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PODCAST

Questions for now - Compelling perspectives on digital CX

Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.

technology management

All Episodes

25:31

Shifting customer engagement from transactional to human

Questions for now - Compelling perspectives on... ·

2019/10/04

(Previously recorded as Voxpro - powered by TELUS International) In a hyper-connected world, how can the valuable human connection be maintained between brands and customers? &Open is a ‘customer happiness platform’ that helps brands like Airbnb, WeWork and Turo stay connected to users through personalized gifting. In this episode, we are joined by &Open’s co-founder and CEO Jonathan Legge to discuss how his startup is helping major companies win their customer’s hearts through the age-old

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30:19

Using data to understand customers from Wix.com

Questions for now - Compelling perspectives on... ·

2019/06/21

(Previously recorded as Voxpro - powered by TELUS International) How can a company successfully support 150 million customers worldwide? That’s what Alon Mor, Head of Global Customer Solutions at Wix.com, reveals in this episode. One of the world’s leading web development platforms, Wix looks for data in places that many other companies do not in order to enhance the overall customer experience and grow its user base.In this podcast we talk about this, plus:The arduous journey to providing 24/7

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31:38

How Dropbox converts freemium users into premium payers

Questions for now - Compelling perspectives on... ·

2019/06/07

(Previously recorded as Voxpro - powered by TELUS International) The freemium model is a particularly interesting one, as it requires a very specialized form of customer and user experience in order to turn users of the free version of your product into paying customers with lifetime value.Dropbox has mastered this model and managed to turn it in to a powerful SaaS growth tactic – the company has also managed to thrive in a market that has become fiercely competitive over the last number of years,

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30:38

The CX guru showing great companies how to be amazing

Questions for now - Compelling perspectives on... ·

2019/05/31

(Previously recorded as Voxpro - powered by TELUS International) Shep Hyken is one of the world’s leading customer experience influencers. As owner and ‘Chief Amazement Officer’ of Shepard Presentations, he has built an audience of hundreds of thousands who follow him for his opinions and predictions on the CX industry.Shep joined us to talk about:The origins of his title Chief Amazement OfficerWhat makes great companies 'amazing'The use of human-inspired machine intelligence in CXExcelling at

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26:21

Meet the CX leader who learned her trade in the trenches

Questions for now - Compelling perspectives on... ·

2019/04/24

(Previously recorded as Voxpro - powered by TELUS International) Jeanne Bliss is one of the world’s leading customer experience visionaries. Having been Chief Customer Officer for companies including Microsoft, Mazda and Land’s End, Jeanne went on to become an architect of the customer experience movement, an author, a keynote speaker, and host of The Chief Customer Officer Human Duct Tape show. Her client list includes names like Zappos, Citrix, Symantec, Adobe, and Yahoo. In this episode, Jeanne

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31:41

How Headspace converts new users into customers for life

Questions for now - Compelling perspectives on... ·

2019/03/15

(Previously recorded as Voxpro - powered by TELUS International) Headspace is one of the world’s highest-grossing health and fitness app. Having capitalized on a rapidly growing interest in meditation and mindfulness, the company now has tens of millions of users worldwide. Lupe Gonzalez is VP of Customer Experience for Headspace, responsible for attracting new users in, giving them an experience that delights, and turning them into lifetime customers.In this episode, Lupe discusses:Being part of

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31:38

Getting clever about CRM - Insights from Salesforce

Questions for now - Compelling perspectives on... ·

2019/02/11

(Previously recorded as Voxpro - powered by TELUS International) A growing customer base comes with responsibility. Failure to track leads, nurture relationships, and consistently delight customers is bad for business and the overall customer experience. So, when your company hits a certain point, it’s time to get clever about customer relationship management (CRM).Salesforce, as the world’s leading CRM platform, are masters of customer acquisition and retention. This episode features an interview

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26:30

The importance of a customer-first mindset - Insights...

Questions for now - Compelling perspectives on... ·

2018/03/19

(Previously recorded as Voxpro - powered by TELUS International) How important is it to have a ‘customer-first’ mindset? How valuable is it to your company? And how can you go about successfully developing one?HubSpot has over 40,000 customers in 90 countries and having a genuine ‘customer-first’ approach has been central to its success.Amanda Whyte is the Senior Manager of Agency Partner and Customer Success at HubSpot. In this episode, Amanda talks about:How to have a ‘customer-first’ mindsetWhy

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39:04

Scaling CX - A talk with Airbnb's head of global...

Questions for now - Compelling perspectives on... ·

2018/03/05

(Previously recorded as Voxpro - powered by TELUS International) When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has

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24:43

7 imperatives for moving your customer experience to...

Questions for now - Compelling perspectives on... ·

2018/02/19

(Previously recorded as Voxpro - powered by TELUS International) If your customer measures (CSAT, NPS, etc.) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Leveldelves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin reveals how

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31:27

Leadership coaching - Insights from tech giant Airbnb...

Questions for now - Compelling perspectives on... ·

2018/01/08

(Previously recorded as Voxpro - powered by TELUS International) Leadership coach Renn Vara (Co-founder, SNP Communications) helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode, Renn reveals:The late-night phone call he had with Brian Chesky that changed everything for AirbnbHow great entrepreneurs can become great leadersWhy money is the biggest corrupting factor for successful tech leadersThe leaders he had to walk away fromWhy the best way to

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21:41

Getting personal: Leveraging the power of IoT and big...

Questions for now - Compelling perspectives on... ·

2017/11/27

(Previously recorded as Voxpro - powered by TELUS International) Big data is rocket fuel for customer experience. Strava is the social networking app for tens of millions of athletes, and the data collected from their wearables and devices allows the company to provide them with a world-class experience. In this episode, Stava's co-founder Mark Gainey explains how.Visit our website to learn more about TELUS International.

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