CX Champions
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Top 10 CX Champions Episodes
Goodpods has curated a list of the 10 best CX Champions episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CX Champions for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CX Champions episode by adding your comments to the episode page.
04/25/24 • 47 min
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 CX
About our guest, Shep Hyken
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times an...
01/11/22 • 30 min
This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.
Quotes
*“I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology if you're not thinking about the implications of the customer experience. Same thing if you're exclusively thinking about the customer experience and not figuring out ways to leverage technology to deliver that experience.”
*”Our entire team has an understanding of the end user. And our product managers have an end user focus. Their core job is to make sure they're bringing to the table this end customers’ core needs, and they can know that customer better than anybody. And then they can interface with the technology and the engineers to figure out a solution together, and make sure we're building the right solution. User research and user testing is a big piece of that. Having somebody dedicated to knowing that user and being their advocate within the product delivery process is very impactful for us.”
*”I love sales. We wouldn't have any jobs if it weren't for sales. But I think the place I've seen some cultures go wrong is being very sales driven, where you have a customer or a certain set of customers ask for functionality and just smashing it through the product without really understanding how it affects the core offering and the rest of the user base. So we're lucky that we can take a look at that from all angles instead of any individual perspective.”
*”[Customers] want us to take good care of their packages, to alert them when we have a package and make sure we deliver a package when we say we're going to, the way we say we're going to. But beyond that, anything we can do to bring some excitement and beauty into the process is really important for that end user.”
*“The most important thing to me is the symbiotic nature of technology and customer experience. In this day and age, you can't really have one without the other. Or you can, but it just won't be a great experience.”
Time Stamps
*[0:08] The Case of Multiple End Users
*[0:33] Introducing Boone Putney, Chief Technology Officer at Fetch Package
*[8:57] Evidence #1: Using clunky pre-existing tech tools
*[12:37] Evidence #2: Most processes are manual and inefficient
*[22:54] Evidence #3: Gig workers' rely on their parent company's app
*[27:19] Debrief
*[28:11] HGS Pub
Bio
Boone has spent over 25 years writing software from games for the TI-83 calculator to developing solutions for Fortune 500 companies facilitating billions of dollars in annual transactions. Luckily enough, his first introduction to programming was in 2nd grade as part of an advanced curriculum in the Austin area public school system. He soon convinced his parents to purchase the first family computer with a 25MHz processor and 8MB of memory. Boone continued his software engineering education through high school and college where he graduated Summa Cum Laude with a degree in Computer & Electrical Engineering from the University of Texas. After graduation, Boone spent the intervening years developing software and leading teams across large multinational corporations and start-ups alike including UPS, State Farm, Waldo, CardMyYard, and Pizza Hut.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Boone on LinkedIn
Building Your Customer Experience from the Ground Up with Robin Laine, Co-Founder & CEO of Transect
CX Champions
11/17/21 • 26 min
This episode features an interview with Robin Laine, CEO and Co-Founder of Transect, a SaaS company providing automated environmental compliance solutions for the built world. Robin talks about advocating for the customer, making a product 10 X better than the competition, and the life cycle of a startup.
Quotes
*“We really should be the guide along a customer's journey, not the hero of their journey. Like they are the hero, right. We're just here to make their lives better. And so much of it is listening to their pain points, listening to what brings them joy, listening to the words that they say, and then writing them down and then saying them back to them. I mean, that's literally what we do. We do a lot of case studies with our customers and we'll take the exact words that our customers say about why they like Transect, some feature that's helpful for them, and we'll regurgitate it in a marketing campaign because we know that that's what their peers are used to hearing.”
*“We make money to control our destiny as a startup. The more that we can control our revenue, the more we have choice over who our future investors are, among other things. We're making money so that we can all continue to enjoy this really awesome culture that we've built and continue to build what we want to build and do what we want to do on our own timeline.”
Time Stamps
*[0:07] The Case
*[1:20] Introducing Robin Laine, Founder and CEO at Transect
*[5:08] Evidence #1: Mis-identifying the target customer
*[12:27] Evidence #2: Solving for the wrong problem
*[19:12] Evidence #3: Product is too similar to others on the market
*[21:30] Debrief
*[22:30] The HGS Pub
Bio
Robin Laine is the CEO and Co-founder of Transect.com. She has spent over 15 years managing natural resources compliance and permitting projects across the U.S. Along with navigating federal, state, and local permits for her clients, Robin established in-house natural resource compliance processes for oil and gas companies and gave presentations across the U.S. educating various industries on how to best manage federal and state environmental regulations.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Robin on LinkedIn
Inside OLLY’s Digital Strategy: Jennifer Peters on Using Martech and AI to Enhance the Customer Experience
CX Champions
08/29/24 • 36 min
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 Beh...
04/11/24 • 29 min
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 E...
03/28/24 • 49 min
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 Life
About our guest, Nicholas Holland
Nicholas 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 friends
This podcast is brought to you by HG...
01/04/24 • 36 min
This episode features an interview with Micah Sampson, Head of Customer Experience at Intuit, a powerhouse in the FinTech space with sub brands like TurboTax and QuickBooks and Credit Karma that drives revenue close to $30 billion annually. In his role at Intuit, Micah spearheads customer experience management, investing time working directly with product managers, developers and partners to identify and solve customer problems, optimize business processes, and foster customer loyalty and retention. His team is truly customer obsessed. Their mission is clear: constantly improve customer satisfaction, reduce churn and drive revenue growth for Intuit's formidable portfolio of brands. So in this episode, Micah and host Larry Fleischman discuss setting a high standard for CX across multiple brands, getting employees to take extreme ownership of the customer experience across the company, and empowering customer choice through AI, data and technology.
