CX Champions

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enJanuary 04, 2024

Driving Change: Turo’s Trailblazing COO, Julie Weingardt

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.

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enDecember 21, 2023

Learn more about Pink Zebra Moving

Becoming the Pink Zebra: How CEO Ron Holt Created the “First Happy Moving Company” By Prioritizing CX Over Profit

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.

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enNovember 30, 2023

Speed Matters: How EasyPark Group Chief Customer Officer Scott Booker Stays Agile for High Customer Satisfaction

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?

Bio

Scott 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.

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enNovember 08, 2023

Connect with Sohaib on LinkedIn

Welcome to Season 3 of CX Champions!

A brand new season of CX Champions is on the way. HGS is excited to bring you insights from top CX leaders at your favorite brands. So get ready to dive deep into the minds of industry pioneers who have mastered the art of crafting unforgettable digital customer experiences.

We’ll be chatting about how to upgrade your digital customer experience from leveraging AI and data analytics to harnessing the power of storytelling to engage your audience like never before. We’ll also discuss keys to success and lessons from people who have spent decades in the CX industry. This podcast is your go-to resource for elevating your digital customer experience game.

So, whether you're a seasoned CX professional or just stepping into this exciting realm, CX Champions is your compass to navigate the intricate landscapes of modern customer interactions.

Get ready to unlock a world of CX possibilities. Don't miss out – subscribe now and never miss an episode. In the meantime, visit HGS.CX/insights for more information on how to transform your digital customer experience! And if you or someone you know would like to be a guest on the show, you can email us at podcast@teamhgs.com.

enOctober 25, 2023

How to Create Raving Fans like a CX Rockstar with Craig Antonucci, CXO at Autocar

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 many leading global companies. 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?

Bio

Craig 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 many leading global companies.

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enJuly 27, 2023

Learn more about ChartHop

Designing the Blueprint for Lifelong Customers with Sarah Diegnan, VP of Customer Experience at ChartHop

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 CX

Bio

Sarah 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.

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enJune 22, 2023

Learn more about Amplify Credit Union

A PR Executive's Guide to CX Transformation: Stacy Armijo at Amplify Credit Union

This episode features an interview with Stacy Armijo, Chief Experience Officer at Amplify Credit Union. Amplify is a member-owned financial cooperative with more than 57,000 members and over $800 million in assets. They’ve been serving all 50 states since 1967. At Amplify, Stacy is in charge of Marketing, Communications and Social Impact. She also handles Retail, Payments & Operations, Human Resources and Training. She has over 20 years of professional experience in the industry. In this episode, Stacy explains how to build meaningful, impactful programs to create a job you love. She describes effective PR strategies, and what resources are most important for any company.

Quotes

*“I have a unique skill set in bringing the right words to the right ideas to make those ideas meaningful and impactful for others. And when I think about what combines all the things that I do, and the moments in my professional or personal world where I have felt like I really did something, like I really made an impact and it was unique and it was valuable, it can be boiled down to something sort of like that.”

*“I think so often people underestimate what they do well. They tend to focus only on what they don't do well and how can they mitigate the liabilities of what they don't do well as opposed to, ‘I do this really well, how can I lean into that and make that more effective?’”

*“In my career, I think about, ‘What is my current experience and does it satisfy all three Gs? Am I giving something? Do I feel like I'm contributing in a way that's meaningful and useful? Am I getting something? Is there something that I'm getting back in terms of what I'm learning and how I'm growing? And do I feel gratitude? Do I feel gratitude for the people I get to work with, for the compensation that I get to earn for all the opportunities that I have to be involved in things?’ And if I can say yes to all three Gs, I'm in the right place.”

*“In my opinion, someone who is an effective public relations professional is good at anticipating the point of view of the people that they're interacting with. Understanding the messages that have meaning for them. And expressing them in a way that gets somebody to move to action. In essence, that's what a good PR person can do. That's not different from what a good customer service person can do.”

*“I see an opportunity to be more authentic and to connect to something that's more real for people. And then to take the personality of the institution and carry that through.”

*“Money is not your most precious resource. It is attention. Attention is your most precious resource in an organization. And so to be able to say ‘great idea, not today,’ is something that I do all the time.”

