Episodi
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The definition and application of CX differs from company to company, just like customers differ. The one thing that doesn’t change is the demand for exceptional self-service experiences and the key to creating them—product content.
In this special episode, our amazing new host Gal Oron, CEO of Zoomin, highlights what we’ve been hearing from some of the world’s leading companies about the importance of content. Listen in for their insights and techniques on utilizing this virtual gold dust to best support your customer’s on their journeys.
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How proactive are you about providing content to your customers to help them along their journey?
Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive micro-moments throughout the customer journey by offering up the knowledge they need, before they have to look for it. Listen in to learn how to properly use content to empower customers.
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Episodi mancanti?
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The content you make readily available to customers does the talking when your people are out of the room—is what you’ve provided able to do the heavy lifting between touchpoints?
David Hoare, VP of Content at ServiceNow, says content plays a critical role in the customer journey, from presales through renewals and everything in between. In this episode, David shares the data that proves technical documentation can drive sales and discusses how to present content seamlessly across your organization. Listen in to learn how to read the signals customers send through their interactions with your content.
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Are you tying customer experience to product marketing?
Carla Guzzetti, Vice President of Customer Experience and Product Messaging at Extreme Networks, says CX has to be cross-functional. In this episode, Carla shares how she and her team use initial research to impact design and truly understand the market and user value of their products. Listen in to learn how to differentiate your brand through design and create meaningful digital experiences for both your customers and your employees.
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Are you designing your systems and processes to meet your customer’s expectations?
Nanhi Singh, Chief Customer Officer at Imperva, says too many tech companies try to design experiences that fit their internal set ups. Instead, organizations need to view CX from the perspective of the customer, especially with their ever-evolving wants and needs. In this episode, Nanhi shares the four pillars of customer success she uses to take a clear, strategic approach to CX. As you listen, you’ll learn how to build a holistic view of your customers.
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Are you laying the proper foundation to build relationships with customers that will last a lifetime?
Judi Hand, Chief Revenue Officer at TTEC, takes a personal approach with clients to create a rapport that allows for honest feedback and growth. In this episode, Judi discusses the importance of finding common connections. From there, she moves on to understanding what they’re accountable for so she can help them accomplish their goals. Listen in to learn how to avoid complacency in your customer relationships and hear strategies for evolving your partnerships over time.
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Are you closing your feedback loop? More importantly, do you have the right stakeholders evolved across your organization to do so?
Naren Dukkipati, Senior Vice President of Software Engineering at Mastercard, says building the optimal structure to collect feedback, internally and externally, allows you to create a seamless brand experience.
In this episode, Naren shares how Mastercard leverages technology to meet the customer where they’re at and collect feedback so it can be filtered back to people who can implement it. Listen in to learn more about setting up a robust feedback loop and using it to elevate your CX.
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Your product exists to help your customers solve a problem, but are you continuously trying to understand the challenges they face?
Debra Squyres, Chief Customer Officer at HackerRank, says empathy is the best quality to have as a customer-facing leader. Once you can put yourself in your customers shoes, you can engage with them more effectively and get the feedback you need to improve. Listen in to this episode to hear Debra get deep on what levers you can pull to improve customer outcomes and, in turn, your bottom line. -
Does everyone in your organization, from an intern to the CEO, know how what they do on a daily basis affects your customers?
Bill Staikos, SVP, Evangelist, and Head of Community Engagement at Medallia, says understanding how you’re accountable to the customer is key to creating a truly customer-led culture.
In this episode, you’ll learn how to get everyone in your company engaged in CX and thinking with a “do right by the customer” mindset.
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The most valuable brands out there are able to draw a direct line between customer experience and their bottom lines.
In this episode, Greg Kihlstrom, best-selling author, speaker, advisor and Principal and Chief Strategist for GK5A, breaks down how to measure important aspects of CX so you can put the right metrics in front of a CEO. As you listen, you’ll learn how to tie customer experience to revenue enabling CX to become an investment priority for your organization.
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When a customer gives feedback, are you sharing it with someone who can use it?
