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CXYZ - All Things Customer Experience
39 minutes | Mar 27, 2018
Ep 18: Teams and Culture — How to Build a Team and Create a Culture with Alan Chambless of Weebly
My guest for this episode is Alan Chambless, the VP of Customer Success at Weebly, the very popular, DIY website-building software company. Alan has a wealth of experience from working with other high-profile companies in the CX space. He is a well-respected customer experience leader who also has a knack for finding opportunities to take customer service or customer support from cost centers to profit centers. Alan and I discuss a key aspect of customer experience — building the teams that serve them, and creating the culture that is in line with delivering amazing results for customers. Alan shares how he identifies opportunities for expanding the team, and the intricacies of building a new office from the ground up in a separate location from the HQ of the company. He also has some insight into building great teams through hiring practices and how culture can be scaled up as the company grows. Tune in to find out more! Key Takeaways: [:27] Jaspar introduces his guest for this episode — Alan Chambless. [1:52] What is Weebly? [2:25] What is Alan responsible for as head of customer success, and what kinds of teams does he oversee? [3:32] What does Alan define as customer success vs. customer support? [00:05:01] Where are Weebly’s team located? [5:18] What are the metrics Alan looks at to determine if his team is being successful? [7:33] How does Alan evaluate talent to make sure he has a profile that can do both service and support? [9:31] Alan has been able to turn customer support, which is often looked at as a cost center, into a profit center. How does he do that? [13:16] Alan discusses some other viable options for starting new offices. [14:42] Where does Alan turn to start developing and evaluating real estate options for where to physically locate an office? [16:10] What is the metric or attribute that is often overlooked or a common pitfall to avoid when choosing a location? [19:36] What would Alan say is the most important thing about execution, when it comes to setting up a new office? [20:13] How does Alan create consistency in hiring? [24:21] Alan elaborates on the importance of building a culture. [28:32] How can the culture of empowerment be scaled up as the team grows? [30:36] How does Alan adapt the core components of culture to each new company that he enters? How does he navigate the differences between companies? [32:44] What are some other most important learning lessons Alan has had in his career, specifically in the CX world? [34:47] What is Alan’s favorite story about his team going above and beyond customer expectations? [36:53] Alan shares his favorite quote for some inspiration. Mentioned in This Episode: TaskUs Podcast Alan Chambless on LinkedIn Email Alan Chambless Weebly Tweetables: “Our mission is to help the world’s entrepreneurs succeed by making it easier to go from idea to actual success.” “We have a real vested interest in [our customers’ success].” “You need to think about where that [second] office is going to be, and what you’re trying to achieve with that office.” “I think it really really starts with hiring the right people … and #2 — that is closely related to that — intertwined with that is building a strong culture.” “I saw, wow, we can really make a difference in the lives of lots of customers by having a team who is really empowered to do the right thing for those customers.”
40 minutes | Mar 13, 2018
EP 17: What’s Happening in Customer Service? — Predictions for the Future with Chad McDaniel of Execs in the Know
Chad McDaniel is the guy every Customer Experience professional on LinkedIn is connected to. Chad is the founder and Chief Customer Advocate of Execs in the Know, an organization that a lot of other customer experience leaders are a part of and use to network with each other, learn from each other, and really understand what’s going on in the industry. With a focus on sharing best practices, and real-time insights to stay on top of the ever-changing landscape, Execs in the Know leverages the research, data, and experience of its network of professionals to transform the customer experience across industries. Chad and I have a fascinating discussion on a variety of topics, on today’s episode. How has the power of the customer changed? How are brands responding to that? How does AI factor into the customer experience, and how can brands leverage that to improve customer experience? Chad draws on his years of expertise to provide us with great insights into the future of the customer experience. Tune in for more! Key Takeaways: [:22] Jaspar introduces his guest for this episode — Chad McDaniel. [3:01] What is Execs in the Know and why did Chad start this company? It is a community of customer experience service leaders who want to share best practices and real-time insights to stay on top of the ever-changing landscape. [4:58] In the past decade, has the power of the customer changed? The customer has a much greater voice today than in