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Navigating the Customer Experience

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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
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We have a return guest Jason Ten-Pow. Jason was on our podcast last year September and he has returned. Jason is the son of immigrants, moved to Canada with his family when he was seven years old. His passion for customer experience was sparked as a teenager while working behind the meat counter of a carnival-themed grocery store in Toronto, Ontari…
 
Matt Young is the CEO of UserVoice, the first (and we think best!) product feedback and research tool for software companies around the world. Matt started his professional career as a software developer, right when web browsers were released. He developed innovative solutions on the web well before SaaS and Product Management were the ubiquitous t…
 
Dr. Anna Harrison is a top ranked Digital Technology Advisor, Product Expert and Author. Anna’s work has helped New Zealand's best exporting and emerging brands create strategic and measurable plans to accelerate growth in new markets. Supported by successes across Europe, Asia, and the USA, Anna's work will help you remove your reliance on luck in…
 
Eric Vermillion is the CEO of Helpshift, a San Francisco based company that develops mobile customer support software that helps companies provide better customer support in mobile apps. Before Helpshift, Eric was instrumental in advancing BlueCat to one of Canada's most notable software exits, and also helped grow revenue at NICE Systems to over $…
 
Ernie Harker is a creative branding mastermind. He recently published “Your Brand Sucks,” a book that reveals why most companies get branding wrong and reveals the step by step formula he has used to assist dozens of companies define a clear image and personality for their brands. One of his greatest successes was to help revitalize an old-western …
 
Anyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboratio…
 
Gadi Shamia is the CEO and Co-Founder of Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world. Prior to Replicant, Gadi helped take Talkdesk, a $10B contact centre software market leader from a seed-stage company to a Unic…
 
Stuart Leo is the founder and CEO of Waymaker.io – an intelligent business management platform that helps leaders build a better business in 30 days. Stuart is a global thinker in strategy, systems and leadership development. As a founder of Waymaker.io, he has led the creation of Waymaker’s Leadership Curve - a revolutionary way of building clarit…
 
Jose Herrera is the CEO and co-founder of a Horatio, a Customer Experience company for today's fast-growing brands. Jose sets the strategic vision of Horatio and leads all growth, sales, and marketing efforts for the company. Prior to founding Horatio, Jose was the Vice President at Morgan Stanley, overseeing the Latin American Investment Managemen…
 
Welcome to navigating the customer experience, Happy International Women's Day 2022. We have been podcasting for almost 6 years, and we are already 158 episodes in, like, Wow. Thank you so much to every one of our listeners that has ever taken the time to listen to our podcast. And we really hope that you are able to get some value out of our conve…
 
Adele Spraggon is an award winning author, a thought leader and an international speaker and trainer. She has been awarded 2020, Woman of Inspiration Award and in 2021, she was recognized as a Top Behavioural Expert of the Year. Her book Shift: 4 Steps to Personal Empowerment has won three awards and is sweeping the globe, transforming how people a…
 
Aaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs. Aaron enjoys skiing, kayaking and gol…
 
During the Iranian Revolution of 1978, Shaahin's family had to escape to survive and ended up finally migrating to Los Angeles, California. At 15 years old Shaahin left home with nothing but the clothes on his back and created over a BILLION dollars in revenue by inventing the legendary smart drug known as Herbal Ecstacy. These childhood experience…
 
Jeff Rosenblum is a co founder of Questus, a digital advertising agency that has worked with many of the world's most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Bra…
 
Ethan Beute is the Chief Evangelist at BombBomb and he is a co-author of Rehumanize Your Business and of Human-Centered Communication, his newest book. He is also the host of The Customer Experience Podcast. Ethan Beute has spent the past decade helping business professionals be more personal and human through simple video messages. Questions Could…
 
Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice and the author of five books including The New York Times bestseller, The Ultimate Question 2.0. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major bu…
 
Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Disco…
 
Nathan Foy is founder and CEO of Fortis, nine-time Inc. Magazine honoree as one of America's fastest-growing companies. Fortis provides over 25,000 private, secure trips in 114 countries per year to clientele worth more than half a trillion dollars. These clients routinely ranked Fortis on Gallup surveys as the best in the industry. With offices in…
 
Becca Ribbing is the author of The Clarity Journal and has been a coach for over a decade. She's on a mission to help people break out of the cycles of uncertainty and struggle that hold them back. She helps women going back forth and with the big, seemingly endless question of what to do next so they can stop going around in circles and finally fi…
 
