer experience that they get in their daily lives. They want it more automated. They don't want to have to integrate multiple different ecosystem partners. They expect that the experience from HP will be as simple as their everyday lives.” – Jim Jackson-------------------Episode Timestamps:‍*(02:40) - Jim's career journey*(05:49) - Trends impacting customer experience*(09:12) - HPE's AI principles*(24:17) - Challenges on the customer engagement journey*(34:41) - Who Jim thinks is doing it right in terms of customer engagement‍*(39:25) - Jim's recommendations for upleveling customer experience strategies-------------------Links:Connect with Jim on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.I've just come back from the annual conference from the Asia Pacific Loyalty Association, and I'm thrilled now to be interviewing this award winning programme. Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so I'm delighted to share this story with you today. Our guest is Lucila Braga, the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program. As a brand, quite simply, Baker's Delight sells freshly baked bread and they've been doing so around the country since 1980. Their loyalty programme is also super simple as you'll hear in today's conversation. Listen to hear the power of simplicity as a winning formula for both customers and program operators. Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe this episode to watch ad-free.Show notes:1) Lucila Braga2) Bakers Delight3) Dough Getters

This episode features an interview with Jennifer Peters, the Director of DTC, Martech, and Digital Compliance at OLLY. Jennifer has deep expertise in eCommerce and Martech, with extensive experience across marketing, technology and business development. At OLLY, she champions the fusion of technology and marketing for top-notch digital experiences. In this episode, Jennifer emphasizes the importance of fusing technology and marketing to replicate the in-store experience online. She discusses the unique challenges and strategies involved in selling OLLY products, especially new and complex categories like Adaptogens. The conversation also covers how AI is utilized for efficient product replenishment, the critical role of customer feedback in shaping product development, and trends in CX that are reshaping the industry. Tune in for insights on creating exceptional digital experiences and driving customer satisfaction.Quotes*”The key to optimization is, did we do the best we could do when we built this landing page? Because what we're seeing here is that there could be some tweaks here that could make it better. And for us, that is a little bit beyond the triage of like, ‘Oh man, this is really broken,' to, ‘How can we just make sure this is the best we can put out here?'”*”Especially when you're looking at design, which is an art form, it's beautiful. You want it to be beautiful. Sometimes beautiful doesn't drive conversions. Sometimes customers just want clear.  And they want clean. And they want to understand exactly what to do when they hit that page. And sometimes that isn't beautiful and that can be really challenging.”*”If we can't make our customer happy, what are we doing? Like, if we're building products around profitability and not around customer use, what are we doing? At the end of the day, everything you have to do is for your customer.”*”Why did we make this decision? Like, what was the motivation for that? Was it because that's what customers want or was it something else? And when it's something else, you have to take the time to unpack that, address it, and figure out how to pivot that closer to, ‘But what would a customer want?' And also understanding that you are never your customer. That's like the number one rule in marketing. There's always bias around you think that you're the customer. You are never, ever, ever the customer. The way you use your website is never the way a customer uses your website. And don't even think for a second that it is. You can't do that.”*”For us, it starts with efficacy, and it starts with, ‘Does this solve a problem that people have?' That's the very first thing you can do. And you have to make good products. You have to make products that work. That is the foundation of creating that trust, is we can promise you that our product works and that it's good and it will make you better. So that I think is really, really important. But then building on that, it's the consistency over time that I think builds the trust and not only with the product and the product quality, but with the experience, with the interactions.”Time Stamps[0:01] Meet Jennifer Peters, Director of DTC, Martech, and Digital Compliance at OLLY[1:09] The Fusion of Technology and Marketing[1:21] From Brick and Mortar to Digital: Jennifer's Journey[1:53] Replicating In-Store Experience Online[2:20] Understanding Customer Behavior and Analytics[4:08] Educational Marketing at OLLY[6:10] Trends in Digital Customer Experience[8:20] Balancing AI and Human Interaction in Customer Service[9:53] Optimizing Website Performance[12:27] Measuring Customer Experience and Satisfaction[15:53] AI-Driven Product Replenishment[18:24] Challenges of Integrating Online and Offline Retail[19:30] Understanding Customer Behavior with In-Store Tech[20:23] Subscription Cancellations and Customer Retention[22:06] Creating an Amazing Digital Customer Experience[25:16] Focusing on the End Customer[28:05] Building Trust Through Product Efficacy[32:25] The Future of Customer Experience at OLLY[0:01] Meet Jennifer Peters, Director of DTC, Martech, and Digital Compliance at OLLY[1:09] The Fusion of Technology and Marketing[1:21] From Brick and Mortar to Digital: Jennifer's Journey[1:53] Replicating In-Store Experience Online[2:20] Understanding Customer Behavior and Analytics[4:08] Educational Marketing at OLLY[6:10] Trends in Digital Customer Experience[8:20] Balancing AI and Human Interaction in Customer Service[9:53] Optimizing Website Performance[12:27] Measuring Customer Experience and Satisfaction[15:53] AI-Driven Product Replenishment[18:24] Challenges of Integrating Online and Offline Retail[19:30] Understanding Customer Behavior with In-Store Tech[20:23] Subscription Cancellations and Customer Retention[22:06] Creating an Amazing Digital Customer Experience[25:16] Focusing on the End Customer[28:05] Building Trust Through Product Efficacy[32:25] The Future of Customer Experience at OLLYAbout our guest, Jennifer PetersJennifer Peters, an eCommerce and Martech pro at OLLY, drives their direct-to-consumer business growth. She champions the fusion of technology and marketing for top-notch digital experiences. With extensive experience spanning marketing, tech, and business development in eCommerce, she's a passionate CPG aficionado.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksRead the official OLLY case study, "How OLLY increased website revenue by +20% using Contentsquare"Check out the Zenni case study "How Zenni increased conversions by 3.5% and recovered $15M in revenue with homepage optimization." Connect with Jennifer on LinkedInLearn more about OLLYCheck out HGS

