CX Unplugged: Beyond the Silos

Shane Smith
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  • Business

Do you work with customers? Marketing, Sales, Customer Success, Customer Support, or Customer Service maybe? This podcast series is for you - -> If you believe everyone is responsible for CX -> If you are looking to address CX challenges and points of friction -> If you believe that we need to work across teams for our customer’s success

Episodes

  1. 04/13/2024

    CX Unplugged: Beyond the Silos - Episode 7

    Break-fix or value-add? Cost of Goods Sold (COGS)? Or, is Customer Support a secret revenue weapon? In this episode of CX Unplugged, we will dig deep into CX from a Customer Support and Service perspective.

    44 min

  2. 03/24/2024

    CX Unplugged: Beyond the Silos - Episode 6

    Two veteran and industry leaders, Katie Stabler and Eric Reiners, will explore the importance of working across functional boundaries to build a collaborative culture of customer experience excellence: real-world examples, common challenges, and practical strategies. From CX strategies to operational efficiency and leveraging insights across silos, this discussion promises invaluable perspectives and actionable strategies applicable to industries of all kinds. This episode is ideal for: → Professionals across B2B and B2C industries seeking to deepen their understanding of cross-functional collaboration in customer experience and peak performance → Leaders looking to harness the collective expertise of diverse teams to drive success in both business-to-business and business-to-consumer markets → Individuals interested in leveraging insights from both B2B and B2C sectors to drive innovation and growth in their organizations.

    51 min

  3. 02/23/2024

    CX Unplugged: Beyond the Silos - Episode 5

    Dive into the heart and MIND of Customer Success on Episode 5 of CX Unplugged! This time, featuring – Customer Success expert Rachel Provan and CX/Support & Service Consultant Shane Smith. Rachel and Shane will tackle many psychological biases and effects we are up against as leaders in today's fast-paced world. Whether you are a new leader, building an organization from the ground up, or want to explore what makes us (and our customers) tick, this episode is just for you.  This episode is for you if you: → are a CS professional and want to discover more about the challenges of the psychology of Customer Success  and Customer Experience → want insights into the psychological aspects impacting customer satisfaction and retention → are keen on organizational development of customer-centric businesses → want to learn strategic decision-making for evolving your organization.

    1h 2m

  4. 02/03/2024

    CX Unplugged: Beyond the Silos - Episode 4

    Does Customer Experience (CX) begin with Sales?Newsflash - NO!It starts with Marketing. We're diving deep into Customer Experience (CX) with two distinguished guests - CX expert Anita Toth and veteran Marketing VP, Chelsea Mori. Anita and Chelsea are bringing their wealth of expertise to make sure this silo has the 1st seat at the CX table. As a CX professional, this episode is for you if you need to: - Drive excellent partnerships between functional silos- Understand CX nuances and the metrics of Marketing- Maximize Marketing's impact on Customer Experience- Improve your relationship with Sales and Customer Success- Move beyond theory - apply lessons from real, practical experience

    56 min

  5. 12/12/2023

    CX Unplugged: Beyond the Silos - Episode 3

    Join us as we continue transparent discussions on Customer Experience (CX), Customer Success (CS), and the hiring gauntlet so many are facing! Featuring seasoned CX hiring leaders - Shane Smith, Candace Lee, Danielle Vinciguerra, and Petra Gumieniak. This CX Episode is for you if you - -> are searching for a CX/CSM position in SaaS-> want to understand what happens “behind the scenes”-> are curious about how hiring decisions are made-> want to know what real recruiters and hiring managers are asking - and what they want to hear

    1 hr

  6. 11/18/2023

    CX Unplugged: Beyond the Silos - Episode 2

    Join us as we continue* the discussion on Customer Experience (CX),cross-functional friction, the 2024 outlook, and more.Featuring seasoned experts Shane Smith, CT Falk, Parker Corwin-Chase, and Liz Drews.This event is for you --> If you believe everyone is responsible for CX-> If you want to address CX challenges and friction points-> If you think that we need an opportunity to break down the silos

    1 hr
  7. CX Unplugged: Beyond the Silos - Episode 1

    11/01/2023

    CX Unplugged: Beyond the Silos - Episode 1

    The first! Come join us for an engaging panel discussion on Customer Experience (CX) featuring seasoned experts Shane, CT Falk, Parker, and Liz. This event is only for you if - -> If you believe everyone is responsible for CX-> If you are looking to address CX challenges and points of friction-> If you believe that we need to work across teams for our customer’s success

    57 min
  • 7 Episodes

About

Do you work with customers? Marketing, Sales, Customer Success, Customer Support, or Customer Service maybe? This podcast series is for you - -> If you believe everyone is responsible for CX -> If you are looking to address CX challenges and points of friction -> If you believe that we need to work across teams for our customer’s success

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