CX Champions

A brand new season of CX Champions is on the way. HGS is excited to bring you insights from top CX leaders at your favorite brands. So get ready to dive deep into the minds of industry pioneers who have mastered the art of crafting unforgettable digital customer experiences.

We’ll be chatting about how to upgrade your digital customer experience from leveraging AI and data analytics to harnessing the power of storytelling to engage your audience like never before. We’ll also discuss keys to success and lessons from people who have spent decades in the CX industry. This podcast is your go-to resource for elevating your digital customer experience game.

So, whether you're a seasoned CX professional or just stepping into this exciting realm, CX Champions is your compass to navigate the intricate landscapes of modern customer interactions. 

Get ready to unlock a world of CX possibilities. Don't miss out – subscribe now and never miss an episode. In the meantime, visit HGS.CX/insights for more information on how to transform your digital customer experience! And if you or someone you know would like to be a guest on the show, you can email us at [email protected].

This episode features an interview with Craig Antonucci, Chief Experience Officer at Autocar, the only American truck manufacturer focused on trucks for severe-duty vocational applications. Craig brings 25 years of experience in building businesses large and small. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for many leading global companies. And in this episode, he discusses what it was like becoming the youngest Operations Director in the history of Vermont American, how he reached a critical turning point in his career and decided to start his own business, and turning data points into a customer journey.

Quotes

*”Pay attention to the details of what it is that your customer wants out of their experience. Because if you don't, then they're gonna notice it and you're gonna miss out.”

*”There’s an art of positioning yourself to help your customer understand the important things and not focus on the things that aren't really important.”

*”I'm also a musician. And there's no better feeling than having a great crowd. When you're playing and you have a bad crowd, it can drain you really quick. So you have to find those places where you can trade that energy with other people. That's a core principle of customer experience too, is how do you tap into that energy of the customer and turn it into a positive thing.”

*”A CX leader needs to know how to sell, whether you're a good salesperson or not. You have to know basic sales. You know the basics of communicating with people effectively, getting your message in short and quick, following up with them, paying attention to the verbal and body cues, and just everything that goes along with sales. If you don't have those skills, you're not gonna be a good CX leader.“

*”How many times have you found yourself in a meeting thinking about a deadline for another client that you have? That's just a terrible way to live as a person, but you're not gonna be very successful as a leader because if you're not focused in the moment, people are gonna pick up on it. And customers notice that too. They wanna feel important, they wanna feel like you're giving them every bit of attention that you would at that point in time.”

Time Stamps

[0:50] Introducing Craig Antonucci, CXO at Autocar

[2:18] How did Craig navigate imposter syndrome as the youngest Operations Director in the history of Vermont American?

[5:25] How did Craig get into Customer Experience?

[10:26] Hear about the one day that changed Craig's career trajectory.

[13:55] How did Craig get into teaching and mentorship?

[19:50] How did Craig's understanding of CX gel at JL and BPA Quality?

[24:30] How did Craig become Autocar's first CXO?

[29:02] What's a raving fan, and how do you create them?

[36:01] How does Autocar think about the customer experience?

[45:24] How did Craig's move to Birmingham, Alabama shape his perspective on CX?

Bio

Craig Antonucci is Chief Experience Officer at Autocar. He brings 25 years of experience in building businesses large and small. He’s well-versed in all functions of an organization and able to create, build, lead and manage and flourish in any complex team structure. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for many leading global companies.

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Craig

Learn more about Autocar

Connect with Sohaib on LinkedIn

Check out HGS

This episode features an interview with Sarah Diegnan, VP of Customer Experience at ChartHop, a dynamic, visual, and actionable people analytics platform that helps companies manage and support their employees. Sarah leads ChartHop’s customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals to make sure customers get the most out of ChartHop. With a background in structural engineering, Sarah’s career has taken her from building cathedrals to building customer relationships. And in this episode, she discusses how to systematically design the customer journey, and how she drives value from day one, and how she creates that stickiness factor to get customers hooked on the ChartHop brand.

