CX Conversations

Reducing Risk Through Operational Excellence | Michael Popa

23 Feb 2023

Contributed by Lukas

In this episode we talk about improving the customer experience and reducing risk through operational excellence, so we brought on Michael Popa. Compa...

The Power of Identification to Build Employee and Customer Connection | Aaron Painter

16 Feb 2023

Contributed by Lukas

Today we talk about the power of identification to build employee and customer connection, so we brought on Aaron Painter who is the CEO at Nametag. H...

Customer Processes Are Easy to Think about, But Harder to Implement | Ali Ghumman

09 Feb 2023

Contributed by Lukas

In this episode we talk about building customer focused organizational processes with Ali Ghumman who is the Global VP of Customer Engagement and Inno...

Transformation in Customer Service with Crispin Thompson | Align Your Business to This Idea of Experience

02 Feb 2023

Contributed by Lukas

Today we’re going to talk about transformation and how to really focus and align your business to this idea of experience. To do that, we brought on...

How to Relate to Customers in a Way That’s Unique and Scalable | Owen Robinson

08 Dec 2022

Contributed by Lukas

In this episode we’re going to talk about how to relate to customers in a way that’s unique and in a way that’s scalable, so we have Owen Robins...

Improving Your Digital Presence with Good User Experience | Hannah McNaughton

01 Dec 2022

Contributed by Lukas

Today we’re gonna be talking about good customer experience and how that can improve your digital presence, and to do that we brought on Hannah McNa...

Personalization Journey Mapping | Chris Brogan

24 Nov 2022

Contributed by Lukas

Today we have a fun talk track and we’re gonna be talking about personalization journey mapping with a little bit of a functional twist as we dive i...

How to Build a Brand Strategy That Drives Your Customer Experience | Bettina Papirio-Faerber

17 Nov 2022

Contributed by Lukas

Today we’re going to talk about how to build a brand strategy that drives your customer experience and to do that we brought on Bettina Papirio-Faer...

Outsourcing Customer Experience | Rhonda Rohtstein

03 Nov 2022

Contributed by Lukas

We have a special guest with us today, Rhonda Rothstein, who is currently the President of the North East region of the Society of Consumer Affairs Pr...

How to Use Data to Transform Your Customer Journey | Biren Fondekar

27 Oct 2022

Contributed by Lukas

Today we’re discussing something that is becoming even more important today, which is how to use data to transform your customer journey. We can’t...

How One to One Marketing Is Transforming Companies | Chuck Moxley

20 Oct 2022

Contributed by Lukas

Today we’re talking about how one to one marketing is transforming companies. There’s so much interesting dialogue in the market about commerce an...

The Value of Communication with Matt Abrahams | Foundational Principles in All Effective Communication

13 Oct 2022

Contributed by Lukas

Today we brought on a special guest, Matt Abrahams, who has quite the background. Currently he’s lecturing at Stanford University in the graduate sc...

Ruthlessly Prioritizing Your Customer Base with Elizabeth Birch | Becoming Recession Proof

06 Oct 2022

Contributed by Lukas

Today we have the Vice President of Customer Experience at Instapage, Elizabeth Birch. We discuss how you can help your company be more recession proo...

Keys to CX Transformation | Siri Osthed

29 Sep 2022

Contributed by Lukas

Today we’re going to talk about keys for CX Transformation and we brought on a very special guest, Siri Osthed who is currently the VP of New Custom...

Misconceptions on Outsourcing | Isaac Major

22 Sep 2022

Contributed by Lukas

In this episode we brought on Isaac Major who is currently the VP of Customer Solutions at Quantanite. Outsourcing is very useful and an important ste...

All Things Design, UX, CX, and Service Design | Saroni Kundu

15 Sep 2022

Contributed by Lukas

Today we’ve got a fun talk track and we’re gonna be talking about all things design, UX, CX, service design, and to do that we brought on a specia...

Delivering Superior Customer Experience | Jason Guidetti

25 Aug 2022

Contributed by Lukas

We have a great guest today named Jason Guidetti who joins us as the Managing Director at Blueprint. We discuss the concept of delivering superior cus...