Send us a Text Message.In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.Topics we discussed:05:42 - The early internet and evolving tech paradigms12:40 - Transitioning from transactional to subscription models16:44 - Clearfeed: Transforming Slack into a help desk18:39 - Customer love for real-time communication22:21 - Fragmented experiences: No app, no problem24:38 - Use cases beyond B2B: SMB and tertiary markets30:48 - B2B learning from B2C customer engagement31:13 - The role of bots and AI in customer interactions41:02 - Balancing product development and customer feedbackEnjoy! I know I sure did…Joydeep's Linkedin: https://www.linkedin.com/in/joydeeps/Support the Show.+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This episode features an interview with Dr. Eric Trepanier, Chief Strategy & Customer Officer at ODAIA, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales. Eric holds a Doctor of Pharmacy degree and has over 20 years of experience in the industry. He contributes to the overall strategy and growth of ODAIA, leveraging his extensive experience in healthcare, technology, and business operations. And he plays a key role in promoting ODAIA's AI-powered platform, MAPTUAL, which helps pharmaceutical companies prospect, qualify, and engage healthcare professionals (or HCPs). In this episode, Eric explores how ODAIA uses AI and its advanced platform, MAPTUAL, to revolutionize customer engagement in the pharmaceutical industry. He shares insights from his 20+ years of experience in healthcare and business operations, highlighting the importance of personalized customer experiences, the shift from traditional to digital interactions, and the role of customer science. He also delves into how AI and machine learning contribute to better targeting and execution, ultimately facilitating faster access to life-changing treatments for patients.Quotes*”It's all about being obsessed with the customer. If you're not solving challenges for the customer, your platform and your business just won't work. So it's really about having that obsessive focus on the customer.”*”I think the obsessive focus on delivering value to the customer and doing it in a data-driven way is what's allowed us to be successful and deliver some of the value that we've delivered to our customers. And ultimately, the key benefit that we really focus on is making sure that patients are able to get access to those life-changing drugs faster than they would have otherwise.”*”Our goal is to not be a business intelligence tool, to be a tool that only provides that information they need in order to make those decisions to more effectively engage their customers.”*”Trust is so important. As we got into this space and worked more with our pharma customers, so many of them were skeptical because they didn't want a black box AI or ML machine that they didn't understand. And if they saw results coming out of it that were different from what they expected, that trust was eroded really, really quickly.”*”We're on the lookout for other technologies as well that can continue to add value to our customers. One thing we won't do is use technology for technology's sake. We're still very focused on giving patients access to those life-changing drugs and we'll use technology as appropriate to deliver on those goals.”Time Stamps[0:01] Meet Dr. Eric Trepanier and ODAIA[1:31] Eric's Background in Pharma[2:41] Understanding Customer Experience in Pharma[4:20] Changes in the Pharma Industry[7:16] Trends in Customer Behaviors and Preferences[8:25] Customer Science and ODAIA's Approach[9:46] Disrupting the Pharma Industry[14:43] The Role of AI in Customer Experience[15:54] MAPTUAL: Enhancing Digital Customer Experience[30:19] Balancing Human Interaction and Automation[33:52] Future of Customer Experience in PharmaAbout our guest, Dr. Eric TrepanierDr. Eric Trepanier is a seasoned executive with broad experience in business operations, corporate leadership, investment management, and entrepreneurship. He is currently Chief Strategy & Customer Officer of ODAIA Intelligence, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales.Previously from 2018-2022, Eric was EVP and GM of Medicx Health, a data-driven healthcare company that delivers multi-channel media to Micro-Neighborhoods® with specific patients. He was responsible for the business P&L, while leading most teams, including sales, marketing, business operations, performance analytics, strategy and digital media. When he joined, he led a transformation of the culture that provided the foundation to stabilize revenue, and return it to strong double-digit growth as he left.From 2012-2018, Eric took on increasing responsibility at WebMD where he ultimately built and led a multi-functional team doing strategic sales, competitive intelligence, business intelligence, market research, statistical analyses and data-driven marketing. The team was focused on helping the company deliver on its sales objectives by leveraging 1st and 3rd party data and analytics to develop and support the value story.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Eric on LinkedInLearn more about ODAIACheck out HGS

Send us a Text Message.In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies.Chapters:06:19 - Silos in organizations08:07 - Analyzing customer conversations10:23 - Identifying growth opportunities14:32 - Human and digital go hand-in-hand17:29 - Customer segmentation challenges19:29 - Internal collaboration models23:52 - CS as a strategy25:07 - CSQL programs and challenges30:01 - Trust issues in teams37:14 - AI in the market40:03 - Future of AI toolsEnjoy! I know I sure did...Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/Glowstick: https://www.glowstick.ai/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. Support the Show.+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This episode features an interview with Aleks Bass, Chief Product Officer at Typeform, the web-based platform you can use to create anything from surveys to apps, without needing to write a single line of code. Aleks has over 18 years of experience in product marketing, product management and consumer insights in B2B SaaS and D2C. In her current role as Chief Product Officer, she leads product management, design, research, and product operations. Her priority is creating user-centric digital solutions. Aleks has previously held leadership roles at Momentive, Adobe and Qualtrics, which has since been acquired by SAP. In this episode, Aleks shares her insights on how product and product marketing can enhance customer experience. She discusses the importance of aligning product management with consumer insights, the role of design in digital CX, and trends in customer behavior. Aleks elaborates on Typeform's new product, Typeform for Growth, which aims to boost customer acquisition using AI. The conversation also touches on measuring digital customer experience, the balance between automation and human interaction, and the significance of diversity in tech leadership. Finally, Aleks discusses Typeform's future vision of creating a holistic customer experience and the essential role of AI in achieving this goal.Quotes*”Good design for me in digital CX is intuitive, accessible, and empathetic. But the number one thing it has to absolutely do is be usable. So I prioritize usability over anything that's new, aesthetically pleasing, keeping up with the trends, et cetera. Design's ultimate role is to anticipate user needs and remove friction points from the experience and remove them from having blockages in their ability to do the things that they need to do.”*”There is a difference between asking people for feedback and truly understanding what they're saying to you in the context of what their broader pain points are versus asking for feedback and taking that feedback at face value. Because if I don't understand the pain points that you personally experience, I might interpret the feedback that you're giving me differently, and I might not be solving for the true challenge that you are facing. Whereas if I deeply understand  a marketer's workflow, what tools they're using, how they're using those tools, the gaps in those current tools, what they wish they could do, how certain tools are not playing nicely with other tools, it allows me to create solutions that are actually much more adaptable to their individual use cases. And so that's the piece within customer centricity, customer experience, and strategy that I feel like is really critical to create better experiences for our customers.”*”There's no shortcut in trying to figure out and learn about your customers. You have to do the work and you have to spend the time and you have to engage in the most effective way to get the most insight out of their patterns and pain points and challenges.”There's no shortcut in trying to figure out and learn about your customers. You have to do the work and spend the time and to get the most insight”.*”A gap in the customer experience is when automation serves the company, not the customer. Automation should ultimately keep people at the center. Yes, it can help companies improve efficiency. I think we all can see the benefits of that. But if it is hurting your customer experience, then that's a negative outcome for your business ultimately.”Time Stamps[0:01] Meet Aleks Bass, Chief Product Officer at Typeform[0:56] Connecting Product Marketing to Customer Experience[4:04] Designing for Digital Customer Experience[5:44] Trends in Customer Behavior[7:03] Introducing Typeform for Growth[9:22] Enhancing Lead Generation with AI[11:49] Fostering Exceptional Digital Customer Experience[27:59] Personalizing Customer Experience[33:18] Building Trust and Measuring Success[36:55] Balancing Automation and Human Interaction[39:22] Positive Customer Experience Examples[44:09] The Importance of Diverse Perspectives[46:03] Future of Typeform and TechnologyAbout our guest, Aleks BassAleks Bass is a product leader with an 18+ year career that includes product management, product marketing, and consumer insights for both B2B SaaS and D2C self-serve products. As the Chief Product Officer at Typeform, she leads product management, design, research, and product operations, steering a talented team to create innovative and user-centered digital solutions. Her role encompasses driving strategic product development from concept to market delivery, shaping the future of digital experiences. She is passionate about transforming ideas into impactful products that enhance the way we interact with data and information. By leveraging AI and expanding their communication formats, she aims to elevate Typeform's offerings and push the boundaries of interactivity within their platform.Her prior experience includes product leadership roles with Momentive, where she led a 15-member product organization, with overall responsibility for a product portfolio including SurveyMonkey, Wufoo, SurveyMonkey Apply, and SurveyMonkey Audience, that drove $500M in 2022 revenue. She has also held leadership roles at Adobe, Workfront (acquired by Adobe), Qualtrics (acquired by SAP), and product consulting to three startups – two that were acquired by Google and Walmart, and one that IPO'd. She has had success in building and managing high-performing teams, coordinating cross-functional collaborations, and driving revenue that has included a three-year growth from $10M ARR to >$55M.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Aleks on LinkedInLearn more about TypeformCheck out HGS

