27 episodes

Where experience obsessed executives come to talk about everything CX and its intersection with empowering customers to grow on their own.

Flourish CX Zoomin Software

    • Business

Where experience obsessed executives come to talk about everything CX and its intersection with empowering customers to grow on their own.

    Product Content: The Unsung Hero of CX

    Product Content: The Unsung Hero of CX

    The definition and application of CX differs from company to company, just like customers differ. The one thing that doesn’t change is the demand for exceptional self-service experiences and the key to creating them—product content.
    In this special episode, our amazing new host Gal Oron, CEO of Zoomin, highlights what we’ve been hearing from some of the world’s leading companies about the importance of content. Listen in for their insights and techniques on utilizing this virtual gold dust to best support your customer’s on their journeys.

    • 19 min
    Creating Phenomenal Customer Micro-Moments with Content with Jeannie Walters, Experience Investigators

    Creating Phenomenal Customer Micro-Moments with Content with Jeannie Walters, Experience Investigators

    How proactive are you about providing content to your customers to help them along their journey?
    Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive micro-moments throughout the customer journey by offering up the knowledge they need, before they have to look for it. Listen in to learn how to properly use content to empower customers.

    • 25 min
    Content Experience Drives Customer Experience with David Hoare, ServiceNow

    Content Experience Drives Customer Experience with David Hoare, ServiceNow

    The content you make readily available to customers does the talking when your people are out of the room—is what you’ve provided able to do the heavy lifting between touchpoints?
    David Hoare, VP of Content at ServiceNow, says content plays a critical role in the customer journey, from presales through renewals and everything in between. In this episode, David shares the data that proves technical documentation can drive sales and discusses how to present content seamlessly across your organization. Listen in to learn how to read the signals customers send through their interactions with your content.

    • 21 min
    Connecting CX to Product Marketing with Carla Guzzetti, Extreme Networks

    Connecting CX to Product Marketing with Carla Guzzetti, Extreme Networks

    Are you tying customer experience to product marketing?
    Carla Guzzetti, Vice President of Customer Experience and Product Messaging at Extreme Networks, says CX has to be cross-functional. In this episode, Carla shares how she and her team use initial research to impact design and truly understand the market and user value of their products. Listen in to learn how to differentiate your brand through design and create meaningful digital experiences for both your customers and your employees.

    • 23 min
    Letting the Customer Define CX with Nanhi Singh, Imperva

    Letting the Customer Define CX with Nanhi Singh, Imperva

    Are you designing your systems and processes to meet your customer’s expectations?
    Nanhi Singh, Chief Customer Officer at Imperva, says too many tech companies try to design experiences that fit their internal set ups. Instead, organizations need to view CX from the perspective of the customer, especially with their ever-evolving wants and needs. In this episode, Nanhi shares the four pillars of customer success she uses to take a clear, strategic approach to CX. As you listen, you’ll learn how to build a holistic view of your customers.

    • 23 min
    CX is a Long Game. Relationships are Everything with Judi Hand, TTEC

    CX is a Long Game. Relationships are Everything with Judi Hand, TTEC

    Are you laying the proper foundation to build relationships with customers that will last a lifetime?
    Judi Hand, Chief Revenue Officer at TTEC, takes a personal approach with clients to create a rapport that allows for honest feedback and growth. In this episode, Judi discusses the importance of finding common connections. From there, she moves on to understanding what they’re accountable for so she can help them accomplish their goals. Listen in to learn how to avoid complacency in your customer relationships and hear strategies for evolving your partnerships over time.

    • 23 min

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