The CX Innovation Playbook

Full Potential Solutions
  • 3.0 (2)
  • BUSINESS
  • UPDATED BIWEEKLY

Welcome to the CX Innovation Playbook—your guide to the people, processes, and tech driving the future of customer experience.

  1. OCT 9

    #19 - Uncomplicated Tech and Human-First Culture with Mika Yamamoto of Freshworks

    On this episode of the CX Innovation Playbook, FPS CEO Amit Basak sits down with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, to discuss building a world-class customer experience, cultivating a positive workplace, and achieving success as a young professional. Drawing on her experience at Microsoft, SAP, and Amazon, Mika describes how true innovation requires breaking down organizational silos and eliminating "zero-sum games" to create a company-wide obsession with the customer outcomes. They also cover tactical approaches for creating a positive culture at work, why integrity is a superpower, and the value of uncomplicated tech.

    30 min

  2. JUN 24

    #18 - Tying Support Metrics to Business Outcomes With Emre Tekoglu

    Amit Basak, CEO of Full Potential Solutions, talks to Emre Tekoglu, VP of CX of Zywave, about why customer retention is more important than cost of support, how to tie support metrics to business outcomes, how support agents can positively impact the sales of a company as trusted advisors to their customers, and more.

    28 min

  3. JUN 3

    #17 -Simplifying B2B Support while Keeping Customer Intimacy with Jaakko Jutila

    In this episode of The CX Innovation Playbook, Amit Basak speaks with Jaakko Jutila, VP of CX at Basware, about building customer intimacy in complex B2B environments. They discuss how to simplify support workflows without losing empathy, how Basware uses AI to boost internal efficiency and identify friction early, and why empowering frontline managers is key to sustainable CX leadership.

    21 min

  4. MAY 8

    #16 - Keeping the Personal Touch at Scale with Amber Monroe

    Amit Basak, CEO of Full Potential Solutions, talks to Amber Monroe, SVP of CX at Paradigm Senior Services, about leveraging AI to make their customer journey friendlier, keeping the human touch even as the company scaled, remembering to diversify while scaling, and more.

    28 min

  5. APR 15

    #15 Driving Incremental Revenue Growth With CX with Travis Hill

    Amit Basak, CEO of Full Potential Solutions, talks to Travis Hill, Vice President of Customer Experience at Altify, about how customer success is undervalued as far as incremental revenue growth, how he would scale an organization from 10 million to 500 million, why you should have a personalized platform for managing big enterprise accounts, and more.

    26 min

  6. MAR 20

    #14 - Setting the Right KPIs for Your Customers with Lee Kemp

    Amit Basak, CEO of Full Potential Solutions, talks to Lee Kemp, VP of CX at Veritiv, about why some organizations are focusing on the wrong parts of customer journey mapping, how to monetize CX the right way, why CX is easy and leadership is hard, and more.

    26 min

  7. FEB 20

    #13 - Transforming CX Operations with Emily Ebersole

    Amit Basak, CEO of Full Potential Solutions, talks to Emily Ebersole, former VP of CX at Zapier and Cvent, about how she scaled Zapier's CX operations, how to leverage AI both externally and internally, how to encourage leadership to take full advantage of AI, and more.

    22 min

  8. JAN 30

    #12 - Increasing Customer LTV With Laurent Pierre Jr.

    Amit Basak, CEO of Full Potential Solutions, talks to Laurent Pierre Jr, SVP of Global Customer Support at Precisely, about monetizing support in a way that retains and delights customers, why LTV of the customer is the most important metric of all, integrating your support team into the rest of the org, and more.

    34 min
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About

Welcome to the CX Innovation Playbook—your guide to the people, processes, and tech driving the future of customer experience.

Information

  • Creator
    Full Potential Solutions
  • Years Active
    2024 - 2025
  • Episodes
    19
  • Rating
    Clean
  • Copyright
    © Full Potential Solutions
  • Show Website
    The CX Innovation Playbook