Summary Paul Hornby, Digital Customer Experience Director at The Very Group (owner of very.co.uk and other brands) joins Ian Jindal and Georgia Scott to discuss his role, career and the positioning of Very within the market. We explore the history of the group, which dates back to 1890, and how it has evolved into the UK's largest domestic online-only retailer with an integrated flexible payment platform. We delve into the concept of digital experience and how the Very Group aims to help families get more out of life by offering a wide choice of products and flexible ways to pay. They also touch on the challenges of marketing and personalisation, as well as the ongoing technology transformation at the Very Group. Listen out for the term "technical cholesterol" - both the phrase and the explanation are delightful and we wish that we'd thought of this, but the recording doesn't lie ;)   Takeaways The Very Group is the UK's largest domestic online-only retailer with an integrated flexible payment platform. The company aims to help families get more out of life by offering a wide choice of products and flexible ways to pay. The role of credit is to support families in managing their household income and making purchases more affordable. The Very Group is focused on digital experience and constantly optimizing the customer journey. The company is undergoing a technology transformation to create a composable architecture and enhance the customer experience. Quotes "Our purpose as a business is to help families get more out of life." "Our job was to translate [the heritage] into a digital world, create a compelling digital experience, and then find a way of translating the mechanism of how you could spread the cost online." Chapters 00:00 - Introduction and Lunch 01:17 - Introducing Paul Hornby 02:12 - Paul's Role at the Very Group 03:39 - The Unique Proposition of the Very Group 04:38 - The History of the Very Group 06:35 - The Catalog Business and Credit Offering 09:26 - The Transition to the Digital World 13:12 - The Role of Credit in Supporting Customers 15:08 - The Value Proposition to Customers 16:35 - Market Competitive Pricing and Credit Options 21:06 - Digital Marketing and Personalization 24:48 - Paul's Career Journey 29:34 - Returning to the Very Group 32:31 - The Technology Transformation at the Very Group 38:11 - Creating a Learning Culture 39:09 - The Exciting Future of the Very Group   --  Run time: 48 minutes INFORMATION: [

Send us a Text Message.RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar's philosophy on the importance of post-sale revenue growth and the role of digital customer success tools overall in enhancing efficiency and customer value.Chapters:03:02 - Private Equity → SaaS05:38 - Sales → Customer Success10:19 - Importance of Post-Sale Revenue Growth15:05 - RevSetter: The Revenue-Focused CSP20:37 - Digital Tactics for Customer Onboarding23:05 - User Experience: RevSetter's Approach25:14 - Modernizing CS with Flexible Tools33:25 - Innovative Digital Motions in SaaSEnjoy! I know I sure did...Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/RevSetter: https://revsetter.com/Resources:Topline Podcast: https://www.salestalentagency.com/topline-podcast/Customer Success Podcast: https://www.csmpractice.com/podcastShoutouts:Jan Young: https://www.linkedin.com/in/jan-young-cx/Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. Support the Show.+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conversion rates. Greg also shares invaluable leadership gems from his memorable Pulse talk, "Everything I Learned About Leadership I Learned from Fred Rogers and My Dad," blending personal anecdotes with professional wisdom.We also talk about:00:00 - Driving revenue through education02:26 - Music and customer education06:59 - Leadership lessons from Fred Rogers07:59 - Brain science in sales11:05 - The problem with sales handoffs17:42 - Balancing micro-learning and mastery19:08 - Two pillars of education strategy27:18 - Challenges in measuring ROI30:13 - Forrester's findings on customer education32:35 - The importance of strategic planning36:59 - Defining an education qualified lead40:10 - Impact of the pandemic on education44:11 - Strategies for measuring impact46:17 - Building relationships for data access47:16 - Benefits of education moving to marketing49:02 - Avoiding mistakes in education strategy50:56 - The importance of reach and frequencyEnjoy! I know I sure did...Shoutouts:Andrew DeBell: https://www.linkedin.com/in/andrewdebell/Jay Nathan: https://www.linkedin.com/in/jaynathan/Dee Kapila: https://www.linkedin.com/in/deekapila/Books: Creative Act by Rick Rubin: https://amzn.to/3WvCDBL Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. Support the Show.+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode of Money Tales, our guest is Emily Chang. Emily's financial adventures began in her early 20s in the most unexpected way. One frigid night, Emily found a young girl huddled by the roadside, clearly beaten and wearing nothing but a windbreaker. She took the girl to a diner, offered her a meal, and then invited her to stay in her spare room for the night. That one night turned into a week, then months, until Emily could help her find stability. Emily's family worried the girl might steal or harm her, but Emily chose to see the potential for good. She helped not just that one girl but went on to assist 17 individuals over the next 23 years, transforming lives one by one. Emily is a global commercial leader with 24 years of experience spanning QSR, Retail, Hospitality, Creative, Tech, and FMCG industries. An acknowledged thought leader in Digital Customer Experience, Workplace Culture, and Business Strategy, Emily holds an exceptional track record of accelerating global brands. She is a bicultural leader with proven success bridging China and U.S. cultures. Before joining VML, Emily was CEO of McCann Worldgroup in China, where she looked after 450 team members across four agencies located in three offices. She developed new strategic and digital O2O capabilities to partner with clients like IKEA, LEGO, The North Face, and Innocent Juice. Prior to McCann, Emily was CMO of Starbucks China, where she oversaw all commercial functions including Digital Flywheel, Loyalty, Sales & Partnerships, Category Management, and Studio. She led the commercial teams that brought O2O experiences to life: Shanghai Roastery Augmented Reality, Starbucks Delivery, and Digital Gifting. Prior to Starbucks, Emily served as Chief Commercial Officer for InterContinental Hotels Group, Greater China where she led transformation of brand experience, loyalty offering, data and BI, and OTA strategy/implementation to turn around share and become the #1 hotel brand in China. As the first executive in China for Apple Retail, she oversaw the APAC region, expanded the flagship footprint, and developed the Apple Asia retail operating model. Emily began her career at P&G, where she worked across all three business units, from upstream innovation to retail and digital marketing at Walmart. Emily believes passionately in living with intention and leading with authenticity. She's a servant leader who gives back by teaching and sharing with next gen leaders; she has delivered four TEDx talks and spoken at other industry-leading events like Fortune Most Powerful Women. She recently published a best-selling book called “The Spare Room,” telling the stories of 17 children she and her family have cared for in their spare room.