Quotes

*”You really have to think through: Who are my customers? What are they buying? Why do they need us? Why do they use us? I think sometimes we get caught in a little bit of a trap because we are the ones that have to define what value means for our product.”

*”At the end of the day, your customer journey is truly project management. I mean, it's customer management at that point. And so how I've always thought about customer journey in a lot of ways is, you're building a building, Like you start by digging the ground and building the foundation. And in a lot of ways, that's not the most attractive part of the building. But if you don't have a strong foundation, you don't have anything. And so that's what I always compare to your onboarding and your implementation. And so I do think there is correlation between building a building and the customer journey.”

*”I feel really strongly that the best experience that we can provide to our customers is the one that is rooted in process, and everyone follows the same process. And that's not to say that we treat everyone like a number. Every customer is gonna have their own unique style. Every customer is going to have their own unique use cases and challenges. And I welcome all of that. I want that. But the foundation has to be the same.“

Time Stamps

[0:52] Introducing Sarah Diegnan, VP of Customer Experience at ChartHop

[4:02] How Sarah started as a structural engineer, designing a cathedral

[9:47] Sarah’s “reckoning” where she pivoted to Customer Experience

[13:35] About Sarah’s journey to Opower

[24:33] How does Sarah apply her expertise to CX at ChartHop today?

[29:34] How does ChartHop use KPIs and metrics to tune into CX

Bio

Sarah Diegnan is the VP of Customer Experience at ChartHop. Sarah has over 10 years of experience in customer success and operations, having served in various leadership roles at companies such as Acuity Brands, Opower, and Adura Technologies. She is a results-oriented leader with a proven track record of building and scaling successful customer success organizations. She is passionate about driving value for customers and helping them achieve their goals.

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Sarah

Learn more about ChartHop

Connect with Sohaib on LinkedIn

Check out HGS

This episode features an interview with Stacy Armijo, Chief Experience Officer at Amplify Credit Union. Amplify is a member-owned financial cooperative with more than 57,000 members and over $800 million in assets. They’ve been serving all 50 states since 1967. At Amplify, Stacy is in charge of Marketing, Communications and Social Impact. She also handles Retail, Payments & Operations, Human Resources and Training. She has over 20 years of professional experience in the industry. In this episode, Stacy explains how to build meaningful, impactful programs to create a job you love. She describes effective PR strategies, and what resources are most important for any company.

Quotes

*“I have a unique skill set in bringing the right words to the right ideas to make those ideas meaningful and impactful for others. And when I think about what combines all the things that I do, and the moments in my professional or personal world where I have felt like I really did something, like I really made an impact and it was unique and it was valuable, it can be boiled down to something sort of like that.”

*“I think so often people underestimate what they do well. They tend to focus only on what they don't do well and how can they mitigate the liabilities of what they don't do well as opposed to, ‘I do this really well, how can I lean into that and make that more effective?’”

*“In my career, I think about, ‘What is my current experience and does it satisfy all three Gs? Am I giving something? Do I feel like I'm contributing in a way that's meaningful and useful? Am I getting something? Is there something that I'm getting back in terms of what I'm learning and how I'm growing? And do I feel gratitude? Do I feel gratitude for the people I get to work with, for the compensation that I get to earn for all the opportunities that I have to be involved in things?’ And if I can say yes to all three Gs, I'm in the right place.”

*“In my opinion, someone who is an effective public relations professional is good at anticipating the point of view of the people that they're interacting with. Understanding the messages that have meaning for them. And expressing them in a way that gets somebody to move to action. In essence, that's what a good PR person can do. That's not different from what a good customer service person can do.”

*“I see an opportunity to be more authentic and to connect to something that's more real for people. And then to take the personality of the institution and carry that through.”

*“Money is not your most precious resource. It is attention. Attention is your most precious resource in an organization. And so to be able to say ‘great idea, not today,’ is something that I do all the time.”

