Last month, we shared an episode hosted by our friend Jack Lorentzen - the first of what was to be called our “Back To The Customer” podcast series. 

Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing this last episode he recorded, to make sure the powerful words he lived by are heard. 

In this conversation, Jack spoke with Director of CX at Jaxxon Caela Castillo, all about the human interactions you have with your agents and that they—in turn—have with your customers. 

What was covered? 

• Peak season prep + taking a step back to slow down 
• Caela’s role at JAXXON, and how she became the CX leader she is today 
• Finding the perfect balance of BOTH Human Interactions & AI Solutions
• How agents can get more personal - for the better
• Using your best judgment with a customer 
• Talking to your CX agents, so they’re ready to talk to customers 
• Best practices when it comes to performance check-ins 
• The future of JAXXON
• And more 

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

Whenever we can, we jump at the chance to chat with fellow geeks here on Spamming Zero. And this week, we were especially fortunate to sit down with Thomas Laird - CEO of Expivia, Author of "More Advice From A Call Center Geek!", and Host of the Advice From A Call Center Geek Podcast - to talk CX, content, community, brand, and a whole lot more.  

What’s Covered? 

• Tom’s background: a lifetime (for real) in the call center industry 
• Our guest’s take on the evolution of CX & why it matters so much 
• The future of Customer Experience 
• The AI Revolution 
• Surviving the cuts: making sure BPO is still a part of the plan and still a strategy play
• How brands can be innovative in building community, with self-serve in mind 
• Community + what value-led first looks like from a brand perspective
• And more 

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

We love a good chatbot… As long as it is indeed a good chatbot. And boy has there been some evolution in that particular channel! To get the expert scoop here, we sat down for a little chat (pun intended) with Billy Bateman, Co-Founder & self-proclaimed Lead Luchador at Signals (formerly ChatFunnels). 

What’s covered? 

• What specifically has made Chat successful so far
• Billy’s take on how the industry is going to evolve over the next couple of years
• The thought process behind how Signals approached Chat 
• Fine tuning top of funnel pipeline generation for B2B companies
• The role Chat plays in cutting costs 
• Still necessary: making actual humans available  
• In what ways SMS and Chat complement (and butt heads with) each other 
• The power of Brand in your Chat
• And more 

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

It pays to get perspective from the frontlines as business and brands evolve. And, when you can get it from someone who’s lived, thrived, and is still thriving in - say - the D2C world, well you make ‘em sit down for a chat. 

Kate Kane, Director of Customer Success at Hunt A Killer, has had—and continues to have—a spectacular career in CX for D2C. She shares her wisdom - this week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Kate’s awesome contributions to D2C brands over the years 
• What the boom of E-Comm brands was like for Kate and her teams
• How to create true fans with your CX 
• Kate’s take on the current AI revolution 
• Voice automation: where it started, where it’s at, and the possibilities ahead 
• Top achievements Kate is most proud of 
• Advice: keeping things in the CS fun, AND how to best manage in a crisis
• What D2C brands should keep top of mind this year 
• And more 

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

One of the kindest, most genuine CX pros I ever met was Jack Lorentzen. Over the course of a zoom conversation, he could make you feel like an old, valued friend - truly seen and heard. 

Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing the two episodes he filmed for what was going to be called our “Back To The Customer” series. 

In this first episode, Jack spoke with Ben Bradley, Senior Manager of E-commerce at Frances Valentine - all about building a career in CX. Something Jack was passionate about. 

What was covered? 

• Keeping the customer first and foremost in our minds 
• How brand loyalty feeds into creating a career in CX
• Favorite ways to celebrate wins 
• Working with other teams, and making CX’s value known 
• The idea of CX as a “stepping stone” 
• Money where your mouth is: making CX salaries more attractive 
• Defining moments in both of their careers 
• Hiring: what personal attributes are being looked for in CX? 
• And more 

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

Some conversations leave you so inspired, you’ve gotta’ shout it from the rooftops. So here we are - shouting it from this here rooftop! 

We got to chat with Josh Basile, Community Manager at accessiBe, who graciously shared his story and his awesome perspective around how the right tech—particularly in the voice channel—can help orgs elevate accessibility for customers. 

And trust us - you’ll want to hear every word of the episode.  This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Josh’s story: how he came to be an advocate for accessibility 
• Why so many brands are missing the mark (and how to change that)
• Accessibility best practices + Josh’s recommendation for first steps to take
• How to win the most loyal customers in the world (for real)
• The power of voice, and why your org should be utilizing it
• Josh’s best—and worst—experiences dealing with brands online 
• And more 

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

Hell bent on forging the best possible path for your org in 2023? Well then, it’s always a good idea to take a look at where you’ve been. 

And that’s precisely what Spamming Zero hosts Brian Schiff and James Gilbert discuss this week. They talk metrics from the past year, predictions for the year ahead, and a whole lot more - on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Hot findings from top research reports on CX 
• What surveys can and can NOT tell us
• Consumer sentiment today
• The value of ‘crawl, walk, run’ in your CX strategy
• 2022’s economic downturn + how investing in automation can help 
• What customer lifetime value really means (and why it matters so much) 
• Customer service trends to look for in 2023
• Our hosts’ top recommendations to focus on moving forward 
• And more 

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

It’s a fresh new year! No better time to add a little unconventional thinking to your marketing strategy - and no better source for top tips in that department than Nemanja Zivkovic, CEO and Founder of Funky Marketing.

He sat down with Brian Schiff and James Gilbert to share what going funky has done for his career and what it can do for all you orgs out there - this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Why Nemanja decided to lean all the way into funky marketing 
• The trap of doing things the way they’ve always been done 
• Unique ideas Nemanja has brought to the table + results seen
• Keeping things simple & repurposing content 
• The value-add-first approach 
• Data + Creativity = killer combo 
• Nemanja’s thoughts around automation in marketing
• And more

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

Who sits smack dab at the center of your brand’s CX? Easy - the people who actually interact with your customers on a regular basis. So, it goes without saying (‘cept we’re saying it) that learning to build and sustain a profitable support team should be right up on top of every org’s priority list.

Breanna Moreno, VP of CX at True Classic, has made a successful career of doing this very thing. And she shares her wisdom, this week on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Working smarter, not harder 
• Breanna’s 3 Core Pillars
• Peak Season Prep
• How to proactively support your customers AND employees
• Measuring impact
• Primary methods (and points along the journey) that generate revenue 
• The value of digging into reviews 
• Best practices for motivating your CS agents
• The necessity for automation AND available human interaction 
• And more 

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

There’s no lack of chatter out there… a whole lot of noise, channels, information (good and bad). But, here’s the issue: there’s not a whole lot of great LISTENING happening. And what’s more rare is going beyond surveys to find creative ways to listen to your customers. Pretty sure we’re well past time for that to change. 

A good place to start? An honest conversation on the subject. And that’s precisely what we got to have with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Why customer experience matters to Jeremy 
• Top 3 creative ways brands should listen, outside of surveying 
• Upselling trends and how to weave those into workflow
• Peak Season for D2C brands: top tips 
• Empowering customer service agents on the frontlines 
• Speech Analytics and the power of Voice 
• Generational trends 
• And more 

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