Navigating the Idea of The Age of the Individual | Saari Gardner

11 Aug 2022

Contributed by Lukas

We have Saari Gardner joining us today, who is currently the Vice President of Advisory and Managed Services at Walker Information, a company that hel...

Powering CRM Omnichannel Customer Support In the Future | What Companies Can Do to Transition

04 Aug 2022

Contributed by Lukas

Today we’re going to talk about how exactly a CRM will power omnichannel customer support in the future. Companies that are really achieving success...

5 Examples of Proactive Support You Can Follow | Staying Ahead of Customer Issues

21 Jul 2022

Contributed by Lukas

Today I’m talking about 5 examples of proactive support you can follow and I wanted to talk through some of the things of modern support and how it ...

87% of Consumers Want to Be Contacted in Their Preferred Channel | Hybrid Customer Experience

14 Jul 2022

Contributed by Lukas

Today we’re talking about how consumers want to be contacted, which sounds like something we all know, but that’s not always the case. In this pos...

Benefits of Chatbots in Customer Service | Gabe Larsen

26 May 2022

Contributed by Lukas

In this episode I talk about why chatbots are so important and how your business can gain from this useful service. The chatbot, or virtual agent, wil...

How to Manage Effective Journey Mapping | Jochem Van Der Veer

28 Apr 2022

Contributed by Lukas

Today we’re talking about mapping to management and I always like talking about journey mapping, but this has a slightly different twist and to do t...

Tune Up Your Relationship with Your Customers | Gabe Larsen

21 Apr 2022

Contributed by Lukas

Something that we all want and could all use is the knowledge and ability to turn the customer into an ambassador of your brand. I’m taking here fro...

Consumers Love Live Chat, But Businesses Aren't Adopting It. Here's Why | Gabe Larson

14 Apr 2022

Contributed by Lukas

One of the biggest shifts over the last few years has been to live chat because of the digital first mindset. Live chat allows consumers to get their ...

The Future of CX Research | What’s to Come in Customer Experience

24 Mar 2022

Contributed by Lukas

Today we are talking about some research we did about the future of customer experience. We regularly go out and survey professionals and consumers to...

Digital Transformation and Winning Customers | Howard Tiersky

17 Mar 2022

Contributed by Lukas

Today we’ve got a great guest who’s got a book out there called Winning Digital Customers: The Antidote to Irrelevance, which has been highlighted...

Why Customer Service Efficiency Is More Important than Ever | Gabe Larsen

10 Mar 2022

Contributed by Lukas

Even during the best of times businesses have to strive to be more efficient and there are always things to improve upon, customers to service, and pr...

5 Tips for CX Leaders to Combat Burnout & Enable Happy Agents | Gabe Larsen

03 Mar 2022

Contributed by Lukas

Support agents are often on the front lines for businesses. Dealing with frustrated customers while working through repetitive tasks can be daunting. ...

Understanding Search Results and Consumers | Jay Hinman

24 Feb 2022

Contributed by Lukas

Today we talk to Jay Hinman, the Vice President of Marketing at Lily AI, the customer intent platform built to power the present and future of e-comme...

Customer Neglect Is a Much Bigger Issue Than You Realize | Daniel Rodriguez

17 Feb 2022

Contributed by Lukas

In this episode we discuss the issue of customer neglect with Daniel Rodriguez, the Chief Marketing Officer at Simplr. He just co-authored a book call...

The Business Value of Customer Experience | Christopher Stark

10 Feb 2022

Contributed by Lukas

Today we have the pleasure of speaking with Christopher Stark, the VP of Customer Experience & Business Value at Khoros. He worked at Nike for 5 years...

Transforming CX Through Operations | Elizabeth Dominicci

03 Feb 2022

Contributed by Lukas

We had the pleasure of speaking with Elizabeth Dominicci, the Vice President of Customer Experience Operations at TriNet. Her background in industrial...

Engineering Customer Success | Joshua Moskovitz

27 Jan 2022

Contributed by Lukas

Today we’re talking about engineering customer success by diving into using data to drive success initiatives in your business. We brought on Joshua...

