No Hold Time

Don't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through selfless giving.

That's advice from our latest guest on #NoHoldTime, Kristi Faltorusso, who is the true definition of a customer experience (CX) expert.

As chief customer officer at ClientSuccess, a platform devoted to improving customer experience for other organizations, Kristi is constantly creating better customer experience within her own organization, while also being a thought leader in the CX space.

In this episode, Kristi explains why keeping ideas, tactics, and best practices to yourself actually hurts you in the long run.

Kristi also talks about the state of AI and explains why AI-first organizations will have an advantage over organizations that try to "hack" AI into their products. Other topics include her journey from marketing to customer success, the evolving role of a CCO, how to build a customer success team, and how to empower women in leadership roles.

For more content from Kristi and more resources about the topics discussed in this episode, go to Kristi Faltorusso's LinkedIn page and visit kristifaltorusso.com.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

In this episode of #NoHoldTime, we talk with Gina Gibson, co-founder of OpTech Solutions, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When enterprise-level executives face a CX challenge, Gina vets vendors and identifies the best solution for their business need. Watch/listen to learn about:

Exceptional customer experience is vital for the finance industry.

In this new episode of No Hold Time, we welcome two guests responsible for improving access to the national crisis mental health network.

Grant Riewe and Gordon Rubin, of Vibrant Emotional Health (administrator of the 988 Suicide & Crisis Lifeline), join the podcast to discuss an upcoming improvement to the 988 Suicide & Crisis Lifeline: geolocation. They also share what's on their minds for future enhancements, including improved language support and expansion to more communication channels.

Vibrant, a Mosaicx customer, is responsible for answering millions of calls, texts, and chats from people seeking help. Over the past two years, access to the Lifeline has expanded thanks to the launch of the 3-digit 988 code, support for more communication channels, and the addition of more crisis centers across the United States.

Stacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief experience officer).

While attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host of the Doing CX Right podcast.

As interest in improving customer experience has grown, organizations have looked for out-of-the-box ways to orient their entire company toward this critical goal. That has led more and more businesses to hire a CXO, or chief experience officer.

Let's get this show on the road. Literally. For the first time, No Hold Time is getting out of Omaha. In this episode, Brian and David meet up in San Diego for an event focused on customer service and customer experience.

There was a time when it looked like the companies that offered the lowest price would win. Now, many customers would choose to pay more for a product if it meant they get a better experience, which is allowing startups and mom-and-pop shops to compete with larger, more established brands.

In this episode, Brian, David and Eric talk about the different experiences customers get from startups, small-and-medium businesses and enterprise-level companies. While offering exceptional customer experiences is crucial for all three, differences in resources and expectations mean the experiences may not look the same.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Do you have a good or bad experience to share? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.