When it comes to consulting in the customer service world, Founder and Principal Analyst at Metric Sherpa Justin Robbins might just be the most passionate—and the most qualified—analyst out there. 

In fact, he’s blazing a better trail in the CX Consulting world.

And, he shares a whole lot of fiery insights and fantastic tips—all while rocking a snazzy bowtie—this week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• Justin’s background & why he founded Metric Sherpa
• Some of the issues of working with “traditional” CX analysts 
• Technology: an incredible enabler when you’re rooted in people and process 
• Justin’s hot take on the term “customer experience” 
• Top tips for nixing the “fluffy” CX and making it super actionable 
• The value of consulting 
• Power in community - specifically CX Accelerator 
• What Justin loves and hates about AI right now 
• A personal experience that wowed our guest 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

What happens when you put two podcast hosts—both passionate about customer experience AND Star Wars—together? Frankly, a pretty fantastic conversation :) 

Rob Dwyer, VP of Customer Engagement at Happitu and Host of the Next In Queue podcast, joins our own James Gilbert to talk top tips around training agents, engaging customers, and rocking your CX. This week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• What Rob has learned while hosting the “Next In Queue” Podcast
• How his career journey led him to CX 
• The “dirty secret” about training contact center agents
• The most broken part of customer service
• Rob’s hot take on AI
• Top tips for CS pros 
• Contact Center to C-Suite: Getting buyin 
• Rockstars, Failed Bands, Star Wars 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

If you’re talking hot topics, AI sits right up there at the top these days - with most people believing *passionately* that it’s the bee's knees. 

But, as it turns out, not everyone thinks it’s the answer when it comes to customer experience. Like Jillianne Estevez, Customer Experience Manager at Last Crumb and our honored guest this week on Spamming Zero. 

What’s Covered? 

• A bit about Jillianne’s background 
• What it takes to get CX buy-in at a small startup 
• The foundation for Jillianne’s argument against AI taking over ALL the things 
• Human and AI collaboration 
• What makes the CX at Last Crumb unique 
• Jillianne’s advice to DTC brands trying to build a strong CX strategy 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Data. Little word, huge possibilities. 

So, it’s surprising that so many orgs are still somewhat stumped as to the best ways to utilize it. Particularly when it comes to CX. 

It’s something that data expert Sami Nuwar has noticed throughout his impressive career, and he shares some fantastic solutions - this week, on Spamming Zero. 

What’s Covered? 

• Some of Sami’s biggest learnings from his time at Medallia
• Top tips to create action with your data 
• Diving deeper into the education factor
• Sami’s hot take around AI
• Personal experience that wowed our data expert 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Community. It’s a word that’s being thrown around in the CX world a lot these days, and for good reason. 

But, real talk: If you’re considering building a community, you better make sure you lay a solid foundation for it. 

If not? Well... is it even worth creating? 

It’s a topic that Mercer Smith, VP of CX Insights and Community at PartnerHero, tackles head on. And, she offers some pretty brilliant advice - this week, on Flip CX’s Spamming Zero Podcast.

What’s Covered? 

• A bit about Mercer’s 2 decades in CX 
• How she built the Wistia community from scratch 
• Mercer’s hot takes on CX right now
• Top Tips for preparing to build a community 
• Intertwining customer experience and community 
• The service recovery paradox
• Liquid Death, hair dye, punk bands
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Trying to understand others' perspectives? Good on you! That's an especially important trait when it comes to building both successful brands and the customer experience so essential to their survival. 

We got to sit down for a chat with a CMO and a VC—two of the best in the biz—and it's a conversation we can’t wait to share.

Magnolia Bakery CMO Eddie Revis, and RSE Ventures CIO Uday Ahuja join us - this week, on Flip CX’s Spamming Zero.

What’s Covered? 

• A bit of background on both
• From an Investment perspective: How eComm orgs should think about brand
• Uday’s Blueprint for Success, for D2C brands 
• Keeping a fundamental focus on the customer 
• Measuring brand equity 
• Eddie’s best advice for other D2C brands 
• The operational side of CX
• For service providers: avoiding the “Black Box Solution” 
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Change can be challenging. But—seeing as how it’s one of the true constants—maybe it’s time more of today’s customer service leaders shift their mindset to one that can serve them (and everyone around them) better. 

Salina Ferrow, Founder of Contribution Consulting, makes a solid case for doing precisely that. 

And she offers top tips on how to get started. This week, on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• A bit of background on Salina’s 30+ years in customer service
• Defining this new mindset and why it’s necessary to adopt it
• Top tips for making the shift happen in your org 
• The rising generation + today’s preferred channels 
• Having a vision AND clearly communicating that vision across functions 
• Contact Centers = Data (much of which is currently underutilized) 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

If you haven’t met Jess Cervellon, do yourself a favor and make it happen. 

Her official title is Head of CX at Feastables, but Jess is also co-host & co-creator of the Oopsie Podcast, co-founder of a design studio, and a CX consultant. Essentially, she operates on, in her words, “complete psychopath mode at all times.” 

Hey - if psychopath mode is what works for her, sign us up!  

Jess sat down with our own James Gilbert to share why she believes Customer Experience is much, much more than just support - along with a handful of other fantastic hot takes. And you won’t want to miss them. 

This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Jess, in a nutshell
• The massive importance of brand experience 
• A focus on—you guessed it—community 
• Biggest challenges in developing super strong CX
• Embracing AI and automation
• The need to iterate, pretty constantly 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

We’re big fans of a fresh perspective - especially when it comes to CX. And, our chat with this week’s guest threw open the windows and got some nice, cool insights circulating up in here. 

Alex Mead is an Executive Leader of Global Customer Service Experience, and brings with him a boatload of incredible know-how. 

He sat down with our own James Gilbert to discuss all things Customer Service Experience (don’t you dare just call it CX), and served up some fantastic food for thought. This week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• Re Chat GPT and AI: slow down
• Alex’s “EPIC” and “TIME” Frameworks for success
• Placing a focus on contextual 
• Golden moments: what they really are and how to achieve them 
• Top tips for AI vendors 
• The value of a partner ecosystem 
• A new way to look at channels 
• CX versus Customer Service Experience 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Ya’ know how, every now and then, you just click with someone out there in LinkedIn land? That’s how we came to meet this week’s awesome guest, Hosam Hassan. 

As a Customer Support Operations Expert and Product Marketing Manager at Ultimate, Hosam brought stellar insights to the conversation, and it felt like an old friend giving us the inside scoop. 

Naturally, we’re bringing that straight to you. On Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Looking ahead: Hosam’s predictions for customer support teams 
• How the new wave of AI tech is making its mark in the CS space
• Revisiting “nice to have”s versus “must have”s in today’s economy 
• Your customers’ true channels of choice 
• Hosam’s take on CS as a feature to your product - not a department 
• What it really means to be community led 
• Products & Revenue: trends and patterns Hosam has seen
• CX & retention as a primary business focus 
• Utilizing the insights that come out of CS 
• Choosing your tools wisely   
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.