The eCommerce Customer Experience Podcast: Recent Episodes
DigitalGenius
Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability.
Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.
In this episode of The eCommerce Customer Experience Podcast, Laricea Roman, Head of Marketing and Head of Digital for Dorothy Perkins, Burton, and Wallis brands at Boohoo Group, joins Chris Kellner of DigitalGenius to unveil the power of organic growth for brands, how AI can enhance personalised experiences in eCommerce, and why businesses should prioritise the zebra versus unicorn business model.
Laricea Roman is a brand specialist with a demonstrated history of growing global businesses even in challenging environments. She has worked for several Fortune 100 companies, helping them grow and transform their brands.
Before Boohoo, Laricea was the Author and Head of Marketing at Entain, Head Of Digital Media at The Specialist Works, Digital Account Director of Maxus, and Global Digital Account Manager of Havas. Laricea has recently released the book ‘A Brand's Purpose...Less Unicorn, More Zebra?’
If you want to learn more about eCommerce hacks and insights, check out the key takeaways from this episode or the transcript below.
Episode resources:
* Laricea’s LinkedIn
* Boohoo Group Website
* A Brand's Purpose...Less Unicorn, More Zebra? Book
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In this episode of The eCommerce Customer Experience Podcast, Nicole Jackson, Customer Support Manager at HERA Clothing, joins Chris Kellner of DigitalGenius to uncover the qualities of a great customer experience leader, how to enhance customer support for Gen Z, and why balancing AI-driven support and human assistance is key to delivering a pleasant customer experience.
Nicole is an experienced manager and customer support enthusiast with over ten years of experience in the hospitality and retail industries. Before joining HERA, she was the Customer Service Manager at BioPak. Nicole also worked at Enterprise Rent-A-Car for four years in various positions, such as Branch Manager and Assistant Manager.
If you want to learn more about eCommerce hacks and insights, check out the key takeaways from this episode or the transcript below.
Episode resources:
* Nicole’s LinkedIn
* HERA Clothing Website
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Danielle Anderson, Executive Leader in Customer Experience and Digital, joins Chris Kellner of DigitalGenius to unveil the qualities of a good customer experience leader, the importance of customer-centricity, what makes a customer-centric brand, and the future of customer experience in retail and e-commerce.
Danielle brings extensive expertise spanning over eighteen years in consumer-focused industries, encompassing luxury goods, retail, and hospitality. Throughout her career, she has consistently demonstrated her ability to provide valuable guidance to boards and collaborate with CEOs to spearhead high-impact initiatives, resulting in sustainable growth for renowned global organisations.
Having worked with prestigious multinational corporations like Boston Consulting Group, Burberry, and Richemont Group's, dunhill, as well as emerging startups such as Harris + Hoole and Honest Burgers, Danielle possesses a diverse range of professional experiences. Her contributions to these companies have been instrumental in cultivating exceptional brand experiences and driving long-term growth.
Danielle's wealth of knowledge and success in her field have established her as one of the most highly sought-after advisors, recognized for her ability to deliver tangible results and create lasting value for her clients. In the course of her career, Danielle has been recognized and accorded several awards, including the Best Use of Mobile for Payment at the Mobile Innovations Awards.
If you want to learn more about eCommerce hacks and insights, check out the key takeaways from this episode or the transcript below.
Episode resources:
* Danielle’s LinkedIn
* dunhill’s Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Annette Franz, Founder and CEO of CX Journey, joins Chris Kellner of DigitalGenius to discuss why businesses should prioritise employee experience, how to harness the power of AI for improved CX, and ten principles for becoming customer-centric.
Annette is a certified customer experience professional with over thirty years of experience helping companies understand their employees and customers. She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches.
Annette was named one of The 100 Most Influential Tech Women on Twitter by Business Insider. Before founding CX Journey, she led consulting services for some voice of the customer platforms, helping clients in various industries develop and execute their customer experience strategies.
Annette is the author of two books, Customer Understanding: Three ways to put the “Customer” in customer experience and Built to win: Designing a customer-centric culture that drives value for your business. She is also regularly recognized by companies around the world as a top speaker and influencer in Customer Experience.
