The Customer Experience Podcast

Doing what's right for your customer is what's right. It’s that simple. Angela Alea , President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and cu...

Solving for multiple stakeholders is the essence of human-centered design. Our latest guest is Saira Taneja , a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale , a leading insurtech company specializing in the commercial auto industry. Together we explore the evolving world of customer experience in high-g...

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally? Our latest guest, Rina Johnson , is the VP of Marketing of Patelco Credit Union , a financial cooperative with a mission-driven purpose. Rina brings her wealth of...

How do people experience you ? Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity , it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright , Chief Sales & Marketing Officer at American Pacific Mortgage , explains the transformative power of putting people fir...

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall . She currently serves as CMO at Playvox , a company that provides solutions that help empower folks...

70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest guest, Anna Dewar Gully , Co-Founder and Co-Chief Executive Officer at Tidal Equality , is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore the profound connection between justice, equality,...

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value. We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of tw...

How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX? In this episode we dive into the world of data sharing, consumer control, and the future of the mortgage industry. We’re joined by Brian Vieaux , Presid...

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. In this episode, we meet with Square ’s Global Head of Customer Success, Naomi Wheeless , a remarkable leader who has successfully built and led a diverse te...

Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust. Aaron Painter is the CEO of Nametag , the world's first identity verification platform designed to protect accounts fr...

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself. When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's about your ability to listen, learn, understand, guid...

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value. Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Carothers , Digital Experience Leader at Cisco , a c...

Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it? These are simple, yet important questions that can be answered by one tried and true system. We talk with Scott Varner , Enterprise Team Lead at Clozd , which provides world-class services and technology for win-loss analysis. Today we go beyond the basics and dive deep into the specific delivera...

Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good marketing… It's good for the soul. Today we talk with Anthony Butler, CEO, Chief Storyteller & Author of Primal Storytelling at Can-Do Ideas , who shares his passion for connecting with his audience through the concept of primal storytelling, where so...

Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team Sport'' culture lead to fulfillment and increased revenue. We speak with Friendbuy’s VP of Revenue, Adam Ferris , about his approach to holding the customer accountable and giving them what they want while diving deep and showing care through continui...

Can this technology support a principle that I believe in? This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and implement new tools into our businesses. We talk with Dermot Buffini , CEO of Buffini & Co. who shares the importance of excellence. When you’re making a business decision, are you putting your name to the work you do? Odds are, if...

No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople and buyers, deals won’t get closed. Salespeople are not commodities—they are real, living, breathing manifestations of company success. This is what today’s guest, Jessica Herrala , Head of Sales Buildots North America says. While...

You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, it’s getting more and more difficult to come out on top. Where most people try to win with complexity, our guest today focuses on the foundation: customer experience. Jeff Shore is a sales expert, author, speaker and executive coac...

A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable. Building and buying a new home can be an extremely stressful experience. But it doesn’t have to be! Today we speak with Danielle Lipari-Mareth , Vice President of Sales and Marketing at Lennar in Austin, Texas. Lennar’s mission is...

First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are highly unlikely to open their door to a stranger. Good news: cold-calling and door-to-door sales can be replaced with video. Chris Bogue , Owner of Chris Bogue Communications , joins the podcast to express the efficacy of adding vid...

In scaled-up business, we must always find ways to create and maintain a relational experience. In a more intimate, relational business, we’re looking for ways to scale our reach and impact. Traditional outbound prospecting tends to create noise and pollution. And today, even inbound marketing’s seeing diminishing returns. Fortunately, there is a middle ground or a middle way. It is possible to bu...

Humanize your customer experience and drive revenue with The BombBomb Method. As our lives and work get more digital, we’re experiencing more disconnection from our teams, partners, prospects, and customers. Close that gap and drive real revenue by adding video messages to your outreach. But don’t do it ad hoc, at random, or one off. Learn to map the use of video to more, faster, and easier yeses...

Generating two million dollars in net new revenue - in the first year of a new lead gen program. In year two? 10 million. In year three? 25 million! Is it a new sales and marketing initiative? Nope. This came from the customer success organization. Today’s guest … will share that story - as well as other insights for CS teams and revenue leaders. In this episode, Ethan sits down with Trina Dunham,...

Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort. In this episode, Ethan speaks with Georges Essama , Head of Customer Relations for Cameroon Telecommunications or CAMT...

If you want people to follow you, buy from you and believe in you, especially in competitive high stakes environments you need to lead from the rooftop. In this episode, we're thrilled to welcome retired US Army Green Beret and Lieutenant Colonel, Scott Mann. Scott is a leadership coach, keynote speaker, author, and founder of several organizations, including the 501 C three nonprofit, the hero's...