the past and has more expectations and demands, which opens up opportunities for customer experience teams. [6:06] The changes in customer expectations are mainly in the areas of personalization, speed of resolution, and convenience. Customers also expect integration across multiple devices, and that companies deliver a personalized level of service, taking their history into account. [7:59] As customers become more important, how are brands responding to that? Customer service and experience are becoming the key points of differentiation between brands, so brands are investing more in this aspect. [9:32] What advice does Chad have for people within organizations that do not value customer service as they should? Having data and metrics to put the situation into ‘financial speak’ helps to capture the attention of the executive team. [10:44] What are some of the basic challenges that CX leaders should be focused on overcoming? Leadership buy-in is crucial to create a customer-centric culture in the business, but companies should start with small steps by measuring customer satisfaction and experience. Legacy companies may face more challenges because of their legacy systems, but this is no excuse to ensure customer experience in resolutions. [13:10] Chad breaks down AI and its impact on the customer experience space. AI is an overarching capability, not necessarily a product. AI creates the opportunity for brands to have the ability to service their customers in ways that have not yet been explored or considered. [15:09] Where can CX leaders start to integrate AI into their businesses to improve customer experience? Do your homework, have a tactical strategy, and study other case studies to see what would work for you. Start very small and expand from there. Knowing your customer is crucial to work back from there. [18:04] How can CX leaders access case studies to leverage AI? Execs in the Know will be working on bringing this to light in 2018! [19:57] Microsoft has some ambitious goals in terms of AI. Execs in the Know will be delving into this further, and Chad invites you to join him as they look under Microsoft’s hood in terms of the AI that they’re producing. [21:47] CX leaders can get more information about AI case studies through Google, other think tanks, and the resources that Execs in the Know has available on their blog. [23:30] As a consumer, who does Chad think is doing AI well when it comes to customer service? Chad highlights CIBC and Amazon as two brands who have been effective in their deployment of AI in the customer experience space. Jaspar elaborates on Amazon’s in-app messaging experience. [27:00] Without a doubt, it is better for brands to disclose that customers are dealing with an AI or virtual agent. [27:45] From an industry perspective, what’s happening to the voice channel for customer service? Phone channel continues to dominate for overall customer resolution because of the consumer need to interact on a human level, and because rapport builds loyalty. [30:35] What are Chad’s predictions for the customer experience industry? Customers increasingly want to self-serve, but self-service must have a smooth transition to assisted service for more complex inquiries. Businesses will improve how they apply predictive analytics and further embrace outsourced service providers as strategic partners. Instant text messaging with photos and videos is another area that has great potential in the CX space. [33:49] What does Jaspar predict for the industry in 2020? AI is happening, but not as fast as people think — smaller brands will wait to see what bigger brands do, rather than experiment on their own. Jaspar advocates for brands to always keep their customers front and center in order to maximize customer experience. [36:42] Find out more about Execs in the Know via their website! [37:18] Chad shares his best customer service story at Home Depot, where a store representative really personalized his experience, and built a relationship with him to deliver an experience that really stood out. [38:34] Execs in the Know has a band that follows them around to deliver a personalized experience to their customers, and they’re currently accepting applications from musicians to join the Blackout City Kids, Scott and Matt! Check them out! Resources Mentioned in This Episode: TaskUs Podcast Chad McDaniel on LinkedIn Execs in the Know Execs in the Know resources CIBC Amazon Tweetables: “[Service leaders have] their heart in the right place, they want to do the right thing for their customers.” “The customer obviously has a much greater voice today than years past, and that creates a lot of unique opportunities.” “What was good enough before, is no longer good enough in a lot of aspects.” “When you think of customer experience, it can be the difference maker.” “CX and service basically is the last frontier of competitive difference to retain and attract customers.” “AI is an overarching capability. It is not necessarily a product.” “I think it starts with knowing your customer. You have to know who your customer is and then work it back from there.” “Voice is not dead and it will never die.”
