Navigating the Customer Experience

Send us Fan Mail Tom Martin is the CEO at Glance, a CX 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 ye...

Send us Fan Mail Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.    His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong L...

Send us Fan Mail Randy Mercer is an omnichannel product content expert with over 15 years of industry experience. He leads 1WorldSync’s global product management and solution architecture teams, aligning the company's portfolio with current customer needs and emerging market trends. A frequent commentator for national and trade media outlets covering retail and e-commerce news, Randy leverage...

Send us Fan Mail Peter Mullen brings more than two decades of marketing leadership to his role as Interactions’ CMO. Previously, he was Senior Vice President of Marketing at Payactiv, where he led customer success marketing, lead-gen programming, customer acquisition, product marketing and more.  Prior, he held prominent marketing and communications roles at VXI Global Solutions, Comcast and Netfl...

Send us Fan Mail Eric Melchor is a mediocre tennis player, Texas, expat living in Romania and Partnerships & Evangelists for OptiMonk. With over 600 5-star review and powering more than 30,000 brands, our mission is to empower the average online business with Amazon-like personalization superpowers. How?  By giving brands the power to use AI to create better headlines, product descriptions and...

Send us Fan Mail Declan Ivory Intercom’s Vice President of Customer Support is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation.    Prior to sharing his operational expertise and strong leadership to support the growth of Intercom’s customer support team, ov...

Send us Fan Mail Nathan Yeung is an experienced marketing strategist with over 10 plus years of expertise in advising B2B businesses. Throughout his career, Nathan has helped numerous companies build their marketing teams from scratch, delivering successful go-to-market deployments and launching new products into the market.    Nathan's diverse background brings a unique perspective to the ma...

Send us Fan Mail Rich Edwards is the CEO of Mindspan Systems , helping community financial institutions transform themselves with data driven strategies and technologies. Community banks and credit unions have incredibly strong connections with their local customers when they're in the branch, Rich's expertise is crafting customer experiences to strengthen these relationships outside the...

Send us Fan Mail John Livesay , aka The Pitch Whisperer , is an incredible keynote speaker. His TEDx talk: “Be The Lifeguard of Your Own Life” has over 1,000,000 views and was featured in Larry King’s Show . He has an innate ability to motivate company's sales teams to turn mundane case studies into compelling case stories so they win more new business. From John's award-winning career a...

Send us Fan Mail Saira Taneja is Chief Experience Officer at  Cover Whale , a leading commercial trucking insurance provider and fast-growing insurtech.    Taneja brings over a decade of experience in the health insurance sector across various functional areas where she held multiple leadership roles. Her passion for innovative market offerings led her to Cover Whale. Leveraging her expertise in s...

Send us Fan Mail Zack Wenthe is the Customer Data Platform Evangelists for Treasure Data . He often speaks about the marketing and customer data industry at industry events, webinars, and virtual conferences. Having spent a majority of his career in marketing and marketing consulting working with large enterprise brands like Walmart, Nationwide Insurance, FedEx, and many more, Zack now gets to tel...

Send us Fan Mail Richie Jones has experienced both client side and agency life across multiple sectors. Having spent the majority of his career to date being just in front of the curve, he is now in the sweet spot having found his niche. Launching vvast has allowed Richie to blend his agency experience and brand expertise to deliver an innovative, low-capital entry to market for brands but crucial...

Send us Fan Mail   Jim Oliver founded Create Tailwind in 1988 in Denver, Colorado. Originally, a full-service financial planning firm, Jim and his team weathered two major corrections on Wall Street and pivoted Create Tailwind’s focus to building wealth beyond Wall Street. Teaching clients to create wealth without Wall Street brokers and financial planners took off, to most people becoming their o...

Send us Fan Mail Lisa loves a good puzzle. After witnessing the confusion that ensued after new technology systems were integrated into offices in the 90s, she didn't panic, she saw an opportunity to establish effective processes that support employees and businesses grappling with evolving technology. Then a pattern emerged: internal teams kept failing to communicate with one another in the...

Send us Fan Mail Scott Baradell is a writer and entrepreneur who grew his PR agency Idea Grove, with business generated by its popular blog. Idea Grove is one of the top 25 tech PR agencies in the United States, a three-time Inc. 5000 company, and an inc. Best Workplaces in 2021 and 2022.  In 2020, Scott started a second blog, Trust Signals , to provide news, analysis, and practical advice on what...

Send us Fan Mail Romaine Piper is the Founder and CEO of Call Center Escape - an “Upwork” built for BPO companies. Known for his cross-dimensional approach to company growth, he has helped some of the fastest growing start-ups across Silicon Valley, the U.K, and Europe to identify and hone their top growth levers - adding millions to their bottom line.  No one would’ve guessed his 6-year remote wo...

Send us Fan Mail Brad Hawkins has been with ServicePower:Field Service Software since 2004, where he currently serves as Senior Vice President of products and solutions, overseeing operations, development and product management. He's a long-time veteran in the world of field service technology and Brad brings more than 20 years of experience in workforce management software.    Questions • Co...

Send us Fan Mail Robert Jordan is the CEO of InterimExecs , which matches top executives with companies around the world. Based on research with thousands of leaders and companies, he and co-founder Olivia Wagner wrote Right Leader, Right Time: Discover Your Leadership Style for a Winning Career and Company , and they've launched the FABS Leadership Assessment , a free assessment at RightLead...

Send us Fan Mail Matt Swain is Head of Communications Insights & Experience at Broadridge. He is a recognized Customer Communications industry thought leader and the host of the  Reimagining Communications podcast . From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt's expertise and research for their current and futur...

Send us Fan Mail Tim Attinger is Co-founder and President of OvationCXM , with nearly 30 years of executive management experience in financial services, financial technology and digital transformation. Prior to Co-founding OvationCXM, Tim held executive roles in digital transformation and growth with successful exits at Monitise, a global mobile money platform acquired by Fiserv and Blackhawk Netw...

Send us Fan Mail Tony Sternberg is the CEO and Co-Founder at ProsperStack , a platform that helps subscription businesses with automated retention. Prior to ProsperStack, Tony was president at CATS software, having joined the company as an early employee and playing key customer facing product and operations roles.   With over a decade of experience in SaaS, Tony is passionate about building custo...

Send us Fan Mail Welcome to Navigating the Customer Experience. Thank you so much for joining us today for another episode. We have been on a little hiatus, our last episode published was the latter part of December 2022. It's been a roller coaster of 2023. And I'm so happy to bring you another episode of Navigating the Customer Experience. This episode is not an episode with a guest, it...

Send us Fan Mail Sarah Diegnan is ChartHop’s VP of Customer Experience, after leading implementations at Acuity Brands, Opower and Oracle, she brings operational excellence to creating and delivering a world class customer experience for all ChartHop’s customers. She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execut...

Send us Fan Mail Rama Sreenivasan is a co-founder and CEO at Blitzz , a live remote video support and inspection platform. Rama has led the company through its initial inception launch and subsequent growth to several million video support minutes per month. Major customers include BMW, Sealy, FedEx, and Rogers Telecommunications. Before founding Blitzz in 2017, Rama spent several years working as...

Send us Fan Mail Amanda Ono has spent her career learning to maximize a company's most valuable investment - it's people. Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she has implemented successful talent and leadership initiatives in six countries across four continents. You can currently find her at Resolver , a...