Lucas Root is an accomplished speaker, entrepreneur, author, business success mentor, and founder of SGIC Consulting, which works with clients to build a high-performance strategy and implement that strategy across their businesses to achieve the maximum growth potential possible. With over 19 years of success across banking, technology, investment…
 
Darin Dawson is the Co-Founder and President of BombBomb, a Human-Centered Communication Platform that enables users to use simple, personal video messages to leverage their best asset – themselves! Darren leads all sales, marketing, customer success and product development at BombBomb, a fast-growing, Colorado-based software company. He's on a mis…
 
Michael Arnold is the author of the book, Slacking Off: A Successful Way to Work from Home and he wrote it especially for those who are considering to work or are working from home and are seeking a work life balance. He has been a work from home entrepreneur for over 15 years and he's worked with major corporations such as Cox Automotive, Verizon …
 
Jason S. Bradshaw is a global strategic adviser to C-suite executives and start-ups, a keynote speaker on customer and employee experience, digital transformation and leading through crisis. He has led transformative change with some of the most recognizable brands like Target, Fairfax and Volkswagen. Delivering phenomenal customer-centric growth i…
 
Dr. Kaliym Islam is a former Wall Street executive where for over 20 years he led global learning businesses. New York Times best-selling author, Kevin Kurse (The e-Learning Guru describes him as a fresh voice among the usual author Guru crowd…, “who” …brings the credibility of someone who makes a living DOING, rather than TELLING. Teams under his …
 
Shep Hyken is a Customer Service and Experience Expert and the Chief Amazement Officer of Shepherd Presentations. He is a New York Times bestselling author and has been inducted into the National Speakers Association Hall of Fame for a lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loy…
 
Ryan Beachum has sought to apply his knowledge of the hospitality industry to provide desperately needed solutions. Having previously worked with some of the largest developers in the industry, Beachum saw an opportunity to serve timeshare owners beyond what was offered and so he began building his business idea, ResortShare - from the ground up. I…
 
Jason Ten-Pow's passion for customer experience was sparked as a teenager working behind the meat counter of a carnival-themed grocery store in Toronto. Today, Jason is the CEO and President of ONR, the CX consulting firm he founded in 2009. He has a B.A. in political science from the University of Toronto and an M.A. in Quantitative Methods from Y…
 
Mahesh Ram is a serial founder and entrepreneur and he's currently the founding CEO of Solvvy, a leading SaaS provider of conversational self-service and automation solutions to leading global companies with over 550 million end users. Prior to Solvvy, he was the CEO of GlobalEnglish which pioneered online business English education for learners in…
 
Brad Dude has over 40 years and he has been in more than 30 territories and countries around the world. He has provided leadership training, organizational development, program evaluation, workforce training, coaching and project management services to US Government agencies, public and non-profit organizations and private sector enterprises. He sp…
 
Dave Sherwin is a certified fitness nutrition coach, entrepreneur and practitioner of mindfulness and meditation. His passion is helping grownups navigate real world business and live challenges to achieve their best health and wellness at any age. He is also the creator and host of The Dirobi Health Show which covers everything to do with health a…
 
Wayne McCulloch is one of the world's leading customer success experts and a Top 100 Customer Success Strategist, Wayne works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than 25 years of experience in customer-focused roles. Wayne began his …
 
Jonathan Byrnes is a founding partner and chairman of Profit Isle, a highly successful MIT spin-off SaaS software company that helps organizations increase profits by 10 – 30 percent using its profitability analytics and management process. A widely followed thought leader on profitable growth and innovative customer supplier relationships, Byrnes …
 
David Friedman is an award-winning CEO, entrepreneur, author and renowned public speaker. In 2011, he published his first book, Fundamentally Different, which is based on the insights he learned and taught throughout his leadership career. And in 2018, he published his second book, Culture by Design, the definitive “how to” manual for building a hi…
 
Jonathan de Potter is the founder and CEO of Behold Retreats, and advocates for self-improvement and elevating consciousness as the most meaningful way to better the world. Jonathan's priority is to raise education and awareness about plant medicines like Ayahuasca and Psilocybin, and guide others to maximize the potential benefits - ultimately lea…
 
Steven Van Belleghem Show Notes Steven Van Belleghem is a global thought leader in the field of customer experience. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility t…
 
