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On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the online customer experience the best it could be. In the episode, Bailey defines the customer experience as ‘everything that touches the customer and is involved in their experience’ - from a retargeted ad to an ongoing relationship. He attributes Kustomer’s success to its strategy; it starts with clearly defining the buyer/user personas,...

  Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high. In this episode of Movers & Shakers, we speak with Seth Hall, the Senior Vice President of Customer Service at Philadelphia Insurance Companies. Seth is responsible for transforming his company's customer service organization. But instead of just creating the organization in the vision of the outdated service organizations that are common in...

  While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers & Shakers, Teron Douglas of Bank of America sits down to discuss how innovation and a new way of thinking have led to interesting breakthroughs in delivering a better customer experience. Traditionally, Financial Services is an industry mired in heavy regulation and antiquated thinking. But, recent developments in the space and disruption by smaller, more...

  When it comes to the insurance industry, the most important values that should be nurtured between the agency and customer are trust and loyalty. But what if you have a hard time building trust and loyalty? According to a 2015 report by Accenture, this may very well be the case in the insurance industry - where churn totals as much as $470 billion (in Life and Property & Casualty premiums) globally as a direct result of...

Agencies find themselves in an interesting spot with regards to customer experience. On the one hand, they are responsible for delivering a great experience for their clients. But, on the other hand, in many cases they are responsible for delivering a great experience for their clients’ customers. In this episode of Movers & Shakers, we speak to Noah Weiner, the VP of Client Strategy at Be Found Online about the importance of customer advocacy. We also...

  Customer service doesn't need to be a dirty word. In our most recent episode of Movers & Shakers, we chat with Nina Alexander-Hurst, the Vice President of Customer Service & SWAT at BaubleBar about rethinking the way that companies provide service to their customers. We'll also go in-depth to learn just how Nina went about transforming customer service from a cost center to a revenue generator through the creation of BaubleBar's revolutionary SWAT program....

In this episode of Movers & Shakers, our CEO, Dan Michaeli, speaks to Karl Haller, a leader at IBM’s Retail & Consumer Products Center of Competence and former SVP of Brand Strategy and Customer Engagement at Brooks Brothers. The conversation delves into the importance of leveraging data to inform the customer experience and the value it can have in arming your front-line employees. Karl also talks about measuring the customer experience and the tangible impact that delivering a positive...

As a growing number of businesses begin competing more on Customer Experience and less on price, we expect to see a shift in the mindset of companies. Whereas in the past, Customer Experience might have been the responsibility of a single person or department, we fully expect to see responsibility spread and take hold across the entire organization. This seismic shift means that there will soon be more individuals involved in influencing the Customer Experience than ever...