Time Stamps

[00:03:17] Stacy’s elevator pitch

[00:11:39] How Stacy’s career started

[00:14:55] The overlap between PR and CX

[00:16:42] Making your work personal

[00:22:31] Making the most of your resources

[00:25:41] Designing online channels

[00:31:09] Prioritizing digital customer service

[00:35:23] The start of fee-free banking

[00:40:26] The future of CX

[00:47:08] Making the most of your strategy

Bio

Stacy is Chief Experience Officer with Amplify Credit Union, a $2B community financial institution based in Austin, Texas. At Amplify, her responsibilities include (1) Marketing, Communications and Social Impact; (2) Retail, including Branches, Contact Center, Wealth Management and Consumer Lending; (3) Payments & Operations; and (4) Human Resources and Training. She started her career in communications, having spent over 16 years at Pierpont Communications and working up from an account executive to EVP. She brings with her over 20 years of professional experience overall, and has also served as a Lecturer at the Stan Richards School of Advertising and Public Relations at UT at Austin. There, she taught “Strategies in Public Relations.”

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enJune 01, 2023

Connect with Sarah on LinkedIn

Sarah Owen: Revolutionizing Claims Payments at One Inc.

This episode features an interview with Sarah Owen, Chief Product Officer at One Inc, the leading digital payments network in the insurance industry. Sarah joined One Inc. in 2021, and brings with her deep payments knowledge. She has more than 20 years of experience in leadership roles at First Data, Heartland Payment Systems, Vantiv, and TSYS. Sarah is also an inventor, having patented and served as co-inventor on several mobile and digital payments solutions. In other words, she’s a true payments expert. And in this episode, we’re learning from her about making a better product by putting customers front and center, identifying the moments that matter in your customer’s journey, and how One Inc. is at the forefront of a new age in the insurance industry.

Quotes

*”If you’re not solving problems for the customer, keeping the customer front and center, and ultimately improving their experience, then no one's going to buy your product.”

*”Customer experience, from my perspective, is all about mapping out that customer journey to really understand the points that matter. What do you need to make sure that you get right? So it is about storytelling.”

Time Stamps

[2:23] How Sarah’s work-to-give mindset has shaped her career

[5:19] What’s Sarah’s approach to customer experience

[6:20] How did Sarah get into CX?

[11:43] How low-code no-code helps with digital transformation

[13:27] How is One-Inc a B2B2C company?

[16:39] How Sarah identifies the moments that matter through customer journey mapping

[19:21] How One Inc. is revolutionizing the insurance payments process

[21:38] How legacy insurance companies operate, and why the established payments processes have lasted

[25:49] How One Inc. uses tokenization to protect payment information

[30:57] What does Sarah think about the future of payments?

Bio

Sarah Owen is Chief Product Officer at One Inc. Owen joined One Inc. in October of 2021 following a career driving product innovation, development and business transformation for payments. With increasing levels of responsibility, she has managed large product portfolios and built new products across card issuing, consumer loyalty and payment facilitator lines of business. For over two decades she has held senior roles at companies including First Data (Fiserv), Heartland (Global Payments), Vantiv (FIS) and she most recently served as lead for the Customer Engagement Portfolio for TSYS, a business unit of Global Payments. Owen combines her deep payments knowledge with a passion for helping clients transform their digital experiences and is a true champion of innovation, having patented and served as co-inventor for multiple mobile and digital payment solutions. Based in Atlanta, Sarah has also served as a mentor for TechStars and is an active volunteer in the local community.

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enMay 18, 2023

Connect with Jeffrey on LinkedIn

Jeff Newman: Personalizing CX at Porsche in a Digital-First World

This episode features an interview with Jeff Newman, Manager of Customer Care for Porsche North America. He works to provide Porsche car customers with a best-in-class experience that aligns with Porsche’s 75-year history of brand excellence. In this episode, Jeff shares his leadership philosophy, and what he’s seen work over the course of his career. He also explains what makes a customer experience program successful, and how he’s built the program at Porsche.

Quotes

“I think that being an effective leader… it's the same arrows in the quiver, if you will. So whether it's in retail, whether it's in contact centers, or sales or service or tech support, you can still be a great leader. The same things that helped me be successful on the retail side was no different once I came over to the contact centers.”

“It’s difficult to say that something is or isn't working if everybody's doing it in many different ways. So to me, one of the things I always like to do in a new role is asking if we have standard processes in place for a good 80% of what we do. So let's standardize what we're doing, and then we can go back and simply measure and say, is this working or is this not working?”

“I am a huge proponent of quality assurance. It's something I am extremely passionate about. It's something I'm trying to finish a book on. But quality assurance in human behavior skills is something that I will never, ever, ever dictate with scripts.”

