SimplifiCXM

What works (and what doesn’t) when building CX teams from scratch in organizations still learning to value customer experience. In this episode of the Simplify CXM Podcast , host Shilpa is joined by Shelly Chandler, SVP of Customer Experience at Wells Fargo. With two decades of experience spanning banking, consulting, and CX leadership, Shelly brings deep insights into what it takes to roll out su...

How can customer experience (CX) teams turn crises into opportunities for growth and action? In this episode, Shilpa is joined by Mary Catherine, a seasoned customer experience leader at Autodesk. Known for her expertise in creating actionable insights from customer feedback, Mary shares valuable lessons on CX strategies, handling crises, and the power of listening to both internal and external cu...

In this episode, I sit down with Chris to dive deep into what it truly takes to build meaningful and successful customer relationships. We talk about the importance of empathy, customer success strategies, and how connecting on a human level can transform the customer experience. Chris shares his insights on how businesses can move beyond logos and focus on the people behind them. One of his key e...

The ROI on CX takes time and this compounds the issues CX leaders have in organizations not sold on the vision yet. But there are ways to get around it. There are definitely ways to sell the benefits of delivering great CX - through small steps. Join me as I discuss pragmatic ways of furthering the cause of CX with the CEO of VistaXM, Erik Vogel.

There's a treasure trove of opportunities when it comes to CX and Marketing partnerships. Listen in as Shilpa Mudiganti and Vera Cuevas dig into real-life organization use cases that can be supercharged with a solid partnership between Marketing and CX.

Are you curious about the world of AI and how it's transforming customer experience? Ever wondered how AI can transform customer experiences in today's fast-paced business world? Well, in this insightful chat with Alyona Medelyan, CEO, and Co-founder of Thematic, we dive deep into the exciting realm of AI-powered customer feedback solutions. 🚀 What's the secret sauce behind AI and CX...

Want to know how powerful Customer Feedback is? In this podcast episode, the host Shilpa, interviews Dave Seaton, an expert in analyzing unstructured data for organizations. They discuss the power of analyzing customer feedback and sentiment to improve customer experience. Dave shares examples of how analyzing unstructured data can uncover insights and drive strategic decisions. They highlight the...

In this enlightening episode, Shilpa chats with Emma Sopadjieva, Head of Customer Experience Research and Insights at ServiceNow, about the transformative power of customer experience and loyalty economics. They discuss the essential role of inter-departmental collaboration, the evolving landscape of customer feedback collection, and the shift towards using multiple data sources and predictive ana...

Alfonso de la Nuez is the Co-Founder, CVO & BoD Member at UserZoom, The UX Insights System. Empowering the Digital Product Experience revolution and the new way of building software with experience insights. Originally from Madrid, Spain, Alfonso has 17 years of experience in User Experience, digital marketing, eCommerce, Web design, Web project management, user-centered design, and usability...

Jeff Sheehan is a Customer Experience Management Consultant aligning CX Strategy with Operating Models, Operations, and Outcomes. He is also the author of “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.” Jeff work as a CX Consultant and Strategic CX Business Advisor. His focus is to enable clients build and improve their customer experience mana...

A world-class cloud-focused, Enterprise and SMB Product leader, Deepak Deolalikar is focused on enabling organizations to realize new and recurring revenues through the delivery of strategically critical products in B2B SaaS, Cloud, Customer Experience (CX) and Mobile applications, driving customer value and sustainable revenue growth. Known for achieving and delivering top-line performance throug...

Liliana Petrova, Founder & CEO of The Petrova Experience. Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?" In this episode, Liliana shares insights into: ◈ Getting customer se...

Preeti Kotamarthi is the Behavioural Science Lead at Grab, the leading ride-hailing and mobile payments app in South East Asia. Preeti has set up the behavioral practice at the company, helping product and design teams understand customer behavior and build better products. She completed her Masters in Behavioral Science from the London School of Economics and her MBA in Marketing from FMS Delhi....