CX Champions

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 importan...

This episode features an interview with Dr. Eric Trepanier, Chief Strategy & Customer Officer at ODAIA, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales. Eric holds a Doctor of Pharmacy degree and has over 20 years of experience in the industry. He contributes to the overa...

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 man...

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 relationsh...

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 Compan...

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 hig...

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 ident...

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. A...

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 di...

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 Copar...

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...

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...

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...

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 Resou...

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...

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 experie...

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 c...

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 i...

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 challen...

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 out...

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 e...

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 acco...

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 t...

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 y...

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...