CX Coffee Chat

In this episode of the CX Coffee Chat, host Matthew Kettell speaks with Martin Jürgen Reindl, the Director of Implementation Management at Payhawk. They discuss the evolution of customer experience in the FinTech sector, the importance of implementation in ensuring customer success, and how Payhawk has adapted its approach as it has grown. Martin shares insights on building trust with customers, t...

In this conversation, ⁠Ally⁠, the Director of Customer Success at ⁠Yotpo⁠, shares insights into the evolving landscape of customer success, particularly in the e-commerce sector. She discusses the importance of tailoring customer success strategies to different client needs, balancing personalization with scalability, and leveraging data and AI to enhance customer engagement. Ally also highlights...

In this episode of the CX Coffee Check, host Rob Hamblett interviews Simon Enever, founder and former CEO of Quip, who shares his journey from industrial designer to entrepreneur. Simon discusses the pivotal moments in Quip's growth, the importance of customer feedback in product development, and the challenges of competing with legacy brands. He also introduces his new venture, So&So, and offers...

In this episode of CX Coffee Chat, host Dan Marini speaks with Brett Chereskin, COO of Dub, about his journey from military service to the tech industry, the innovative features of Dub's copy trading platform, and the challenges and strategies involved in scaling a startup. Brett shares insights on customer experience, the importance of community in fintech, and how Dub aims to democratize investi...

In this episode of CX Coffee Chat, host Matthew Kettell speaks with Craig Jackson, Director of Customer Success at Pleo. Craig shares his journey in customer success, the evolution of the role, and the importance of team culture. He discusses how Pleo has grown and adapted, the significance of team-building events, and the strategic approach to customer success. Craig also highlights the role of A...

In this episode of the CX Coffee Chat, Matthew Kettell speaks with James Doyle, Director of Operations at Octopus Energy (Octopus Energy Deutschland) about the company's remarkable growth and its commitment to customer-centricity. James shares insights into how Octopus Energy has embedded a customer-first culture throughout the organization, the role of technology and AI in enhancing customer expe...

In this episode of CX Coffee Chat, host Giovana Dragone speaks with Sara Pettinari, BPO Strategic Lead at Refurbed, about the company's mission to make refurbished products the new normal. They discuss the crucial role of outsourcing in Refurbed's growth strategy, address common misconceptions about outsourcing, and explore the impact of AI on customer service. Sara shares her challenges and achie...

In this episode of the CX Coffee Chat, host Daniel Guardans speaks with Federico Floridi, Head of Inside Sales at Impress. They discuss Federico's career journey, the dynamics of working in a startup environment, and the importance of flexibility and adaptability in sales roles. The conversation delves into maintaining sales quality across different regions, the balance between sales and post-sale...

In this episode, we sit down with Rafael Lichtenecker, Director of Operations, Customer Experience, and Risk and Fraud at Nomad. He discusses his journey and responsibilities at the company. He shares key initiatives that have impacted Nomad, strategies for operational efficiency and exceptional customer experience, proactive measures to mitigate risk and prevent fraud, fostering a customer-centri...

In this episode of CX Coffee Chat, join us as Daniel, EMEA Business Director at The Nest by Concentrix, sits down with Vidya Murali, the innovative Scale-Up Strategy Expert. Vidya, who has led strategic initiatives at industry giants like Amazon and Deliveroo and is now making waves at Skyscanner, shares her expertise on the intricacies of scaling businesses. Dive into a conversation about turning...

In this episode of the CX Coffee Chat, we sit down with Jonas Hager, Head of Sales and Customer Success at Carvolution. Jonas shares his journey from studying business administration and working in UX design consultancy to leading sales and customer success at Carvolution, a Swiss startup offering car subscriptions. Jonas discusses the shift from theoretical consultancy work to hands-on product ma...

In this episode of the CX Coffee Chat, Tim, Global Business Director at Concentrix, sits down with Engy Kamal, newly appointed Director of Operations at WorkMotion. Engy shares her journey from being the Head of Customer Experience to her current role, highlighting the transformative impact of remote work on her career and WorkMotion’s innovative solutions. WorkMotion, a Berlin-based startup, enab...

In this episode of CX Coffee Chat, Tim Kirchner interviews Nouran Smogluk, Director of User and Partner Success at Komoot, a navigation and route planning app. They discuss topics such as user retention, brand loyalty, innovation, and the future of customer support. Nouran shares insights on how Komoot focuses on creating an amazing product to keep users engaged and coming back. They also discuss...

In this episode, we highlight Linnar Schwarz, COO of Candis, a Berlin-based company specializing in financial process automation. Linnar discusses his evolution from early employee to COO and explores Candis's growth strategy. He underscores the pivotal role of the COO in driving revenue growth and outlines how a customer advisory board shapes product development. We also delve into Candis's strat...

In this episode, we explore MAZA's customer experience strategy, focusing on the importance of cultural relevance in conjunction with technological advancements and trust-building initiatives. Laura Morales, MAZA's Senior Member Experience Manager, shares insights into the company's approach to CX, emphasizing the significance of understanding and meeting the unique needs of the Latino community i...