Enjoy! Episode resources:
Annette’s Website
* Annette’s LinkedIn
* Annette’s Twitter
* Annette’s Instagram
* Annette’s YouTube
* Annette’s Books
* CX Journey Website*
* Forbes Coaches Council Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Kristi Faltorusso, Chief Customer Officer of ClientSuccess, joins Chris Kellner of DigitalGenius to share her thoughts on scaling customer success teams effectively, leveraging new technologies for e-commerce growth, and the importance of building and maintaining customer success communities.
Kristi Faltorusso is an award-winning Customer Success Executive with over a decade of experience in customer success leadership, building, scaling, and transforming customer success organisations. Besides her role at ClientSuccess, she is also a founder and an advisory board member on several customer success communities, including CS Simple, CS Angel, CS Ladies, and Gain Grow Retain.
Enjoy!
Episode resources:
Kristi’s LinkedIn
* ClientSuccess* Website
* Keeping CS Simple Website
* CS Angel Website
* Cast.app Website
* CS Ladies Website
* Gain Grow Retain Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Lee Roquet, Vice President of Customer Experience at Finch, joins Chris Kellner of DigitalGenius to discuss the importance of customer experience programs, the role of digital transformation and community for CX, and how companies can be successful and profitable while prioritizing customer experience.
Lee is a Certified Customer Experience Professional, CX innovator, and results-driven business leader who believes that "CX is more than a program. It is a business purpose and culture to celebrate." Before Finch, he was the Chief Customer Officer at Yellowfin, Vice President of Client Experience at Bitcentral, and VP of Client Services at Marketron.
Enjoy!
Episode resources:
Lee’s LinkedIn
* Finch* Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Richard Mogendorff, Co-Founder and Chief Digital Officer of Like Digital & Partners, joins Chris Kellner of DigitalGenius to share the importance of customer experience in the luxury space. They explore best practices for data-driven decision-making, potential trends for 2023, and how AI can help brands move quickly.
Richard Mogendorff is a creative technologist with extensive hands-on technical experience with the leading e-commerce platforms, with particular expertise in SaaS and MACH.
Before forming Like Digital, Richard built up a successful client portfolio, including The Killers, Arcadia Group, Shop Direct Group, New Look, Westminster Cathedral, Roland Corporation, Universal Music, Warner Music, Banksy, and many more in the worlds of fashion, retail, and entertainment.
He was featured in the UK Government publication The Parliamentary review as an example of best-practice in the UK tech industry and was ranked in the top five of The 25 influential and inspiring Digital Technical Directors on Creative Pool.
Enjoy!
Episode resources:
* Richard Mogendorff’s LinkedIn
* Like Digital & Partners Website
Rate and Review The eCommerce Customer Experience Podcast:
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In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys joins Chris Kellner of DigitalGenius to discuss the role of empathy in customer experience and how businesses can leverage technology and human capabilities to improve customer and employee experience.
Dr. Natalie's experience spans over two decades of working in different customer and experience positions at several organizations, including Salesforce, Constellation Research, Weber Shandwick, Forrester Research, Pricewaterhouse Coopers, and Hitachi Consulting.
She was named Top 20 Most Powerful Analysts, ROI of Digital and Social Communications and Media, Top 250 Most Influential Women, and Top 50 Social Media, CRM, Customer Service, Marketing, IoT and Data Analytics, and Customer Experience Professionals.
Dr. Natalie is also an Instructor of Digital Transformation at UCLA Extension, a thought leader, and a best-selling author of Empathy in Action: How to Deliver Great Customer Experiences at Scale and Reinventing Your Contact Center: A Manager's Guide To Successful Multichannel CRM.
Enjoy!
Episode resources:
* Dr Natalie Petouhoff’s Website
* Dr. Natalie Petouhoff’s LinkedIn
* Dr. Natalie Petouhoff’s Twitter
* Dr. Natalie Petouhoff’s Facebook
* Dr. Natalie Petouhoff’s Books
* Genesys Website
* UCLA Extension Website
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Thibaut Martin, Head of Customer Experience at Otrium, joins Chris Kellner of DigitalGenius to discuss his perspective on building the most efficient customer experience and achieving customer satisfaction.
