263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless

The Customer Experience Podcast

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand.


In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce.


Join us as we discuss:

• What customer empathy means and why it’s important
• Whether or not an internal tech team is advantageous
• How Square’s remote transition has lead to a happier and more diverse workforce
• How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)

More information about Naomi Wheeless and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/wheeless/
• Company Website: https://squareup.com
• Naomi’s Personal Website: https://naomiwheeless.com/
• Other Relevant Link: https://www.chick-fil-a.com/