by HGS
Your brand experience is made up of so many small moments. So every moment needs to be positive, personal and drive business performance. But how do you make the most of every touch point? And how do you exceed ever-rising customer expectations? CX Champions is an UNSCRIPTED masterclass on how YOU can stand out, think differently, and re-imagine what a Customer Experience could look like in a digital-first world. Join us to hear from top CX leaders in the world and they’ll champion every moment.
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Publishing Since
10/12/2021
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August 29, 2024
This episode features an interview with Jennifer Peters, the Director of DTC, Martech, and Digital Compliance at OLLY. Jennifer has deep expertise in eCommerce and Martech, with extensive experience across marketing, technology and business development. At OLLY, she champions the fusion of technology and marketing for top-notch digital experiences. In this episode, Jennifer emphasizes the importance of fusing technology and marketing to replicate the in-store experience online. She discusses the unique challenges and strategies involved in selling OLLY products, especially new and complex categories like Adaptogens. The conversation also covers how AI is utilized for efficient product replenishment, the critical role of customer feedback in shaping product development, and trends in CX that are reshaping the industry. Tune in for insights on creating exceptional digital experiences and driving customer satisfaction.
August 15, 2024
This episode features an interview with Dr. Eric Trepanier, Chief Strategy & Customer Officer at ODAIA, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales. Eric holds a Doctor of Pharmacy degree and has over 20 years of experience in the industry. He contributes to the overall strategy and growth of ODAIA, leveraging his extensive experience in healthcare, technology, and business operations. And he plays a key role in promoting ODAIA's AI-powered platform, MAPTUAL, which helps pharmaceutical companies prospect, qualify, and engage healthcare professionals (or HCPs). In this episode, Eric explores how ODAIA uses AI and its advanced platform, MAPTUAL, to revolutionize customer engagement in the pharmaceutical industry. He shares insights from his 20+ years of experience in healthcare and business operations, highlighting the importance of personalized customer experiences, the shift from traditional to digital interactions, and the role of customer science. He also delves into how AI and machine learning contribute to better targeting and execution, ultimately facilitating faster access to life-changing treatments for patients.
August 1, 2024
<p>This episode features an interview with Aleks Bass, Chief Product Officer at Typeform, the web-based platform you can use to create anything from surveys to apps, without needing to write a single line of code. Aleks has over 18 years of experience in product marketing, product management and consumer insights in B2B SaaS and D2C. In her current role as Chief Product Officer, she leads product management, design, research, and product operations. Her priority is creating user-centric digital solutions. Aleks has previously held leadership roles at Momentive, Adobe and Qualtrics, which has since been acquired by SAP. In this episode, Aleks shares her insights on how product and product marketing can enhance customer experience. She discusses the importance of aligning product management with consumer insights, the role of design in digital CX, and trends in customer behavior. Aleks elaborates on Typeform's new product, Typeform for Growth, which aims to boost customer acquisition using AI. The conversation also touches on measuring digital customer experience, the balance between automation and human interaction, and the significance of diversity in tech leadership. Finally, Aleks discusses Typeform's future vision of creating a holistic customer experience and the essential role of AI in achieving this goal.</p><p><strong>Quotes</strong></p><p>*”Good design for me in digital CX is intuitive, accessible, and empathetic. But the number one thing it has to absolutely do is be usable. So I prioritize usability over anything that's new, aesthetically pleasing, keeping up with the trends, et cetera. Design's ultimate role is to anticipate user needs and remove friction points from the experience and remove them from having blockages in their ability to do the things that they need to do.”</p><p>*”There is a difference between asking people for feedback and truly understanding what they're saying to you in the context of what their broader pain points are versus asking for feedback and taking that feedback at face value. Because if I don't understand the pain points that you personally experience, I might interpret the feedback that you're giving me differently, and I might not be solving for the true challenge that you are facing. Whereas if I deeply understand a marketer's workflow, what tools they're using, how they're using those tools, the gaps in those current tools, what they wish they could do, how certain tools are not playing nicely with other tools, it allows me to create solutions that are actually much more adaptable to their individual use cases. And so that's the piece within customer centricity, customer experience, and strategy that I feel like is really critical to create better experiences for our customers.”</p><p>*”There's no shortcut in trying to figure out and learn about your customers. You have to do the work and you have to spend the time and you have to engage in the most effective way to get the most insight out of their patterns and pain points and challenges.”</p><p>There's no shortcut in trying to figure out and learn about your customers. You have to do the work and spend the time and to get the most insight”.</p><p>*”A gap in the customer experience is when automation serves the company, not the customer. Automation should ultimately keep people at the center. Yes, it can help companies improve efficiency. I think we all can see the benefits of that. But if it is hurting your customer experience, then that's a negative outcome for your business ultimately.”</p><p><strong>Time Stamps</strong></p><p>[0:01] Meet Aleks Bass, Chief Product Officer at Typeform</p><p>[0:56] Connecting Product Marketing to Customer Experience</p><p>[4:04] Designing for Digital Customer Experience</p><p>[5:44] Trends in Customer Behavior</p><p>[7:03] Introducing Typeform for Growth</p><p>[9:22] Enhancing Lead Generation with AI</p><p>[11:49] Fostering Exceptional Digital Customer Experience</p><p>[27:59] Personalizing Customer Experience</p><p>[33:18] Building Trust and Measuring Success</p><p>[36:55] Balancing Automation and Human Interaction</p><p>[39:22] Positive Customer Experience Examples</p><p>[44:09] The Importance of Diverse Perspectives</p><p>[46:03] Future of Typeform and Technology</p><p><strong>About our guest, Aleks Bass</strong></p><p>Aleks Bass is a product leader with an 18+ year career that includes product management, product marketing, and consumer insights for both B2B SaaS and D2C self-serve products. As the Chief Product Officer at Typeform, she leads product management, design, research, and product operations, steering a talented team to create innovative and user-centered digital solutions. Her role encompasses driving strategic product development from concept to market delivery, shaping the future of digital experiences. She is passionate about transforming ideas into impactful products that enhance the way we interact with data and information. By leveraging AI and expanding their communication formats, she aims to elevate Typeform's offerings and push the boundaries of interactivity within their platform.</p><p>Her prior experience includes product leadership roles with Momentive, where she led a 15-member product organization, with overall responsibility for a product portfolio including SurveyMonkey, Wufoo, SurveyMonkey Apply, and SurveyMonkey Audience, that drove $500M in 2022 revenue. She has also held leadership roles at Adobe, Workfront (acquired by Adobe), Qualtrics (acquired by SAP), and product consulting to three startups – two that were acquired by Google and Walmart, and one that IPO’d. She has had success in building and managing high-performing teams, coordinating cross-functional collaborations, and driving revenue that has included a three-year growth from $10M ARR to >$55M.</p><p><strong>Thank you to our friends</strong></p><p>This podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are <i>prompt, personal, and positive.</i> We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at <a href="http://hgs.cx/">hgs.cx</a>.</p><p><strong>Links</strong></p><p><a href="https://www.linkedin.com/in/aleksbass/">Connect with Aleks on LinkedIn</a></p><p><a href="https://www.typeform.com/">Learn more about Typeform</a></p><p><a href="https://hgs.cx/">Check out HGS</a></p>
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