“People can typically handle when changes are made, when they're being informed why. And so while I started out in the field, I always promised that if I ever became a corporate guy, that I would never be that person that's sitting in the ivory tower, sort of doing the regal wave to everybody. I'm never gonna be that person that's gonna let things happen to people without them being part of the process.”

“To me, when you have a well-oiled quality program set up, a huge component of that is knowing the individuals. Everybody is a unique individual and you have to treat them as such. It's the only way you're gonna be successful.”

“[I have] this mantra, like everything that we do, whether it's building customer experience programs or agent programs or anything: how are we showing that we value your time?”

Time Stamps

[04:47] How Jeff got to where he is today

[07:50] Jeff’s leadership philosophy

[08:34] The importance of data

[10:28] Standardizing customer service

[17:26] Running a well-oiled program

[20:48] How Jeff coaches

[22:36] A customer field study

[27:59] The importance of a purpose-driven brand

[37:32] Jeff’s future

Bio

Jeffrey Newman is Manager of Customer Care for Porsche Cars North America. He’s been with the company for 8 years, having started in April of 2015. Before Porsche, he served as Director of Customer Service for the Northeast Region for American Express. He has also held leadership roles at Windstream Communications, Alltel and Walmart. He has a B.S. in Marketing from Rochester Institute of Technology.

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enMay 03, 2023

Embracing Change to Transform Your CX with Sarah Dekin of Hometap

This episode features an interview with Sarah Dekin, President and COO at Hometap, an equity-sharing company that invests in homes in exchange for a portion of the home's future value. Prior to her work at Hometap, Sarah served as CMO at Virgin Money and ZipCar as well as EVP of Strategic Marketing and Development for the House of Blues. And in this episode, Sarah shares what she’s learned about customer experience along her career path from the House of Blues to Hometap. She also talks about her key mentorships, knowing when to accept an opportunity, and how she’s blazing a trail in the homeowner experience at Hometap.

Quotes

*”I was working on strategy and planning, and we needed some help in business development. And business development is something I'd never done. And to be honest with you, negotiating in general is something that intimidated me a little bit. But it was probably because of that that I thought I should really take advantage of this opportunity and give it a try, even though it made me nervous. But I only did that because I knew that right behind me, [my mentor] Joe would be there. He wasn't gonna let me fail. And so I think for anyone who finds himself looking at an opportunity like that, definitely go for it.”

*”The first point of contact for most of our homeowners is the website. And we believe in very simple, very straightforward [language], as transparent as possible. No buzzwords, no jargon, easily understandable phraseology and very transparent demonstrations of how the pricing works and lots of FAQs so that people can self-serve to the extent that they want. We have a very easy to use but robust scenario planner tool where our homeowners can change [different factors]. I think there's nothing better than actually interacting with the scenario rather than, you know, reading a multi-page document.”

*”Whether it comes through in your digital experience or whether it comes through in the individuals with whom the homeowners interact, we do have a very homeowner-first mentality. We have homeowner values around respect, kindness, and empathy. And if you can have that as a core value not just for the frontline people, but for your product team, your designers, your engineers, and for your marketing team, those are going to mutually reinforce what will come out at the end as a very authentically kind and positive experience for the homeowner.”

Time Stamps

[1:40] Introducing Sarah Dekin, COO and President at Hometap

[3:37] What did Sarah learn about CX at the House of Blues?

[9:26] How did the House of Blues create its unique customer experience and build a name for itself in the industry?

[11:22] When did Sarah know it was time to move on from the House of Blues after 10 years?

[16:06] How did Sarah get involved with Zipcar, and how were they a disrupter in customer experience?

[22:32] How did Sarah leverage Zipcar’s dedicated member base to help make important decisions?

[24:20] How was Virgin Money pushing the envelope in online banking?

[27:48] What is Hometap? And how are they providing an entirely new financial tool to homeowners?

[34:42] Tell me more about the Hometap customer experience

Bio

Sarah Dekin is the current Chief Operating Officer at Hometap. Sarah was previously with The Greene Turtle Sports Bar & Grille, Sarah Dekin Growth Company Executive and Advisor, Virgin Money, Zipcar, and House of Blues. Sarah has over 25 years of experience in marketing and strategic planning. She is a graduate of the University of Southern California. Sarah has an MBA from Harvard Business School and a BS in Economics from Trinity College-Hartford.