Time Stamps

[00:03:17] Stacy’s elevator pitch

[00:11:39] How Stacy’s career started

[00:14:55] The overlap between PR and CX

[00:16:42] Making your work personal

[00:22:31] Making the most of your resources

[00:25:41] Designing online channels

[00:31:09] Prioritizing digital customer service

[00:35:23] The start of fee-free banking

[00:40:26] The future of CX

[00:47:08] Making the most of your strategy

Bio

Stacy is Chief Experience Officer with Amplify Credit Union, a $2B community financial institution based in Austin, Texas. At Amplify, her responsibilities include (1) Marketing, Communications and Social Impact; (2) Retail, including Branches, Contact Center, Wealth Management and Consumer Lending; (3) Payments & Operations; and (4) Human Resources and Training. She started her career in communications, having spent over 16 years at Pierpont Communications and working up from an account executive to EVP. She brings with her over 20 years of professional experience overall, and has also served as a Lecturer at the Stan Richards School of Advertising and Public Relations at UT at Austin. There, she taught “Strategies in Public Relations.”

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

See Stacy’s Website

Learn more about Amplify Credit Union

Connect with Larry on LinkedIn

Check out HGS

This episode features an interview with Sarah Owen, Chief Product Officer at One Inc, the leading digital payments network in the insurance industry. Sarah joined One Inc. in 2021, and brings with her deep payments knowledge. She has more than 20 years of experience in leadership roles at First Data, Heartland Payment Systems, Vantiv, and TSYS. Sarah is also an inventor, having patented and served as co-inventor on several mobile and digital payments solutions. In other words, she’s a true payments expert. And in this episode, we’re learning from her about making a better product by putting customers front and center, identifying the moments that matter in your customer’s journey, and how One Inc. is at the forefront of a new age in the insurance industry.

Quotes

*”If you’re not solving problems for the customer, keeping the customer front and center, and ultimately improving their experience, then no one's going to buy your product.”

*”Customer experience, from my perspective, is all about mapping out that customer journey to really understand the points that matter. What do you need to make sure that you get right? So it is about storytelling.”

Time Stamps

[2:23] How Sarah’s work-to-give mindset has shaped her career

[5:19] What’s Sarah’s approach to customer experience

[6:20] How did Sarah get into CX?

[11:43] How low-code no-code helps with digital transformation

[13:27] How is One-Inc a B2B2C company?

[16:39] How Sarah identifies the moments that matter through customer journey mapping

[19:21] How One Inc. is revolutionizing the insurance payments process

[21:38] How legacy insurance companies operate, and why the established payments processes have lasted

[25:49] How One Inc. uses tokenization to protect payment information

[30:57] What does Sarah think about the future of payments?

Bio

Sarah Owen is Chief Product Officer at One Inc. Owen joined One Inc. in October of 2021 following a career driving product innovation, development and business transformation for payments. With increasing levels of responsibility, she has managed large product portfolios and built new products across card issuing, consumer loyalty and payment facilitator lines of business. For over two decades she has held senior roles at companies including First Data (Fiserv), Heartland (Global Payments), Vantiv (FIS) and she most recently served as lead for the Customer Engagement Portfolio for TSYS, a business unit of Global Payments. Owen combines her deep payments knowledge with a passion for helping clients transform their digital experiences and is a true champion of innovation, having patented and served as co-inventor for multiple mobile and digital payment solutions. Based in Atlanta, Sarah has also served as a mentor for TechStars and is an active volunteer in the local community.

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Sarah on LinkedIn

Learn more about One Inc.

Connect with Larry on LinkedIn

Check out HGS

This episode features an interview with Jeff Newman, Manager of Customer Care for Porsche North America. He works to provide Porsche car customers with a best-in-class experience that aligns with Porsche’s 75-year history of brand excellence. In this episode, Jeff shares his leadership philosophy, and what he’s seen work over the course of his career. He also explains what makes a customer experience program successful, and how he’s built the program at Porsche.

