Flourish CX

The definition and application of CX differs from company to company, just like customers differ. The one thing that doesn’t change is the demand for exceptional self-service experiences and the key to creating them—product content.

In this special episode, our amazing new host Gal Oron, CEO of Zoomin, highlights what we’ve been hearing from some of the world’s leading companies about the importance of content. Listen in for their insights and techniques on utilizing this virtual gold dust to best support your customer’s on their journeys.

How proactive are you about providing content to your customers to help them along their journey?

Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive micro-moments throughout the customer journey by offering up the knowledge they need, before they have to look for it. Listen in to learn how to properly use content to empower customers.

The content you make readily available to customers does the talking when your people are out of the room—is what you’ve provided able to do the heavy lifting between touchpoints?

David Hoare, VP of Content at ServiceNow, says content plays a critical role in the customer journey, from presales through renewals and everything in between. In this episode, David shares the data that proves technical documentation can drive sales and discusses how to present content seamlessly across your organization. Listen in to learn how to read the signals customers send through their interactions with your content.

Are you tying customer experience to product marketing?

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

Are you designing your systems and processes to meet your customer’s expectations?

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

Are you laying the proper foundation to build relationships with customers that will last a lifetime?

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

Are you closing your feedback loop? More importantly, do you have the right stakeholders evolved across your organization to do so?

Naren Dukkipati, Senior Vice President of Software Engineering at Mastercard, says building the optimal structure to collect feedback, internally and externally, allows you to create a seamless brand experience.

In this episode, Naren shares how Mastercard leverages technology to meet the customer where they’re at and collect feedback so it can be filtered back to people who can implement it. Listen in to learn more about setting up a robust feedback loop and using it to elevate your CX.

Your product exists to help your customers solve a problem, but are you continuously trying to understand the challenges they face? Debra Squyres, Chief Customer Officer at HackerRank, says empathy is the best quality to have as a customer-facing leader. Once you can put yourself in your customers shoes, you can engage with them more effectively and get the feedback you need to improve. Listen in to this episode to hear Debra get deep on what levers you can pull to improve customer outcomes and, in turn, your bottom line.

Does everyone in your organization, from an intern to the CEO, know how what they do on a daily basis affects your customers?

Bill Staikos, SVP, Evangelist, and Head of Community Engagement at Medallia, says understanding how you’re accountable to the customer is key to creating a truly customer-led culture.

In this episode, you’ll learn how to get everyone in your company engaged in CX and thinking with a “do right by the customer” mindset.

The most valuable brands out there are able to draw a direct line between customer experience and their bottom lines.

In this episode, Greg Kihlstrom, best-selling author, speaker, advisor and Principal and Chief Strategist for GK5A, breaks down how to measure important aspects of CX so you can put the right metrics in front of a CEO. As you listen, you’ll learn how to tie customer experience to revenue enabling CX to become an investment priority for your organization.