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MicroAdvice CX Podcast
by James BuscaglioHost Jim Buscaglio interviews tech startup founders, leaders, and advisors to understand how these companies are creating a superior customer experience (CX). Hear tactical advice that you can implement today on how to help improve your own customers' experience. Learn more at www.microadvisers.com
Copyright: © 2023 MicroAdvice CX Podcast
Episodes
E38 - The intersection of AI and Customer Experience
18m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more Customer Experience (CX) leading practices!
Today, our spotlight topic is on how to effectively use Artificial Intelligence (AI) to deliver a strong CX.
To speak more in depth about this subject, we’re here with Nathan Joens, co-founder and Head of Innovation of Structurely (https://www.structurely.com/), a conversational artificial intelligence software that responds to, qualifies, and nurtures your online leads.
In this video, you will hear Nathan and I discuss the following practices:
1.) How AI can effectively be used to deliver a stronger customer experience.
2.) Nathan's story for starting Structurely, and expanding into various different industries.
3.) How AI can be used to augment CX practices and still lead with empathy toward customers.
4.) What companies consider adopting an AI tool versus sticking with human-led support.
5.) Drawbacks to using AI tools, and how companies adopting of AI platforms cna avoid these drawbacks.
6.) Projections for the future of using AI tools to improve customer communication.
If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/C4rTX7iAopo
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #Structurely #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #data #startup
E37 - Customer Success leading practices and actionable tips from a master class educator
24m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on Practical CSM. To learn more head over to https://practicalcsm.com/
This small business is on a mission to help customer success leaders, individual CSMs and those who are aspiring to join the profession better understand leading practices for delivering Customer Success services to their customers.
To learn more about the community the Practical CSM team is building, we’re here with founder, Rick Adams.
In this video, you will hear Rick and I discuss:
1.) How and why he built the Practical CSM Framework?
2.) As a long-time CS consultant, Rick discusses some proven CX practices he has seen work well, and how he incorporates these into his business.
3.) Leading practices new CSMs can utilize to start-off their CS careers strong.
4.) How more experienced Customer Success professionals can continuously grow.
5.) Predictions for the Customer Success field evolution over the next few years, and how CS leaders stay abreast of these changes.
If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/u_uIOvqOPX0
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #PracticalCSM #CSM #Businesseducation #Business #Education
E38 - The intersection of AI and Customer Experience
18m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more Customer Experience (CX) leading practices!
Today, our spotlight topic is on how to effectively use Artificial Intelligence (AI) to deliver a strong CX.
To speak more in depth about this subject, we’re here with Nathan Joens, co-founder and Head of Innovation of Structurely (https://www.structurely.com/), a conversational artificial intelligence software that responds to, qualifies, and nurtures your online leads.
In this video, you will hear Nathan and I discuss the following practices:
1.) How AI can effectively be used to deliver a stronger customer experience.
2.) Nathan's story for starting Structurely, and expanding into various different industries.
3.) How AI can be used to augment CX practices and still lead with empathy toward customers.
4.) What companies consider adopting an AI tool versus sticking with human-led support.
5.) Drawbacks to using AI tools, and how companies adopting of AI platforms cna avoid these drawbacks.
6.) Projections for the future of using AI tools to improve customer communication.
If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/C4rTX7iAopo
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #Structurely #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #data #startup
E37 - Customer Success leading practices and actionable tips from a master class educator
24m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on Practical CSM. To learn more head over to https://practicalcsm.com/
This small business is on a mission to help customer success leaders, individual CSMs and those who are aspiring to join the profession better understand leading practices for delivering Customer Success services to their customers.
To learn more about the community the Practical CSM team is building, we’re here with founder, Rick Adams.
In this video, you will hear Rick and I discuss:
1.) How and why he built the Practical CSM Framework?
2.) As a long-time CS consultant, Rick discusses some proven CX practices he has seen work well, and how he incorporates these into his business.
3.) Leading practices new CSMs can utilize to start-off their CS careers strong.
4.) How more experienced Customer Success professionals can continuously grow.
5.) Predictions for the Customer Success field evolution over the next few years, and how CS leaders stay abreast of these changes.
If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/u_uIOvqOPX0
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #PracticalCSM #CSM #Businesseducation #Business #Education
E36 – Building customer support teams for startups and small businesses
17m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on the critical role customer support plays in B2B, B2C and B2E (Engineering) customers, and how to build a better operation in your startup or small business.
To learn more, head on over to https://tylercrown.com/
To better understand this concept, we’re here with Michael Frew. Michael is the Owner/Operator of Tyler Crown, a corporation that manages, founds, and acquires cloud-based software products and services. Michael has over two decades of experience as a software developer and project manager.
In this video, you will hear Michael and I discuss:
1.) Leading practice in customer support functions.
2.) The differences between B2C, B2B and B2E support, and when to use a certain model.
3.) Building these teams to operate effectively from the start; and turning around less than stellar support teams.
4.) Skillsets pertinent to customer support functions.
5.) Tech-touch versus high-touch customer support models, and when each model works well.
6.) What stage a startup should start building a Support function.
7.) How Customer Support personnel can grow their careers.
If you have ideas for Podcast episodes, email [email protected] or please join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/dMxqy9seg0Y
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #TylerCrown #CSM #Businesseducation #Business #Education #CustomerSupport #Support #Customerservice
E36 – Building customer support teams for startups and small businesses
17m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on the critical role customer support plays in B2B, B2C and B2E (Engineering) customers, and how to build a better operation in your startup or small business.
