Humans of CX: Recent Episodes
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Humans of CX is a podcast on a mission to have conversations with the world's leading customer experience experts to help CX professionals humanize their approach, placing empathy at the center of the experience.
Welcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful career in customer service, the importance of employee empowerment, and Snapdeal's focus on customer delight. Explore the challenges of fragmented customer interactions and the future of AI-powered customer service.
Sandeep is an e-commerce enthusiast with 20 years of experience in category management and service delivery. During his journey, he has acquired skills for the exposure, learning, and command of the cycle of introducing, developing & maturing categories on growth and profitability. His skill set includes Category Management, Delivery Management, Client and Vendor Partnership, Project Management, P&L management, Transition, Hiring, and Team Management skills with resource planning. Sandeep has a proven program and business management track record, solid business acumen, and analytical skills. He is also certified in PMP and Six Sigma. Sandeep has an MBA in Marketing and Entrepreneurship from Northeastern University, Boston.
Episode resource
* Sandeep Sachdeva on LinkedIn
* Snapdeal Website
* Garima Gayatri on LinkedIn
* Ozonetel Website
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In this episode of the Humans of CX podcast, Garima is joined by Shilpa Gupta, Chief Supply Chain Officer and Head of Customer Experience at HomeLane, India’s premier end-to-end home interiors platform, which delivers chosen home interiors within 45 days. Together, they explore the growing importance of CX, from the communication challenges of last-mile delivery to the importance of trust, transparency, and predictability in customer delight. Discover how technology and human empathy intersect to create seamless experiences and gain insights into the future trends shaping the eCommerce industry.
Shilpa Gupta is the Chief Supply Chain Officer and Head of Customer Experience at HomeLane. She has over 10 years of experience in supply chain management and has worked with some of the biggest names in the industry, including Flipkart, Diageo, and PepsiCo. Shilpa started her career as a research analyst intern and has since worked her way up to her current position.
Episode resources:
* Shilpa Gupta LinkedIn
* HomeLane
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode of the Humans of CX podcast, Garima is joined by Mithila Mahajan, the Global Head of Customer Experience at BDx Data Centers, a global data center platform offering secure, scalable, and sustainable digital solutions and infrastructure. Join them as they discuss customers' evolving expectations, the role of empathy, and the core values of customer-centricity.
Learn about the latest trends in CX technology and how it enhances overall customer satisfaction. Discover the measures taken by BDx to improve customer experience and gain insights from Mithila's experiences in the field. This engaging conversation will leave you with a deeper understanding of the importance of customer-centricity and continuous improvement in CX.
Mithila is a Certified PMP®, PRINCE2®, Agile_Scrum, and Six Sigma Practitioner. She is an Experienced Customer Success professional with a demonstrated history of working in Telecommunications, Consulting, and Academics. Mithila is skilled in Service Delivery, Customer Relationship Management (CRM), and Contact Centers. She is a Customer Engagement and Experience specialist, and over her 13-year career, she has held leadership roles at global firms like Accenture.
Episode resources:
* Mithila Mahajan on LinkedIn
* BDx Data Centers Website
* Garima Gayatri on LinkedIn
* Ozonetel website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode of the Humans of CX podcast, Garima is joined by Manish Nachnani, the Head of Customer Experience at Zuno General Insurance, one of the most trusted Insurance providers in India. Join them as they discuss the importance of customer experience in the insurance industry. They explore topics such as seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives.
Manish emphasizes the need for simplicity and predictability in customer experience while also highlighting the value of respecting and valuing customers. Manish is a big fan of Ron Johnson, the head of customer experience at Apple, and admires how his insights have helped in shaping the company.
Manish is a seasoned leader and strategist who specializes in implementing platforms and systems to streamline operations and optimize customer experience. As the Head of Customer Experience at Zuno General Insurance, he oversees the design and execution of transformation initiatives, ensuring they are delivered on time, on scope, and within budget. With over 19 years of experience as a product and CX lead, he has a proven track record of delivering significant savings, scaling operations across business lines, and enhancing customer satisfaction and loyalty.