Will Laurenson is a customer value optimization consultant with 9 years experience optimising customer journeys to convert more traffic into customers, and retain those customers for longer helping companies achieve more profitable growth. He is also the host of the Customers Who Click Podcast, interviewing guests from across the marketing spectrum…
 
Zach Blank is an entrepreneur, experience designer and technologist based in Portland, Oregon. As the CEO of Straightaway, Zach leads creative teams to think that the most inspired results are inevitable when design and technology conflict. Zack has spent his career with product and experience designers, strategists, engineers, and creatives. Throu…
 
Robert Wallace is VP of Growth at Tallwave which works with companies like PayPal, Banner Health, and Lumin Digital on their products and customer experiences. Robert has 20+ years of experience in branding, marketing and communications programs to help drive the company's growth. Questions Could you share with us a little bit about your journey, e…
 
Chad Neufeld is the Director of Marketing at Chaordix (kay-or-dix), a Canadian online community platform. He works with global brands like LEGO, Bosch, HPE, Stihl and Decathlon to make community central to their customer connection. Chad also founded a seasonal D2C company called Small City Stockings to create curated stocking stuffer packages (and…
 
Elias Guerra is the Founder and CEO of Popwallet, a Mobile Wallet Customer Experience platform working with some of the most innovative brands in the world to deliver contactless customer experiences to people through mobile wallets like Apple Wallet and Google Pay. These experiences include dynamic coupons and offers, rebates, loyalty and gift car…
 
Megan Gilhooly, as VP Customer Experience at Zoomin Software, Megan has made it her mission to change how organizations think about product content. Prior to this role, Megan spent two decades managing content teams, driving content strategy, and delivering stellar information experiences at company like Amazon, Ping Identity, and INVIDI Technologi…
 
Robert Nickell is the founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Fort Worth since 2013. Rocket Station helps small to mid-sized businesses with efficiency and profitability. Simplified staffing allows operators to focu…
 
Antonio Buchanan is the Co-CEO and Chief Strategy Officer. He spent his career influencing some of the world's top brands. His career took off at Y&R Worldwide, where he quickly became a vice president of Strategic Planning working on American Express, Citigroup, Verizon, Evian, Disney and Club Med. He then served as a senior partner and head of St…
 
Albert Galarza is the Global Vice President of Human Resources at TELUS International. He joined the organization in 2016, and has over 20 years of experience in human resources across retail and technology industries. In his role at TELUS International, Albert leads an HR organization of over 600 professionals supporting almost 50,000 team members…
 
Blanca Cobb is an internationally recognized body language expert who’s been featured on national television shows such as the Steve Harvey Show, TODAY Show, Megyn Kelly TODAY, Dr. Oz, Dr. Drew, CNN, Face the Truth, The Doctors to name a few as well as publications around the world, such as Cosmopolitan, Us Weekly, Elite Daily, Business Insider, El…
 
Greg Kihlström Show Notes Greg Kihlström is a best-selling author, speaker and entrepreneur. He is currently CEO and Co-Founder at CarrierGig, after selling his award-winning digital experience agency Carousel30 in 2017. He has worked with some of the world's top brands, including AOL, Choice Hotels, Coca Cola, Dell, FedEx, GEICO, Marriott Internat…
 
Kris Rudeegraap is the co-founder and CEO of Sendoso, the leading Sending Platform. Kris has more than a decade of sales experience and has spent time at Talkdesk, Yapstone, and Piqora. During that time, he discovered that creating meaningful engagement through direct mail and gifting was an effective way to drive demand and increase sales - which …
 
Mark Smith is the President of Kitewheel. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark is a leader in building, growing and managing successful companies. Currently in “innovation mode” as the President of Kitewheel, Mark is focused on helping marketing agencies deliver better customer engagement throug…
 
JP Clement is the CEO of boomtime. He has over 30 years of experience in marketing, digital strategy and product management for companies ranging from startups to global brands such as Madison Square Garden, General Mills, DFS Group Ltd, Johnson & Johnson and National Geographic. JP has worked for and helped companies in both B2C and B2B sectors, a…
 
Ronan Walsh has been working in Digital Marketing, specifically SEO for close to 10 years and is a lecturer in Web Design and Digital Marketing in Ireland. He's the owner and founder of Digital Trawler a SaaS Marketing Agency based in Ireland. Digital Trawler helps companies with their marketing strategy and messaging and having experts in SEO, pai…
 
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