Thibaut is a customer support leader who helps businesses build foundations of exceptional customer service. Before his role at Otrium, he worked for Google for more than four years as the GMP Customer Manager from Apr 2018 to Jan 2020 and as the Associate Account Strategist for Global Customer Experience from Jun 2015 to Apr 2018.
Today, Thibaut shares the attributes of exceptional customer service, the importance of data in creating a great customer experience, and how businesses can become truly customer-centric.
Episode resources:
* Thibaut’s LinkedIn
* Otrium Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Michelle Spaul, Customer Experience Consultant at Delta Swan, joins Chris Kellner of DigitalGenius to share how customer experience drives business growth.
As the Customer Experience Consultant at Delta Swan, Michelle helps her clients understand the value of customer experience in their business. She also currently works as an Expert Practitioner at HiveMind Network and as an Associate at Hoxby. Michelle has more than twenty years of experience in customer experience and has worked with companies like Elektron Limited and Rolls-Royce.
Today, Michelle talks about why business leaders should take notice of customer experience, strategies to leverage it, and how to improve customer loyalty and retention.
Episode resources:
* Michelle’s LinkedIn
* Delta Swan Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Paul Davis, Chief Commercial Officer at ShoeSize.Me, joins Chris Kellner of DigitalGenius on how to stand out and improve at the eCommerce customer experience game.
Paul is a B2B sales leader and customer experience expert who focuses on setting clear and winning processes that bring repeatable revenue growth for eCommerce brands. His career spans industry-leading brands that include IBM and SAP, alongside disruptive and innovative startups such as Concrete Media, SharpAlice, and ShoeAI.
Today, Paul defines the true role of eCommerce customer experience, what it takes to deliver customer success, and what the future of customer experience looks like.
Episode resources:
* Paul’s LinkedIn
* ShoeSize.Me Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Gustavo Imhof, Head of Customer Experience Strategy and Insights at Avado, joins Chris Kellner of DigitalGenius to share his perspective on how to make customer experience a strategic priority by understanding customers' needs.
Gustavo is currently the Head of Customer Experience at CXAhead and Head of Customer Experience Strategy and Insights at Avado. He is also a Non-Executive Director - Committee Member (Remuneration Committee) at Thirteen Group and Non-Executive Director at Rootsofyggdrasil.
Today, Gustavo talks about why customer experience professionals should stop exceeding customers' expectations and start focusing on what customers really need.
Episode resources:
* Gustavo’s LinkedIn
* CXAhead Website
* Avado Website
Rate and Review The eCommerce Customer Experience Podcast:
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The eCommerce Customer Experience Podcast is handcrafted by our friends over at: fame.so
In this episode of The eCommerce Customer Experience Podcast, Thomas Staudte, Head of Customer Engagement at air up, joins Chris Kellner of DigitalGenius to discuss best practices to set up your customer experience team, develop a customer-centric product, and leverage automation.
In this episode of The eCommerce Customer Experience Podcast, Shamas Aziz, Head of Customer Service at Selfridges, joins Chris Kellner of DigitalGenius to discuss what makes top contact centre leaders stand out, how they impact the mission, vision, and strategy of their organisation, and drive business success.
In this episode of The eCommerce Customer Experience Podcast, James McGhee, Head of Customer Experience at FOOTASYLUM, joins Chris Kellner of DigitalGenius to discuss what makes the best customer experience leaders thrive.
In this episode of The eCommerce Customer Experience Podcast, Ian Golding, CEO, and Founder of Customer Experience Consultancy shares his golden lessons on what organizations and customer experience professionals should learn to deliver a best-in-class Customer Experience (CX).
In the first episode of The eCommerce Customer Experience Podcast, Steven Cleere, Chief Pot Stirrer at NexxtLevel Brands and Vice President of Marketing at Sunrise Fresh, shares actionable insights to help CPG (Consumer Packaged Goods) entrepreneurs grow their brands.