The CX Innovation Playbook

On this episode of the CX Innovation Playbook, FPS CEO Amit Basak sits down with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, to discuss building a world-class customer experience, cultivating a positive workplace, and achieving success as a young professional. Drawing on her experience at Microsoft, SAP, and Amazon, Mika describes how true innovation requires breaking down organizational silos and eliminating "zero-sum games" to create a company-wide obsession with the customer outcomes. They also cover tactical approaches for creating a positive culture at work, why integrity is a superpower, and the value of uncomplicated tech.

Amit Basak, CEO of Full Potential Solutions, talks to Emre Tekoglu, VP of CX of Zywave, about why customer retention is more important than cost of support, how to tie support metrics to business outcomes, how support agents can positively impact the sales of a company as trusted advisors to their customers, and more.

In this episode of The CX Innovation Playbook, Amit Basak speaks with Jaakko Jutila, VP of CX at Basware, about building customer intimacy in complex B2B environments. They discuss how to simplify support workflows without losing empathy, how Basware uses AI to boost internal efficiency and identify friction early, and why empowering frontline managers is key to sustainable CX leadership.

Amit Basak, CEO of Full Potential Solutions, talks to Amber Monroe, SVP of CX at Paradigm Senior Services, about leveraging AI to make their customer journey friendlier, keeping the human touch even as the company scaled, remembering to diversify while scaling, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Travis Hill, Vice President of Customer Experience at Altify, about how customer success is undervalued as far as incremental revenue growth, how he would scale an organization from 10 million to 500 million, why you should have a personalized platform for managing big enterprise accounts, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Lee Kemp, VP of CX at Veritiv, about why some organizations are focusing on the wrong parts of customer journey mapping, how to monetize CX the right way, why CX is easy and leadership is hard, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Emily Ebersole, former VP of CX at Zapier and Cvent, about how she scaled Zapier's CX operations, how to leverage AI both externally and internally, how to encourage leadership to take full advantage of AI, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Laurent Pierre Jr, SVP of Global Customer Support at Precisely, about monetizing support in a way that retains and delights customers, why LTV of the customer is the most important metric of all, integrating your support team into the rest of the org, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Kavitha Mariappan, EVP of CX and Transformation at Zscaler, about purposeful tech, the best ways to adopt AI across an organization, using AI to determine root causes of customer issues, and more.

Amit talks to Kathleen McNair, CEO of North America at COPC, about fixing customer friction in your systems rather than with individuals, designing journey-based tech for CX, how to leverage GenAI for maximum customer satisfaction, and more.