(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

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(Previously recorded as Voxpro - powered by TELUS International) When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has learned along the way.

Topics Aisling covers include:

• How to scale your CX operations while staying relevant to each customer
• How AI and machine learning can empower CX agents to deliver even better experiences
• Why every business needs a core mission statement – and how they can create one
• How to find CX delivery partners that will align with your company’s culture
• How to successfully balance strategy and hands-on work in a CX role

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(Previously recorded as Voxpro - powered by TELUS International) If your customer measures (CSAT, NPS, etc.) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level delves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin reveals how this knowledge can start moving those measures in the right direction.

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(Previously recorded as Voxpro - powered by TELUS International) Leadership coach Renn Vara (Co-founder, SNP Communications) helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode, Renn reveals:

• The late-night phone call he had with Brian Chesky that changed everything for Airbnb
• How great entrepreneurs can become great leaders
• Why money is the biggest corrupting factor for successful tech leaders
• The leaders he had to walk away from
• Why the best way to destroy your customer base is to treat your staff badly
• Why we should all learn more about Warren Buffett

Visit our website to learn more about TELUS International.