From Impressed to Obsessed | Jon Picoult

20 Jan 2022

Contributed by Lukas

Our guest today, Jon Picoult, the founder of Watermark Consulting, helps companies impress their customers. He’s a leading expert in customer-employ...

Putting the Customer at the Center of the FinServ Universe | Matt Chabrier and Aziz Razakov

13 Jan 2022

Contributed by Lukas

Today we share audio from the Kustomer Now conference hosted by Matt Chabrier, Regional Sales Director at Kustomer, and he speaks with Aziz Razakov, A...

Understanding CX Transformation | Erika Putinsky

06 Jan 2022

Contributed by Lukas

Today we have the privilege of speaking about CX transformation with Erika Putinsky, the Vice President of Customer Education at Mailchimp. She shares...

Create a Rockstar Customer Experience | James Dodkins

16 Dec 2021

Contributed by Lukas

Today we revisit a previous episode of Kustomer when we talked with James Dodkins, known as the Rockstar Customer Experience Expert. Before becoming a...

Putting People Above Process | Jeanne Bliss

09 Dec 2021

Contributed by Lukas

Revisiting one of our previous episodes, we talk with Jeanne Bliss, founder and CEO of Customer Bliss. We talked about her book that explains her phil...

Marketing and the Customer Experience | Dan Gingiss

02 Dec 2021

Contributed by Lukas

We are revisiting one of our favorite episodes today with Dan Gingiss. Dan has worked for 4 Fortune 300 companies: McDonald’s, Discover, and Cubana ...

Avoid This Customer Service Mistake | Matt Dixon

25 Nov 2021

Contributed by Lukas

Today we’re revisiting one of our previous episodes with Matt Dixon. We talk with Matt Dixon from Tethr about some of the latest and greatest trends...

Transforming the Customer Experience One Person at a Time | Randall King

18 Nov 2021

Contributed by Lukas

In this episode we have Randall King, the President of Commercial Solutions at Conduent. As the Group President of Customer Experience Management, Ran...

Start from the Top to Create a Customer Mindset | Gabe Larson Solo Round

11 Nov 2021

Contributed by Lukas

We know the customer experience is important because without happy customers, our businesses will fail and our customers won’t be happy, but what tr...

The Driver, Dreamer, and Doer Strategy | Jarvis Harris

04 Nov 2021

Contributed by Lukas

In today’s episode, we have Jarvis Harris, the Vice President of Global Customer Success at Visier, joining us. Visier is a cloud-based analytics ap...

The Power of Service | Gordana Warga and Chad Horenfeldt

28 Oct 2021

Contributed by Lukas

We wanted to chat with two special guests, Gordana Warga, the Director of Global Support at Kustomer, and Chad Horenfeldt, customer service and custom...

Optimizing Customer Service and Marketing | Phil Irvine

21 Oct 2021

Contributed by Lukas

We have a special guest today, Phil Irvine, the Vice President, Audience Intelligence at RPA. We’re going to be talking about how customer interacti...

The Power of Lifecycle Management to Drive the Customer Experience | Danilo Pozo

14 Oct 2021

Contributed by Lukas

Today we have special guest Danilo Pozo, the Vice President of Customer Experience for Latin America at Cisco, to discuss lifecycle management and mak...

Break Through the CX Noise | Ruth Zive

07 Oct 2021

Contributed by Lukas

We have with us today the Senior Vice President of Marketing over at Ada, Ruth Zive, to talk about having better brand interactions. Back when ATMs we...

The Future of CX Is AI | With Dan Watkins and Rose Wang

30 Sep 2021

Contributed by Lukas

In this episode we are discussing the future of CX and artificial intelligence with Dan Watkins, President of Forethought and Rose Wang, Head of Custo...

Customer Experience Transformation | Kenny Middlebrooks

23 Sep 2021

Contributed by Lukas

Today we are talking with Kenny Middlebrooks, the Director of Customer Service at Mckesson. We discuss how Kenny has been able to handle customer expe...

