The Account Experience Podcast

In this episode of The Account Experience Podcast, Adam Dorrell sits down with Lou Shipley — former three-time software CEO, Senior Lecturer at Harvard Business School, board member at CustomerGauge, and author of the new book Unlikely Entrepreneurs, already a top-three Amazon bestseller ahead of launch. Adam and Lou reflect on more than twenty years of working together, using that shared history...

In this episode, Adam Dorrell chats with CX royalty, Ken Hughes (the King of CX), about the human side of experience. They explore how emotion drives loyalty and trust, drawing lessons from B2C giants like Taylor Swift for the B2B world. Ken shares some great anecdotes about how storytelling and vulnerability make ga reat CX experience. He emphasizes that CX is a philosophy, not just a department,...

In this episode, Adam Dorrell, CEO of CustomerGauge, speaks with Mark Fonseca, Partner at Pragmetrics, about his experience conducting over 10,000 customer interviews. Mark shared his unique three-question approach to B2B customer loyalty assessments, focusing on Net Promoter Score, understanding the "why," and identifying what it takes to achieve a perfect score.  Mark spoke about the importance...

In this episode of the AX Podcast, Adam Dorrell sits down with Chris Savage, CEO and Co-Founder of Wistia, to explore the growing role of video in customer experience.   Video has become a powerful tool in sales and marketing, but how can it be leveraged to improve account experience and customer retention?   Drawing from the world of storytelling and the classic “Hero’s Journey” narrative, this e...

Host Adam Dorrell welcomed back the outspoken and often hilarious Ben Phillips, CCXP, leader of Customer Experience in Fortune 500 companies, for the second time! He’s an author, CX professional, and top voice in the customer experience world — truly one of the few real experts in B2B CX. The two dove into the strategy gap in B2B CX programs and how internal experience is as important as measuring...

What happens when Customer Experience (CX) moves from buzzword to boardroom priority? In this episode, Host Adam Dorrell was joined by Nienke Bloem, a globally recognized CX leader and educator with CSP and CCXP qualifications. She’s dedicated to working with customer experience leaders and elevating their CX impact. If you’ve seen her live or watched her videos, you’ll know her contagious energy...

What happens when traditional B2B customer surveys fail spectacularly, yielding less than 1% response rates and delivering feedback that's months too late to act on?  Gerard Hutchings, Head of Business Development Strategy at RBC BlueBay Asset Management, found himself facing exactly this challenge in the asset management industry. But instead of accepting defeat, he created something revolutionar...

Disruptors have made a large impact and step-changed performance in many other sectors. What if these 3 disruptors did exactly that to established customer experience (CX) approaches: Netflix, Uber, and Amazon? Hosted Adam Dorrell alongside Nigel Tordoff, Chair of the CPG Experience Council, discussed how consumer-focused technology companies like Amazon, Uber, and Netflix have disrupted tradition...

In this episode of The Account Experience Podcast, host Adam Dorrell sits down with Bill Main, Director of Global Customer Success and Customer Experience at Getronics, to uncover the secrets behind building a truly customer-centric organization. Bill shares how Getronics achieves a 50% NPS response rate, why customer experience is more than just a number, and how leadership transparency builds tr...

In this episode, Host Adam Dorrell spoke with Ragna Ghoreishi, a seasoned Vienna-based customer experience (CX) leader and owner of RagnaDigital, a boutique CX consultancy. Ragna spoke candidly about her experience at a global IT organization working on a large B2B CX project when suddenly the project sponsor and champion left. This is a situation Adam has seen in many companies. He asked Ragna to...

"Our ambition is to be the undisputed LATAM CX leader, delivering experiences 'Only Coke can do.'" In a special edition of the Account Experience Podcast, Adam Dorrell is in Bogota, Colombia, where he was one of the presenters at The Coca-Cola Experience Summit Latin America 2024. For its second year, the conference had 80+ attendees and 31 bottler operations represented, continuously serving as a...

In this episode, Adam talks with a friend of the podcast and CustomerGauge Vice President of Customer Experience, Cary Self. He’s got years of optimizing experience and energizing entire workforces around navigating customer feedback and managing the follow-up process. Discussion topics include the right timing to follow up (48 hours is just the title of an Eddie Murphy film, not the time it shoul...

Adam’s guest is the outspoken and often hilarious Ben Phillips CCXP, leader of Customer Experience at Fujitsu. He’s an author, a CX professional, and a top voice in the customer experience world — one of the few real experts in B2B CX. Ben is open about how the program is run at Fujitsu, talking through some of his challenges and how the program is evolving. He’s also generous in talking about rea...

Jackie Kesterson, Director of Client Experience at Orion Advisor Solutions, opens a treasure chest of B2B experience knowledge. Orion's client base consists of 1000s of investment advisors and wealth managers. As you can imagine, that’s a very demanding customer base! Jackie ensures the voice of the customer is acted on and maintains a client-centric culture to drive business growth.  This discuss...

Zahra Eid is the Customer Experience Manager at Beyon, a regional Digital Communications/Telco business based in Bahrain. She explains how she energized their customer experience (CX) program, growing it from research roots to a company-wide, silo-busting program based on action and connecting CX measurement to revenue growth. Host Adam Dorrell leads her to talk about the transformation from the B...

This week Adam Dorrell sits down with CustomerGauge client Lucas Mistelske, Vice President of Client Experience at Involta. Involta is an enterprise-class IT infrastructure partner that provides advanced colocation, hybrid cloud solutions, superior data center experiences, and connectivity with first-class fiber. Lucas has led the deployment of Involta’s Managed Infrastructure Services offering an...

Anna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design. Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone. To use a terrible pun, Anna-Maija can LIFT...

To heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc. Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers. Adam and Nick dive into why the business made the tu...

The pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond. During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist . Why is this a trend in the market? How might a trend like this affect the...

When we care, it makes all the difference. Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business.  Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact. Adam and Nigel dive i...

It's all about surpassing customer expectations. Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives.  What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer?  The two take a deep dive into Net Promoter Score (NPS),...

Are you listening to 80% of your B2B customer base? Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to discuss the scale of the CPG industry and the impact it can have on customer experience. When you look at the consumer packaged goods industry from a wide lens, there are so many different relationships that must work to provide for the end customer.  Adam and Nigel disc...

Host Adam Dorrell welcomes back Nigel Tordoff, Chairman of the CPG Experience Council, to discuss how a customer's trust in a business ultimately leads to revenue growth.  The two dig into what happens when you open the lines of communication and provide feedback — whether it's a relationship with a consumer, a business (or even a significant other!)  They also highlight Adam's research on how man...

Host Adam Dorrell welcomes Nigel Tordoff in the first of five CPG Experience Council-edition episodes. Nigel, with 30 years of CPG industry experience under his belt, is now Chairman of the Council and ready to recruit those in the trade just as eager to make an impact. Together they share how to kickstart great CX in CPG and break down the acronym that must be at the core of every program: CLiCS....

Adam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain.  Per shares how t...