CX Coffee Chat

The Nest by Concentrix

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Join us for a sip of CX wisdom – where conversations are rich, questions are simple, and insights are profound. CX Coffee Chat: Brewing a community of CX leaders, one episode at a time.

JAN 27

E8: Empathy, AI, & Cultural Adaptability: Impress's Sales Strategies for Consistent Quality and KPIs

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-sales teams, and the significance of empathy in sales, especially in the healthcare sector. They also explore the role of AI in enhancing customer service and the importance of KPIs in measuring success. Federico shares valuable advice for embracing change in 2025.

34 min
10/01/2024

E7: Boosting Efficiency in Fintech: How Nomad Leverages Data-Drive CX and Fraud Prevention

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-centric culture, and the tools and technologies that have improved operations and CX strategies. He also talks about the future trends in the digital nomad and remote work industry and gives advice to aspiring professionals in operations, CX, and risk management. Tune in to hear all about it!

16 min
09/04/2024

E6: From Amazon to Skyscanner: Vidya's Journey in Shaping Customer Experience

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 high-level strategies into actionable plans, harnessing cutting-edge technology, and the essential role of empathetic leadership in driving innovation. Plus, get an exclusive sneak peek into her forthcoming book, How to Thrive in a Scale-Up Business, where she reveals strategies for navigating the complexities of growth, enhancing customer experiences, and making a significant impact in the tech landscape. Tune in for a compelling discussion that merges visionary insights with practical execution, and be inspired by Vidya’s approach to thriving in today’s dynamic business world.

33 min
08/01/2024

E5: Customer Success in the Automotive Industry with Carvolution

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 management, emphasizing the importance of customer experience in a competitive market. He highlights Carvolution’s approach to managing growth, from manual processes to sophisticated tech solutions, and leveraging AI for improved customer interactions. The conversation covers the role of personal interactions in a digital-first sales approach, the significance of continuous customer relationship management, and strategies for ensuring customer satisfaction. Tune in for the whole story!

20 min
06/17/2024

E4: Breaking Boundaries in Global Hiring with WorkMotion

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, enables companies to hire and onboard employees remotely across the globe. Engy delves into the company’s strategies for building and managing a diverse, multinational team, particularly in Egypt, and the importance of personalized, compliant customer experiences. She discusses her background in pharmacy and operations, her passion for remote work, and how WorkMotion supports both clients and talents with tailored solutions. Engy also touches on the company’s key metrics for success, the role of AI in improving customer service, and the future of remote work. Tune in for the whole story!

30 min
05/15/2024

E3: The Art of Customer Retention: Lessons from Komoot's Success

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 the integration of AI in customer support and the importance of culture and vision in building a successful team. Overall, the conversation highlights the challenges and strategies involved in managing customer support in a growing tech company. Tune in for the whole story!

22 min
04/11/2024

E2: Breaking Commission Barriers: Candis’s Bold Move

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 strategic decision to remove incentive schemes and Linnar's personal challenges overseeing rapid expansion as COO. Tune in for the full story!

26 min
03/25/2024

E1: Cultivating A Culturally Relevant Customer Experience at MAZA

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 in the United States. From leveraging AI tools to empowering customer support agents as brand advocates, MAZA prioritizes authenticity and simplicity in its interactions with customers. Listen in to find out more!

36 min

8 Episodes

Join us for a sip of CX wisdom – where conversations are rich, questions are simple, and insights are profound. CX Coffee Chat: Brewing a community of CX leaders, one episode at a time.

Creator

The Nest by Concentrix
Years Active

2024 - 2025
Episodes

8
Rating

Clean
Show Website

CX Coffee Chat

CX Coffee Chat

Episodes

E8: Empathy, AI, & Cultural Adaptability: Impress's Sales Strategies for Consistent Quality and KPIs

E7: Boosting Efficiency in Fintech: How Nomad Leverages Data-Drive CX and Fraud Prevention

E6: From Amazon to Skyscanner: Vidya's Journey in Shaping Customer Experience

E5: Customer Success in the Automotive Industry with Carvolution

E4: Breaking Boundaries in Global Hiring with WorkMotion

E3: The Art of Customer Retention: Lessons from Komoot's Success

E2: Breaking Commission Barriers: Candis’s Bold Move

E1: Cultivating A Culturally Relevant Customer Experience at MAZA

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