Quotes

“I think that being an effective leader… it's the same arrows in the quiver, if you will. So whether it's in retail, whether it's in contact centers, or sales or service or tech support, you can still be a great leader. The same things that helped me be successful on the retail side was no different once I came over to the contact centers.”

“It’s difficult to say that something is or isn't working if everybody's doing it in many different ways. So to me, one of the things I always like to do in a new role is asking if we have standard processes in place for a good 80% of what we do. So let's standardize what we're doing, and then we can go back and simply measure and say, is this working or is this not working?”

“I am a huge proponent of quality assurance. It's something I am extremely passionate about. It's something I'm trying to finish a book on. But quality assurance in human behavior skills is something that I will never, ever, ever dictate with scripts.”

“People can typically handle when changes are made, when they're being informed why. And so while I started out in the field, I always promised that if I ever became a corporate guy, that I would never be that person that's sitting in the ivory tower, sort of doing the regal wave to everybody. I'm never gonna be that person that's gonna let things happen to people without them being part of the process.”

“To me, when you have a well-oiled quality program set up, a huge component of that is knowing the individuals. Everybody is a unique individual and you have to treat them as such.  It's the only way you're gonna be successful.”

“[I have] this mantra, like everything that we do, whether it's building customer experience programs or agent programs or anything: how are we showing that we value your time?”

Time Stamps

[04:47] How Jeff got to where he is today

[07:50] Jeff’s leadership philosophy

[08:34] The importance of data

[10:28] Standardizing customer service

[17:26] Running a well-oiled program

[20:48] How Jeff coaches

[22:36] A customer field study

[27:59] The importance of a purpose-driven brand

[37:32] Jeff’s future

Bio

Jeffrey Newman is Manager of Customer Care for Porsche Cars North America. He’s been with the company for 8 years, having started in April of 2015. Before Porsche, he served as Director of Customer Service for the Northeast Region for American Express. He has also held leadership roles at Windstream Communications, Alltel and Walmart. He has a B.S. in Marketing from Rochester Institute of Technology.

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Jeffrey on LinkedIn

Learn more about PCNA

Connect with Larry on LinkedIn

Check out HGS

This episode features an interview with Sarah Dekin, President and COO at Hometap, an equity-sharing company that invests in homes in exchange for a portion of the home's future value. Prior to her work at Hometap, Sarah served as CMO at Virgin Money and ZipCar as well as EVP of Strategic Marketing and Development for the House of Blues. And in this episode, Sarah shares what she’s learned about customer experience along her career path from the House of Blues to Hometap. She also talks about her key mentorships, knowing when to accept an opportunity, and how she’s blazing a trail in the homeowner experience at Hometap.

Quotes

*”I was working on strategy and planning, and we needed some help in business development. And business development is something I'd never done. And to be honest with you, negotiating in general is something that intimidated me a little bit. But it was probably because of that that I thought I should really take advantage of this opportunity and give it a try, even though it made me nervous. But I only did that because I knew that right behind me, [my mentor] Joe would be there. He wasn't gonna let me fail. And so I think for anyone who finds himself looking at an opportunity like that, definitely go for it.”

*”The first point of contact for most of our homeowners is the website. And we believe in very simple, very straightforward [language], as transparent as possible. No buzzwords, no jargon, easily understandable phraseology and very transparent demonstrations of how the pricing works and lots of FAQs so that people can self-serve to the extent that they want. We have a very easy to use but robust scenario planner tool where our homeowners can change [different factors]. I think there's nothing better than actually interacting with the scenario rather than, you know, reading a multi-page document.”

*”Whether it comes through in your digital experience or whether it comes through in the individuals with whom the homeowners interact, we do have a very homeowner-first mentality. We have homeowner values around respect, kindness, and empathy. And if you can have that as a core value not just for the frontline people, but for your product team, your designers, your engineers, and for your marketing team, those are going to mutually reinforce what will come out at the end as a very authentically kind and positive experience for the homeowner.”