Retail - and the whole customer journey - is evolving in this digital age. How has technology impacted our ability to anticipate and meet the needs of consumers, and how important is that face-to-face interaction in a store today?George Hanson has led retail strategy for some of the most well-known consumer brands including Under Armour, Lands' End and Panera. He's now the Chief Digital Officer at Mattress Firm, where he's thinking about these very questions.We sat down with George to understand the new science of retail, the intersection of digital tools and human expertise, and how Mattress Firm is combining the best of both digital and in-person shopping to give their customers a seamless purchasing experience, backed by data, AI and research.This episode is packed with actionable insights for anyone in the retail sector, providing a comprehensive look at the strategies and technologies that are shaping the future of retail.In this episode, you'll hear:How Mattress Firm is transforming its retail strategy with advanced digital toolsThe role of sleep science in developing innovative mattress technologyHow AI and machine learning are used to enhance both online and in-store customer experiencesThe importance of a consultative approach in retail and how it benefits customer relationshipsStrategies for integrating physical and digital retail experiences to drive customer satisfaction and business growthQuotable Moments:"Technology adoption has to prove itself. We proved it at the macro level, but at the individual level is really where the transformation happens.""The customer has many, many more tools to feel like they're getting the right solution for them. They just need that extra bit of confidence that comes from our credible experts, and that expertise is really hard to develop and maintain but it's something Mattress Firm has focused on."3 Big Takeaways from this episode:Digital transformation is revolutionizing the retail landscape: George explains how Mattress Firm leverages AI and machine learning to enhance both online and in-store customer experiences. The use of advanced digital tools like Mattress Matcher integrates years of customer data to provide personalized recommendations, significantly boosting conversion rates.The new era of retail focuses on a seamless blend of digital and physical experiences: Despite the rise of e-commerce, 90% of Mattress Firm's sales still occur in physical stores, and the company has invested heavily in their Sleep Experts' training. In this new era of buying, consumers will do their research online before entering a store. Savvy retailers will find a way to leverage that digital experience with the in-store service to create a seamless customer journey.STEM skills are essential for success in today's retail environment: Mattress Firm's Sleep Experts utilize sophisticated digital tools and proprietary software like Dream Hub to help customers find the right sleep system, backed by data and sleep science. In this digital age, jobs like sales professional, which historically has relied on one's people skills, now requires a foundation in STEM and technology skills.More links + resources on the episode page: https://techedpodcast.com/hanson/Instagram - Facebook - YouTube - TikTok - Twitter - LinkedIn