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enApril 19, 2023

From the Navy to Twilio: Glenn Weinstein’s Path to CX Excellence

This episode features an interview with Glenn Weinstein, Chief Customer Officer at Twilio, a global leader in customer engagement platforms with a market cap of over $8.5 billion. Prior to leading global customer experience at Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google. And in this episode, Glenn discusses how to introduce IP into your company, the line between good and bad automation, and delivering on the basics of your customer promise so that you can broach more complex customer needs.

Quotes

*”There's no fast path to admiral or general in the army. The value of that is not just the respect you get from peers and teams, but also confidence. I would never wanna start my career in a position [that’s] too high… You've gotta keep your eye on the goal, [which] is to build experiences and build confidence. The career ladder comes. it will come by you excelling at your job, being a good teammate. But you don't want to come in on day one and be like, ‘How do I make my way to level 3, 4, 5, 6, 7?’”

*”Where automation makes people's lives easier, you want it and you wanna push it. You shouldn't have to do anything other than text a message to a number to accomplish something. That's good automation. Then there's bad automation, which is annoying, which is marketing driven and non-consensual. When you're forced to talk to a chatbot instead of a human, because you can just tell they're trying to cut costs. That's an unnatural level of automation. It's not a customer experience-centric way to build.”

*”One of the things Twilio talks about all the time is conversations with customers that start out as an automated conversation should be able to seamlessly drift into a live conversation and back, and be recognized as a single thread. That to me is one of the ultimate manifestations of customer engagement, where it crosses channels and feels like a continuous conversation. That's one of the things we preach at Twilio. Customer engagement, meeting customers where they want to be met, not where you want to meet.”

*“I kind of think of this as like Maslow's hierarchy of needs translated into technology or for any company. This is a theory that says that if you don't take care of someone's basic needs, you haven't really earned the right to their attention for some higher order stuff. For humans, the basic needs are shelter, food, and oxygen. And now you can start talking about higher level things like fulfillment and satisfaction. So at Twilio, the version of that is the basic needs of our customers. Their messages need to reach their recipients. Their messages need to comply with requirements so they're not blocked or filtered by carriers. You need to be able to send the volume of messages… If we don't take care of those basics, we haven't earned the right to talk about improving your marketing strategy, improving your ROI on customer engagement. All that stuff comes later. And that's really a lot of the Twilio value proposition, but we don't have the right to talk about that until we handle the basics.”

Time Stamps

[0:16] Introducing Glenn Weinstein, Chief Customer Officer at Twilio

[2:51] How did Glenn get started in the tech industry?

[4:50] Learn about Glenn’s experience in the Naval Academy and how his education there led him into a tech career

[8:01] What was it like consulting for Lockheed Martin in the 90s?

[10:41] Why having a strong technical background is an advantage as a leader in software companies

[12:47] What the Navy taught Glenn about running a SaaS company

[14:32] How did Glenn come to co-found Appirio?

[17:32] How did Glenn and his co-founders know when it was time to sell Appirio?

[20:45] How did Glenn build the skills to run his own business?

[25:36] Where is the correct balance between human interaction and automation?

[27:21] How do you decide where to experiment in the customer experience?

[33:38] Glenn’s advice for offering a world class customer experience

Bio

Glenn represents the voice of the customer, with responsibility for Twilio’s technical support, customer success, customer experience, professional services, and systems integrator partner teams. Before Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google, and he has also led consulting and support teams at numerous public software companies. Glenn received a BS in Computer Science from the U.S. Naval Academy, and an MS in Computer Science from Rensselaer Polytechnic Institute.

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enApril 05, 2023

chief customer officer

Introducing CX Champions!

Well, hello! We’re gonna guess that you opened your podcasts today and saw CX Champions. And you thought to yourself, “CX Champions? I didn’t subscribe to CX Champions.” And you would be right.

We took CX Detectives and are remixing it. We’re doing our OWN spin on customer experience. So welcome!

During the show, we’ll be interviewing disruptors in the CX space. People who aren’t afraid to challenge the status quo and get things done on THEIR OWN terms.

In each episode, you’ll hear deep insight into how they built their careers in CX by helping some of the most iconic brands in the world engage their customers.

CX Champions is an UNSCRIPTED masterclass on how YOU can stand out, think differently, and re-imagine what a Customer Experience could look like in a digital-first world.

So settle back, grab a drink, and get down with CX Champions on your podcast player of choice.

