Humans of CX

In this episode, Garima is joined by April Obersteller, VP of Global Experience at woom, a sports goods manufacturing company that focuses on designing high-quality, lightweight bikes for children of all ages. Prior to this, she was the Senior Manager of Customer Experience at YETI Coolers and the National Sales Manager at Green Goo.

Together, they discuss whether or not the customer is always right, why you need to protect your employees’ mental health, how that directly correlates to the customer’s experience, and why she is so fascinated with not just the customer’s journey but their journey after a sale is made. She also explains what the missing fourth factor of CX is that a lot of people seem to forget.

Episode resources:

• April Obersteller on LinkedIn
• woom
• YETI Coolers

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Humans of CX is handcrafted by our friends over at: fame.so

In this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field.

They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for the bigger brands, how we can start bringing empathy into CX, and the importance of talking to your employees before making any technological decisions. He also shares a story about a time he had a bad customer experience with a delivery company!nnoying, as well as how customer expectations have risen in the last few years.


Episode resources:

• Adrian Swinscoe on LinkedIn
• Punk CX
• Forbes Articles:
  • If more is not done to protect agents, customer service standards will fall
  • Is the contact center going to be the next big tech frontier?
  • In times like these, customer service leaders can learn a lot from gardeners
  • 7 Customer-experience-related predictions for 2023

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Humans of CX is handcrafted by our friends over at: fame.so

In this episode, Todd is joined by Mike Aoki, President of Reflective Keynotes, a Canadian training company that helps contact centers improve their sales and customer experience results. Prior to this, he was the manager for continuous learning at Telus and was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021”. With over twenty years of experience, he’s proven himself to be an expert on customer experience and retention.

They discuss why the employee experience is just as important as the customer experience, what it takes to be a seasoned expert in CX retention, and why your irate customers are the moment of truth for your company. They also delve into how to upsell to customers without being annoying, as well as how customer expectations have risen in the last few years.


Episode resources:

• Mike Aoki on LinkedIn
• Reflective Keynotes
• ICMI.com

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In this episode, Todd is joined by Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, a global customer experience (CX) consultancy focused on helping organizations achieve their goals through implementing personalized customer experience strategies. She is also a CX consultant at EvaluAgent, Fujitsu, and JT Group Limited and has a phenomenal understanding of behavioral psychology!

They discuss how to bridge the gap between customers and employees; what it means to be a ‘comfortable disruptor of the status quo’; the current 2023 trajectory of CX; and how the study of psychology can really benefit your customer experience skill set. Not only that, but they also delve into why priorities in business are the biggest barriers to customer experience.


Episode resources:

• Katie Stabler on LinkedIn
• CULTIVATE Website

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Humans of CX is handcrafted by our friends over at: fame.so

In this episode, Todd is joined by Alex Farmer, Chief Customer Officer at Nezasa, an industry-leading software provider to travel brands for automated trip planning and optimization. With more than seven years of experience in customer service and satisfaction, Alex is still looking for ways to improve and optimize customer success in business.  

They discuss the obviousness of "customer success excellence" and why businesses aren’t prioritizing it as much as they should. Alex also discusses the striking similarities between customer success and customer experience; the consequences of not focusing on customer success; how to be the hero for your customers; and the importance of having an industry mentor. He also delves into how businesses can make it easier for consultants in CS to do their jobs. 

Episode resources

• Todd Vecca on LinkedIn
• Humans of CX website 

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Humans of CX is handcrafted by our friends over at: fame.so

Ronnell, author of Shut The Hell Up And Sell, joins Todd to discuss the importance of creating meaningful experiences for partners in sales. Ronnell has been in the sales industry for 21 years, and now endeavors to help companies amplify their brands through his business and bourbon platform. 
In this episode, Ronnell discusses the importance of customer experience in sales (particularly for startups and growing companies), as well as some key pointers for building a customer-centric culture from the ground up. They also discuss Ronnell's free course, Advanced Sales Tactics, which is targeted at sellers looking to take their sales production to the next level. They also give the audience some useful tips regarding the use of organic marketing as a tool to improve the customer experience. 
Ronnell's upcoming book, Shut The Hell Up And Sell, is available now! 
Find all of this and more in this episode of Humans of CX.
Episode resources

• Ronnell Richards on LinkedIn
• Business and Bourbon
• Shut the Hell Up and Sell
• Black Voices in Distilling web series

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Dan Gingiss, CEO of the Experience Maker, joins Todd in this episode. Together they talk about optimizing customer experience (CX), misconceptions regarding CX, and the relationship between customer and employee experiences.

Episode resources

• Dan's LinkedIn
• Experience Maker Website
• Humans of CX

If you enjoyed this episode, then please either:

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• Instructions on how to rate and review the show can be found here

Humans of CX is handcrafted by our friends over at: fame.so

Todd is joined in this episode by Joey Coleman, Founder and Chief Experience Composer at Design Symphony, a customer experience branding firm specializing in creating unique, attention-grabbing customer experiences.  His company helps build a remarkable customer experience and figure out ways to deliver that experience consistently. 

They discuss the importance of customer experience in improving organizational morale and the bottom line. They explore the difference between customer service and customer experience, changing customer landscape in a B2B environment, employee engagement strategies, millennial expectations from employers, and how technology can create a more seamless interaction with customers.


Episode resources:

• Joey Coleman on LinkedIn
• Humans of CX

If you enjoyed this episode, then please either:

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• Check out Humans of CX

Humans of CX is handcrafted by our friends over at: fame.so

In this episode, Todd is joined by Jenny Dempsey, Consumer Experience Manager at Apeel Sciences - a company based in Goleta, California who produce Apeel. Apeel is an edible plant-based coating that prevents fruits and vegetables from drying out and decaying, in turn, reducing food waste.  With almost two decades of customer experience, Jenny is the brand's advocate who listens, educates, and builds connections with customers. 

Todd and Jenny discuss the importance of listening to customers and how to incorporate their feedback into a company's overall strategy. They provide valuable industry insights into different feedback methods, feedback funnels, customer service automation across different channels, and the trickle-down effect of treating employees right.Humans of CX is handcrafted by our friends over at: fame.so

In this episode, Todd is joined by Tue Søttrup, Vice President, Customer Excellence at Dixa, a customer service platform based in Copenhagen, Denmark, which now has offices in London, Berlin, Lyon, Chicago, and Melbourne. With over twenty years of experience in customer services, Tue is striving to improve customer experience by optimizing agent happiness. 

They discuss the role agents play in improving the customers' experience and why providing a conducive environment for the agents to work is important. They further elaborate on the importance of agent happiness in customer service and how it can lead to happy customers and a successful organization.


Humans of CX is handcrafted by our friends over at: fame.so