Quotes
*”One of the things that we talk about at Intuit is extreme ownership. It's no one person's role to ramp for peak season. It's all of us. It's all of our job to make sure that the voice of the customer - the things we're hearing feedback from the call centers, feedback from the product surveys - it's all of our job to collate that and share that back to the business so we can get better every year.”
*”Saying, ‘We need to delight our customers.,’ I hate the word delight. And the reason I hate that word is because it's very subjective, right? Delight for me may be different from delight for you. And so you can't solve for that.”
*”There were agents who were very technical and could solve for the customer, but they weren't very empathetic. And while they would have short call times and probably solve for the customers, their CSAT scores were very low. Versus an expert who maybe is not the best technically, but talks to every single customer like they're their neighbor and would perform extremely well.”
*”The only commodity that we can never get back is time. And so if we waste your time, we're taking away a commodity that you can never get back. And so we really focus on effort. What's the level of effort that our customers feel they have to go through when they're interacting with the product, when they're interacting with an agent, all those things?”
*”It's up to the customer. I think that is one of the things that we often lose sight of. So I think for us, it's about choice, right? It's really like, what are our customers saying? What's important to them? And how do we serve the needs of all those customers?”
Time Stamps
[0:55] Meet Micah Sampson, Head of Customer Experience at Intuit
[2:18] How did Micah’s background as a financial advisor shape how he thinks about CX?
[3:01] What patents did Micah work on to improve the CX at Intuit?
[10:57] About Micah’s career path at Intuit
[11:30] What are the challenges to leading CX at Intuit?
[15:23] What are the benefits to having multiple sub brands?
[18:51] How does Micah think about CX?
[21:49] What has Micah learned about CX along the way?
[24:43] How much of the customer experience is automated at Intuit?
[26:36] What does the future of CX look like at Intuit?
[28:14] How does Micah’s experience as a Six Sigma Black Belt shape his approach to CX?
[31:36] What’s an amazing customer experience that Micah has had personally?
About our guest, Micah Sampson
Micah Sampson is Head of Customer Experience at Intuit. He has been with the company for over 13 years, having started in October 2010 as a Sales and Support Rep. Prior to Intuit, Micah served as a Financial Advisor at Merrill Lynch and A.G. Edward & Sons. He has also been a Project Manager at Market Central.
Thank you to our friends
This 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.
Links
Connect with Micah on LinkedIn
12/21/23 • 36 min
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 Weingardt
Julie 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 friends
This 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.
Links
Connect with Julie on LinkedIn
11/30/23 • 40 min
This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.
Quotes
*”Sometimes I would lose competitive bid situations to folks who didn't have near the grit that I have. But the consumer made their choice. And so, there was a moment of reflection during those early years of where I had to really think differently about how I was going to grow the business. Obviously, hard work is always going to be a part of that recipe, but there has to be something else. At the end of the day, it's all about the consumer. What do they want?”
*”Most businesses, even today, don't understand that their business has to be unique and different. It has to be remarkable and memorable.”
Time Stamps
[1:56] Introducing Ron Holt, CEO of Pink Zebra Moving
[3:11] The journey of Ron Holt
[5:22] How did Ron address the challenges of starting a new business?
[7:21] How did Ron start Two Maids and a Mop?
[16:44] The birth of Pink Zebra
[20:59] How Pink Zebra offers a remarkable moving experience
[21:29] How does Pink Zebra make moving fun?
[22:45] The importance of customer engagement in the moving industry
[23:56] Scaling personalization in the moving industry
[30:03] The surprise box: A unique Pink Zebra offering
[38:00] The future of Pink Zebra and the moving industry
[39:38] The measure of success for Pink Zebra
About our guest, Ron Holt
Ron Holt is the Founder of Pink Zebra Moving, having started the company in 2020. He is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. His specialties are franchise development, management, sales & marketing, and leadership. Ron has been ranked 6th in the 2017 Bulldog 100 Fastest Growing Companies, named by Entrepreneur Magazine as the 11th Top New Franchise in America in 2018, won the 2019 UGA Entrepreneurial Spirit Award, and recognized many other times for his outstanding entrepreneurship.
Thank you to our friends
This 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.
Links
Learn more about Pink Zebra Moving
Typeform's Vision for AI-Driven Holistic Customer Experience with Chief Product Officer Aleks Bass
CX Champions
08/01/24 • 49 min
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 Technology
About our guest, Aleks Bass
Aleks 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 expan...
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FAQ
How many episodes does CX Champions have?
CX Champions currently has 36 episodes available.
What topics does CX Champions cover?
The podcast is about Podcasts, Business and Customer Experience.
What is the most popular episode on CX Champions?
The episode title 'Delivering 18 Years of Bold CX: Christian Mitchell's Journey at Northwestern Mutual' is the most popular.
What is the average episode length on CX Champions?
The average episode length on CX Champions is 33 minutes.
How often are episodes of CX Champions released?
Episodes of CX Champions are typically released every 14 days, 21 hours.
When was the first episode of CX Champions?
The first episode of CX Champions was released on Oct 12, 2021.
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