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enMarch 29, 2023

Connect with Dutta on LinkedIn

The Case of the Missing Customer with Dutta Satadip, Chief Customer Officer at ActiveCampaign

This episode features an interview with Dutta Satadip, Chief Customer Officer at ActiveCampaign, a leading cloud software company offering a category-defining customer experience automation platform. Dutta is a tech industry veteran with over 20 years of experience, having held leadership roles at companies like Pinterest and Google. In this episode, Dutta talks about understanding the ins and outs of customer pain points, building mutual accountability with customers, and key automation techniques that help hook customers.

Quotes

*”One of the things we did was to start something called an accelerated onboarding. It's not optional to attend it. We are gonna reserve spots for you. We give you a slot. That has been a good way for people to create a little bit of mutual accountability [with clients]."

*”Sometimes people are just putting stuff in [their] cart and are not gonna come back. In 2021, we did a study and customers had left over 76.4 million dollars of revenue in their shopping carts. So we're talking about a [potential] customer who we haven't recovered. [Our clients] have used automation to remind people, ‘Hey, you have left this in the cart. Here’s a little bit of a coupon.’ We see almost 14% recovery [with them]. As a business, if you're not employing these automation techniques, you are leaving customers on the table and as a consequence, money on the table.”

*Having a good top line mission and a leadership team that buys into that mission and vision is super important. Because at the end of the day, if something is not happening, it's because it's not getting prioritized. So ultimately I think a lot of the onus of making clients successful has to come from leadership.”

Time Stamps

*[0:07] The Case of the Missing Customer

*[0:32] Introducing Dutta Satadip, Chief Customer Officer at ActiveCampaign

*[0:54] Dutta’s Co-Detective Credentials

*[6:19] Evidence #1: Client doesn’t know their customers well

*[13:34] Evidence #2: Client has insufficient communication with their customers

*[17:40] Evidence #3: Lack of automation

*[25:10] Evidence #4: Client doesn’t know how to encourage customers to become lifetime customers

*[39:46] Debrief

*[41:04] HGS Pub

Bio

Dutta Satadip is the Chief Customer Officer at ActiveCampaign and is a tech industry veteran, thought leader and keynote speaker who specializes in customer strategy, customer acquisition, customer retention and scaling operations.

Dutta has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Pre-Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries.

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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.

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enOctober 26, 2022

Connect with Janelle on LinkedIn

How to better understand your customers as humans and support a more diverse UX with Janelle Estes, Chief Insights Officer at UserTesting

This episode features an interview with Janelle Estes, Chief Insights Officer at UserTesting, an on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves throughout any experience and why. Janelle has over 15 years of experience in customer research for both B2B and B2C companies to help them transform their customer and user experiences. She has also held UX research consulting roles at Nielsen Norman Group and Forrester Research. In this episode, Janelle talks about understanding your customers as human beings, engaging them in the feedback and development process, and embedding the customer voice in your business.

Quotes

*”Customer experience is really about people, and serving your customers as people and human beings.”

*”Without the context of understanding your customers as humans and hearing from them [about] why they might have given you a low NPS rating or why they're leaving a particular page, you can't make an educated decision of what to do and how to fix it.”

*”The interesting thing about people and customers is that while they don't wanna be tracked, they wanna be heard… You've heard the phenomenon, like everyone hates surveys, nobody fills them out, only a small percentage fill them out because they're tired of them… What this study and research uncovered was that people aren't fatigued by taking surveys. They're actually fatigued by taking surveys and then the company not actually doing anything with the information.”

*”Don't try to change everything at once. Don't try to boil the ocean. Find one or two places in that product development flow that you really want people to talk to customers and then find a way to embed it there.”

*”How do we get to a place where we're not just over indexing on all the things people are doing and where they're clicking and what they're saying on all these different platforms? What if we just reintroduced the customer as a person that is next to us every day or provides intelligence to us on an ongoing basis? To me, that's the future. And that's what gets me super excited about what we have in front of us. And I think there's so much room and opportunity for us to reintroduce the human into the business conversation.”

*”The really interesting thing about personas to me is that we tend to think that everybody who falls into that persona is the same, but there's so much variety within personas. And so imagine if you could go talk to five people that fit into the profile of your key persona. You're gonna meet five very different people.”

Time Stamps

*[0:04] How to better understand your customers as humans and support a more diverse UX

*[0:28] Introducing Janelle Estes, Chief Insights Officer at UserTesting

*[5:55] How UserTesting helps organizations connect with customers

*[8:34] What is a customer experience narrative?