29 minutes | Mar 6, 2018
EP 16: Customer Success — Why Company Success Depends on Customer Success with Allison Pickens
This episode is all about customer success! My guest is Allison Pickens, the Chief Customer Officer at Gainsight, the leading customer success platform whose aim is to help companies orient themselves entirely around customers across departments. She runs the Customer Success Organization, which includes customer success management, professional services, customer support, customer marketing operations, and product ecosystem strategy. Her educational background at Yale and Stanford Business School, as well as her experience in Boston Consulting Group and Bain, have lent themselves to her acumen in the field of customer success. Allison and I discuss metrics around customer success and ways of measuring the effectiveness of the customer success team. If you think it’s all about customer retention, that’s just scratching the surface — Allison takes us through the other factors that help evaluate the success of the customer success team. We discuss the role that creating customer advocates as well as customer success qualified leads plays in the success of the company. Allison also has some great insights about the role of AI in customer success and shares some interesting perspectives on leveraging international offices, so be sure to tune in! Key Takeaways: [:22] Jaspar introduces his guest for this episode — Allison Pickens. [1:48] What is Gainsight? [2:31] What drew Allison to Gainsight in 2014? [3:18] What was Allison’s title when she first joined Gainsight? [3:49] What was Allison’s experience with customer success before 2014? [4:48] What does Gainsight do to help customers, and within the organization, how does Gainsight leverage its own software? [8:25] What are the metrics that a customer success leader looks at? [10:57] What is the difference between customer success and customer support? [12:37] How does customer success influence the product of the company? What role does feedback from customers play in product development? [13:46] What are some of the common mistakes in approaching customer success? [14:52] What are some leading metrics that Allison looks at to assess the benefits of customer advocacy? [16:31] Most organizations deal with customer success in a B2B setting. How does customer success apply to the B2C context? [17:33] Voice of the Customer is another area that overlaps customer experience and customer support. How does this program work? [19:08] What advice does Allison have for executives that are looking to get more attention for the customer success aspect of the business? [21:03] Gainsight believes that Customer Success = Customer Outcomes + Customer Experience. What does this entail? [22:39] How does Allison manage the balance between ensuring positive customer experiences and crossing the line into bothering customers too much? [23:54] What is Gainsight doing to integrate Artificial Intelligence (AI) into the customer success platform? [26:32] Gainsight has an office in India. How does Allison break out the functions from the U.S. to India? What advice does Allison have for businesses looking to leverage international offices? [28:32] Find out more about Allison and the work that she does through the links below! Mentioned in This Episode: Allison Pickens on LinkedIn Gainsight Pulse 2018, Gainsight Conference Slack Customer Success Best Practices (Gainsight Resources) The Customer Success Podcast by Gainsight Tweetables: “We think of customer success as being a combination of generating great outcomes for your clients and great experiences for your clients.” “If you give me a blank sheet of paper and say ‘build something,’ to me that’s the most exciting thing I can work on.” “We’re always thinking about how do we create new best practices for the industry.” “Every customer success organization needs a methodology for getting their customers to success.” “How do you track, not just the utilization and gross margin on a given project, which is what I think a lot of services leaders are focused on, but instead, how do you think about whether the engagement is actually driving towards success?” “We also think of customer success as a more higher level concept that’s really a company-wide imperative, that every department should be involved in.” “Customer success is about proactively generating strong outcomes and experiences for your clients.”
