The Crossover Between Brand and Customer Experience

As we wrap up Season 1 of Now Brands Talk, we reflect on the main patterns that came up, which are empathy, empowerment, and holistic CX.

Carta’s CRO shares his thoughts on the importance of delivering consistently good CX across the customer journey and why customer success is everyone’s responsibility.

The term “customer experience” has become synonymous with “customer support” and this misconception is at the root of most modern CX problems. In today’s episode, Colin Chow, Global Managing Partner at TwentyFirstCenturyBrand, joins us to pick apart the “customer experience” so that companies can understand what they need to do to transcend siloes, align brand and CX, and start delivering the kind of VIP experiences that keep customers coming back for more. Join us as we discuss: Opportunities to represent the brand Creating cross functional leadership teams Misconceptions about customer experience and brand interactions

On September 14, we held our first ever in-person conference in Chicago, and in today’s episode, our host Perri Maxwell Chaikof will share insights from the conversations various CX leaders had about the future of the customer experience. Join us as we discuss: Investing in brand experiences The customer experience vs the customer journey The power that customer care teams have in an organization

88% of customers believe that brand experiences are just as important as the products and services. If your company isn’t already aligned with the future of customer experience, you’re going to get left behind.  Brian Solis, VP, Global Innovation Evangelist at Salesforce, talks about what the customer experiences of the future look like and what brands can do to start designing them strategically. We also feature a question from one of our listeners who sent in a question to [email protected] Join us as we discuss: Innovating your brand’s interactions Developing a strategy to create exceptional brand experiences Why the future of business is experiential

To create a real connection with customers it’s important that you speak their language.  In this episode, Kathie Johnson, Chief Marketing Officer at Talkdesk and Winner of the 2022 Women In CX Technology award, joins us to share how she is bridging the language gap with industry-specific offerings that ensures a better experience for everyone. We also feature a question from one of our listeners who sent in a question to [email protected] Join us as we discuss: Understanding the three phases to verticalization  Getting out of your brand’s echo-chamber The role of an agent in an organization  

Employees having free time doesn’t have to mean there is less productivity in the workplace. When you create resources that free up your employees time, it allows them to focus on higher value projects that in turn have a positive impact on your brand. In today’s episode, Teresa Anania, SVP of Global Customer Success, Renewals and Customer Experience at Zendesk, joins us to share how Zendesk creates positive customer interactions by placing an emphasis on employee experiences. We also feature a question from one of our listeners who sent in a question to [email protected] Join us as we discuss: Customer support and revenue based KPIs Empowering employees to focus on higher value services Providing employees with the right tools to help them grow

Maintaining consistent brand experience can be challenging for companies with different customer segments across multiple channels.  In today’s episode, Andrew Witkin, President of StickerYou, joins us to share how he leverages data to address the needs of the various online and in store customer segments while creating unique brand interactions. Join us as we discuss: Leveraging customer data with AI Consistent brand interactions for both DTC and B2B customers Creating content for different customer segments

Dan Manian, CEO and Co-Founder of Donut, talks with us about the importance of human connection for team-building and brand-building, and the powerful role automation plays in making it happen at scale.

Technology plays an important role in a brand’s ability to interact, and close the brand interaction gap. Nathan Dawson, the Senior Director of IT for Global Customer Care Technologies at Smile Direct Club, has years of hands-on experience assessing, implementing, and managing brand interaction software for the brand. Join us as we discuss: How to assess and select the right software for your brand’s needs Gracefully navigating the perils of change management Why you need more than one training method