Time Stamps

[1:40] Introducing Sarah Dekin, COO and President at Hometap

[3:37] What did Sarah learn about CX at the House of Blues?

[9:26] How did the House of Blues create its unique customer experience and build a name for itself in the industry?

[11:22] When did Sarah know it was time to move on from the House of Blues after 10 years?

[16:06] How did Sarah get involved with Zipcar, and how were they a disrupter in customer experience?

[22:32] How did Sarah leverage Zipcar’s dedicated member base to help make important decisions?

[24:20] How was Virgin Money pushing the envelope in online banking?

[27:48] What is Hometap? And how are they providing an entirely new financial tool to homeowners?

[34:42] Tell me more about the Hometap customer experience

Bio

Sarah Dekin is the current Chief Operating Officer at Hometap. Sarah was previously with The Greene Turtle Sports Bar & Grille, Sarah Dekin Growth Company Executive and Advisor, Virgin Money, Zipcar, and House of Blues. Sarah has over 25 years of experience in marketing and strategic planning. She is a graduate of the University of Southern California. Sarah has an MBA from Harvard Business School and a BS in Economics from Trinity College-Hartford. 

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Sarah on LinkedIn

Learn more about Hometap

Connect with Larry on LinkedIn

Check out HGS

This episode features an interview with Glenn Weinstein, Chief Customer Officer at Twilio, a global leader in customer engagement platforms with a market cap of over $8.5 billion. Prior to leading global customer experience at Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google. And in this episode, Glenn discusses how to introduce IP into your company, the line between good and bad automation, and delivering on the basics of your customer promise so that you can broach more complex customer needs.

Quotes

*”There's no fast path to admiral or general in the army. The value of that is not just the respect you get from peers and teams, but also confidence. I would never wanna start my career in a position [that’s] too high… You've gotta keep your eye on the goal, [which] is to build experiences and build confidence. The career ladder comes. it will come by you excelling at your job, being a good teammate. But you don't want to come in on day one and be like, ‘How do I make my way to level 3, 4, 5, 6, 7?’”

*”Where automation makes people's lives easier, you want it and you wanna push it. You shouldn't have to do anything other than text a message to a number to accomplish something. That's good automation. Then there's bad automation, which is annoying, which is marketing driven and non-consensual. When you're forced to talk to a chatbot instead of a human, because you can just tell they're trying to cut costs. That's an unnatural level of automation. It's not a customer experience-centric way to build.”

*”One of the things Twilio talks about all the time is conversations with customers that start out as an automated conversation should be able to seamlessly drift into a live conversation and back, and be recognized as a single thread. That to me is one of the ultimate manifestations of customer engagement, where it crosses channels and feels like a continuous conversation. That's one of the things we preach at Twilio. Customer engagement, meeting customers where they want to be met, not where you want to meet.”

*“I kind of think of this as like Maslow's hierarchy of needs translated into technology or for any company. This is a theory that says that if you don't take care of someone's basic needs, you haven't really earned the right to their attention for some higher order stuff. For humans, the basic needs are shelter, food, and oxygen. And now you can start talking about higher level things like fulfillment and satisfaction. So at Twilio, the version of that is the basic needs of our customers. Their messages need to reach their recipients. Their messages need to comply with requirements so they're not blocked or filtered by carriers. You need to be able to send the volume of messages… If we don't take care of those basics, we haven't earned the right to talk about improving your marketing strategy, improving your ROI on customer engagement. All that stuff comes later. And that's really a lot of the Twilio value proposition, but we don't have the right to talk about that until we handle the basics.”

Time Stamps

[0:16] Introducing Glenn Weinstein, Chief Customer Officer at Twilio

[2:51] How did Glenn get started in the tech industry? 

[4:50] Learn about Glenn’s experience in the Naval Academy and how his education there led him into a tech career

[8:01] What was it like consulting for Lockheed Martin in the 90s?

[10:41] Why having a strong technical background is an advantage as a leader in software companies

[12:47] What the Navy taught Glenn about running a SaaS company

[14:32] How did Glenn come to co-found Appirio?