Episode resources:
* Manish Nachnani on LinkedIn
* Garima Gayatri on LinkedIn
* Ozonetel website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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This week we’re joined by CX Expert Ankur Agrawal, former SVP and Head of Customer Experience at Paytm, Ola, MakeMyTrip and Snapdeal. He shares his insights on the importance of understanding customer expectations, analyzing feedback, and combining it with data to enhance the overall experience. Ankur also delves into the impact of AI on contact centers and the role they play as treasure troves of customer conversations. Don't miss this engaging conversation to enhance your own customer experience journey.
Ankur is a senior executive with experience in leading large and distributed teams across business verticals like product management, technology, operations, customer experience, and business excellence. He is passionate about driving business transformation while generating profitable growth. Episode resource
* Ankur Agrawal on LinkedIn
* Paytm Website
* Garima Gayatri on LinkedIn
* Ozonetel Website
If you enjoyed this episode, then please either* Subscribe, rate, and review on Apple Podcasts
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In this episode of the Humans of CX podcast, Garima is joined by Rachit Saran, VP of Customer Experience at Wakefit, a furniture company based in Bengaluru, Karnataka. Together, they discuss Wakefit’s three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, and how they are using AI and automation to enhance the customer experience.
In his role, Rachit stands at the forefront of revolutionizing the sleep industry, reshaping both sleep products and the sleeping habits of Indians. He possesses expertise in team management, furniture design, and business strategy. Before joining Wakefit, Rachit was a Senior Analyst at Everest Group and a Software Engineer at Tavant.
Episode resources:
* Rachit Saran on LinkedIn
* Wakefit Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode of the Humans of CX podcast, Garima is joined by Tanish Mathur. Join them as they discuss the importance of customer experience in the banking and finance industry. They delve into the role of AI, security measures, and global banking, and the impact of events like the pandemic. Discover how technology can enhance the customer experience while maintaining a human touch.
Tanish is a Strategic Change Leader who leverages the power of human performance and organizational design to increase profitability and market penetration. He has experience building business cases through solid business analysis and delivering business value for the industry in finance & technology in Payment Modernization, Payment Innovation, Digital CCY, Blockchain, AI, OCR, Telematics, and Trade Finance. Tanish has published multiple papers on Project Management and Innovation and has been featured as a keynote speaker. Episode resources:
* Tanish Mathur on LinkedIn
* Garima Gayatri on LinkedIn
* Ozonetel website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode of the Humans of CX podcast, Garima is joined by Arvind Singh, Chief Technology and Product Officer and EVP of IT at Puravankara, a leading real estate developer. Together, they discuss where customer experience falls in the real estate sector, highlighting the need to place customers at the center of all operations, the importance of balancing empathy and technology, and strategies for meeting customers where they are to ensure a seamless experience.
Arvind has over 24 years of experience as an IT professional and passionate leader. He is the current Chief Technology and Product Officer and Executive Vice President of IT at Puravankara Limited, a leading real estate developer. Prior to this, he was the Head of Information Technology at 7-Eleven India. He was issued the IT Visionary 2023 award by StrategInk and named one of the Top 100 Innovative CIOs by CIOAxis.
Episode resources:
* Arvind Singh on LinkedIn
* Puravankara Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode of the Humans of CX podcast, Garima is joined by Suraj Shetty, Head of Customer Experience and Learning & Development at both Kissht and Ring, two businesses focused on quality customer service. Together, they delve into how brands should respond to customer outrage on social media; how working in CX can sometimes affect mental health, and the best ways to respond to it; and how remote working changed the CX landscape forever.
