CX Conversations
Activity Overview
Episode publication activity over the past year
Episodes
The Personal Experience Movement | Greg Segall and Sean MacPherson
24 Dec 2020
Contributed by Lukas
Today we are joined by Alyce's CEO, Greg Segall, the Head of Customer Success at Alyce, Sean MacPherson, and Vikas Bhambri, Head of Sales and CX at Ku...
Innovation from Within | Richard Vernon
22 Dec 2020
Contributed by Lukas
Our guest today Richard Vernon is a customer experience extraordinaire. He is here to talk CX. The real question we need to ask ourselves these days i...
The Power of Connection | Sioban Massiah
17 Dec 2020
Contributed by Lukas
In this episode we talk to the Partner Experience Manager at Twitter, Sioban Massiah. She started off working in marketing back in 2008 when the reces...
Tools in Technology | Stacy Sherman
15 Dec 2020
Contributed by Lukas
Today we talk about tools in technology for making the life of customers easier with the head of customer experience and employee engagement for the g...
Calling All Community Builders | Scott Tran, Support Driven
10 Dec 2020
Contributed by Lukas
In this episode we have with us the founder of Support Driven, Scott Tran, and we talk about a new community that’s popping up, how it’s used, and...
Don’t Rush to Delight Your Customer | Chris Warticki
03 Dec 2020
Contributed by Lukas
Joining us today we have Senior Director of Customer Experience at Epicor, Chris Warticki. He has been in the customer service industry for 25 years. ...
Secrets to Optimizing the Customer Experience | Christine Deehring
26 Nov 2020
Contributed by Lukas
In this episode we talk to Christine Deehring, the founder and CEO of Bump Boxes, a company that sells special and useful products for pregnant women....
Happy Team, Happy Customers | Adam Maino
19 Nov 2020
Contributed by Lukas
Joining us today we have the Director of Customer Support at FinancialForce, Adam Maino, and we discuss how to develop a world class customer support ...
Great CX Starts With Happy Agents | Derek Hixon
12 Nov 2020
Contributed by Lukas
In this episode, we talk to Derek Hixon, Director of Customer Support and Implementation at WordStream. He has been working for 15 years in support an...
How CX Teams Are Winning During Challenging Times | Vikas Bhambri, Rob Young, and Jamie Whited
05 Nov 2020
Contributed by Lukas
Joining us today we have Vikas Bhambri, the SVP of sales and CX at Kustomer, Rob Young, the Director of Customer Support at BambooHR, and Jamie Whited...
The Formula for High Performing CX Teams | Matt Freedman
29 Oct 2020
Contributed by Lukas
In this episode we speak with Matt Freedman, brand builder, band strategist, and Enterprise Account Executive at Kustomer. We talk about the me-econom...
Managing Customer Expectations Like a Pro | Mike Miller and Vikas Bhambri
22 Oct 2020
Contributed by Lukas
Today we talk to Mike Miller, the Chief Product and Strategy Officer at Convey, and Vikas Bhambri, the SVP of Sales and CX at Kustomer. We discuss iss...
How to Successfully Manage CX During a Global Pandemic | with Matt Dixon, Brad Birnbaum, and Lauren Pragoff
15 Oct 2020
Contributed by Lukas
In this episode we talk to Brad Birnbaum, co-founder and CEO of Kustomer, Matt Dixon, Chief Product and Research Officer at Tethr, and Lauren Pragoff,...
Empathy-Driven Customer Support | Irene Griffin, FranConnect
08 Oct 2020
Contributed by Lukas
In this episode we talk about an empathy-driven support model with Irene Griffin, the Director of Customer Support at FranConnect. The goal for her te...
Fan-to-Fan Customer Support | Douglas Kramon, ESPN
01 Oct 2020
Contributed by Lukas
Today we talk to Douglas Kramon, Director of Customer Operations and Fan Support at ESPN. In this interesting conversation, Gabe and Douglas discuss h...
The Digital Customer Service Revolution | Paolo Fabrizio
24 Sep 2020
Contributed by Lukas
Today we talk about digital customer service with author, speaker, and customer service expert Paolo Fabrizio. Paolo helps clients integrate digital c...
Employees: Your Most Loyal Customers | Vipula Gandhi, Gallup
17 Sep 2020
Contributed by Lukas
In this episode, we discuss the importance of treating your employees like customers to drive customer loyalty. We have with us Vipula Gandhi, Managin...
Providing a Golden Experience | Jason Henne
10 Sep 2020
Contributed by Lukas
In this episode, we talk about how to really drive customer experience for high-end brands. We are joined by Jason Henne, Director of Customer Aervice...
Learning to Adapt in an Ever Changing Market | Nate Brown
03 Sep 2020
Contributed by Lukas
Today, we talk with Nate Brown who is the Founder of CX Accelerator, a virtual community for CX professionals, and Chief Experience Officer at Officiu...
Adapting to the New MEconomy | Vikas Bhambri
27 Aug 2020
Contributed by Lukas
Gabe and Vikas kick off this episode announcing that Kustomer has been selected as the only enterprise customer service CRM platform in the Shopify Pl...
Leveraging AI to Power Your Contact Center | Aarde Cosseboom and Vikas Bhambri
20 Aug 2020
Contributed by Lukas
Today we have special guest Aarde Cosseboom, Senior Director of Technology and Product for Global Member Services for an E-Commerce company called Tex...
How the Global Pandemic is Affecting Customer Service Organizations | Andrea Paul and Vikas Bhambri
13 Aug 2020
Contributed by Lukas
The COVID-19 pandemic is fast-tracking the digital transformation and has changed the way customers interact with businesses, forever. Today, we welco...
