Questions for now - Compelling perspectives on digital CX

Are you ready to roll out Bots? Should you be considering video chat as a channel? How can CX leads do more for customers with less budget? Influential industry analyst Peter Ryan gives his expert analysis on these key topics, and a lot more.  

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Brian Boroff left Apple to build the customer experience operations of Asana – a fast-growing SaaS company with a product that helps teams work more effectively. In this interview, he talks about the central role of CS in SaaS, how to build highly effective user profiles, the curse of ‘tool fatigue’, and what’s next for CX.

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Rapid response time is the holy grail of Customer Experience. Not only do customers have a higher opinion of companies that respond to them quickly, they also spend more money with them. In this episode, Morgan Wood of GoFundMe describes that company's 5-minute response time policy, and the training and ergonomics required to achieve it.    

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Spotify has two hundred million customers - and counting. The company's Head of CS has developed a strategy that he claims keeps 99% of them happy. In this episode, he explains how. 

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John Moses is one of the true visionaries of Customer Experience. John is Head of Customer Support at Nest Labs, the market leader in home automation. In this episode he talks about: How joining Nest felt like being let out of a cage Why he encourages his agents to rip up the script and have human conversations  How failing to invest in CS may save you ten cent but will cost you a dollar Why Steve Jobs had the wrong attitude to Customer Support Which tech companies he rates highly for their CX strategy What CX professionals need to be doing right now to prepare for the future.  John speaks with incredible passion and insight. If you've got customers, you've got to hear this interview. 

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