As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'!In this episode, I'm going through and answering some of the most frequently asked questions that I get on a regular basis, which leads to the following topics:00:47 - New Podcast Name Announcement06:34 - What is Digital Customer Success07:38 - Digital vs. Scaled09:49 - Where to start with Digital Customer Success11:52 - Commonly overlooked vehicles for digital motions13:13 - Building health scores without product telemetry14:31 - Identifying user personas based on their activity within your resource15:05 - SaaS economics and how they impact the proliferation of digital18:43 - Measuring the success of digital CS21:54 - Team structure for digital cs26:54 - Technology recommendations30:45 - Outro & Thank you!A couple of links from the show:Website & Newsletter signup: https://digitalcustomersuccess.comDigital CS Definition Word Map: https://digitalcustomersuccess.com/digital-cs-word-map/DCS Tech Stack: https://digitalcustomersuccess.com/tech-stack/Cover Your SaaS Course by Jeff Bruensbach & Jay Nathan: https://growthcurve.io/cover-your-saasSupport the Show.+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.Quotes*”I call it the customer hierarchy of needs. This is what companies want customers to experience. At the base of that pyramid, just like Maslow's Hierarchy of Needs, you have products that do what they're supposed to do. But as you move up to the tip of the pyramid, you eventually get to fulfillment and emotional connection. And when you are emotionally connected to the brand, then you feel like, ‘Why would I want to go anywhere else? Why would I take a chance on anywhere else? I love the way this brand makes me feel.' That's emotion.”*”For AI to be effective, the customer has to enjoy the experience. In order to get the customer to enjoy the experience, sometimes you have to tell the customer that the experience is even there to begin with.”*”The Ikea effect, which has been around, is basically that somebody that puts together their own furniture feels more pride in it. So when a customer resolves their own issue, thanks to AI, They feel really good when an agent is able to use this type of technology to create a better experience for the customer. They feel great as well.”*”A part of customer experience is also being able to do damage and risk control. Number one, we must acknowledge the problem. Number two, we must apologize. And by the way, you can apologize first and acknowledge second. I don't care. As long as those two things start the conversation. Number three, understand what the problem is. You may have to ask questions, but you get to a point where you discuss the resolution. Either you're fixing it on the spot or you're discussing what's going to happen. Number four, the attitude that you must show that customer is one of you owning the situation, even if you're not in it. If you're not even the person that might take care of it, at least at that moment, you've got to make this customer feel like you're in control. And then finally, you act with urgency. Speed is really important. You need to get to the resolution as quickly as possible,”*”It's a byproduct of what happens when you start to go into a company and try to create a better product: Customer experience. You have to focus on your employee experience at the same time. And oftentimes a byproduct of working on an overall customer experience is employees become more fulfilled and you'll see turnover drop as a result. That's a very powerful thing because number one, you don't have to hire new people. And the cost of hiring and training is so high sometimes that it really makes financial sense to even try to barely impact the experience because the benefit to the internal experience is so strong.”Time Stamps[0:44] Spotlight on Shep Hyken: CX Visionary[1:43] Diving Into Shep's Book: I'll Be Back[3:33] The Power of Customer Loyalty and Experience[6:45] Shep Hyken's Journey into Customer Experience[8:09] Exploring the Evolution of Customer Experience[11:13] The Impact of AI on Customer Experience[13:14] Navigating Customer Experience in the Digital Age[22:03] Shep's Five Steps for Handling Customer Issues[24:59] Mastering Customer Service: A Real-Life Example[32:48] The Power of Customer Loyalty Programs and the Impact of Changes[36:39] Shep Hyken's Influence and Insights on Customer Experience[41:34] Predicting the Future of Customer Experience[44:15] Magic in Customer Experience[46:33] Shep Hyken's Impact on CXAbout our guest, Shep HykenShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep Hyken founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express - and that's just a few of the A's!Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled "You Are The Magic!" He is known for his high energy and entertaining content-rich presentations.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Shep on LinkedInLearn more about Shepard PresentationsConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Christian Mitchell, EVP & Chief Customer Officer at Northwestern Mutual. Christian works to elevate the customer experience and deliver bold solutions to set Northwestern Mutual ahead of its competitors. And over his 18-year tenure at Northwestern mutual, he has served in a variety of leadership roles, including as president of their Wealth Management Company when he managed $129 billion in client assets. Host Sohaib Ahmed discusses with Mitchell his journey and various roles at Northwestern Mutual over 18 years, alongside his insights into building memorable customer experiences. They delve into how Northwestern Mutual integrates technology to enhance customer experiences while maintaining a human-centric approach. Mitchell shares his perspective on the evolving customer expectations, the future of customer experience (CX), including the potential impact of generative AI, and the significance of consistency in delivering great CX. Additionally, the importance of data privacy, the challenges of implementing new technologies, and the role of storytelling in reshaping company culture towards more client-centric values are covered.Quotes*”The financial services marketplace is complex. I really think you need to understand that holistic landscape in order to take all of that and fashion it into an incredible client experience. If you don't have that holistic understanding of the system and how we create value and what clients need, it's easy to default to designing experiences indexed on efficiency, or maybe client experiences that index on regulatory adherence, but not actually creating something that's really incredible and delightful for the client.”*”On metrics, it's really evolved. When we started the CX journey, it was really focused on CSAT, NPS, those really big aggregate numbers that are easy to compare across companies. As time has gone on, I've become less and less enamored with those aggregate metrics. We still need to calculate them, we need to track, we need to benchmark, etc. But I think CX telemetry is best done at a more granular basis where you're actually measuring things like individual interactions and satisfaction.”*”I think at times you can find a metric and seek to maximize it, and then kind of lose the storyline a little bit. So I think you always have to kind of come back to this foundation of what are we trying to do strategically? What are we really solving for holistically?”*”In terms of the media stuff that we do, the planning and progress study, a lot of the talks that I give internally, to our advisors, to client groups, it's about this constant drumbeat of storytelling around the client. And I think that constant drumbeat of storytelling is incredibly important for long standing incumbent financial services companies because historically we were very focused on financial performance. We might have been very focused on recruiting of advisors, and those things are very important. But by constantly storytelling around the client, incredible experiences, things that we want to do, it's part of shifting the zeitgeist, the mindset of the organization to be more client centric.”*”One of the interesting areas where we debate a lot is instances where the client may have a preference for self service, but we somehow want to inject a human to make sure that the best client outcome occurs. The poster child example would be, we have a big market correction, the client gets scared, wants to liquidate his or her portfolio, and might prefer to do that in an automated way via the mobile experience. Now, if the client really wants to do that, of course we will help them do it. But that might not actually be the best long-term decision. So in instances like that, we actually want to insert some human friction, for lack of a better word, to at least gut check that client, to really make sure that we're helping that client not only have a good experience today, but really achieve their financial goals long term.”*”A lot of the experiences that we create in financial services or financial planning, it's more at pulling the heartstrings than the math. It's about the emotion, the psychology. How do you harness that in such a way that the client makes the right decisions and is better off long term?”*”Sometimes we think about the peak moments of the client experience. That ‘You can retire moment,' or ‘Your family's protected' moment. But I actually think real trust, real client experience comes through consistency of interaction, predictability, and high quality communication that plays out over really, really long periods of time. So I think consistency is really the name of the game and one of the unsung heroes of great client experiences.”Time Stamps[2:38] Christian Mitchell's Journey in Northwestern Mutual[5:16] The Evolution of Customer Expectations at Northwestern Mutual[7:14] Leveraging Technology to Enhance Customer Experience[16:15] The Future of Customer Experience: Innovations and Challenges[21:10] Building Lifelong Customer Relationships and Looking Ahead[30:03] The Importance of Consistency in CXAbout our guest, Christian MitchellChristian W. Mitchell is executive vice president and chief customer officer at Northwestern Mutual. He leads strategic ideation necessary to elevate the client experience and deliver bold solutions to launch Northwestern Mutual ahead of its competitors. Christian oversees initiatives and deliverables to build the most powerful digital engine in financial services, including engineering solutions, data analytics, digital products, and consumer insights. He serves on Northwestern Mutual's Senior Leadership Team and sits on Northwestern Mutual's Future Ventures investment committee.Christian joined Northwestern Mutual in 2006 and has served in a variety of leadership positions throughout the company. He started his career at Northwestern Mutual as part of the Managed Investments team, helping manage company assets through its general account to maintain financial strength for policyowners.He formerly served as president of Northwestern Mutual Wealth Management Company, where he was responsible for Northwestern Mutual's investment, advisory and trust solutions, fee-based financial planning, Investment Products and Services (IPS) product development, retail investment, and overall IPS business strategy. During his leadership, he managed $129 billion in client assets and led the company to impressive growth in advisory and private client services.Christian also served as vice president of corporate strategy, and spearheaded Northwestern Mutual's venture capital efforts – including its investment in automated advice firm Betterment and the acquisition of LearnVest. He also led Northwestern Mutual's investment in ClientWise, a premier coaching and consulting firm.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Christian on LinkedInLearn more about Northwestern MutualConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Nicholas Holland, VP of Product and GM of Marketing Product Lines at HubSpot, a leading CRM platform that provides software and support to help businesses grow better. Nicholas shares insights from his eight-year tenure at HubSpot and his entrepreneurial journey, emphasizing the importance of empathy, observation, and adaptability in CX. The conversation highlights how CX evolves in diverse environments and the necessity of innovating and reimagining customer interactions in a digital world. They delve into the dynamics of customer satisfaction versus loyalty, the transformation of HubSpot into a multi-product, multi-persona platform, and the impact of AI and data on future CX strategies. Nicholas also reflects on personal anecdotes, illustrating how CX principles translate into everyday life and the lessons learned from entrepreneurial endeavors.Quotes*”The whole gist for all CX people would be, ‘Are they happy at the end of it?' And then ‘Are you flexible enough to kind of understand the audience and ebb and flow with them?'”*”If you ever watched The Matrix, I love the little kid who's like, ‘The trick is there is no spoon,' which is like a fancy way of saying, ‘Stop thinking in the constraints that you have and start thinking about the why behind the why, as Simon Sinek would call, ‘What's the big picture?' And I think those kinds of things really become powerful ways to look at CX.” *”If your job is CX and you're just happy punching eight to five every day, and you'll make incremental changes, that's fine. But you'll wonder why you didn't get your senior CX promotion or why you're not a director yet. But whenever you realize that there's no spoon, you realize what you're trying to do is really push that higher ROI. You're trying to make a real impact there. Some neat stuff can pop out. So that's where it started to happen for me.”*”CX is happening, whether you're conscious of it or not, whether you curate it or not, whether you're actively involved or not.”*”Mind the gap. We make all of these big, intuitive assumptions that people know what we're talking about. So when you say, ‘Mind the gap,' you're walking people through very, very specific steps.  So what I often tell people to do is just start somewhere, and start to walk through every step. ‘I think they'll do this, I think they'll do that.' And when you do that, you start off with who it is, a persona, you start somewhere. And then you have a fascinating question: What came before, what came after?”*”I think right now, what we're trying to balance is as you get to a certain size, how do you basically get PMs with their PDs to be very dedicated to the experience of their customer? But also how do they look up and have connective tissue that shows them, going back to the mind the gap, what came before and what comes next? And that's going to be the challenge, I think, for a lot of companies.”*”You have to get close to the product yourself. You then get to look at some activation and usage data. You then get to look very specifically at the most important flows with CSAT. And then you get to go look at a variety of listening posts to see what is the world at large saying on social media? What's your sales team saying? What's your service team saying? And that gives you a good sense of how the product's doing.”Time Stamps[0:53] Meet Nicholas Holland: HubSpot's VP of Product[1:16] The Essence of Customer Experience[5:27] Nicholas's Journey from Finance to CX Innovator[6:02] Entrepreneurial Insights and the CX Mindset[14:53] The Complexities of Customer Experience Design[17:41] Nicholas's Entrepreneurial Ventures and Lessons Learned[25:06] Unveiling the Essence of Customer Needs: A Real-World Story[26:19] A Wake-Up Call: The Importance of User Experience[27:00] Lessons Learned: The Journey to Customer Loyalty[28:46] Embracing a New Chapter: Joining HubSpot[33:24] The Evolution of Customer Experience at HubSpot[43:57] The Future of CX: Innovations and Challenges Ahead[46:37] Personal Insights: Learning CX from Everyday LifeAbout our guest, Nicholas HollandNicholas Holland is VP of Product and GM of Marketing Product Lines at HubSpot. He has been with the company for over 8 years, having started in October 2015 as Director of Labs. Prior to HubSpot, Nicholas served as President and Founder of boutique consultancy CentreSource Inc., providing product management & custom web/mobile applications. He also founded startup Populr, which allows users to create trackable, secure, & highly engaging micro-sites in a matter of minutes. Populr was then sold to Nashville-based nonprofit, Kindful. Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Nicholas on LinkedInLearn more about HubSpotConnect with Sohaib on LinkedInCheck out HGS

Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy".  ...and I couldn't agree more.I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!In this episode, we talk about:How his background in ‘consumer psychology' has helped him in his CS venturesThe parallels between the hospitality/service industry and being a CSMUsing the ‘lunch break test' to help identify what should and can be automatedCS teams, if structured correctly can and should be catch-allCSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accountsOnboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journeyRob's approach to providing guidance and feedback to his clients in a productive mannerSuccessful onboarding will have customers ready to expand immediatelyApproach your daily routine from the standpoint of scaling and making your everyday more efficientDon't wait for leadership to design your own efficiencies as an ICSetting aside an hour per day to hone in on work that is meaningful to youIncorporate celebration into your digital flowsLeveraging user data to really figure out the opportunities that exist within a customerSet the right expectations early when implementing digital motionsDon't build a community until it starts to build itself.  Communities can swing wildly between ‘crickets' and ‘group think', so building them must be done so cautiouslyRob's LinkedInPodcasts:30 Minutes to President's ClubRevenue BuildersEconomics of Everyday ThingsShoutouts:Ryan JohansenMickey PowellLauren SalanitrSupport the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

AI, Digital Customer Experience: 2024 CEO Priorities1. Introduction: Overview of the evolving digital customer experience and emerging trends. 2. Key Customer Trends: Analysis of the latest trends in customer behavior and expectations in the digital space. 3. CEO Priorities: Discussion on how CEOs are adapting their strategies to align with these trends. 4. Digital CX Strategies: Insights into effective digital customer experience strategies for businesses in 2024.5. Leveraging Technology: Exploring how technology is shaping customer interactions and the role of data in enhancing customer experiences. 6. Challenges and Solutions: Addressing common challenges in implementing digital CX strategies and potential solutions. 7. Conclusion: Summarizing key takeaways and the importance of staying ahead in the digital customer experience domain.Reference book & CEO priorities: What matters most? Eight CEO priorities for 2024The End of Competitive Advantage: How to Keep Your Strategy Moving as Fast as Your Business

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail experience. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

This episode features an interview with Turo's Chief Operations Officer, Julie Weingardt. Julie brings with her 30 years of operations and contact center experience and has held executive operational roles at Startek, Sitel, and Sykes. Her expertise is in transforming customer touchpoints into powerful relationship- and brand-building tools through the use of highly efficient business practices. And in this episode, Julie and host Larry Fleischman discuss having a mindset of continuous improvement, fostering a customer experience that doesn't require contacting support, the importance of female mentorship and much more.Quotes*”As things mature, there's always opportunities to challenge what's being done and to ask, is there another way, a better way, a smarter way to do something? Just because it's been done that way over and over again doesn't mean that you can't challenge it and see what other ways there might be to do it better or smarter.”*”Let's face it. Consumers just want a product that works. No matter what it is, you don't want to have to contact support. So first and foremost, keeping that as the mission, when we continue to release new features and things, it just needs to work. And we need to test for that all the way through.”*”Being a female in a male dominated world, so much of mentorship and business conversations at that time happened on the golf course. So, when we went to corporate events, while a lot of spouses who were female went and did spa days, I went to the golf course.”*“It's not only females who need female mentors. Males need female mentors too. How else are they going to understand the differences in what's needed in the world of business from a gender basis? Not only are females not good at asking for it, they're not good at offering it up to be mentors either. And so we have to continue to foster that type of mentorship and make sure that all of our young professionals are getting a good relationship from both males and females in their professional careers.”*”We really know that how we're going to continue to win and dominate as we've been doing in this space is to just continue to win one customer at a time. It is always about iterating and reiterating over and over again on what we do and how we do it because it's about making that next customer experience even better.”Time Stamps[0:39] Meet Julie Weingardt, Chief Operations Officer at Turo[2:31] How did Julie get her start in CX?[7:41] How did Julie's experience in ranching shape her leadership style?[14:47] What was it like working for a BPO in the early days of CX?[17:06] How did Julie become COO of Turo?[21:47] What is the customer experience like at Turo?[26:48] How do they solve a CX issue at Turo?[28:15] How did business change through the pandemic at Turo?About our guest, Julie WeingardtJulie Weingardt is an operations executive who believes the most important customer interaction is the one that happens next. Julie strives to transform customer touchpoints into powerful relationship- and brand-building tools through the use of highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omni-channel operational solutions using combinations of internal and outsourced teams. Julie's career background includes executive operational roles at Startek, Sitel, and Sykes. She attended the University of Northern Colorado and holds a certificate from Cornell University's Johnson Graduate School of Management in Executive Leadership.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Julie on LinkedInLearn more about TuroConnect with Larry on LinkedInCheck out HGS

822: The last decade is referred to as the Age of the Customer due to the digital capabilities that have unlocked the customer experience and increased personalization. In this episode of Technovation, we feature a panel from our September Metis Strategy Digital Symposium where Fahim Siddiqui, CIO of the Home Depot, and Kristie Grinnell, CIO of DXC Technology, discuss the future of the digital customer experience with Metis Strategy Partner and East Coast Lead Alex Kraus. Throughout the session, these two executives share how technology has improved the value streams and end-to-end process behind the customer and employee experiences, how data has allowed them to measure the user experience and take corrective action, and how that same data is at the center of the relationship between the customer and the employee. Finally, these executives speak about the culture of learning they foster to stay ahead of trends, the office of AI that was set up to manage risk, and the role leadership plays in shepherding cultural change at the company.

822: The last decade is referred to as the Age of the Customer due to the digital capabilities that have unlocked the customer experience and increased personalization. In this episode of Technovation, we feature a panel from our September Metis Strategy Digital Symposium where Fahim Siddiqui, CIO of the Home Depot, and Kristie Grinnell, CIO of DXC Technology, discuss the future of the digital customer experience with Metis Strategy Partner and East Coast Lead Alex Kraus. Throughout the session, these two executives share how technology has improved the value streams and end-to-end process behind the customer and employee experiences, how data has allowed them to measure the user experience and take corrective action, and how that same data is at the center of the relationship between the customer and the employee. Finally, these executives speak about the culture of learning they foster to stay ahead of trends, the office of AI that was set up to manage risk, and the role leadership plays in shepherding cultural change at the company.