Handling Quick Growth | Evan Hopkins

16 Sep 2021

Contributed by Lukas

In this episode we have a special guest, Evan Hopkins, who is the VP of Global Sales and Customer Operations at Outdoorsy. Outdoorsy is the most trust...

Should CX Pros Forget About the Numbers and Focus on Behavior? | Scoreless QA with Justin Robbins

09 Sep 2021

Contributed by Lukas

Today I met with the Chief Evangelist at CX Effect, Justin Robbins, and we discussed whether the professionals in CX should focus on behavior as oppos...

Creating the Right Environment with the Right People | With Michael Fiato

02 Sep 2021

Contributed by Lukas

In this episode we will be talking about how to delight your guests, spark your culture, and just ignite everything around you and to do that we have ...

Bringing Departments Together in Harmony | Gabe Larson

26 Aug 2021

Contributed by Lukas

Today it’s just Gabe sharing an interesting experience he had this past week through which he learned some useful lessons. Sometimes leaders can go ...

CX Imperatives | Wendi Sturgis

19 Aug 2021

Contributed by Lukas

In this episode we meet with Wendi Sturgis who has been in the New York scene for the last 25 years. She used to be the Chief Customer Officer before ...

The Expedia Roadmap with Shannon Martin | Improve Customer, Employee, and Company Results

12 Aug 2021

Contributed by Lukas

In this episode we talk about the 90 day roadmap to customer excellence with Shannon Martin, the Senior Director, Travel Partners Group PMO at Expedia...

Tomorrow’s Customer Experience Starts Here | Brad Birnbaum

05 Aug 2021

Contributed by Lukas

Today we talk to Brad Birnbaum, the CEO here at Kustomer, and we talk about the future of customer experience and the effects we have felt from the bi...

Igniting Social Commerce with Omnichannel CX | With Pam O’Neal

29 Jul 2021

Contributed by Lukas

Today I have with me Pam O’Neal, the Senior Marketing Director here at Kustomer, and we’re talking about the importance of social commerce, which ...

3 Key Strategies to Achieving High Growth with High Customer Satisfaction | With Sophie Vu

22 Jul 2021

Contributed by Lukas

Today I meet with Vikas and Sophie Vu, Chief Marketing Officer at Unbabel, and we discuss how you can achieve high growth and customer satisfaction in...

How Great Companies Master Modern Customer Experiences | Drew Chamberlain

15 Jul 2021

Contributed by Lukas

In this episode we’re going to talk about how great companies master modern customer experiences, and to do that we brought on the Director of Opera...

Secrets to Practical AI in the Contact Center | with Darryl Addington

08 Jul 2021

Contributed by Lukas

Today we’re talking with Vikas and Darryl Addington, the Director of Product Marketing at Five9, and he shares with us some of his own secrets about...

The Power of Wait Time in Driving the Customer Experience | With Tom Reiger

01 Jul 2021

Contributed by Lukas

Today we’re going to be talking about the power of wait time in driving the customer experience, and to do that we have Tom Reiger, the President of...

What's Wrong With Customer Service? | Gabe Larsen and Vikas Bhambri

24 Jun 2021

Contributed by Lukas

Today it’s just Vikas and Gabe talking about the issues faced the most in the CX industry and solutions for dealing with them. We discuss how compan...

How to Drive Business Value with Your CX Team | Laurent Pierre Jr

17 Jun 2021

Contributed by Lukas

In this episode we’re going to be talking about CX transformation and driving business value with your CX team, and to do that we brought on Laurent...

How Companies Are Evolving in the Mobile Age | Vasili Triant

10 Jun 2021

Contributed by Lukas

Today we meet with Chief Operating Officer at UJET, Vasili Triant, and we talk about how companies have been adapting to the age of the mobile phone. ...

Switching CX Gears with Zwift | Eric Chon

03 Jun 2021

Contributed by Lukas

Eric Chon is the Community Support Manager at Zwift, an online competitive cycling app for people who want to exercise and have fun while remaining in...

The Future is Ticket Free | Brad Birnbaum

27 May 2021

Contributed by Lukas

In this episode we talk with CEO and Founder at Kustomer, Brad Birnbaum. We’re gonna be talking about this idea of a ticket free future. We discuss ...

