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Zoomin Software
Flourish CXEpisodes
Zoomin Software
Flourish CX
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Episodes of Flourish CX
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The definition and application of CX differs from company to company, just like customers differ. The one thing that doesn’t change is the demand for exceptional self-service experiences and the key to creating them—product content. In this spe
How proactive are you about providing content to your customers to help them along their journey? Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive
The content you make readily available to customers does the talking when your people are out of the room—is what you’ve provided able to do the heavy lifting between touchpoints? David Hoare, VP of Content at ServiceNow, says content plays a c
Are you tying customer experience to product marketing? Carla Guzzetti, Vice President of Customer Experience and Product Messaging at Extreme Networks, says CX has to be cross-functional. In this episode, Carla shares how she and her team use
Are you designing your systems and processes to meet your customer’s expectations? Nanhi Singh, Chief Customer Officer at Imperva, says too many tech companies try to design experiences that fit their internal set ups. Instead, organizations ne
Are you laying the proper foundation to build relationships with customers that will last a lifetime? Judi Hand, Chief Revenue Officer at TTEC, takes a personal approach with clients to create a rapport that allows for honest feedback and growt
Are you closing your feedback loop? More importantly, do you have the right stakeholders evolved across your organization to do so? Naren Dukkipati, Senior Vice President of Software Engineering at Mastercard, says building the optimal structur
Your product exists to help your customers solve a problem, but are you continuously trying to understand the challenges they face? Debra Squyres, Chief Customer Officer at HackerRank, says empathy is the best quality to have as a customer-fac
Does everyone in your organization, from an intern to the CEO, know how what they do on a daily basis affects your customers? Bill Staikos, SVP, Evangelist, and Head of Community Engagement at Medallia, says understanding how you’re accountable
The most valuable brands out there are able to draw a direct line between customer experience and their bottom lines. In this episode, Greg Kihlstrom, best-selling author, speaker, advisor and Principal and Chief Strategist for GK5A, breaks dow
When a customer gives feedback, are you sharing it with someone who can use it? Rachel Lane, Contact Center Principal at Medallia, says companies who don’t use the data they collect is one of her biggest CX pet peeves. In this episode, Rachel d
Dominic Constandi, Chief Customer Officer at ZoomInfo, says you need to hone in on metrics rather than take them at face value. In this episode, you’ll hear how he looks at metrics like a pyramid. At the bottom is the preliminary data and at th
Every metric has a story to tell. Are you reading them from start to finish? In this episode, we’re joined by John O’Melia, Chief Customer Officer at Contentsquare. John says while leading indicators are the ones that determine whether or not y
David Sakamoto, VP of Customer Success at GitLab joins us on this episode to break down a classic chicken or the egg conundrum within CX. Is your customer experience strategy making your customers successful OR is experience the outcome of thei
Are you more focused on finding the best CX metric out there or finding the best CX metric for your organization? Jon Mell, Chief Customer Officer at Board Intelligence and part time basketball coach, says you need to identify what your company
“Dozens or hundreds or even thousands of decisions that you make in your business every single day contribute to what we have decided to call ‘the customer experience.’” Jay Baer is a customer experience expert and advisor, best selling CX auth
Leveraging technology while maintaining personal touch is a challenge all CX leaders face. Rachel Sheriff, VP of Global Customer Success at LogicMonitor, shares how she balances efficiency with connection using her “tech touch” approach. Rachel
You conduct the surveys, you look at the metrics, you map the journeys–and then you change to get better results next time. Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is
As a CX leader, how do you stay grounded in our fast-moving, complex world? Dixie Dunn, VP of Customer Experience at JFrog, keeps it simple. She brings clarity to the chaos using tried-and-true methods to prioritize customer outcomes. She finds
Ironically, customer success teams don’t always focus on making customers successful. What would it look like to truly maximize the value customers get out of our product? CX speaker and writer Dan Gingiss knows that remarkable customer experi
Can you over-invest in CX? Vikas Bhambri, SVP, Sales & CX at Kustomer, doesn’t think so. Throwing money at CX isn’t the solution, though. Vikas is frustrated that we’ve invested so many resources in technology that should enable incredible CX,
The Great Resignation of 2021 has left many organizations reeling, but we need to respond to its rippling effects. Rod Cherkas, CEO and Principal at HelloCCO, gives his advice for managing this transition, balancing cost and growth, and optimi
Customer success teams love to throw around KPIs like NPS, but do these numbers really provide insight into our customers’ experience? Lucy Norris, Chief Customer Success Officer at Synamedia, emphasizes the importance of the "why" behind your
A multitude of customer-centric metrics can be helpful data points for CX leaders, but there’s a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes,
Escalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate. Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to
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