This episode features an interview with Scott Booker, Chief Customer Officer at EasyPark Group, a leading global parking tech company with the vision to make cities more livable. Scott has extensive experience in leading large organizations in travel, retail e-commerce, and the consumer marketplace. He is the former President of Hotels.com Worldwide and Chief Marketing and Product Officer at Copart. And on this episode, host Larry Fleischman and Scott discuss how he built a loyalty program at Hotels.com, creating different customer experiences for new customers versus loyal ones, and making an experience so easy and simple that customers don't need to call in for support.Quotes*”If you don't disrupt [the industry] yourself, somebody's going to do it for you.  And that's what Hotels.com was doing in the hotel space. They were disrupting. And I wanted to be a part of that.”*”It's always cheaper to keep a customer than it is to go acquire a new one. How do you treat a new customer through customer service versus an existing one? Should they have a different service? We decided we would create a separate call center environment, customer experience environment, for those loyalty customers. They got a special number, they got special treatment. We would send out gift bags for our most loyal customers so that they felt like they were a part of something bigger.”*”It's okay for customers not to have to call in. The best experience is the experience where it's so easy and simple that they don't need to call in. I think over the last 10 years, I've learned in my career how to build the most amazing experience where you don't need somebody to call in.”*”If we can make it super easy for the consumer, then we're helping the city improve the flow of traffic through the city. And we're making it so much easier for somebody to live in that space because they can use a mobile app with ease.”*”We need to fail fast and learn from it. How do we put something out there in an A/B test fashion without too much exposure so it doesn't risk the business, but in a way that we can test it on a micro level and understand what the impacts are?”Time Stamps[1:23] Introducing Scott Booker, Chief Customer Officer at EasyPark Group[3:26] Learn about Scott's background and path to CCO at EasyPark Group[6:17] Hear about Scott's first job out of school at Accenture[7:12] What did Scott learn about customer experience while at Blockbuster?[12:49] How did Scott fundamentally shift the CX at Hotels.com to drive growth?[20:36] How did Scott create the loyalty program at Hotels.com?[25:56] How do you create a low- or no-touch customer experience?[31:33] What's Scott's take on striking a balance between automation and human interaction in the customer experience?[34:02] What's Scott's appetite for risk? And how does he handle change management at speed?[37:02] What's in the future for EasyPark Group?BioScott Booker is Chief Customer Officer at EasyPark Group. He has held leading positions at large scale, digital marketplaces. Most recently at Copart, the number one global leader in online vehicle auctions. Prior to Copart, Scott had several leading roles at Expedia Inc., one being President of Hotels.com, where he led the company's rapid global expansion. Scott also has profound experience developing transformational growth strategies.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with ScottLearn more about EasyPark GroupConnect with Larry on LinkedInCheck out HGS

In ep 139, we delve into the intricate world of digital customer experience, spotlighting the exceptional strategies employed by WebSource. As online interactions become the norm, ensuring a seamless and memorable digital journey for users is paramount. WebSource, with its innovative services and user-centric approach, has emerged as a frontrunner in this space. From the simplicity of their online experience to the diverse range of services tailored to modern consumers, we uncover what truly sets WebSource apart. Additionally, we explore the game-changing features of their mobile app and the advantages of self-checkout stations. Join us as we dissect the elements that make WebSource a beacon of excellence in digital customer experience. Whether you're a budding entrepreneur, a seasoned business owner, or just someone keen on understanding the digital landscape, this episode promises a wealth of insights.   Learn more about building your digital presence at KeronRose.com and check out the Digipreneur FM Website to stay up to date on the podcast.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #212 we  welcomed Tom Martin, CEO at Glance based in Wakefield, MA. Glance makes it easy to provide personal, human-to-human customer experience in digital environments.Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue. The world's largest enterprises trust Glance to empower their customer-facing teams and deliver frictionless, at-the-exact-right-moment customer consultation. With integrations with Salesforce, Twilio, Genesys, ServiceNow, and more, Glance fits seamlessly into even the most sophisticated CRM-CX tech stack.Discover the power of Glance guided CX at https://www.glance.cx/cxchroniclesIn this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #212 Highlight Reel:**1. Bringing human & digital worlds together to create world class customer experiences 2. Prioritizing customer conversations & identifying solutions to find new customers 3. Creating an omni-channel tech-stack to meet your customers where they already are 4. Building a cohesive, understandable and repeatable story to engage your customers 5. Leveraging feedback to drive growth & continuous improvement out of the gates  Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Tom MartinClick here to learn more about GlanceIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchroniclesSupport the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Last month, the Office of Management and Budget released a guidance on digital customer experience. The policy guidance sets policy recommendations for agencies to make digital government services "easy to use, trustworthy and accessible." The White House's corresponding fact sheet lays out successes, challenges and the future of digital government as it evolves. GovCIO Media & Research Managing Editor Ross Gianfortune, Staff Writer/Researcher Jayla Whitfield and Staff Writer/Researcher Anastasia Obis discuss the ways agencies can adopt digital government principles laid out by the White House.

This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips and advice. This episode is a goldmine of wisdom from a dynamic leader driving the future of digital customer success. Tune in and equip yourself with the tools and insights to improve your own customer success program. You can't afford to miss this one!Jen's LinkedIn: https://www.linkedin.com/in/jmjackson/Resources Mentioned in this Episode:BooksHubSpot's list of 20 great CS books: https://blog.hubspot.com/service/customer-success-books#oneDigital Customer Service: Transforming Customer Experience for an On Screen World: https://amzn.to/3YVpZMiPodcastsLeadership with Heart: https://heatheryounger.com/podcasts/Gain Grow Retain: https://podcast.gaingrowretain.com/Support the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This episode features an interview with Craig Antonucci, Chief Experience Officer at Autocar, the only American truck manufacturer focused on trucks for severe-duty vocational applications. Craig brings 25 years of experience in building businesses large and small. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for companies including Apple and Humana. And in this episode, he discusses what it was like becoming the youngest Operations Director in the history of Vermont American, how he reached a critical turning point in his career and decided to start his own business, and turning data points into a customer journey.Quotes*”Pay attention to the details of what it is that your customer wants out of their experience. Because if you don't, then they're gonna notice it and you're gonna miss out.”*”There's an art of positioning yourself to help your customer understand the important things and not focus on the things that aren't really important.”*”I'm also a musician. And there's no better feeling than having a great crowd. When you're playing and you have a bad crowd, it can drain you really quick. So you have to find those places where you can trade that energy with other people. That's a core principle of customer experience too, is how do you tap into that energy of the customer and turn it into a positive thing.”*”A CX leader needs to know how to sell, whether you're a good salesperson or not. You have to know basic sales. You know the basics of communicating with people effectively, getting your message in short and quick, following up with them, paying attention to the verbal and body cues, and just everything that goes along with sales. If you don't have those skills, you're not gonna be a good CX leader.“*”How many times have you found yourself in a meeting thinking about a deadline for another client that you have? That's just a terrible way to live as a person, but you're not gonna be very successful as a leader because if you're not focused in the moment, people are gonna pick up on it. And customers notice that too. They wanna feel important, they wanna feel like you're giving them every bit of attention that you would at that point in time.”Time Stamps[0:50] Introducing Craig Antonucci, CXO at Autocar[2:18] How did Craig navigate imposter syndrome as the youngest Operations Director in the history of Vermont American?[5:25] How did Craig get into Customer Experience?[10:26] Hear about the one day that changed Craig's career trajectory.[13:55] How did Craig get into teaching and mentorship?[19:50] How did Craig's understanding of CX gel at JL and BPA Quality?[24:30] How did Craig become Autocar's first CXO?[29:02] What's a raving fan, and how do you create them?[36:01] How does Autocar think about the customer experience?[45:24] How did Craig's move to Birmingham, Alabama shape his perspective on CX?BioCraig Antonucci is Chief Experience Officer at Autocar. He brings 25 years of experience in building businesses large and small. He's well-versed in all functions of an organization and able to create, build, lead and manage and flourish in any complex team structure. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for companies including Apple and Humana.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with CraigLearn more about AutocarConnect with Sohaib on LinkedInCheck out HGS