Removing Language Barriers to Enhance the Customer Experience | Edmund Ovington

20 May 2021

Contributed by Lukas

Today we’re going to be talking about language resilience in this expansion of key superpowers, and to do that we have Edmund Ovington, the VP of Gl...

How to Grow & Manage a Global CX Team | Michael Windsor

13 May 2021

Contributed by Lukas

In this episode we’re going to be talking about why and how to manage a global CX team. To do that we have two special guests with us: Michael Winds...

Is Video the Future of Customer Service? | Wade Radcliffe

10 May 2021

Contributed by Lukas

Today we’re talking about the importance of visual context in customer service and to do that we brought on Vikas Bhambri and Wade Radcliffe, who wa...

The Secret to Better Customer Support | Steve Richard

29 Apr 2021

Contributed by Lukas

On Today’s episode we have Steve Richard, the Chief Evangelist and Co-founder of Execvision, to discuss the importance of call recordings and why th...

If Your Prospects Want to Buy from You, Let Them! | With Kyle Coleman

22 Apr 2021

Contributed by Lukas

In this episode we have Vikas Bhambri and Kyle Coleman, the VP of Growth and Enablement at Clari, a company that transforms revenue operations to be m...

What 1,000,000 Customer Service Calls Tells Us | With Matt Dixon & Vikas Bhambri

15 Apr 2021

Contributed by Lukas

Today we’re going to talk about customer service research and what more than one million phone calls tells us what you’re supposed to be doing to ...

Why You Must Drive the Customer Experience with the Employee Experience | Stacy Sherman & Vikas Bhambri

08 Apr 2021

Contributed by Lukas

In this episode we speak with the Director of Customer Experience and Employee Engagement at Schindler Elevator Corporation, Stacy Sherman, and Vikas ...

A Design Thinking Approach to CX | Kris Featheringham

01 Apr 2021

Contributed by Lukas

In this episode we talk with the Director of Multifamily CX, UX, and Human-Centered Design at Freddie Mac, Kris Featheringham. He emphasizes on the im...

Customer Success on a Global Scale | Balaji Gadicharla

25 Mar 2021

Contributed by Lukas

Today we’re going to be talking about customer success and how to do that on a global scale and to do that we brought on Balaji Gadicharla, who is c...

Operational Excellence | Sami Nuwar

18 Mar 2021

Contributed by Lukas

In this episode we speak with Sami Nuwar, the Senior Principal Consultant at Medallia, which is a customer experience management platform that helps y...

What Data Says About the Future of the CX | Josh Neckes

16 Mar 2021

Contributed by Lukas

Today Vikas Bhambri, Head of Sales and CX at Kustomer, and Josh Neckes, currently the co-founder and president at Simon Data, are joining us to dive i...

Build and Scale a CX Program | Matt Lombardi

11 Mar 2021

Contributed by Lukas

Today we are going to talk about how to build and scale a CX program even during a pandemic, and to do that we have joining us the Head of Customer Ex...

Design Thinking 101 | The Secret Recipe to Great Innovation with Nitya Pannala

09 Mar 2021

Contributed by Lukas

In this episode we talk with the User Experience Architect at Pitney Bowes, Nitya Pannala. We discuss this idea of design thinking, which is a mindset...

How to Create a More Human Experience in Customer Support | Amanda Chavez

04 Mar 2021

Contributed by Lukas

Today we’re going to be talking about human centered customer experiences and we’ll be doing this with the Director of customer experience from Nu...

The Future of CX is NOW | Five CX Milestones that Will Define the Next Decade

02 Mar 2021

Contributed by Lukas

I have with me today Vikas Bhambri and the Director and Distinguished Principal Analyst at XM Institute, Luke Williams, who is the most senior CX and ...

Best Practices of Employee and Customer Engagement | Suzzanna Rowold

25 Feb 2021

Contributed by Lukas

Today we discuss employee and customer engagement and the best way to do that is with Senior Director of Employee & Customer Experience at Centene Cor...

