What works (and what doesn’t) when building CX teams from scratch in organizations still learning to value customer experience.
In this episode of the Simplify CXM Podcast, host Shilpa is joined by Shelly Chandler, SVP of Customer Experience at Wells Fargo. With two decades of experience spanning banking, consulting, and CX leadership, Shelly brings deep insights into what it takes to roll out successful customer experience programs — especially in companies where CX isn’t fully understood yet.
Shilpa and Shelly talked about:
- The classic mistake of sounding like a consultant when you're actually inside the organization.
- How to avoid being seen as just “the feedback team”
- What it really means to tie customer insights to business outcomes
- The importance of aligning early with business goals and forming internal alliances
- Why CX leaders need to sharpen their data skills — and how data + emotion win minds and hearts
- Tips for evaluating new CX roles: are you signing up to build something or just to run surveys?
- Ways to influence without authority in large organizations
- How to deal with teams who claim “we already know what the customer wants”
- Shelly’s favorite brand experience — and the emotional power of personal touches in CX
How 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 discussed:
In 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.
We covered:
The 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.
There'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.
Are 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 businesses.
Join us as we unravel the complexities of AI implementation, discuss the traps to avoid, and explore the fascinating possibilities of generative AI in simplifying data-driven decision-making.
Alyona's expertise shines a light on the future of customer experience, and you won't want to miss it!
Tune in now to unlock the power of AI in CX and gain valuable insights into leveraging customer feedback effectively.
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Want 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 underscores the potential of unstructured data analysis in enhancing both customer value and business outcomes.
In this episode, Dave shares insights into:
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In 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 in to discover how the future of customer experience is shaping the success of businesses.
Here are the highlights of this episode:
[0:17] Introduction to today’s episode
[2:22] Emma’s background and introduction.
[4:43] The impact of customer experience on a company’s balance sheet.
[7:32] Where to start with customer experience.
[10:25] The importance of tying customer experience to the financial model.
[13:27] What are the prerequisites for data integration?
[15:38]Cxm tool for companies starting out.
[18:01] How do you identify which customer feedback is relevant?
[20:09] Signs to look for in customer experience.
[22:11] The importance of taking action on feedback.
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Alfonso 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 collaborates with the Stanford University Technology Ventures Program.
In this episode, Alfonso shares insights into:
◈ What it means to invest in your digital channels
◈ UX culture, process, and habits.
◈ How other technologies can be used to assist UX research teams.
[00:05:50]- Investing in your digital channels.
[00:08:48]- The role of UX in the digital space.
[00:11:45]- Focus on the process and the habits.
[00:16:00]- UX culture starts from the top.
[00:17:39]- Be customer-centric in everything.
[00:20:55]- It’s good when teams are collaborative.
[00:24:35]- How technologies can help the UX research team.
[00:30:06]- Steps on the research to see the result.
[00:32:07]- Examples of companies that did it right, are Airbnb and Doordash
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Jeff 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.
In this episode, Jeff shares insights into:
◈ How free listening to feedback benefits Customer Experience.
◈ What is Value Irritant Matrix and how it help Customer Experience.
◈ Identifying your guidepost.
[00:04:50]- Military background on writing a book.
[00:08:12]- Voice to customer framework.
[00:11:36]- How to identify feedback that matters.
[00:15:33]- Free listening, customer feedback.
[00:20:41]- The importance of Data in the customer experience management program.
[00:25:37]- Value irritant matrix.
[00:34:44]- Motorola Solutions, the VA hospitals, and Jeff Sheehan.
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A 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 SkyDeck to upcoming startups.
In this episode, Deepak shares insights into:
◈ How CRM is the heart of Customer Experience.
◈ CRM is not just a pipeline management system.
◈ Why you need data for CRM.
[00:02:00]- CRM playing such an important role in Customer Experience.
[00:05:40]- The four P’s of marketing.
[00:09:00]- B2B companies vs B2C companies.
[00:10:21]- CRM in the new normal.
[00:13:20]- CRM vs CDP and MDM.
[00:16:16]- Where to start in delivering the best Customer Experience.
[00:19:50]- Steps to take to reimagine the CRM of a company.
[00:22:20]- Ordering through an app.
[00:26:00]- Going back to the company’s journey to better implement a CRM.
[00:27:35]- Data and CRM.
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Liliana 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 the right technology.
[00:08:50]- Current vs new technology.
[00:12:21]- The challenges of setting up CRM.
[00:15:00]- Planning customer service experience.
[00:16:45]- Employee experience and customer experience.
[00:17:45]- Customer experience program structure.
[00:22:00]- Redesigning a company’s customer experience.
[00:24:44]- Recommending a CRM investment.
[00:27:00]- The challenges of bringing in new CRM technology to a company.
[00:28:30]- Having the vision leads to successful implementation of a new CRM technology.
[00:30:00]- How technologies’ are being used in the organization.
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Preeti 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 space in India. Her main interest lies in popularizing behavioral design and making it a part of the product conceptualization process.
In this episode, Preeti shares insights into:
◈ Discovering the why of CXM implementation.
◈ The tools and techniques of behavioral science.
◈ Implementing Behavioral Science on your business.
[00:00:59]- Behavioral Science.
[00:05:00]- Integrating Behavioral Science in every field.
[00:07:50]- Applying Behavioral Science on CXM.
[00:12:00]- CXM vs B2B and B2C.
[00:14:30]- Starting customer service implementation.
[00:16:45]- What you can do to bring in tools and techniques to your company.
[00:18:00]- Behavioral Science complicating the process.
[00:20:00]- Great example of Behavioral Science in a company.
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