As we gain experience in an industry, it's easy to develop blinders based on the region of the world in which we live and work. How are digital analytics and digital marketing different in South East Asia as compared to the US and EU?  What is a “super app”?  What are some of the key differences in the customer experience? On this week's episode, Jim and Jason welcome back Jon Narong to discuss his experience living in Thailand for the last 6 years after living in the Bay Area.  Jon shares insights on key customer experience differences between South East Asia and North America & Europe, the reasons for them, and the adjustments he's made.   THANK YOU We know your time is limited, so it means a lot to us that you would spend some of your time with us. If you have found this episode to be valuable, we would appreciate if you would share it.   And if we are getting you hooked, don't forget to subscribe, like, and recommend on your favorite podcast platform.   WHERE TO LISTEN The 33 Tangents video simulcast is now available on YouTube Subscribe on Apple Podcasts Subscribe on Google Podcasts Listen on TuneIn Listen on Amazon Music   WHERE TO FIND US Website: www.33sticks.com Email: Podcast@33sticks.com Twitter: https://twitter.com/33Sticks Facebook: https://www.facebook.com/33sticks/ YouTube: https://www.youtube.com/channel/UC8KUpp_LygXotCrKgR9ZoBg

This episode features an interview with Sarah Diegnan, VP of Customer Experience at ChartHop, a dynamic, visual, and actionable people analytics platform that helps companies manage and support their employees. Sarah leads ChartHop's customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals to make sure customers get the most out of ChartHop. With a background in structural engineering, Sarah's career has taken her from building cathedrals to building customer relationships. And in this episode, she discusses how to systematically design the customer journey, and how she drives value from day one, and how she creates that stickiness factor to get customers hooked on the ChartHop brand.Quotes*”You really have to think through: Who are my customers? What are they buying? Why do they need us? Why do they use us? I think sometimes we get caught in a little bit of a trap because we are the ones that have to define what value means for our product.”*”At the end of the day, your customer journey is truly project management. I mean, it's customer management at that point. And so how I've always thought about customer journey in a lot of ways is, you're building a building, Like you start by digging the ground and building the foundation. And in a lot of ways, that's not the most attractive part of the building. But if you don't have a strong foundation, you don't have anything. And so that's what I always compare to your onboarding and your implementation. And so I do think there is correlation between building a building and the customer journey.”*”I feel really strongly that the best experience that we can provide to our customers is the one that is rooted in process, and everyone follows the same process. And that's not to say that we treat everyone like a number. Every customer is gonna have their own unique style. Every customer is going to have their own unique use cases and challenges. And I welcome all of that. I want that. But the foundation has to be the same.“Time Stamps[0:52] Introducing Sarah Diegnan, VP of Customer Experience at ChartHop[4:02] How Sarah started as a structural engineer, designing a cathedral[9:47] Sarah's “reckoning” where she pivoted to Customer Experience[13:35] About Sarah's journey to Opower[24:33] How does Sarah apply her expertise to CX at ChartHop today?[29:34] How does ChartHop use KPIs and metrics to tune into CXBioSarah Diegnan is the VP of Customer Experience at ChartHop. Sarah has over 10 years of experience in customer success and operations, having served in various leadership roles at companies such as Acuity Brands, Opower, and Adura Technologies. She is a results-oriented leader with a proven track record of building and scaling successful customer success organizations. She is passionate about driving value for customers and helping them achieve their goals.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with SarahLearn more about ChartHopConnect with Sohaib on LinkedInCheck out HGS

763: Tony Thomas, Chief Digital and Information Officer of Signify, discusses the remarkable transformation he led at the company focused on rethinking the digital customer experience and fostering an agile culture with a digital mindset. We explore Signify's five-frontier strategy and how digital plays in each frontier. We also delve into how the company is digitalizing offers, co-innovating with business partners, and refiguring the business from the perspective of the customer. Tony shares his reflections on his career experience and the tech trends on his radar that are shaping the future of lighting.

763: Tony Thomas, Chief Digital and Information Officer of Signify, discusses the remarkable transformation he led at the company focused on rethinking the digital customer experience and fostering an agile culture with a digital mindset. We explore Signify's five-frontier strategy and how digital plays in each frontier. We also delve into how the company is digitalizing offers, co-innovating with business partners, and refiguring the business from the perspective of the customer. Tony shares his reflections on his career experience and the tech trends on his radar that are shaping the future of lighting.

The Covid-19 pandemic pushed the healthcare industry to its limits, but it also led to new opportunities in terms of accelerating digital transformation. In this episode, we discuss the growth of digital transformation in healthcare with Tracey Weber, SVP of Digital Products, UX and Operations at CVS Health. Tracey joins us with over twenty-five years of experience in leadership roles across multiple consumer industries and extensive digital operations. Before joining CVS Health, Tracey was the General Manager of Marketplace and Digital Ecosystems at IBM, the President and COO of Gilt Group, and held several other leadership positions at companies like CitiBank, Travelocity, and Barnes & Noble. Today, Tracey shares some of the newest trends companies adopt to fulfill the rising consumer expectations for digital healthcare experiences.

Are you hoping to increase customer engagement and drive revenue growth by enhancing your digital experiences? As technology advances, new tactics and strategies are being developed to differentiate your business from the competition and offer customers unique experiences that will keep them coming back for more. Shamir Duverseau is the Co-Founder of Smart Panda Labs, a company which helps marketers at enterprise companies in the early stages of digital transformation to get more done. Today, he will share why creating a road map is relevant to the company's goal and how you can implement it to your company. He will also tell amazing stories of successful people that will inspire you to keep pushing into the next level of your life. Resources Smart Panda Labs Official Website Smart Panda Labs Facebook Shamir Duverseau LinkedIn Smart Panda Labs Twitter

We are delighted to welcome Jacob Shipley, Manager of Digital Customer Experience at Tyson Foods, on this episode of Social Pros. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud ICUC Full Episode Details Social media is a minefield. At times, it can feel impossible to get that viral post or create enough content to get in front of the right people. But consistency is key. On this episode of Social Pros, we spoke to the epitome of consistency on social, Jacob Shipley. Jacob is the Manager of Digital Customer Experience at Tyson Foods. He explains how patience is a virtue on social and why creating regular, high-quality content is more likely to breed success than banking on one viral post. Plus, he explains his background in the industry, his work with YouVersion and provides tips for growing followers organically. It's a must-listen!  In This Episode: 0:00 – Introduction 3:37 – Let's introduce Jacob Shipley 4:48 – Jacob's day-to-day at Tyson Foods 6:51 – First party data tools 101 10:00 – Tapping into niche audiences 13:59 – Follower growth the right way 17:55 – Keeping consistent on social 22:01 – Jacob's advice for budding social pros Resources Schedule a consultation with ICUC Grab your free Social Media Audit Bundle Follow Tyson Foods on Twitter Tyson Foods Follow Jacob on Twitter Follow Jacob on LinkedIn  Visit SocialPros.com for more insights from your favorite social media marketers.