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:

• Turning Feedback into Action
• Getting Executive Buy-In
• Building Trust in B2B CX
• Celebrating Wins with Skeptics
• Advice for CX Newcomers

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:

• Practical steps for building a successful customer success team
• The importance of empathy in creating strong customer relationships
• The role of ownership and accountability in delivering great customer experiences
• Chris’s hiring strategy: finding people with a "warm heart and a cool head"
• Insights into how brands like John Lewis are excelling in customer experience
• Why personalizing interactions is key to customer loyalty
• How to operationalize a customer 360 plan by starting small and growing it
• The impact of putting a human face behind the brand in customer interactions

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. 

Please do me a favor, subscribe, and leave a review!

Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/

Thank you for joining me on this ride!

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:

1. The significance of analyzing unstructured data for customer insights
2. The impact of turnaround time and communication on customer satisfaction.
3. Identifying key topics from unstructured data through customer interviews and verbatim processing.
4. The reliability of sentiment analysis tools in measuring customer sentiment.
5. Leveraging unstructured data to reduce customer churn and drive business growth

Please do me a favor, subscribe, and leave a positive review!

Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/

Thank you for joining me on this ride!

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.

Do you want to work with me?

Reach out and let me know!

https://www.linkedin.com/in/mudigantishilpa/

Thank you for joining me on this ride!