The Man Who Interviewed 10,000 Customers

In this episode, Adam Dorrell chats with CX royalty, Ken Hughes (the King of CX), about the human side of experience. They explore how emotion drives loyalty and trust, drawing lessons from B2C giants like Taylor Swift for the B2B world. Ken shares some great anecdotes about how storytelling and vulnerability make ga reat CX experience. He emphasizes that CX is a philosophy, not just a department, and shares insights on building genuine emotional connections with customers. Ken’s new book is Taylormaking — get the details from  https://www.taylormaking.com/

In this episode, Adam Dorrell, CEO of CustomerGauge, speaks with Mark Fonseca, Partner at Pragmetrics, about his experience conducting over 10,000 customer interviews. Mark shared his unique three-question approach to B2B customer loyalty assessments, focusing on Net Promoter Score, understanding the "why," and identifying what it takes to achieve a perfect score.  Mark spoke about the importance of creating a "safe harbor for the truth" and building trust quickly to uncover candid insights.  He also discusses how his role as an agnostic third party allows customers to share feedback they might not otherwise, leading to surprising discoveries about customer loyalty and potential revenue opportunities.  

In this episode of the AX Podcast, Adam Dorrell sits down with Chris Savage, CEO and Co-Founder of Wistia, to explore the growing role of video in customer experience.   Video has become a powerful tool in sales and marketing, but how can it be leveraged to improve account experience and customer retention?   Drawing from the world of storytelling and the classic “Hero’s Journey” narrative, this episode unpacks how video can be used to create deeper emotional connections and more impactful communication in B2B relationships.   With over 14 years of experience as a Wistia customer, Adam has seen firsthand how Wistia’s product and approach foster long-term loyalty and engagement.   The conversation covers: Why storytelling is essential in CX How businesses can use video to drive retention Wistia’s customer-centric philosophy and lessons learned This episode is ideal for B2B professionals seeking to enhance their account experience strategy through engaging content and effective communication.

Host Adam Dorrell welcomed back the outspoken and often hilarious Ben Phillips, CCXP, leader of Customer Experience in Fortune 500 companies, for the second time! He’s an author, CX professional, and top voice in the customer experience world — truly one of the few real experts in B2B CX. The two dove into the strategy gap in B2B CX programs and how internal experience is as important as measuring customer experience. You won't want to miss this lively episode. Ben is reachable on https://www.linkedin.com/in/ben-phillips-ccxp/

What happens when Customer Experience (CX) moves from buzzword to boardroom priority? In this episode, Host Adam Dorrell was joined by Nienke Bloem, a globally recognized CX leader and educator with CSP and CCXP qualifications. She’s dedicated to working with customer experience leaders and elevating their CX impact. If you’ve seen her live or watched her videos, you’ll know her contagious energy and practical approach to making CX strategies work!  Nienke and Adam discuss why CX isn't just a department but a company-wide movement, how to get board members to feel the customer truth, and the two speeds of change (and why leaders must master both) If you're passionate about B2B CX and want to drive impact at the highest level, this one's for you.

What happens when traditional B2B customer surveys fail spectacularly, yielding less than 1% response rates and delivering feedback that's months too late to act on?  Gerard Hutchings, Head of Business Development Strategy at RBC BlueBay Asset Management, found himself facing exactly this challenge in the asset management industry. But instead of accepting defeat, he created something revolutionary: a customer feedback program where the entire C-suite: CEO, CFO, COO, and department heads, personally conduct 15-minute customer calls using Net Promoter Score (NPS) methodology.  The result? Nearly 100% response rates, real-time actionable insights, and clients who comment positively on the organizational culture..  In this episode, Gerard shares how he transformed the fear of feedback into executive leadership opportunity, why "now's not a good time" actually means "now is the perfect time" for customer conversations, and how applying scientific methodology to sales relationships can unlock billion-dollar client insights that traditional surveys simply can't capture.

Disruptors have made a large impact and step-changed performance in many other sectors. What if these 3 disruptors did exactly that to established customer experience (CX) approaches: Netflix, Uber, and Amazon? Hosted Adam Dorrell alongside Nigel Tordoff, Chair of the CPG Experience Council, discussed how consumer-focused technology companies like Amazon, Uber, and Netflix have disrupted traditional industries through a customer-centric approach, data-driven decision-making, and innovative revenue models. They explored how consumer packaged goods (CPG) companies could learn from these disruptors by prioritizing simplicity and customer benefit, leveraging data to enhance the customer experience, and implementing subscription-based offerings that empower customers with choice and flexibility.

In this episode of The Account Experience Podcast, host Adam Dorrell sits down with Bill Main, Director of Global Customer Success and Customer Experience at Getronics, to uncover the secrets behind building a truly customer-centric organization. Bill shares how Getronics achieves a 50% NPS response rate, why customer experience is more than just a number, and how leadership transparency builds trust. Whether you’re in B2B or just passionate about CX, this conversation is packed with actionable insights to elevate your customer experience strategy.

In this episode, Host Adam Dorrell spoke with Ragna Ghoreishi, a seasoned Vienna-based customer experience (CX) leader and owner of RagnaDigital, a boutique CX consultancy. Ragna spoke candidly about her experience at a global IT organization working on a large B2B CX project when suddenly the project sponsor and champion left. This is a situation Adam has seen in many companies. He asked Ragna to open up about how it affected her and how she salvaged the project.  Her tips:  Don't focus on just one strong leading figure; build early on a network of strong advocates with closeness to the board. Carry it on the shoulders of multiple strong leaders Make it everybody's topic as part of the growth/revenue targets Ownership needs to be with the functions who can make an impact; make them accountable — you cannot improve CX from a CX team only. It is a business effort! This episode is a great conversation that can help you plan a large project.

"Our ambition is to be the undisputed LATAM CX leader, delivering experiences 'Only Coke can do.'" In a special edition of the Account Experience Podcast, Adam Dorrell is in Bogota, Colombia, where he was one of the presenters at The Coca-Cola Experience Summit Latin America 2024. For its second year, the conference had 80+ attendees and 31 bottler operations represented, continuously serving as an inspiring and highly operational meeting.  The Coca-Cola team invited speakers across the continent to help evolve the vision of experience in the region, which can be summed up as Coca-Cola's ambition to be the undisputed LATAM CX Leader, delivering B2B experiences only they can do. To understand some of the successes and challenges, Adam interviewed some of the key people there, including:   Luis Carlos Mira Olarte   Customer Experience (CX) Director LATAM, The Coca-Cola Company Mariana Lozano OrtizGil  Loyalty and Customer Experience Manager, Arca Continental Christian Nunes Christian Nuñez  Customer Experience Manager, Coca-Cola FEMSA, Mexico Mauricio Hernandez Senior Consultant, The Click! Paulo Mendes LATAM Value to Market & Consumer Head, The Coca-Cola Company,  Cary Self Vice President of CX Education and Development, CustomerGauge