最佳The Cx Pod播客 (2024)

1
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 40:22

5d ago40:22

40:22

In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trus…

1
The CX Conundrum of Changing Minds 30:51

12d ago30:51

30:51

It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enou…

1
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 40:36

12d ago40:36

40:36

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…

1
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35

19d ago53:35

53:35

In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…

1
The Harmonious Experience 25:53

26d ago25:53

25:53

Listening to your customers is the “window” to knowing how well your organization is performing in its customer experience efforts. Whether it’s an online support chat, a voice of the customer through employee program, or a CSAT survey, each of these touchpoints provide a metric to how your customers view your company. But HOW you create these list…

1
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 49:18

26d ago49:18

49:18

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…

1
The Four Pillars of Digital Customer Success | Episode 065 31:35

1M ago31:35

31:35

In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …

1
Say Goodbye to Late Payments 16:29

1M ago16:29

16:29

In this episode of the podcast hosted by Shaun Jackson, Senior Vice President of Marketing at KUBRA, the focus is on managing late payments for utilities and billers. Joined by Cali Johnston, Senior Product Marketing Manager at KUBRA, they highlight why managing late payments is essential for cash flow and customer relationships. They delve into st…

1
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 53:09

1M ago53:09

53:09

In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…

1
Encore: Eagles, Parrots, Doves, and Owls 30:29

1M ago30:29

30:29

Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, we think Dan Silvert's insights on the importance of healthy relationships between employees is a great example of create excellent employee experiences. Many companies use them: personality tests or evaluations…

1
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 45:10

2M ago45:10

45:10

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success t…

1
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:37

2M ago1:01:37

1:01:37

Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conver…

1
AI: Is It Hype Or Helpful? 29:47

2M ago29:47

29:47

As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes …

1
Episode 79 - CX Top Tips from Wales with Mel Evans 22:29

2M ago22:29

22:29

In this episode join Richard and Rhian from insight6 as they talk to their colleague from Wales, Mel Evans, all about top tips for attractions, leisure and hospitality companies as we enter the holiday season. This podcast is produced by insight6 - www.insight6.com由Rhian Huxtable & Richard Knight

1
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 53:19

2M ago53:19

53:19

This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading. Chapters: 00…

1
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 33:00

2M ago33:00

33:00

In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup Survey Link Latest Digit…

1
Talk Less, Listen More 23:19

2M ago23:19

23:19

What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then rea…

1
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:00

3M ago51:00

51:00

Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of custo…

1
Episode 78 - Holiday CX with Lee Trowbridge 36:15

3M ago36:15

36:15

This month the west country warblers, Richard Knight and Rhian Huxtable, talk to Lee Trowbridge all about CX highs and lows of working the holiday sector. Lee and his wife book bespoke travel experiences you'll never forget. Join us to hear more about how Lee delivers great CX for his customers and how the travel industry are treating its customers…

1
The Results Are In: Findings From the First CX Leader Pulse Study 32:23

3M ago32:23

32:23

It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX…

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 48:33

3M ago48:33

48:33

Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch i…

1
The Black Hole of CX 24:14

3M ago24:14

24:14

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. …

1
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 53:44

3M ago53:44

53:44

Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-dr…

1
Your Brand and CX: They're Connected! 26:34

3M ago26:34

26:34

In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer experience leader, you know experience has possibly become the most prominent ingredient in a company's brand. So how do we make it work? How do CX lead…

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 46:57

3M ago46:57

46:57

Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Chapters: 00:02:28 - Intro…

1
Episode 77 - CX Data, what are the trends? 21:33

3M ago21:33

21:33

This month Richard and Rhian warble all about the UKCSI data and what it means for your business. Where can you take a competitive advantage with your CX? Find out which CX Zone your business operates in with the FREE THE CX CHECKER由Rhian Huxtable & Richard Knight

1
From Innovation to Execution: Transforming CX with Utility Mobile Apps 45:32

3M ago45:32

45:32

Join us on the latest episode of "Experience Better: The CX Podcast," where we explore the dynamic world of mobile app technology in the utility sector. Our guest, Erind Shkurti, Director of Client Solutions and Mobile Apps at KUBRA, shares his invaluable insights on increasing user engagement and the impact of mobile innovation on customer interac…

1
The Generative AI Primer for CSMs | Episode 055 47:10

3M ago47:10

47:10

In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are. So - in this episode, we focus o…

1
It's Moving Really Fast 33:51

3M ago33:51

33:51

If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives cus…

1
Encore: The Inclusive Experience 27:01

4M ago27:01

27:01

Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable. People in general want to do good things for others. But it’s easy to assume that everyone sees the wo…

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 45:48

4M ago45:48

45:48

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself. K…

1
Can AI Save Customer Support? 29:02

4M ago29:02

29:02

We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent f…

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 1:01:14

4M ago1:01:14

1:01:14

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career j…

1
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges 9:57

4M ago9:57

9:57

In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professional…

1
Rounds and Rounds We Go 26:50

4M ago26:50

26:50

It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now? As experience management improves consumers are demanding action during the experience. Now t…

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 37:37

4M ago37:37

37:37

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic. Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm. In this episode, we cover a wide variety of topics, including: 00:00:00 - Welcome To The Digital Cu…

1
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 54:33

4M ago54:33

54:33

Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success. In this wonderful chat, we talk about: 00:00 - Caring for your customers 02:…

1
Give the Audience What They Want 27:17

4M ago27:17

27:17

Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people …

1
Equity in Healthcare 28:44

5M ago28:44

28:44

Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to pr…

1
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 35:34

5M ago35:34

35:34

As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experi…

1
CX Update #20: customer satisfaction at Airbnb, building empathy and more! 6:47

5M ago6:47

6:47

In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb's CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true "Customer Leader" as…

1
Navigating the New Era of Payments in 2024 20:37

5M ago20:37

20:37

In this episode, we delve into six digital payment trends that are shaping the future of customer payment experiences. Join us as we uncover how personalization in payments is becoming a game-changer for consumer satisfaction and the significance of adopting flexible digital wallets in response to evolving customer preferences. We also investigate …

1
Work Friction: Less is More 30:11

5M ago30:11

30:11

We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the w…

1
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 43:30

5M ago43:30

43:30

Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-) In this fantastic conversation, we talk about: Building digital first with humans c…

1
Bonus Content: The Empathetic Frontline 7:20

5M ago7:20

7:20

Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from…

1
Encore: Your CX Career 29:25

5M ago29:25

29:25

Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of 2023, so some parts of the discussion may be outdated.…

1
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 1:01:39

5M ago1:01:39

1:01:39

Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of practical examples and …

1
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 53:37

5M ago53:37

53:37

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsight and the culture of st…

1
The Death Care Experience 18:11

5M ago18:11

18:11

It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as p…

1
Redesigning from Start to Finish 30:52

6M ago30:52

30:52

Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the entire customer journey and, if needed, redesign the jo…

值得一听的播客

The Cx Pod播客

值得一听的播客

快速参考指南