(Previously recorded as Voxpro - powered by TELUS International) Jeanne Bliss is one of the world’s leading customer experience visionaries. Having been Chief Customer Officer for companies including Microsoft, Mazda and Land’s End, Jeanne went on to become an architect of the customer experience movement, an author, a keynote speaker, and host of The Chief Customer Officer Human Duct Tape show. Her client list includes names like Zappos, Citrix, Symantec, Adobe, and Yahoo. In this episode, Jeanne describes the evolution and current state of CX, and shares her vision of where the industry is headed.

In this episode Jeanne talks about:

• What customer experience looked like in the 1980s
• The common qualities in people who excel in CX delivery
• Convincing company leaders to invest in quality CX
• Defining customer experience success
• Founding the Customer Experience Professionals Association
• The ways we can keep the heart in CX

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(Previously recorded as Voxpro - powered by TELUS International) Headspace is one of the world’s highest-grossing health and fitness app. Having capitalized on a rapidly growing interest in meditation and mindfulness, the company now has tens of millions of users worldwide. Lupe Gonzalez is VP of Customer Experience for Headspace, responsible for attracting new users in, giving them an experience that delights, and turning them into lifetime customers.

In this episode, Lupe discusses:

• Being part of the Headspace journey
• The company’s goal of helping to enhance people’s lives
• Working with the calming voice of Andy Puddicombe, co-founder of Headspace
• The challenge of delivering a consistent and quality customer experience
• How voice-assist software will shape the Headspace product
• The importance of female leaders in tech and CX

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(Previously recorded as Voxpro - powered by TELUS International) A growing customer base comes with responsibility. Failure to track leads, nurture relationships, and consistently delight customers is bad for business and the overall customer experience. So, when your company hits a certain point, it’s time to get clever about customer relationship management (CRM).

Salesforce, as the world’s leading CRM platform, are masters of customer acquisition and retention. This episode features an interview with Carl Dempsey, VP of Solution Engineering, EMEA at Salesforce.

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(Previously recorded as Voxpro - powered by TELUS International) How important is it to have a ‘customer-first’ mindset? How valuable is it to your company? And how can you go about successfully developing one?

HubSpot has over 40,000 customers in 90 countries and having a genuine ‘customer-first’ approach has been central to its success.

Amanda Whyte is the Senior Manager of Agency Partner and Customer Success at HubSpot. In this episode, Amanda talks about: 

• How to have a ‘customer-first’ mindset
• Why it pays to hire for ‘culture-add’ instead of ‘culture-fit’
• How to hire the right people when your company is growing rapidly
• How to reach people that ‘don’t want to be interrupted’
• Learning from customer churn
• The power of creating useful content for customers
• Why company leaders should work ON the business, not IN the business

Visit our website to learn more about TELUS International.