43 minutes | Feb 20, 2018
EP 15: Driven by Data — Leveraging Data to Drive Business Change with Kalpana Chandrasekhar of Hotel Tonight
I’ve got a special guest with me tonight: Kalpana Chandrasekhar, the VP of Customer Experience at Hotel Tonight, my favorite travel app! Hotel Tonight is an app that started off allowing customers to make last-minute, night-of booking for hotels with guaranteed low rates, but today has grown to allow for bookings up to 100 days in advance. Kalpana herself is not a traditional customer experience leader. Prior to joining Hotel Tonight, she was with American Express and SurveyMonkey in different operational functions, with more of a data-driven and analytical approach. Her current role at Hotel Tonight combines her interest in focusing on customer experience, metrics, and people management to help customers have the best possible hotel experience. Kalpana and I discuss a wide array of topics, such as creating attention for the customer experience among the rest of the team and using data and metrics to back up her hypotheses and drive product change within the company. Kalpana also has some great tips on getting the whole company rallied around customer support, so be sure to look out for those. Tune in to this episode to also listen to Kalpana’s insights on what it takes to lead a team effectively! Key Takeaways: [:26] Jaspar introduces his guest for this episode — Kalpana Chandrasekhar. [2:54] What is Hotel Tonight? It's a mobile app that’s focused on connecting customers with great hotel rooms, with special attention to the last-minute space. [4:27] Kalpana runs Customer Experience at Hotel Tonight. What does her role comprise? Her teams support customers through their Hotel Tonight experience, and deal with a certain portion of inquiries from hotels, via multiple mediums of communication. [5:36] Hotel Tonight also has an in-app messaging program that rewards loyal customers by helping them have the best possible hotel experience by connecting them with a dedicated customer service pro who can help with anything. [7:16] Kalpana and Jaspar discuss the possibility of shifting more customer support channels to text-based, in-app services and this is on the cards for 2018. [8:19] What was Kalpana doing before Hotel Tonight? Kalpana talks about her career experiences at American Express and Survey Monkey, which allowed her to get interested in the customer experience space and gave her insights into metrics, people management, and team management. [11:40] Not having the experience of dealing with customers directly, what was the biggest challenge Kalpana faced in her transition to her position at Hotel Tonight? In the early stages, there was a need to catch up on being able to identify what benchmarks are relevant, and having the data to back that up. Conversations with other CX and operations leaders really helped Kalpana to overcome those challenges. [14:25] What advantages does Kalpana bring to the table, not having the same experience or preconceived notions about how customer support should be run? Being able to question why things were done the way they were and bringing a fresh perspective. [15:33] How does Kalpana leverage data to drive business change? Data and metrics play a crucial role in how Kalpana manages her team, and also gives her credibility when it comes to discussing business change. [18:07] What are some of the pitfalls of relying on data? Analysis paralysis is a real thing — remember to check yourself to avoid that situation. It is possible to make good decisions based on imperfect data — just be aware of when to be confident and when to question the data and dig in more. [20:26] How does Kalpana incorporate her team’s priorities and the voice of the customer into driving change among the executive team? Proactively recording data and information from customers has provided Kalpana and her team with a basis to build future recommendations. [22:12] How does Kalpana ensure the voice of the customer is being heard by the rest of the executive team? Call-listening sessions help the executive team as well as employees across the organization to hear exactly what customers and hotels have to say and how the customer support team responds and provide feedback to the CX team as well as about the product. [26:44] Kalpana highlights the importance and benefit of surveying your own team. Both general feedback surveys and targeted surveys can be useful in gathering information and generating new ideas to improve customer experience. Kalpana shares an example of a product change that came about as a result of this and how having the data and metrics as evidence really helped to push through the change. [33:35] How do team members get recognition for their contributions in bringing about product change, or building new products? Kalpana augments the company’s recognition program with super-public recognition to celebrate cross-functional collaboration. [36:01] How does Kalpana approach data with an open mind? Kalpana’s approach is to have a point of view but also to recognize the numbers for what they are when they validate or invalidate certain hypotheses and work from there. [37:47] What will the Hotel Tonight customer experience look like in 2020? Kalpana hopes to be still helping customers but also that the areas of friction for customers have been reduced. Additionally, she hopes for a move into more chat-based support. [39:02] What is a lesson Kalpana has learned that she wishes she had known when she first started in her position? It’s important to be really even, calm, and patient as a leader, and she has taken steps to ensure that is her persona at work. [40:22] What are some of the challenges of managing a team that is entirely virtual? Kalpana shares how her team has proactively managed to gain additional perspectives from other team members. Making the time and space for people to chat informally has been key to bringing her team together and creating a positive work culture. [42:14] Check out the Hotel Tonight app, and connect with Kalpana via email or Twitter! Resources Mentioned in This Episode: TaskUs Podcast Hotel Tonight Hotel Tonight on the iTunes App Store Hotel Tonight on the Google Play Store Email Kalpana Chandrasekhar Kalpana Chandrasekhar on Twitter Slack Tweetables: “Hotel Tonight is a mobile app that’s focused on connecting customers with great hotel rooms.” “Essentially, Customer Experience represents all the customer support that we do for the company.” “The in-the-moment service is really important for a lot of hospitality and travel-related issues or concerns.” “Experience allows you to have the confidence behind what you’re trying to do or say to someone else.” “You need to make sure that the value you’re able to drive is correlated to how much time you spend [getting] that data.” “Quotes from customers are very powerful, because ... it serves to bring more empathy.” “It’s important to be really even, calm, and patient as a leader.”
46 minutes | Feb 19, 2018
EP 14: Start with Support — Providing Outstanding Customer Support via Non-Voice Channels with Farrah Kennedy
Farrah Kennedy is the Chief Operations Officer of MailChimp, an email marketing platform for small businesses. Founded in 2001 by Ben Chestnut and Dan Kurzius, it is one of the greatest bootstrap success stories of the last 20 years. Today, MailChimp has over 15 million users, over 500,000 paid subscribers, and generates over $500 million in revenue. Farrah joined the company in 2013 and has helped to take the business from a startup to a grownup, by scaling up customer support operations, and clearing a massive backlog of email and chat tickets. In this episode of CXYZ, Bryce and Farrah discuss the critical decisions Farrah made in her time at MailChimp, such as not offering phone support to users, and removing email and chat support after the first month for non-paid users. Farrah shares some of her insights about the world-class culture at MailChimp that has allowed it to offer outstanding customer support experiences via non-voice channels, as well as the internal company processes that form the foundation for MailChimp to be one of the best in terms of customer support. Tune in to find out more. Key Takeaways: [:17] Bryce introduces his guest for this episode — Farrah Kennedy. [3:04] Bryce shares a story from 2008 when he and Jaspar were starting TaskUs. [3:37] What is MailChimp and what is its background? It is a marketing solution for small businesses that grew from just email to a more full-service marketing solution. [7:01] Who is the typical MailChimp customer? There is no typical profile, but Farrah describes some salient characteristics. [8:10] Email marketing has come to be perceived as passé. How does MailChimp still stay relevant and continue to grow with this product? At work, email still remains at the forefront and email marketing is just evolving, rather than being phased out. [9:36] What is Farrah’s favorite customer service story? She tells the experience of how her customer service team was able to help a customer leave feeling great, when he had initially come in feeling extremely panicked about something. It was such a success story that the customer even shared his experience on Reddit! [12:59] MailChimp has a communication tone that is quite unique and quirky. How has MailChimp developed this brand persona? Having a team that cares about the customer and the brand has made all the difference. [14:30] When Farrah joined MailChimp, all customers, even non-paying customers, were getting premium customer support. However, the decision to stop offering customer support to free customers was not merely a financial one, but one that took into consideration the fact that they could not continue to scale and offer such great customer support to all customers. [16:03] Ben and Dan founded MailChimp. Farrah shares her insights from watching them grow the business to one of the biggest businesses in Atlanta. She also talks about their own personal histories that led to the founding of MailChimp. [20:59] What channels does MailChimp support customers in today? How did they decide to choose those channels over others? MailChimp only provides chat and email support, as a result of trying to keep prices low and affordable for small businesses. [22:46] How has support evolved since Farrah joined MailChimp? It has expanded dramatically to keep up with the growing number of customers it serves, while still maintaining the voice and personality of the brand. [24:02] What does the career path at MailChimp look like? Almost everyone starts in support and subsequently moves to other departments, which makes a huge difference in terms of understanding and communicating about the product. [28:16] What is the recruiting process at MailChimp? There is a technical test that candidates have to take and pass, before even getting through to the phone or in-person interview stage. [29:30] How does MailChimp feed insights from the frontline of support back into the organization? Farrah shares about the newer structures and processes that have been put into place in order to funnel customer issues from the front line back to the engineers to improve the product. [34:01] What are some books Farrah recommends for companies that are looking to go through the same process of scaling up? [37:18] Which companies have a support experience that Farrah really admires? [38:20] What are some benefits and investments MailChimp makes for their frontline staff that other companies should be doing, too? MailChimp tries to treat all employees equally and tries to take into consideration the challenges associated with being in support. Farrah shares some examples of the ways in which MailChimp has recognized support and tried to include them in the company as much as possible, as well as explaining to employees why it was not possible to do so in certain situations. [43:31] What lies ahead for MailChimp? MailChimp is working on democratizing technology that enterprise companies have to bring it to small businesses, so it’s always about keeping up with trends and making them accessible and affordable for small teams. [44:09] In three years, MailChimp has grown from five million customers to 16 million customers. Is that growth sustainable? MailChimp is not necessarily focusing on getting more customers, but rather being the best choice for small businesses to address all of their marketing needs. Mentioned in This Episode: Farrah Kennedy on LinkedIn MailChimp Ben Chestnut, Co-Founder of MailChimp Dan Kurzius, Co-Founder of MailChimp Bad and Boujee by Migos MailChimp Support Saved My Job Because Atlanta, on Reddit “MailChimp Customer-Service Rep Nails Migos ‘Bad and Boujee’ Joke,” by Madison Malone Kircher for NY Mag Radical Candor: Be a Kickass Boss Without Losing Your Humanity, by Kim Scott Audible Tweetables: “We want to be there whatever stage you’re in, whether you’re just trying to grow your list, or you’re trying to sell your product.” “Whatever your business, we want to be able to have a way for you to talk to your customers or prospects.” “Empower the customer. … When people come in, we teach them how to solve the problem.” “It really was a philosophy that you started in support.” “They try to get everyone to go through at least one day of shadowing a support agent … and it makes a huge difference.”