*[10:51] Finding inspiration from your own best customer experience

*[11:30] The revealing metrics behind customer behavior

*[16:35] How UserTesting engages customers in their own experience

*[25:49] Where to begin when wanting to better understand your customers

*[32:32] Why it’s critical to talk to customers who fit your ideal guest persona

*[34:21] Debrief

*[35:21] HGS Pub

Bio

Janelle is an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years’ experience conducting large-scale customer research initiatives for both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences. Janelle is responsible for stewarding the future of Human Insight and translating that into opportunities to evolve the UserTesting platform. Prior to UserTesting, Janelle held UX research consulting roles at Nielsen Norman Group and Forrester Research.

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enOctober 12, 2022

Connect with Sri on LinkedIn

The Case of Slow Customer Onboarding with Srikrishnan Ganesan, Co-Founder & CEO of Rocketlane

This episode features an interview with Srikrishnan Ganesan, Co-Founder and CEO of Rocketlane, a high-growth customer onboarding software that lets you collaborate with customers. Sri has over nine years of experience growing and scaling SaaS companies. In this episode, Sri discusses how to speed up employee communication across silos, the critical customer onboarding timeline, and developing accountability with customers so they take some ownership of their own experience.

Quotes

*”We figured out what [our customers’] biggest time sinks are and automated some of those. [Then] built a beautiful experience that makes those people look good in front of the customer. It [was] like [an] aha moment for them to say, ‘Hey, wow, this is where I spend a lot of my energy wastefully. And the product is doing all this for me. And it's not one more tool. It’s the tool that I'm going to use with my customers during this whole engagement. It's getting rid of multiple tools and making it one singular experience.’”

*”From an efficiency standpoint, there's a lot of ways in which you can see the benefit of better onboarding. Firstly, if you get everyone to execute in a coordinated way on time, it gets your customer to value faster. And that's super important for SaaS because very often churn happens because it's been six months since you bought a product. You have some sort of an implementation that happened, but then you're not truly live yet. Your team hasn't adopted that software yet. And when it comes up for renewal, you're gonna be like, we didn't see [the] value.”

*”The more you control [onboarding] and actually get the customer live in three to four weeks, you're more likely to have that successful partnership with them and build upon where you start.”

*”Especially if you're selling to mid-market or enterprise, you're never truly done onboarding the customer. You're done with phase one. You're gonna start phase two next. So there are ongoing initiatives that you want to run collaboratively with the customer, where you wanna hold the customer accountable as well, and deliver a better experience on both sides.”

*”Is my customer success team playing offense or defense and why? By playing offense, we mean, are they focused on expansion and focused on going after more use cases, doing more with the customer, setting up more integrations, et cetera? Or are they on defense saying, ‘Hey, sorry, but we are not able to deliver on this yet’?”

*”If you do a great job during onboarding, then automatically you are more on the offense than on defense with those customers. If you do a sloppy job, you're on the back foot from the get go. You can't talk renewal. You need to first win back trust from the customer again before you go that direction.”

Time Stamps

*[0:11] The Case of Slow Customer Onboarding

*[0:30] Introducing Srikrishnan Ganesan, Co-Founder & CEO at Rocketlane

*[1:21] Get to know Rocketlane

*[9:50] Evidence #1: Employee communication is siloed

*[15:56] Evidence #2: Customers are left to conduct their own orientation of the product

*[26:14] Evidence #3: Customer onboarding is standardized

*[19:19] Debrief: Review takeaways

*[30:05] HGS Pub: Lyssa and Sri celebrate cracking the case

Bio

Srikrishnan (Sri) Ganesan is a co-founder of the fast-growing customer onboarding platform Rocketlane, a SaaS product that helps businesses by replacing generic project management and document collaboration tools with a unique, unified workspace. Sri has spent his last nine years building and scaling SaaS businesses. His last startup was acquired by Freshworks (NASDAQ:FRSH) in 2015 and went on to become their fastest-growing product (Freshchat). He is passionate about all things CX and startups.

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enSeptember 28, 2022

Implementing Invisible Technology to Power Great Customer Experiences with Tom Martin, CEO at Glance Networks

This episode features an interview with Tom Martin, CEO at Glance Networks, a software company that provides in-the-moment web and mobile co-browsing, screen share, and video solutions that help increase customer satisfaction, improve brand loyalty, and drive new revenue. In this episode, Tom talks about the key to brand loyalty, removing friction points in the customer journey, and how the best technology is invisible.