Bring in the Experts: Why to Outsource Your Customer Service Team With Amir Reiter & Tom Jenkins | Cloudtask
06 Aug 2020
Contributed by Lukas
How are organizations keeping up with the spikes in demand while maintaining high levels of customer support? Today’s guests are all about allowing ...
The Art of the Conversation with Dionne Mischler | Inside Sales by Design
30 Jul 2020
Contributed by Lukas
Today’s guest has been in sales and tech for more than 20 years and started her own business, Inside Sales by Design, 5 years ago to help organizati...
Be NICE | How to Drive the Customer Experience with Sergio Frias
23 Jul 2020
Contributed by Lukas
Today, we talk with Sergio Frias, the president and CEO of The Federation of Canadian-Brazilian Businesses and Chief Customer Experience Officer at Th...
How to Coach Your Customer Service Reps to Drive Actual Performance | Steve Richard, ExecVision
16 Jul 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Steve Richards, co-founder of ExecVision. Throughout his career, Steve has been committed to...
How to Create a Rockstar Customer Experience | James Dodkins
09 Jul 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we get a chance to talk with James Dodkins, known as the Rockstar Customer Experience Expert. Before beco...
The Power of Tiered Customer Service | Al Hopper at Nagurra Networks
02 Jul 2020
Contributed by Lukas
In this episode of Customer Service Secrets, Al Hopper, principal consultant at Nagurra Networks, joins Gabe Larsen to talk about how businesses can b...
The 6 Steps of Customer Journey Mapping | Annette Franz
25 Jun 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc....
How to do Research-Based Customer Journey Mapping | Bob Thompson, Customer Think
18 Jun 2020
Contributed by Lukas
In this episode of Customer Service Secrets Podcast, we are going to be talking about journey mapping. To help us out with that we brought on Bob Thom...
Making Customer Service Faster and Smarter With AI | Omar Pera
11 Jun 2020
Contributed by Lukas
Kustomer announced it has acquired Reply.ai, a customer service automation platform that helps companies scale intelligent customer service without co...
Elevating the Voice of the Customer | Hillary Curran
04 Jun 2020
Contributed by Lukas
It's getting increasingly difficult for businesses to get feedback from customers in this fully remote world. We sat down with Hilary Curran from Guru...
The Customer in the Future | Blake Morgan
28 May 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Blake Morgan, a customer experience expert, keynote speaker, and author of the Customer of t...
The Cult of the Customer | Shep Hyken
21 May 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Shep Hyken, a customer service/experience expert, keynote speaker, and Time’s best selling...
The Standard for How to Treat Your Customers | Jeanne Bliss, Customer Bliss
07 May 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains...
What is Punk CX and Why Should You Care | Adrian Swinscoe
30 Apr 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what...
The Five Key Elements That Drive Customer Experience | Mary Drummond, CMO, Worthix
23 Apr 2020
Contributed by Lukas
In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a p...
Bots Vs Human: How to be Successful in AI Customer Experience | Vikas Bhambri, Kustomer
16 Apr 2020
Contributed by Lukas
In this episode, we get to talk with Vikas Bhambri, the SVP of sales and customer experience at Kustomer. Vikas and I talk about a current buzzword in...
How to Drive Loyalty in Challenging Times | John DiJulius w/Dijulius Group
09 Apr 2020
Contributed by Lukas
Today on Kustomer we talk with John DiJulius, the president of the Dijulius Group, a customer service consulting firm. John and I talk about the curre...
How to Focus on the Right Customers for a Strategic Advantage | Peter Fader
07 Apr 2020
Contributed by Lukas
In this episode, Gabe chats with Peter Fader, Professor of Marketing at The Wharton School of the University of Pennsylvania and author of Customer Ce...
23 Customer Service Trends Every CS Leader Must Know
02 Apr 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk about the top 23 customer service trends of 2020. We discuss what customer service has looked lik...
How to be Prepared in Times of Crisis | Dr. Merilee Larsen
31 Mar 2020
Contributed by Lukas
On this episode of Kustomer, we have the opportunity to talk with Dr. Merilee Larsen, the assistant professor of Public Health at Utah Valley Universi...
How Customer Service Has Transformed in the Last 20 Years | Brad Birnbaum
26 Mar 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with the CEO of Kustomer, Brad Birnbaum, about the growth and development of Kustomer and the Kus...
Managing Remote Workers | Working with COVID-19
19 Mar 2020
Contributed by Lukas
A Stanford University study found that productivity actually increases among remote workers. They claim that it was close to an extra day per person p...
Stop Trying to Delight Your Customers | Matt Dixon
12 Mar 2020
Contributed by Lukas
In this episode of Customer Service Secrets, we talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience. M...
The Power of Marketing and the Customer Experience | Dan Gingiss
21 Feb 2020
Contributed by Lukas
In this episode, Gabe chats with Dan Gingiss, who has held marketing and customer service roles at Fortune 300 companies including McDonald’s, Disco...
Who Is Gabe Larsen and Why Should You Listen to the Customer Service Secrets Podcast?
21 Feb 2020
Contributed by Lukas
Gabe Larsen, the host of Customer Service Secrets, talks about his experiences in customer service and customer experience up to this point in his car...
What is the Customer Service Secrets Podcast?
21 Feb 2020
Contributed by Lukas
Introduction to the Customer Service Secrets podcast with Gabe Larsen.https://www.kustomer.com/