How to Optimize Your Remote Workforce | Gordon Schleffer

23 Feb 2021

Contributed by Lukas

In this episode we are discussing the best ways to set up your remote workforce and with us today we have the VP of customer care at Magellan Health, ...

Secrets to Operationalizing a Transformational Customer Program | John Timmerman

18 Feb 2021

Contributed by Lukas

Today we’re gonna be talking about operations and how that really plays into the role of helping you transform your customer experience, and with us...

Keys to Enabling Long Term Sustainability in Customer Service | Billie Jo Timm

16 Feb 2021

Contributed by Lukas

In today’s episode we have joining us Customer Experience Expert and Sr. Vice President at Masterbrand Cabinets, Billie Jo Timm, and we’re going t...

The Four Steps To Transforming a CX Organization | Hunter Schoettle

11 Feb 2021

Contributed by Lukas

Today we’re going to be talking about transforming your CX organization. To do that we got with us today the Head of Customer Experience at Patient ...

How to Build a Startup Support Organization | Karen Durenberger

09 Feb 2021

Contributed by Lukas

In this episode, we’re going over how to build support organizations startup-style with Karen Durenberger, VP of Customer Support at Total Expert. S...

The 90 Day Roadmap to Customer Excellence | Shannon Martin

04 Feb 2021

Contributed by Lukas

In this episode we discuss a 90 day roadmap to customer excellence, and to do that we brought on Shannon Martin, the Senior Director, Travel Partners ...

How to Move from a Product Strategy to a Customer-Obsessed Strategy | Erik Vogel

02 Feb 2021

Contributed by Lukas

In this episode we talk with Digital Transformation Leader, Customer Experience Zealot, and Global Vice President at Hewlett Packard Enterprise, Erik ...

How to Drive Customer Experiences in the Post-Covid World | Carrie Lemelin

28 Jan 2021

Contributed by Lukas

Today the CEO and founder of Be ExtraOrdinary Incorporated and CX Transformation Executive Leader, Carrie S. Lemelin, is joining us. The best way to p...

Moving From Reactive to Proactive Customer Support | Eric Bonnette

26 Jan 2021

Contributed by Lukas

In this episode we discuss how to move from reactive to proactive preventative customer support with special guest Eric Bonnette, who is currently the...

Next-Level CX for B2B Companies | Steve Walker and Troy Powell

21 Jan 2021

Contributed by Lukas

Today we will be talking about next level CX for business-to-business companies—the why, the what, the when, and the how with the VP of Strategy and...

Top Customer Service Mistakes| Mike Sasaki

19 Jan 2021

Contributed by Lukas

In today’s episode we discuss the top customer service mistakes with Global Head of Customer Success and Support at Mitek Systems, Mike Sasaki. Mike...

How to Better Understand Your Customer | Ed Porter

14 Jan 2021

Contributed by Lukas

Joining Gabe today we have the Chief Revenue Officer at Blue Chip CRO, Ed Porter. We go over some steps that have helped him in his role to understand...

How to Smash Your NPS | Michael O’Reilly

12 Jan 2021

Contributed by Lukas

In this episode we speak with customer experience expert and Interim CFO at Macpherson’s, Michael O’Reilly. We go over various methods on how to i...

Using Data to Personalize the Customer Experience | Steven Maskell

07 Jan 2021

Contributed by Lukas

Today I am joined by Vice President of Customer Experience at Zones, LLC, Steven Maskell. He states you need to give the customer a reason to share th...

Who Owns the Customer? | Justin Chappell

05 Jan 2021

Contributed by Lukas

In this episode we will be talking about who actually owns the customer and to do that we have with us today the Global Director of Customer Experienc...

Building a Customer Centric Culture | Annette Pedroza

31 Dec 2020

Contributed by Lukas

In today’s episode, we have customer experience expert, Annette Pedroza, who has been in the customer service vocation for 20 years now. She gives 3...

Finding Leaders in CX | David Grissom

29 Dec 2020

Contributed by Lukas

The Global Director of Customer Experience at Taconic Biosciences, David Grissom, joins us in this episode to talk about customer experience. He has 1...