Suraj previously held several leadership roles in finance, operations, marketing, technology, and automation. He was the Product Head of Asit C. Mehta Investment Intermediates; Head of Business Operations of ShereIt; and was Junior Executive of J.B.BODA Reinsurance Brokers. He’s also been a panelist and speaker at several CX, marketing, operations, and finance summits, including NBFC Leadership Awards 2023, TL EdTech's BreakfastMeet, and Smart CX Technology Summit and Awards 2023.
Episode resources:
* Suraj Shetty LinkedIn
* Kissht
* Ring
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having held the position at Illuminate Education before it was acquired by Renaissance.Together, they discuss the importance of empathy towards frontline CX agents, and how that can help in bridging the gap between top management and the customer’s experience; navigating difficult decisions by focusing on what is urgent and what is important; and the recent, and potential future, evolution of the customer experience industry.
Episode resources:* Matt Dale on LinkedIn * Moxie CX
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In this episode, Garima is joined by April Obersteller, VP of Global Experience at woom, a sports goods manufacturing company that focuses on designing high-quality, lightweight bikes for children of all ages. Prior to this, she was the Senior Manager of Customer Experience at YETI Coolers and the National Sales Manager at Green Goo.
Together, they discuss whether or not the customer is always right, why you need to protect your employees’ mental health, how that directly correlates to the customer’s experience, and why she is so fascinated with not just the customer’s journey but their journey after a sale is made. She also explains what the missing fourth factor of CX is that a lot of people seem to forget.
Episode resources:* April Obersteller on LinkedIn * woom * YETI Coolers
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field.
They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for the bigger brands, how we can start bringing empathy into CX, and the importance of talking to your employees before making any technological decisions. He also shares a story about a time he had a bad customer experience with a delivery company!nnoying, as well as how customer expectations have risen in the last few years.
Episode resources:* Adrian Swinscoe on LinkedIn * Punk CX * Forbes Articles: + If more is not done to protect agents, customer service standards will fall + Is the contact center going to be the next big tech frontier? + In times like these, customer service leaders can learn a lot from gardeners + 7 Customer-experience-related predictions for 2023
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify
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In this episode, Todd is joined by Mike Aoki, President of Reflective Keynotes, a Canadian training company that helps contact centers improve their sales and customer experience results. Prior to this, he was the manager for continuous learning at Telus and was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021”. With over twenty years of experience, he’s proven himself to be an expert on customer experience and retention.
They discuss why the employee experience is just as important as the customer experience, what it takes to be a seasoned expert in CX retention, and why your irate customers are the moment of truth for your company. They also delve into how to upsell to customers without being annoying, as well as how customer expectations have risen in the last few years.
Episode resources:* Mike Aoki on LinkedIn * Reflective Keynotes * ICMI.com
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In this episode, Todd is joined by Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, a global customer experience (CX) consultancy focused on helping organizations achieve their goals through implementing personalized customer experience strategies. She is also a CX consultant at EvaluAgent, Fujitsu, and JT Group Limited and has a phenomenal understanding of behavioral psychology!
They discuss how to bridge the gap between customers and employees; what it means to be a ‘comfortable disruptor of the status quo’; the current 2023 trajectory of CX; and how the study of psychology can really benefit your customer experience skill set. Not only that, but they also delve into why priorities in business are the biggest barriers to customer experience.
Episode resources:* Katie Stabler on LinkedIn * CULTIVATE Website
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In this episode, Todd is joined by Alex Farmer, Chief Customer Officer at Nezasa, an industry-leading software provider to travel brands for automated trip planning and optimization. With more than seven years of experience in customer service and satisfaction, Alex is still looking for ways to improve and optimize customer success in business.
They discuss the obviousness of "customer success excellence" and why businesses aren’t prioritizing it as much as they should. Alex also discusses the striking similarities between customer success and customer experience; the consequences of not focusing on customer success; how to be the hero for your customers; and the importance of having an industry mentor. He also delves into how businesses can make it easier for consultants in CS to do their jobs.
