31 OCT 2023 · Doing what's right for your customer is what's right. It’s that simple. https://www.linkedin.com/in/angelaalea/, President and Chief Revenue Officer at https://www.lasso.io/ shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships. Key theme: serve first — from that, revenue comes. Join as we discuss: - Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer - Why it’s important to measure success — not satisfaction - Whether your customer is seeking the best price, or the best partner - How to make your consumers feel cared for and supported More information about Angela Alea and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/angelaalea/ - Company Website: https://www.lasso.io/ - Other Relevant Link: https://www.publix.com/; https://www.chick-fil-a.com/; https://www.delta.com/

24 OCT 2023 · Solving for multiple stakeholders is the essence of human-centered design. Our latest guest is http://linkedin.com/in/sairataneja/, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at https://www.coverwhale.com/, a leading insurtech company specializing in the commercial auto industry. Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education. Join as we discuss: - Why Human-Centered Design is crucial in improving the customer journey - How data impacts customer experience and business strategy - How businesses can effectively address the needs of multiple stakeholders - How a company can maintain consistent CX during scaling and growth - Where tech and personal touch intersect in the commercial auto industry More information about Saira Taneja and today’s topics: - LinkedIn Profile: http://linkedin.com/in/sairataneja/ - Company Website: https://www.coverwhale.com/ - Other Relevant Link: https://www.coverwhale.com/about/; https://www.ideo.com/

17 OCT 2023 · As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally? Our latest guest, https://www.linkedin.com/in/rina-rasheed-johnson/, is the VP of Marketing of https://www.patelco.org/, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars. Join as we discuss: - How authenticity in marketing can influence customer behavior - How a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brand - How credit unions differ from banks, and the distinction between a member and a customer - How organizations can empower local leaders to customize marketing efforts while staying true to the brand's values More information about Rina Johnson and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/rina-rasheed-johnson/ - Company Website: https://www.patelco.org/ - Other Relevant Link: https://www.in-n-out.com/

10 OCT 2023 · How do people experience you? Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, https://www.linkedin.com/in/melissa-wright-b70bb58/, Chief Sales & Marketing Officer at https://www.apmortgage.com/, explains the transformative power of putting people first in business. Join us as we dive deep into the world of customer service, personal branding, and the art of creating lasting connections, all leaving a positive mark on both your business and the lives you touch. Join as we discuss: - What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiences - How personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organization - How to create effective video content, and why being yourself is the key to connecting with customers - How to find balance in showcasing your expertise and sharing personal interests - How radical generosity can transform your business relationships

3 OCT 2023 · This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, https://www.linkedin.com/in/michelleburrows/. She currently serves as CMO at https://www.playvox.com/, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience. Join us as we discuss: - How effective communication, support, encouragement, and education can accelerate the journey to success - Why it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they need - When to offer self-service options over personalized assistance - How to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfaction - Why CMOs should embrace their role as storytellers More information about Michelle Randall and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/michelleburrows/ - Company Website: https://www.playvox.com/ - Other Relevant Links: https://www.rei.com/

19 SEP 2023 · 70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest guest, https://www.linkedin.com/in/annadewargully/, Co-Founder and Co-Chief Executive Officer at https://www.tidalequality.com/, is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore the profound connection between justice, equality, customer experience, and employee experience. Anna shares a powerful and relatable example of how this theme surfaces in day-to-day experiences, and how inequality ultimately serves as a barrier to positive outcomes and impacts customer interactions. Join us as we discuss: - Why inequality is a mammoth problem that exists in our society - How equity and equality intersect - Where the focus should be: plurality vs. singularity - How effective consultation methods prevent costly mistakes in large corporations - Why two CEOs are better than one, and the power of partnership in creating change More information about Anna Dewar Gully and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/annadewargully/ - Company Website: https://www.tidalequality.com/ - Additional Links: https://www.linkedin.com/in/elaine-dewar-81215211/; https://flywheel.digital/; https://www.linkedin.com/in/kristenliesch/?originalSubdomain=ca

12 SEP 2023 · The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value. We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest https://joeycoleman.com/ is a Wall Street Journal best selling author of two books: https://joeycoleman.com/books/never-lose-an-employee-again/ and https://joeycoleman.com/books/never-lose-a-customer-again/. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings. Join us as we discuss: - Why CX and EX are two sides of the same coin - What the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyond - How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations - How to harness the potential of video messages More information about Joey Coleman and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/joeycoleman1 - Company Website: https://joeycoleman.com/ - Joey’s Books: https://joeycoleman.com/books/never-lose-an-employee-again/; https://joeycoleman.com/books/never-lose-a-customer-again/

29 AUG 2023 · How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX? In this episode we dive into the world of data sharing, consumer control, and the future of the mortgage industry. We’re joined by https://www.linkedin.com/in/brianvieauxcmb/, President and COO at https://finlocker.com/, a company that challenges and enables banks, credit unions, and mortgage lenders to re-imagine customer relationships and to provide personalized financial solutions and experiences. Their solution: a mortgage readiness set of tools. Join us as we discuss: - What it really means to be a B2B2C company - How FinLocker’s technology is revolutionizing the mortgage process, empowering consumers and loan officers alike - Why the local loan officer is still the hero in the mortgage industry More information about Brian Vieaux and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/brianvieauxcmb/ - Company Website: https://finlocker.com/ - Other Relevant Links: https://finlocker.com/fintalk-newsletter/; https://www.linkedin.com/showcase/fintech-fridays-podcast/; https://www.linkedin.com/in/andriathomas/, https://www.linkedin.com/in/sandrodinello/, https://brentwoodgrille.com/

22 AUG 2023 · The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. In this episode, we meet with https://squareup.com’s Global Head of Customer Success, https://www.linkedin.com/in/wheeless/, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce. Join us as we discuss: - What customer empathy means and why it’s important - Whether or not an internal tech team is advantageous - How Square’s remote transition has lead to a happier and more diverse workforce - How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks) More information about Naomi Wheeless and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/wheeless/ - Company Website: https://squareup.com - Naomi’s Personal Website: https://naomiwheeless.com/ - Other Relevant Link: https://www.chick-fil-a.com/

15 AUG 2023 · Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust. https://www.linkedin.com/in/aaronpainter/ is the CEO of https://www.getnametag.com/, the world's first identity verification platform designed to protect accounts from impersonators and AI generated deepfakes. In this episode, he dissects the standard protocol of security questions and the impact it has on both the employee experience AND the customer experience. Aaron knew there had to be a better way to prove who's behind the screen. Thus, Nametag was born. Join us as we discuss: - How EX inevitably impacts CX: when employees feel heard, customers feel heard - How Nametag’s technology is streamlining human identity - Why deepfakes are becoming an enormous problem - What exactly MFA is, and how it’s evolving over time - How to build company culture in the remote world: steps to improve EX More information about Andrew Carothers and today’s topics: - LinkedIn Profile: https://www.linkedin.com/in/aaronpainter/ - Company Website: https://www.getnametag.com/ - Aaron’s Book:https://www.amazon.com/LOYAL-Leaders-Winning-Customer-Employee/dp/1619617528 - Other Relevant Link: https://www.warbyparker.com/