Shows
SimplifiCXMHow to Manage a CX Crisis? with Mary CatherineHow can customer experience (CX) teams turn crises into opportunities for growth and action?
In this episode, Shilpa is joined by Mary Catherine, a seasoned customer experience leader at Autodesk. Known for her expertise in creating actionable insights from customer feedback, Mary shares valuable lessons on CX strategies, handling crises, and the power of listening to both internal and external customers.
Through Mary’s journey at Autodesk, she reveals how the team transformed negative feedback into a powerful driver of change, earning customer trust and executive buy-in along the way.
Shilpa and Mary di...2024-11-1327 minSimplifiCXMHumanizing Customer Experience - Customers are people firstIn this episode, I sit down with Chris to dive deep into what it truly takes to build meaningful and successful customer relationships. We talk about the importance of empathy, customer success strategies, and how connecting on a human level can transform the customer experience.
Chris shares his insights on how businesses can move beyond logos and focus on the people behind them. One of his key examples is how Salesforce highlights real people on their customer pages rather than just showcasing brands. It's all about bringing a more personal touch to your customer interactions.
...2024-09-1723 min
SimplifiCXMHow to CX with small budget - the power of small stepsThe ROI on CX takes time and this compounds the issues CX leaders have in organizations not sold on the vision yet. But there are ways to get around it. There are definitely ways to sell the benefits of delivering great CX - through small steps. Join me as I discuss pragmatic ways of furthering the cause of CX with the CEO of VistaXM, Erik Vogel. 2024-08-2925 minSimplifiCXMSupercharge CX and Marketing partnershipsThere's a treasure trove of opportunities when it comes to CX and Marketing partnerships. Listen in as Shilpa Mudiganti and Vera Cuevas dig into real-life organization use cases that can be supercharged with a solid partnership between Marketing and CX.2024-08-0632 minSimplifiCXMEpisode 8: Unlocking the Power of AI in Customer Experience with Alyona MedelyanAre you curious about the world of AI and how it's transforming customer experience? Ever wondered how AI can transform customer experiences in today's fast-paced business world? Well, in this insightful chat with Alyona Medelyan, CEO, and Co-founder of Thematic, we dive deep into the exciting realm of AI-powered customer feedback solutions.
🚀 What's the secret sauce behind AI and CX transformation?
🔍 How can you prioritize AI use cases for your organization?
💡 The importance of bridging the gap between data and actionable insights.
💼 Enhancing customer experience analytics for B2B and B2C bu...2023-10-0629 minSimplifiCXMEpisode 7: Making sense of Unstructured DataWant to know how powerful Customer Feedback is?
In this podcast episode, the host Shilpa, interviews Dave Seaton, an expert in analyzing unstructured data for organizations. They discuss the power of analyzing customer feedback and sentiment to improve customer experience. Dave shares examples of how analyzing unstructured data can uncover insights and drive strategic decisions. They highlight the importance of listening to customers regularly, tracking key topics, and understanding the impact on metrics like customer effort scores. They emphasize the need to challenge existing narratives within organizations and rely on data to make informed decisions. The conversation...2023-06-1226 minSimplifiCXMEpisode 6: The ROI of Customer ExperienceIn this enlightening episode, Shilpa chats with Emma Sopadjieva, Head of Customer Experience Research and Insights at ServiceNow, about the transformative power of customer experience and loyalty economics. They discuss the essential role of inter-departmental collaboration, the evolving landscape of customer feedback collection, and the shift towards using multiple data sources and predictive analytics for proactive customer engagement. Emma shares insights into how her team is leveraging data to anticipate customer needs, solve problems preemptively, and create impactful changes. Highlighting the importance of customer feedback in driving business innovation, they explore real-life examples from brands like Delta Airlines. Tune...2023-05-1527 minSimplifiCXMEpisode 5: The UX culture, process and habits with Alfonso de la NuezAlfonso de la Nuez is the Co-Founder, CVO & BoD Member at UserZoom, The UX Insights System. Empowering the Digital Product Experience revolution and the new way of building software with experience insights.
Originally from Madrid, Spain, Alfonso has 17 years of experience in User Experience, digital marketing, eCommerce, Web design, Web project management, user-centered design, and usability testing. Before founding UserZoom, Alfonso worked for companies such as Dell Computers, Icon Medialab (now LBi / Digitas), and Proxicom’s venture in Spain (now Indra). He’s a frequent speaker at UX conferences, has taught usability courses at various universities, and coll...2022-10-1338 minSimplifiCXMEpisode 4: The Field Manual of Customer Experience Management with Jeff SheehanJeff Sheehan is a Customer Experience Management Consultant aligning CX Strategy with Operating Models, Operations, and Outcomes. He is also the author of “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.”
Jeff work as a CX Consultant and Strategic CX Business Advisor. His focus is to enable clients build and improve their customer experience management program for the mutual benefit of the business and its customers. He's an expert at business development and client relationships, identifying opportunities and delivering on strategic recommendations, closing nearly $1 Billion in client services contracts over 20 years.
...2022-09-1340 minSimplifiCXMEpisode 3: CRM is the heart of Customer Experience with Deepak DeolalikarA world-class cloud-focused, Enterprise and SMB Product leader, Deepak Deolalikar is focused on enabling organizations to realize new and recurring revenues through the delivery of strategically critical products in B2B SaaS, Cloud, Customer Experience (CX) and Mobile applications, driving customer value and sustainable revenue growth.
Known for achieving and delivering top-line performance through a cross-functional approach to reliable, scalable and replicable product vision, comprehensive product road maps, effective and responsive GTM strategies and sales enablement - while successfully navigating the intersection of customers, technology and business outcomes.
Also, Deepak is an advisor at Berkeley...2022-08-2332 minSimplifiCXMEpisode 2: How To Introduce New CX Technology with Liliana PetrovaLiliana Petrova, Founder & CEO of The Petrova Experience.
Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?"
In this episode, Liliana shares insights into:
◈ Getting customer service technology.
◈ Setting up the customer experience program.
◈ What are the challenges of bringing in new CRM technology to a company.
[00:00:59]- Founding the Petrova Experience.
[00:06:00]- Choosing...2022-08-0231 min
SimplifiCXMEpisode 1: CX and Behavioral SciencePreeti Kotamarthi is the Behavioural Science Lead at Grab, the leading ride-hailing and mobile payments app in South East Asia.
Preeti has set up the behavioral practice at the company, helping product and design teams understand customer behavior and build better products. She completed her Masters in Behavioral Science from the London School of Economics and her MBA in Marketing from FMS Delhi. With more than 6 years of experience in the consumer products space, she has worked in a range of functions, from strategy and marketing to consulting for startups, including co-founding a startup in the rural...2022-07-1924 min