Episode resources* Todd Vecca on LinkedIn * Humans of CX website
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Ronnell, author of Shut The Hell Up And Sell, joins Todd to discuss the importance of creating meaningful experiences for partners in sales. Ronnell has been in the sales industry for 21 years, and now endeavors to help companies amplify their brands through his business and bourbon platform. In this episode, Ronnell discusses the importance of customer experience in sales (particularly for startups and growing companies), as well as some key pointers for building a customer-centric culture from the ground up. They also discuss Ronnell's free course, Advanced Sales Tactics, which is targeted at sellers looking to take their sales production to the next level. They also give the audience some useful tips regarding the use of organic marketing as a tool to improve the customer experience. Ronnell's upcoming book, Shut The Hell Up And Sell, is available now! Find all of this and more in this episode of Humans of CX.
Episode resources* Ronnell Richards on LinkedIn
* Business and Bourbon
* Shut the Hell Up and Sell
* Black Voices in Distilling web series
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Dan Gingiss, CEO of the Experience Maker, joins Todd in this episode. Together they talk about optimizing customer experience (CX), misconceptions regarding CX, and the relationship between customer and employee experiences.
Episode resources* Dan’s LinkedIn * Experience Maker Website * Humans of CX
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Todd is joined in this episode by Joey Coleman, Founder and Chief Experience Composer at Design Symphony, a customer experience branding firm specializing in creating unique, attention-grabbing customer experiences. His company helps build a remarkable customer experience and figure out ways to deliver that experience consistently.
They discuss the importance of customer experience in improving organizational morale and the bottom line. They explore the difference between customer service and customer experience, changing customer landscape in a B2B environment, employee engagement strategies, millennial expectations from employers, and how technology can create a more seamless interaction with customers.
Episode resources:* Joey Coleman on LinkedIn * Humans of CX
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * Check out Humans of CX
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In this episode, Todd is joined by Jenny Dempsey, Consumer Experience Manager at Apeel Sciences - a company based in Goleta, California who produce Apeel. Apeel is an edible plant-based coating that prevents fruits and vegetables from drying out and decaying, in turn, reducing food waste. With almost two decades of customer experience, Jenny is the brand's advocate who listens, educates, and builds connections with customers.
Todd and Jenny discuss the importance of listening to customers and how to incorporate their feedback into a company's overall strategy. They provide valuable industry insights into different feedback methods, feedback funnels, customer service automation across different channels, and the trickle-down effect of treating employees right.Humans of CX is handcrafted by our friends over at: fame.so
In this episode, Todd is joined by Tue Søttrup, Vice President, Customer Excellence at Dixie, a customer service platform based in Copenhagen, Denmark, which now has offices in London, New York, and Berlin. With over twenty years of experience in customer services, Tue is striving to improve customer experience by optimizing agent happiness.
They discuss the role agents play in improving the customers' experience and why providing a conducive environment for the agents to work is important. They further elaborate on the importance of agent happiness in customer service and how it can lead to happy customers and a successful organization.
Humans of CX is handcrafted by our friends over at: fame.so
Ravi Rajani, Founder of Ravi Rajani Consulting, joins us to share insights on storytelling for customer experience, common myths around the subject, and how to craft compelling sales content.
Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC, joins us to share insights on creating a frictionless customer experience, the concept of amazement, and customer experience KPIs every company must measure.
Neal Topf, President at Callzilla, joins us to share his thoughts on the role of marketing operations in operationalizing the customer experience.
Annette Franz, CEO at CX Journey Inc., joins us to bring out the key pillars of best CX. Bringing culture and employee experience into perspective, Annette highlights how customer understanding opens new doors for organizations.
In our quest to understand how people are driving innovations that result in superior CX, our host Todd Vecca joins Nate Brown, Co-founder of CX Accelerator and Senior Director of Arise.
Nate takes us through his exciting journey, highlighting how CX is making people’s lives better. Bringing ‘mission-driven CX’ into perspective, Nate shares insights on building a CX mindset and how that generates loyalty.