Quotes

*”The loneliest place in the world isn't the desert, it's the internet. And people wanna do business with other human beings that they know, like and trust. And when you realize that the world has gotten really complicated and then you have to do everything digitally, we realized that this human piece, this human component, married and brought together with digital suddenly is like the winning combination to really deliver the outcomes that businesses are looking and seeking to achieve.”

*”When you can be a business that can help people achieve [their] goals by providing that level of expertise in the middle of a journey, you realize [that] we can actually get more people through that journey and have the outcomes that we're looking for. And that's why people stay in touch. They have a great relationship and suddenly you're the face of that company. The technology needs to be there, but suddenly it's that emotional connection that binds you to that company, into that product that suddenly makes you that lifetime or higher loyalty customer.”

*”Humans take the path of least resistance. They're like water. And so if you can remove steps and reduce that friction, that might be the biggest reason why people choose to work with you versus someone else.”

*”I think about technology, and if you can make technology create an experience that allows two people to engage and communicate, and they never have to know how the technology works, it's never really present, and it works in the background, suddenly you're like, we've achieved Nirvana.”

*”I.M. Pei, the great architect, always said, 'Simplicity is the art of design.' And so, you look at Japanese woodwork and you realize it's so complex, but on the outside, it looks so simple. And the beauty is so apparent. But behind it, it's all these little widgets and connections and joints to create this experience. And I think that to me is what most companies are attempting to achieve. Not all actually achieve it, but how do you create simple experiences knowing the technology is the enabler of the experience?”

*”I think you start with the customer journey and you also try to start with how customers are also buying and consuming other things, not just within your own environment. Because today, businesses are really competing against other experiences.”

*”When you can have an experience [where you] order something and it shows up tomorrow, you then have to ask yourself, Why is it so hard to buy a car? Why is it so hard to apply for a mortgage? Why is enrolling in healthcare this hard and it takes so long? My expectations have shifted, not because my expectations of healthcare have shifted. It's because I'm having better experiences elsewhere.”

*”The best companies have organized around saying someone needs to own the journey, the experience. What is our face to the customer? Knowing full well that they're gonna need to interface with different parts of the business to make it happen, to make it be realized. But you can't sit there and have different parts of the organization be like, ‘No, we're gonna do it this way and we're gonna do it this way.’ It has to be a unified approach.”

Time Stamps

*[0:10] The Case of Implementing Invisible Technology to Power Great Customer Experiences

*[0:24] Introducing Tom Martin, CEO at Glance Networks

*[6:35] Facilitating conversation and collaboration using embedded technology

*[8:53] Where to begin your technology journey

*[10:51] Finding inspiration from your own best customer experience

*[14:42] Creating a unified approach to CX

*[21:59] Personalizing the future customer experience

*[23:42] Creating an affordably luxurious experience for your customer

*[31:46] Extending your brand through the experience

*[33:10] Debrief

*[34:15] HGS Pub

Bio

Tom Martin serves as chief executive officer of Glance, and oversees the company’s strategy, product development, and go-to-market activities. Tom is known as a customer experience and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. Since that pivot, Glance has experienced multiple years of 70 percent of Year over Year growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier, mountaineer, and competitive cyclist.

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enSeptember 14, 2022

Welcome to Season 2 of CX Detectives!

A brand new season of CX Detectives is coming. HGS is excited to bring you insights from top customer experience leaders from B2B and B2C companies. We’ll hear from leaders at companies like Glance, Rocketlane, Onriva and more about how to make your customer experience truly exceptional. Join us as we team up with some of the greatest minds in customer experience to solve the toughest challenges yet. Welcome to CX Detectives.

enSeptember 07, 2022

Leveraging Technology to Improve the Employee and Customer Experience with Venu Gooty, SVP of Digital Strategy and Transformation at HGS

This episode features an interview with Venu Gooty, SVP of Digital Strategy and Transformation at HGS, a global leader in consumer engagement, digital CX, and business process management. Venu has over 18 years of IT experience. And at HGS, he’s helping global brands optimize their operations so they can give customers a world-class experience. In this episode, Venu discusses how using a fit index in the hiring process improves employee retention, making sure employees have the best tools for the job, and tracking employee sentiment using analytics.

Quotes

*”Businesses really need to think about how to support customers in the channels of their preference. Customers are becoming more demanding in terms of how they would like to be responded to and the kind of experiences that they would like to see versus the experiences that you think you would want to provide to them.”