To learn more, head on over to https://tylercrown.com/
To better understand this concept, we’re here with Michael Frew. Michael is the Owner/Operator of Tyler Crown, a corporation that manages, founds, and acquires cloud-based software products and services. Michael has over two decades of experience as a software developer and project manager.
In this video, you will hear Michael and I discuss:
1.) Leading practice in customer support functions.
2.) The differences between B2C, B2B and B2E support, and when to use a certain model.
3.) Building these teams to operate effectively from the start; and turning around less than stellar support teams.
4.) Skillsets pertinent to customer support functions.
5.) Tech-touch versus high-touch customer support models, and when each model works well.
6.) What stage a startup should start building a Support function.
7.) How Customer Support personnel can grow their careers.
If you have ideas for Podcast episodes, email [email protected] or please join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/dMxqy9seg0Y
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #TylerCrown #CSM #Businesseducation #Business #Education #CustomerSupport #Support #Customerservice
E35 - Defining the return on investment ROI of a great CX
18m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is how to define and measure the return on investment generated by delivering a superior customer experience.
To better understand this concept, we’re here with Mary Cleary, Head of Growth at the high-growth customer experience AI startup, Frame.AI. Learn more at (https://frame.ai/).
In this video, you will hear Mary and I discuss the following practices:
1.) How companies like Frame AI are working to help companies use machine learning and artificial intelligence to produce more accurate and faster voice of the customer (VoC) outcomes.
2.) How to measure and draw the connection between CX metrics and their impact on the overall business metrics (revenue growth, cost reduction etc.)
3. The 'must-have" data elements to understand the voice of the customer and incorporate that data into a CX-first strategy to achieve the greatest RoI.
4.) The intangible benefits of truly understanding your customer data in a variety of different ways to deliver a stronger CX?
5.) How to understand and incorporate AI into your practices to drive the best customer experience.
If you have ideas for Podcast episodes, please [email protected] (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
YouTube Link:
https://youtu.be/oa2UWeIGpPo
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #FrameAI #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers
E35 - Defining the return on investment ROI of a great CX
18m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is how to define and measure the return on investment generated by delivering a superior customer experience.
To better understand this concept, we’re here with Mary Cleary, Head of Growth at the high-growth customer experience AI startup, Frame.AI. Learn more at (https://frame.ai/).
In this video, you will hear Mary and I discuss the following practices:
1.) How companies like Frame AI are working to help companies use machine learning and artificial intelligence to produce more accurate and faster voice of the customer (VoC) outcomes.
2.) How to measure and draw the connection between CX metrics and their impact on the overall business metrics (revenue growth, cost reduction etc.)
3. The 'must-have" data elements to understand the voice of the customer and incorporate that data into a CX-first strategy to achieve the greatest RoI.
4.) The intangible benefits of truly understanding your customer data in a variety of different ways to deliver a stronger CX?
5.) How to understand and incorporate AI into your practices to drive the best customer experience.
If you have ideas for Podcast episodes, please [email protected] (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
YouTube Link:
https://youtu.be/oa2UWeIGpPo
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #FrameAI #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers
E34 - How a Chief Customer Officer (CCO) adds incredible value to your business
23m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on the role of the Chief Customer Officer (CCO). We’ll deep dive into this role, and discuss the considerations for hiring the right skills for this position to achieve the best outcomes.
To better understand this concept, we’re here with Debra Squyres, Chief Customer Officer of HackerRank (https://www.hackerrank.com/).
In this video, you will hear Debra and I discuss the following practices:
1.) A day-in-the-life of a CCO, and how this role is invaluable to a growing a business.
2.) Deep dive into leading practices on informing customer strategy versus strategy execution and integrating various teams/divisions of the company around the customers’ needs.
3.) Balancing strategy development/execution with resolving day-to-day customer challenges.
4.) Core skills that help make a CCO successful.
5.) Understanding the right stage of a company’s journey to hire a CCO.
6.) How to empower the various teams to deliver a consistently great CX across all of your customers.
7.) Specific examples of how to deliver a strong customer experience.
If you have ideas for Podcast episodes, please email [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/xpAnCkJYph0
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #HackerRank #AI #Cloud #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #developers
E34 - How a Chief Customer Officer (CCO) adds incredible value to your business
23m · PublishedWelcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!
Today, our spotlight topic is on the role of the Chief Customer Officer (CCO). We’ll deep dive into this role, and discuss the considerations for hiring the right skills for this position to achieve the best outcomes.
To better understand this concept, we’re here with Debra Squyres, Chief Customer Officer of HackerRank (https://www.hackerrank.com/).
In this video, you will hear Debra and I discuss the following practices:
1.) A day-in-the-life of a CCO, and how this role is invaluable to a growing a business.
2.) Deep dive into leading practices on informing customer strategy versus strategy execution and integrating various teams/divisions of the company around the customers’ needs.
3.) Balancing strategy development/execution with resolving day-to-day customer challenges.
4.) Core skills that help make a CCO successful.
5.) Understanding the right stage of a company’s journey to hire a CCO.
6.) How to empower the various teams to deliver a consistently great CX across all of your customers.
7.) Specific examples of how to deliver a strong customer experience.
If you have ideas for Podcast episodes, please email [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).
Stay connected to leading #CX practices at https://www.microadvisers.com
Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w
-OR-
Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
YouTube Link:
https://youtu.be/xpAnCkJYph0
#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #HackerRank #AI #Cloud #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #developers
MicroAdvice CX Podcast has 76 episodes in total of non- explicit content. Total playtime is 25:27:38. The language of the podcast is English. This podcast has been added on October 26th 2022. It might contain more episodes than the ones shown here. It was last updated on February 21st, 2024 01:42.