Rachel Lane, Contact Center Principal at Medallia, says companies who don’t use the data they collect is one of her biggest CX pet peeves. In this episode, Rachel discusses all the ways data can be used better to give your customer experience a much more personalized approach. Along the way, you’ll learn how to get proactive about creating customer personas so you can surpass your customer's ever-evolving expectations.
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Dominic Constandi, Chief Customer Officer at ZoomInfo, says you need to hone in on metrics rather than take them at face value.
In this episode, you’ll hear how he looks at metrics like a pyramid. At the bottom is the preliminary data and at the top is the true story of what value customers are deriving from your products.
How do you reach the peak? Listen in to find out.
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Every metric has a story to tell. Are you reading them from start to finish?
In this episode, we’re joined by John O’Melia, Chief Customer Officer at Contentsquare. John says while leading indicators are the ones that determine whether or not your customer is going to be successful in the future, lagging indicators still have plenty of worth. Listen in to learn how to mine every last drop of value you can out of metrics and convert the data into value.
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David Sakamoto, VP of Customer Success at GitLab joins us on this episode to break down a classic chicken or the egg conundrum within CX. Is your customer experience strategy making your customers successful OR is experience the outcome of their success with your product? For David, the concept of CX is antiquated. Instead, adopting a broader view of customer success is the better way to go. Why? Listen to the episode to find out.
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Are you more focused on finding the best CX metric out there or finding the best CX metric for your organization?
Jon Mell, Chief Customer Officer at Board Intelligence and part time basketball coach, says you need to identify what your company wants to achieve and then zero in on the appropriate metrics to help you accomplish your goals.
“Everyone is looking for the perfect Xs and Os that guarantee a score every single time. They don't exist. Who have you got? What works for you? What's right for your team?”
In this episode, Jon breaks down where to focus your efforts and how to work towards positive results without losing sight of the bigger picture. As you listen, you’ll learn why you should think long-term and separate what you’re doing from how you’re doing it.
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“Dozens or hundreds or even thousands of decisions that you make in your business every single day contribute to what we have decided to call ‘the customer experience.’” Jay Baer is a customer experience expert and advisor, best selling CX author, and in-demand keynote speaker. According to Jay, when it comes to CX, actions speak much louder than words. And yet, so many companies claim to be ‘customer obsessed’ right up to the moment they have to take action.
In this episode, Jay breaks down why companies should take a granular approach to CX. As you listen, you’ll learn how to understand your customer’s expectations so you can exceed them.
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Leveraging technology while maintaining personal touch is a challenge all CX leaders face. Rachel Sheriff, VP of Global Customer Success at LogicMonitor, shares how she balances efficiency with connection using her “tech touch” approach.
Rachel also breaks some news to us: We're all in the business of sales. Though this doesn’t often look like what we think of as sales.
Listen in to learn how to sustainably differentiate yourself, which metrics to use as your North Star, and best practices for meeting customers where they are.
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You conduct the surveys, you look at the metrics, you map the journeys–and then you change to get better results next time.
Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is all about.
In this episode, Jim shares tactics from groups who are intentional about change management and shines light on who is best suited to take your organization in a new direction. As the discussion unfolds, you’ll learn how to evolve along with your customers’ desires and expectations.
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As a CX leader, how do you stay grounded in our fast-moving, complex world? Dixie Dunn, VP of Customer Experience at JFrog, keeps it simple. She brings clarity to the chaos using tried-and-true methods to prioritize customer outcomes. She finds focus by mapping the customer journey, identifying critical interactions, measuring them, and making them better.
Dixie lets us in on her approach, sharing the questions she asks herself and how she breaks complicated processes into bite-sized components. We dive into purposeful metrics, the importance of targeted feedback, and ways to make a tangible difference in your customers’ experience.
If you’re feeling flustered and need some focus, listen in. -
Ironically, customer success teams don’t always focus on making customers successful. What would it look like to truly maximize the value customers get out of our product?
CX speaker and writer Dan Gingiss knows that remarkable customer experiences are the best sales and marketing strategies. When customers see results from our products, they’ll stick around. And they’ll gladly tell their friends about us. Tune in to hear the Experience Maker himself share common CX mistakes and tips for putting customers first. - Mostra di più