*”Fit index allows us to better understand and engage the candidates on various parameters and criteria. We're also leveraging AI in order to truly identify which are those individuals who have higher likelihood of joining us and not attriting, because attrition is a huge problem within the contact center industry. The technology is enabling us to say a person with this kind of characteristics and these kind of attributes are the right fit based on the past employee behaviors, or based on the characteristics that we've used for previous screening of employees.”

*”The hiring process is extremely challenging and it's also pretty time consuming. So that process is something that we have significantly streamlined using recruit bot application. It allows the applicant to get hired within two hours of their application, if they are interested in streamlining and fastening up that entire process. That also has enabled us to actually reduce the amount of back and forth that happens with the agents because previously, the amount of back and forth that we used to see was almost two to three weeks just from apply to hire time frame. But right now we have cut it down to an average of less than a day and as fast as less than two hours at this point.”

*”How do you capture the tribal knowledge that is there among the employees and bring that knowledge and institutionalize it so that it's not just dependent on one individual who has all of that knowledge, but among that entire team, among the organization, so that anyone can respond to those queries and anyone can refer to the knowledge on a real-time basis and get those right answers during the client conversations?”

Time Stamps

*[0:09] The Case of Leveraging Technology to Improve the Employee and Customer Experience

*[0:31] Introducing Venu Gooty, SVP of Digital Strategy and Transformation at HGS

*[7:30] Evidence #1: High employee churn rate

*[21:20] Evidence #2: Employees are working with disparate tech tools

*[34:27] Evidence #3: Doesn’t know how to measure employee sentiment

*[39:18] Debrief

*[40:24] HGS Pub

Bio

Venu Gooty is a passionate and accomplished executive with over 18 years of IT industry experience. His deep expertise in data-driven marketing, digital transformation, digital customer experience, AI and big data analytics, is helping leading global brands improve customer engagement, optimize their operations, reduce costs and increase revenue.

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enJune 01, 2022

strategy

digital transformation

Connect with Bruce on LinkedIn

Tackling CX in the Year of Agility with Bruce Temkin, Head of the Qualtrics XM Institute

This episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility.

Quotes

*”What we realized is this year, and probably even going farther out into the future, the organizations that succeed are those that can do that faster, learn faster, propagate insights faster, adapt faster. And so that's why we called it the year of agility. And we've been helping the organizations and the people that follow us try and think about how they can build agility into everything that they do.”

*”Move away from an obsession of focusing on trending. A lot of the work happens in experience management and customer experience is around trending. How are you doing over the last year? And moving into an obsession with sensing. So what are you doing to listen and understand and sense those changes? That was a big shift.”

*”If you step back and go, ‘Our customers are going to be asking for things differently. We're going to have different segments of customers and we're going to have employees who have a different view of work.’ In that environment, it's ripe for disrupting through a really good experience design. So these are the moments when you want to step back and say, ‘Okay, we might have been successful. We might still be successful in this moment. But there's enough changing that we can take advantage of that change by doing something substantially different and new.’ And those are a couple of the practices I think come into play during the year of agility.”

*If we look at the business school, people trained in finance and people trained in making sure we hit our numbers, they're trained to be defensive. Like, demand shifts, so what do we do? We cut back our costs to reflect it. But this is a moment where offensive moves can be equally and maybe even more profoundly valuable.

*”I want leaders to spend less time asking about numbers and measurements. I don't care if you have a dashboard. I don't care if someone's coming to present numbers. I want you to ask two questions: What are you learning? And what changes are you making based on what you learned?”

*”Even when we're talking about technology in this space, ultimately we're doing it in the service of people. We can talk about data, we can talk about insights, we can talk about design. At the end of the day, what we're trying to do is to create experiences for human beings that helps them achieve the thing that they want to achieve. And hopefully do it in a way that satisfies the goals of an organization. And so if we're not ultimately thinking about what it's doing to each and every human being there, then I think we're missing the point.”

*”How do we center ourselves so that we can be the best of who we are even in an environment of change? I think there's the organization stuff that's really important. But, you know, maybe even more important is how we think about ourselves as professionals and how we think of ourselves as human beings, and how we deal in that world of chaos that we're in.”

Time Stamps

*[0:09] The Case of Tackling the Year of Agility

*[0:31] Introducing Bruce Temkin, Head of the Qualtrics XM Institute

*[8:34] Evidence #1: Needs other ways to listen to customers

*[15:03] Evidence #2: Wants to shift internal culture, but worries about change management

*[24:34] Evidence #3: Doesn’t know how to adjust to change personally

*[30:32] Debrief

*[31:43] HGS Pub

Bio

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.

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enMay 18, 2022