Flourish CX

Can you over-invest in CX? Vikas Bhambri, SVP, Sales & CX at Kustomer, doesn’t think so. Throwing money at CX isn’t the solution, though. Vikas is frustrated that we’ve invested so many resources in technology that should enable incredible CX, yet we neglect the basics of serving customers well. Vikas reminds us of the importance of contextualized data in CX. When used correctly, we can understand our customers and provide them with the help they need to avoid obvious mistakes. Data can help us predict and prevent churn as well. When we look at our customers’ context, we can identify touchpoints that may lead to churn and take action against it. Listen to this episode to hear Vikas’ punchy and practical advice to help refresh your CX.

The Great Resignation of 2021 has left many organizations reeling, but we need to respond to its rippling effects. Rod Cherkas, CEO and Principal at HelloCCO, gives his advice for managing this transition, balancing cost and growth, and optimizing learning. Rod shares tips for creating a personalized experience at scale. Strategically using a mix of high-touch and self-service approaches allows organizations to manage their limited people and time well. Join us for a conversation that will prepare you to equip your team and customers for success, even in the midst of change.

Customer success teams love to throw around KPIs like NPS, but do these numbers really provide insight into our customers’ experience? Lucy Norris, Chief Customer Success Officer at Synamedia, emphasizes the importance of the "why" behind your metrics, and why you need to complement quantitative indicators with qualitative ones. Diving into the context behind your KPIs reveals blindspots, connects the dots between different parts of your organization, and provides valuable insights. You don’t want to miss this thought-provoking episode.

A multitude of customer-centric metrics can be helpful data points for CX leaders, but there’s a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes, they’re not even an accurate picture of the past! CX Speaker and Author Shep Hyken of Shepard Presentations shares a better way to understand how customers feel about your product or service: their actions. That’s right - the best way to gauge customers’ experience with you is to simply observe what they do. Actions speak louder than words. Shep also recommends best practices for providing seamless self-service, emphasizes the cost of failing a customer, and reminds us of customers’ high expectations in our convenience-driven world. Listen in to learn how to build an experience that keeps your customers coming back.

Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run.

For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about customer success as a whole.

Listen in for Mike’s counterintuitive advice that will bring you and your customers long-term success.

Getting your whole company bought into the importance of customer experience is no small task. Yet, it’s one that’s critical to your success.

Nate Brown, CXO at Officium Labs, joins the show to share why. From revealing his CX pet peeves to calling out inauthentic leaders, Nate doesn’t hold back. He explains how aligning your marketing, product, and CX enables a frictionless experience. Listen to the conversation for some tough love, helpful insights, and practical ways to build a CX legacy.

There’s no argument. The world is changing seemingly every second. And when it comes to the business, the standards are at an all time high and climbing. Customers don’t just want more they expect it. And they don’t care if you’re B2B.Flourish CX is the show for empowering those of us who are in the trenches. Those of us putting in the work to create exceptional experiences when the world asks for more we’re ready to help you deliver while giving exclusive access to inside the minds of those who are driving innovation.No matter who you are or what brand you represent, the customer has to be at the center. Which is why we’ve crafted each episode to focus on one thing: customer empowerment. We’ll democratize best practices, commensurate together while pushing ahead thinking through solutions. You’ll end each conversation feeling both inspired and empowered to take action. So if you’re in a ‘customer’ role - experience, support, success - and you’re looking for a show dedicated to you. Then this is it. Flourish CX Launching fall 2021. Follow along wherever you get your audio.