#5 Adrian Swinscoe: Break The Cycle of Poor CX With This Framework!

Introducing Experts of Experience: This is Experts of Experience, your new go-to podcast to learn about customer experience, customer success, and the technology that powers some of the biggest and best businesses in the world. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience will be your one-stop-shop for ideas, innovation, and inspiration to level up your CX. by Experts of Experience

1 min listen

#5 Adrian Swinscoe: Break The Cycle of Poor CX With This Framework!: Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods. Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today’s competitive market. Adrian’s approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences. Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian’s expertise and unique perspective are a must-listen for anyone looking to eleva by Experts of Experience

47 min listen

#4 Adam Vasallo: Redefining Customer Experience With Technology: Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact. In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal by Experts of Experience

39 min listen

#1 Brandon Kirk: The Secret To Mastering Customer Experience in Your Business: Join us as we dive into the world of data-driven results and customer experience with Brandon Kirk of Rogers Sports & Media. This episode explores how data shapes advertising and in turn enhances the customer experience. In this episode, Lauren sits down with Brandon Kirk, Vice President of Client Solutions at Rogers Sports & Media. Brandon is a sales executive with over 15 years of experience in companies such as CanWest, Time Inc., and Sports Illustrated. We kick things off by stressing on the importance of time and data in determining business results. We discuss Rogers Sports and Media’s move to content-rich partnerships to improve customer experience. We discover how Rogers leverages a large volume of data, from wireless data to set-top boxes, crafting unique advertising segments that hit right on target. The conversation flows into customer experience. Brandon breaks down the media landscape and the by Experts of Experience

35 min listen

#2 Matt Dixon: Master Customer Experience with The Challenger Sale Approach: How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience. by Experts of Experience

45 min listen

#3 Nigel Piper: Rethinking Customer Support with Xero’s Nigel Piper: Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems. Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide. In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and employee satisfaction. He divulges the innovative use of technology like machine learning, personalized video support, and system integration at Xero that empowers both the customer and the support team. Learn how Xero’s leadership balances the growth of their team with technological solutions, their shift from reactive to proactive customer engagement, and the exciting potential of Generative AI in revolutionizing customer servi by Experts of Experience

30 min listen

#10 Grant Riewe: Leading CX Transformation in Mental Healthcare: Discover how technology is transforming the field of mental health and crisis response. by Experts of Experience

32 min listen

#12 Riley Thomas: How Does Tech Transform The Real Estate Experience?: Explore the nexus of customer experience, success, and technology in the construction real estate finance sectors in this episode of the Experts of Experience podcast. by Experts of Experience

43 min listen

#6 Jan Young: Why is Customer Success Crucial in SaaS?: Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies. In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market. Jan discusses the multifaceted nature of customer success, the importance of strategic advice post-sale, and the critical role of customer success managers. Learn about the exciting intersection of AI and customer success, and how emerging technologies are reshaping the way businesses interact with and understand their customers. Tune in for a comprehensive look at the latest trends and strategies in customer success, and how you can apply these lessons to drive your business forwa by Experts of Experience

47 min listen

#7 Adam Toporek: Key Strategies for Enhancing Customer Experience in Any Business: Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience. In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success. Adam, with his deep entrepreneurial background, also touches on the evolving role of AI in customer experience and shares practical tips from his book 'Be Your Customer's Hero'. Tune in for an episode filled with actionable advice and transformative ideas, perfect for any business looking to improve their customer engagement. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. by Experts of Experience

41 min listen

#11 Elizabeth Maughon: The Future of Customer Experience in Ad Tech: Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success. by Experts of Experience

37 min listen

#13 Ian Wishingrad: A Masterclass in Branding & Customer Experience: Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal. In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach. by Experts of Experience

37 min listen

#8 Sam Wegman: The Secret to B2B Customer Experience Success: Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry. by Experts of Experience

44 min listen

#19 The Ultimate Guide to Ecommerce CX: In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support. by Experts of Experience

45 min listen

#14 Chris Ho's Secret to The Art of Delegation and Customer Experience: Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena. In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success. by Experts of Experience

48 min listen

#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach: How does enhancing the employee experience revolutionize customer service? Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service. by Experts of Experience

35 min listen

#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies: Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience. Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. by Experts of Experience

53 min listen

#20 Insights on Prioritizing Customer Experience for Sustainable Growth: On this episode, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and the role of fun in the workplace. by Experts of Experience

44 min listen

#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk: Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addictive and engaging experience for Duolingo users. by Experts of Experience

51 min listen

#22 Advice for Harmonizing Business-Customer Relationships: In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and understanding their needs and preferences. Dan also highlights the value of utilizing first-party and zero-party data to enhance customer insights. He shares his approach to staying informed on the changing technology landscape and provides an example of an impressive brand experience with Lomi. The conversation concludes with the advice for customer experience leaders to strike the right balance in the value exchange between businesses and customers. by Experts of Experience

40 min listen

#21 Accessibility in Focus: Fable's CEO Talks Design and Impact: On this episode, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of building inclusive products. They also explore the role of design in accessibility and the impact of inclusive design on user experience. Plus, Alwar emphasizes the competitive advantage of accessibility and the importance of serving the largest untapped consumer segment in the world - people with disabilities. by Experts of Experience

42 min listen

#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication: Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication. by Experts of Experience

49 min listen

#27 New Report Reveals Trends and Challenges for the Industry: On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, and the use of AI and data and why it’s crucial in meeting customer expectations and improving customer experience. by Experts of Experience

46 min listen

#24 Customer Experience Resurgence: The MoviePass Story: On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer experience. She shares insights on creating a knowledge base and simplifying information for customers, as well as the significance of customer journey mapping. Plus, she and Lauren dive deep into various aspects of customer experience and how to effectively address customer needs while also looking after your CX team. by Experts of Experience

46 min listen

#26 Secrets to Great Service at Quick-Service Restaurants: On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service. by Experts of Experience

44 min listen

#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement: On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic, discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, and the significance of building trust with customers. by Experts of Experience

42 min listen

#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences: On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindsets and focus on. Danny shares how Breeze Airways is working to improve the airport experience and reduce stress for travelers. He also highlights the importance of partnerships and the impact they have on the overall guest experience. Plus, Danny discusses the role of leadership in guiding the team and fostering an empowerment mindset. by Experts of Experience

42 min listen

#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology: On this episode, Eric Wood, Vice President of Product Experience at Rivian, discusses the future of EVs and software-defined vehicles, emphasizing the need for seamless integration and personalized experiences. He also digs into the importance of collaboration and empathy in design and he highlights the significance of customer-centric leadership and building brands that deliver on promises. by Experts of Experience

34 min listen

#30 What Are The Biggest CX Mistakes and How To Avoid Them: On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance of building an authentic view of the product from the beginning. Anita also highlights the cost of not focusing on churn and the need to uncover hidden revenue opportunities. She discusses the limitations of NPS as a metric for measuring customer satisfaction and suggests alternative approaches. by Experts of Experience

51 min listen

#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO: On this episode, Jill Thomas, the Chief Marketing and Customer Experience Officer for the PGA TOUR Superstore, discusses the importance of understanding the customer and creating personalized experiences. She highlights the impact of technology on customer perceptions and the need for businesses to adapt. Jill also shares insights into the in-store and online experiences at PGA TOUR Superstore, emphasizing the focus on customer service and creating an inclusive environment for all golfers. by Experts of Experience

44 min listen

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#5 Adrian Swinscoe: Break The Cycle of Poor CX With This Framework!

#5 Adrian Swinscoe: Break The Cycle of Poor CX With This Framework!

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