In this episode, Emma chats with Bhumika Arora, founder of Ruffday Services. They explore Bhumika's transition from management consulting to customer success, the dynamic of AI and human touch in CS, and differences in the CS landscape between Canada and the US. Bhumika highlights the importance of mentorship and shares key book recommendations for CS enthusiasts. A must-listen for those in the customer success field!

Resources:

Bhumika Arora's LinkedIn: https://www.linkedin.com/in/arorabhumika/

Wired to Resist: The Brain Science of Why Change Fails and a New Model for Driving Succes by Britt Andreatta

The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch

Coaching Habit: Say Less Ask More & Change the Way You Lead Forever By Michael Bungay Stanier 

Bob Mathers is a CX/CS coach and consultant who has worked with over 400 companies. When Emma asked him what was the most important lesson, this was what he said. In today's digital age, where chance water cooler conversations are becoming rare, truly connecting with people has never been more essential.

Join Emma Lo and Bob Mathers as they delve into the intricacies of customer success. From startups' common pitfalls to the contrasting approaches between the US and Canadian markets, they uncover valuable insights.

The episode doesn't shy away from the evolving role of AI, but with a reminder: while tech advances, the human connection remains paramount.

Tune in for a blend of tech trends and timeless customer success wisdom.

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Bob Mathers is a CX Coach & ConsultantCX from BMCX Consulting Inc.