39 minutes | Jan 23, 2018
Ep 13: Personas and Metrics — Understanding Your Customer with Karen Tang of Prezi
Karen Tang is the Vice President of Customer Success and Support at Prezi, a company which makes software for beautiful presentations. Prior to joining Prezi, Karen graduated from Wharton Business School and worked at a number of high-profile companies such as GE, Target, and Google, and has now been at Prezi for four years, where she focuses on the post-sales team to ensure that customers get the maximum value out of the product. Karen and I discuss customer success and the way businesses engage with their customers to ensure they’re using the product in the best way possible from the B2B standpoint as well as the B2C standpoint. Karen highlights the importance of creating customer personas and mapping their customer experience journey in order to better understand and create value for customers, as well as to foresee and address problems that may arise in the future. Tune in to this episode to also get useful insights on the role of metrics and data in ensuring that the company prioritizes customer demands! Resources Mentioned in This Episode: TaskUs Podcast Prezi Prezi on Facebook Prezi on Twitter Karen Tang on LinkedIn Email Karen Tang Salesforce ZenDesk
21 minutes | Dec 29, 2017
Ep 12: Key Insights and Takeaways — Wrapping up Season 1 with Bryce and Jaspar
Season 1 has come to an end, and what a journey it has been! On this final episode of the CXYZ podcast, we want to share with you some of our biggest insights and takeaways from this season of enlightening interviews with industry experts and thought leaders from all sorts of different industries.
41 minutes | Oct 17, 2017
Ep 11: Umang Dua On Putting People First
In this episode, Umang Dua, co-founder of Handy, speaks about the different aspects of customer service and how it is the driver of success for his business of providing household services to busy people everywhere. Shortly after founding Handy.com, Umang found that the secret to thriving in a people-based business was to create the best customer service possible so that customers consistently felt at ease and a short reach away from help whenever needed. As Handy became more widespread, the company found it was easiest if the means of communication became more simple. As of today, Handy.com has adopted a solely e-mail based interaction with its customer and has noted it as an effective way to make their business thrive.
29 minutes | Oct 3, 2017
Ep 10: A Dropbox For Real Life Storage with Sam Rosen
Sam Rosen is the founder and CEO of Makespace, a full-service storage company that currently operates in New York, Los Angeles, Chicago and Washington DC. They pick up, store, and bring back your stuff–– all for less than self-storage. In today's episode, we'll talk about the early days of the company, importance of listening to the customers and Artificial Intelligence.
31 minutes | Sep 19, 2017
Ep 9: Modern Monopoly with Alex Moazed
Alexander Moazed is the Founder and CEO of Applico. Alexander founded Applico in 2009 when he was 20 years old and funded the company with his own credit cards. Within the first three years, Alex led the company to become one of the largest app developers in the industry. We had so much fun talking, so please enjoy this episode!
