How to Be a CX Gladiator with Chris Hsu, Co-founder and CEO of Zibo

06/23/21 • 16 min

When it comes to thrilling CX, few can compete with what was once the ultimate viewing experience: the battle between gladiators in the Roman Colosseum. Between the towering walls, packed stadiums, exotic animals, and fearsome warriors, it wouldn’t be the worst way to spend a day (unless you happened to be in the show).

With that level of entertainment still striking awe nearly 2,000 years later, we had to dive deep into what it takes to create a lasting CX impression. Luckily, Chris Hsu, Co-founder, and CEO of Zibo, knows what it takes to make your customers obsessed with your product. Let’s figure out how to make your CX the champion of your company (hopefully with a little less drama than the Romans).

Experience: Building for the needs that your customers don’t even know they have

Inspiration: The Roman Colosseum

Modern Day Execution: Chris Hsu, Co-founder, and CEO of Zibo

Three Takeaways

Allocate money for deep customer research.
Figure out your customer’s Top 10 pain points, and start working towards resolving their concerns.
When you focus on innovating your product, you can find solutions to problems your customers haven’t even noticed before.

Key Quotes

“Everything starts with deep customer insight.”
“If we just did our customers' Top 10 needs, we would find ourselves with a platform where we've optimized for everything that everyone has asked for, but we haven't innovated and created opportunities they don't know exist.”
“Trust is the number one most important thing”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Experience: Building for the needs that your customers don’t even know they have

Inspiration: The Roman Colosseum

Modern Day Execution: Chris Hsu, Co-founder, and CEO of Zibo

Three Takeaways

Allocate money for deep customer research.
Figure out your customer’s Top 10 pain points, and start working towards resolving their concerns.
When you focus on innovating your product, you can find solutions to problems your customers haven’t even noticed before.

Key Quotes

“Everything starts with deep customer insight.”
“If we just did our customers' Top 10 needs, we would find ourselves with a platform where we've optimized for everything that everyone has asked for, but we haven't innovated and created opportunities they don't know exist.”
“Trust is the number one most important thing”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Previous Episode

How to Bring Your CX Out of the Stone Age with Daniel Sines, CEO and Co-Founder of Traitify

In 1940, four boys wandering the hilly countryside of rural France discovered a cave filled with prehistoric paintings depicting charging bison, stags, and horses. Despite being 17,000 years old, the images were not only identifiable, but powerful.

Images have been used throughout history to convey profound meaning in an instant. From Egyptian hieroglyphs to emojis,it’s like the saying goes: “a picture is worth a thousand words.” So we talked with Daniel Sines of Traitify about how he’s putting pictures to work to enhance the customer experience.

Experience: A picture is worth a thousand words

Inspiration: The Caves of Lascaux

Modern Day Execution: Daniel Sines, CEO and Co-Founder of Traitify

Three Takeaways

Pictures can be used instead of text to convey meaning quickly.
Giving candidates feedback on their job application ensures a positive experience as well as positive brand association.
Give candidates an application you wouldn’t mind completing yourself.

Key Quotes

“What we help companies to do is reduce turnover and increase performance in their workforce by aligning the right candidate with the right role. And that is really to the benefit of both parties. We're trying to create happiness in the workplace, which is a real challenge.”
“At the core, we need to treat candidates like customers. That's been a problem that has not been solved in the entirety of the recruiting experience over years and years. We often treat these people as more of a commodity than a customer.”
“The truth is that for every one of these brands, your people are your most important part of your business. They should be the area that you invest the most in if you want to have the best results for your company.”

Links

Traitify

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Next Episode

Making Customer Education an Art with Ben Kovalis, Co-founder and CMO, Art AI

By flying above the clouds, Jacqueline Cochran also broke through the glass ceiling. During WWII, she brought women’s aviation to the forefront of the war effort. She taught women to be as good if not better at flying than the men — redefining aviation education at the time.

In aviation, understanding your product can make the difference between life and death. Though the stakes aren’t as high for a lot of us, customer education is a crucial part of CX. Ben Kovalis, Co-founder and CMO of Art AI has become a pro and fierce advocate for customer education.

Experience: Educating your customers

Inspiration: Jacqueline Cochran and the WASP

Modern Day Execution: Ben Kovalis, Co-founder and CMO, Art AI

Three Takeaways

Educate your customers and they’ll be your best advocates.
When your product is ahead of its time, educating your customers is critical to your success.
The more you educate your customers, the less fearful they’ll be.

Key Quotes

“When you have something that is unique, it gives you this opportunity to introduce something new to other people's lives.”
“The product that we're offering is not just beautiful, it is intellectual.”
“When you are in tune with the new developments in technology and AI, you have a strong understanding of how the future is going to look like. And then you're not afraid of it.”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives