The Account Experience Podcast

The Role of VoC at Amdocs

Adam and Dave are talking with Tzachi Ben-Sasson, Organizational Psychologist and Head of Global Voice of the Customer at Amdocs. Tzachi talks about how he uses WIIFM (What’s in it for me?) to create a better experience for their customers.  The idea is to create win-win situations for all parties participating in the program, including C-suite, account managers, and also customers, who often can be resistant to feedback programs.
Tzachi also goes into the importance of tying revenue to your program;  making sure account managers are bonused on getting feedback and then enacting it to make the difference to show the value for customers.

The One Book That Will Change Your B2B CX Program Forever

Adam is joined by Ian Luck, VP of Marketing at CustomerGauge to talk about the latest book, "The State of Account Experience, B2B NPS and CX Benchmarks Report". In the book you'll not only find industry benchmarks, but you'll also learn actionable tips on measuring feedback, acting on feedback, growing revenue from your program, cultural changes to make it work, and stories from some of the best B2B companies in the game. Download the book for free here: https://customergauge.com/ebook/b2b-nps-and-cx-benchmarks-report

How Rentokil Is Building Their Brand On Exceptional Experience

Adam and Dave are joined by Randolph Carter, Director of Marketing at Rentokil to talk about how Rentokil is building a global brand on experience. 

How SugarCRM is Using Account Experience to Build Customers for Life

Everything SugarCRM does from a strategic planning standpoint if rooted in one question: Will the help us turn this into a customer for life? Today Adam and Dave are talking with Chris Pennington, Chief Customer Officer at SugarCRM to see exactly how they're making that a reality.

Building a World Class Experience Program at DHL Supply Chain

DHL is doing Account Experience right. With 60% contact response rate, over 90% account response rate, and 100% close the loop rate they know a little something about putting processes in place to build a world-class program. In today's episode, Adam and Dave are talking with Markus Engel, VP CDO Performance Management at DHL Supply Chain about how he's been able to achieve this and what's next.

How Just Eat Takeaway.com is Bringing the Restaurant Experience to Home Delivery

Today Adam and Dave are joined by Lucinda Anderson, Commercial Excellence Manager at Just Eat Takeaway.com. Lucinda is going to share how they used customer feedback to revolutionize home food delivery during the past year.

How Sure is Changing the Game in Telecom Experience

There's no harder industry to run an experience program in than perhaps telecom. Everyone and we mean everyone, loves to hate on their telecom provider! But Sure is doing things a little differently to change the experience with their customers. Today Adam and Dave are talking with Charlotte Dunsterville, Chief Consumer Officer at Sure to see how they're doing it.

How SuperOffice CRM is Continuously Improving Their Experience Program

SuperOffice CRM has been running an Account Experience program for over 5 years now. It's part of the reason they were able to secure private equity funding. And keeping employees engaged and excited about growing the program is a huge part of their success. In this episode, Hans Gronsleth is talking with Adam and Dave on how he motivates the front line to continuously improve the program.

3rd Party Cookies And The Increased Need To Focus On Retention

Please welcome season 2 hosts, Adam Dorrell and Dave Barber as they welcome Bob Mcninch to talk about the upcoming changes around 3rd party cookies and what it means for CX professionals.
 

How UX Impacts Customer Experience with Object Edge

Ian and Cary are joined by Kelly Rader, VP of Digital Experience at Object Edge to talk about user experience and how it affects the overall customer experience.