31 minutes | Sep 5, 2017
Ep 8: Revolutionizing The Customer Service Space With Rob Bailey
Rob Bailey is the COO of Kustomer a company that unifies all the customer applications and customer data in one place so support teams can be more productive and serve their customers better. Rob was a tech executive for 15 years, including being the CEO of DataSift. In today’s episode we’ll talk about Rob’s time in the previous company, how he joined Kustomer and a lot of his views on customer experience. This episode was recorded live in NY. Enjoy!
28 minutes | Aug 22, 2017
Ep 7: Deconstructing Booker with Josh McCarter
Josh is the Co-Founder and CEO of Booker, a company that simplifies spa and salon management with online booking and scheduling, integrated point-of-sale, and more. Josh is focused on expanding Booker’s reach through partnerships and client relationships, while creating a culture of innovation and excellence in Booker’s offices around the world. In this episode, we'll be talking about starting, growing and everything around Booker–enjoy the episode.
28 minutes | Aug 8, 2017
Ep 6: A Glimpse Into the Future: Artificial Intelligence with David Tisch
David Tisch is the Managing Partner of BoxGroup, a New York City-based early stage investment fund. BoxGroup is an investor in over 200 seed-stage companies, including Vine, Blue Apron, Sunrise, Warby Parker, Harry’s, Oscar, Behance, Handy and more. David is also the co-founder and Chairman of Spring, a mobile marketplace where customers shop directly within the app from a curated community of brands. In this episode David and Jaspar discuss everything from business tactics to Artificial intelligence.
40 minutes | Aug 1, 2017
Ep 5: Start-up Scene in Austin and Learning more about Sparefoot with Charlie Marriott
Charles Marriott is the Chief Operating Officer for SpareFoot, the largest marketplace for finding and booking self-storage. He has more than 10 years of experience in client services, operations and public companies. In this episode, Charlie and Bryce will discuss growth, culture and various tactics that are in place for Sparefoot. We will also go over some of the biggest lessons Charlie has learned over the years.
33 minutes | Jul 18, 2017
Ep 4: From Brink of Failure to Success with Jonathan Swanson
Imagine this: An online marketplace like Amazon where you could find options for services near you all in one place. House cleaner, personal trainer, DJ, roof installation, party bus rental – you name it, Thumbtack’s probably got it. Co-Founder and President of Thumbtack, Jonathan Swanson, shares the highs and lows in his entrepreneurial journey, challenges with the online marketplace-based business, and how they’ve built their business around customer experience.
35 minutes | Jul 11, 2017
Ep 3: The Key Elements of Success in the Meal Kit Industry with Ed Boyes
Ed Boyes shares how HelloFresh is taking “e-food” by storm in providing meal kits as solutions for the, “What’s for dinner” problem. This episode dives into the HelloFresh concept, how they handle risks unique to their service, and the ways they utilize consumer data to shape their customer’s individual experience.
33 minutes | Jun 23, 2017
Ep 2: Understanding and Meeting the Needs of Your Customers with Kirsty Traill
Kirsty Traill, VP of Customer at Hootsuite - the world’s most widely used social media relationship platform, joins Jaspar on this episode to discuss the capabilities of Hootsuite’s social media management platform, her technology tool stack to make customer support operate flawlessly, and how leveraging AI has changed their customer support game.
45 minutes | Jun 23, 2017
Ep 1: Redefining Hospitality And Customer Experience One Plate At A Time with Danny Meyer
We’ll be talking “all things customer experience” with Danny Meyer– an experienced and accomplished restaurateur (winner of 4 Michelin stars and 28 James Beard awards, named one of TIME’s 100 Most Influential People, and the man behind Shake Shack and 15 other NY hot spots). In this episode, Danny and I discuss the difference between service and hospitality, dealing with negative feedback from customers, and the age-old question: to Instagram your food or not?
13 minutes | Jun 21, 2017
Ep 0: Meet Bryce Maddock and Jaspar Weir
Why does there need to be a CX podcast? Jaspar and Bryce share how their experiences as co-founders of an outsourcing company over the last nine years have inspired and challenged them to create new resources for the CX community. With the exponential growth in technology and innovation, the expectations of customers are higher than they’ve ever been. And thus, a greater need exists for businesses to learn best practices to automate parts of their customer support functions while applying white glove service to others.
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