[17:32] How did Glenn and his co-founders know when it was time to sell Appirio?

[20:45] How did Glenn build the skills to run his own business?

[25:36] Where is the correct balance between human interaction and automation?

[27:21] How do you decide where to experiment in the customer experience?

[33:38] Glenn’s advice for offering a world class customer experience

Bio

Glenn represents the voice of the customer, with responsibility for Twilio’s technical support, customer success, customer experience, professional services, and systems integrator partner teams. Before Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google, and he has also led consulting and support teams at numerous public software companies. Glenn received a BS in Computer Science from the U.S. Naval Academy, and an MS in Computer Science from Rensselaer Polytechnic Institute.

Thank you to our friends

This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.

Links

Connect with Glenn on LinkedIn

Check out Twilio

Connect with Larry on LinkedIn

Check out HGS

Well, hello! We’re gonna guess that you opened your podcasts today and saw CX Champions. And you thought to yourself, “CX Champions? I didn’t subscribe to CX Champions.” And you would be right.

We took CX Detectives and are remixing it. We’re doing our OWN spin on customer experience. So welcome!

During the show, we’ll be interviewing disruptors in the CX space. People who aren’t afraid to challenge the status quo and get things done on THEIR OWN terms.

In each episode, you’ll hear deep insight into how they built their careers in CX by helping some of the most iconic brands in the world engage their customers.

CX Champions is an UNSCRIPTED masterclass on how YOU can stand out, think differently, and re-imagine what a Customer Experience could look like in a digital-first world.

So settle back, grab a drink, and get down with CX Champions on your podcast player of choice. 

Links

Connect with Larry on LinkedIn

This episode features an interview with Dutta Satadip, Chief Customer Officer at ActiveCampaign, a leading cloud software company offering a category-defining customer experience automation platform. Dutta is a tech industry veteran with over 20 years of experience, having held leadership roles at companies like Pinterest and Google. In this episode, Dutta talks about understanding the ins and outs of customer pain points, building mutual accountability with customers, and key automation techniques that help hook customers.

Quotes

*”One of the things we did was to start something called an accelerated onboarding. It's not optional to attend it. We are gonna reserve spots for you. We give you a slot. That has been a good way for people to create a little bit of mutual accountability [with clients]." 

*”Sometimes people are just putting stuff in [their] cart and are not gonna come back. In 2021, we did a study and customers had left over 76.4 million dollars of revenue in their shopping carts. So we're talking about a [potential] customer who we haven't recovered. [Our clients] have used automation to remind people, ‘Hey, you have left this in the cart. Here’s a little bit of a coupon.’ We see almost 14% recovery [with them]. As a business, if you're not employing these automation techniques, you are leaving customers on the table and as a consequence, money on the table.”

*Having a good top line mission and a leadership team that buys into that mission and vision is super important. Because at the end of the day, if something is not happening, it's because it's not getting prioritized. So ultimately I think a lot of the onus of making clients successful has to come from leadership.”

Time Stamps

*[0:07] The Case of the Missing Customer

*[0:32] Introducing Dutta Satadip, Chief Customer Officer at ActiveCampaign

*[0:54] Dutta’s Co-Detective Credentials

*[6:19] Evidence #1: Client doesn’t know their customers well

*[13:34] Evidence #2: Client has insufficient communication with their customers

*[17:40] Evidence #3: Lack of automation

*[25:10] Evidence #4: Client doesn’t know how to encourage customers to become lifetime customers

*[39:46] Debrief

*[41:04] HGS Pub

Bio

Dutta Satadip is the Chief Customer Officer at ActiveCampaign and is a tech industry veteran, thought leader and keynote speaker who specializes in customer strategy, customer acquisition, customer retention and scaling operations.

Dutta has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Pre-Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries.

Thank you to our friends

This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.

Links

Connect with Dutta on LinkedIn

Follow Dutta on Twitter

Connect with Lyssa on LinkedIn

Check out HGS