(Previously recorded as Voxpro - powered by TELUS International) The best customer experience is as much about success as support – helping customers to find success by enabling them to get the most out of what they have purchased, rather than just helping them fix it when it breaks. ‘Successful’ customers stay longer, spend more, and refer your brand widely. In this episode, Deserie Dulaney, VP of Client Success at Indeed.com, joins us to talk about:

• The evolution from customer support to customer success
• Why investing in customer success can help you reduce your levels of support
• What makes a great client success specialist
• Making a case for investment in CX
• Indeed’s presence and investment in Dublin
• Talent acquisition at a time of near-full employment

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(Previously recorded as Voxpro - powered by TELUS International) In a hyper-connected world, how can the valuable human connection be maintained between brands and customers? &Open is a ‘customer happiness platform’ that helps brands like Airbnb, WeWork and Turo stay connected to users through personalized gifting. In this episode, we are joined by &Open’s co-founder and CEO Jonathan Legge to discuss how his startup is helping major companies win their customer’s hearts through the age-old practice of giving and why real relationships are built on care.

In this interview, Jonathan also talks about:

• The importance of human connection in an hyper-connected world
• How good gifting can reinforce what a brand stands for
• Navigating the legacy left behind by the corporate gifting industry of old
• The power of contextualizing the gifts you send
• Why bringing moments of surprise and delight to the customer journey can be impactful
• Scaling &Open and the challenge of setting the right pace of growth

Visit our website to learn more about TELUS International.

(Previously recorded as Voxpro - powered by TELUS International) How can a company successfully support 150 million customers worldwide? That’s what Alon Mor, Head of Global Customer Solutions at Wix.com, reveals in this episode. One of the world’s leading web development platforms, Wix looks for data in places that many other companies do not in order to enhance the overall customer experience and grow its user base.

In this podcast we talk about this, plus:

• The arduous journey to providing 24/7 support
• Convincing senior stakeholders to invest in CX
• Preparing for significant spikes in traffic
• Instilling brand values in employees
• The concept of ‘survivorship bias’ in customer experience
• How to achieve effortless experience

Visit our website to learn more about TELUS International.