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Now Brands Talk is a show for leaders who want to close the brand interaction gap and bridge that tricky divide between brands and the people who love them. Our core belief is that brands are only as good as how they interact. To earn favor and build trust, brands must be continuously available, completely consistent, and always helpful, no matter when or where an interaction takes place.
Each episode of Now Brands Talk features a conversation with a trail-blazing leader about connecting people with the brands they love. Join our conversation!
Each episode of Now Brands Talk features a conversation with a trail-blazing leader about connecting people with the brands they love. Join our conversation!
28 Episodes
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As we wrap up Season 1 of Now Brands Talk, we reflect on the main patterns that came up, which are empathy, empowerment, and holistic CX.
Carta’s CRO shares his thoughts on the importance of delivering consistently good CX across the customer journey and why customer success is everyone’s responsibility.
The term “customer experience” has become synonymous with “customer support” and this misconception is at the root of most modern CX problems.
In today’s episode, Colin Chow, Global Managing Partner at TwentyFirstCenturyBrand, joins us to pick apart the “customer experience” so that companies can understand what they need to do to transcend siloes, align brand and CX, and start delivering the kind of VIP experiences that keep customers coming back for more.
Join us as we discuss:
Opportunities to represent the brand
Creating cross functional leadership teams
Misconceptions about customer experience and brand interactions
On September 14, we held our first ever in-person conference in Chicago, and in today’s episode, our host Perri Maxwell Chaikof will share insights from the conversations various CX leaders had about the future of the customer experience.
Join us as we discuss:
Investing in brand experiences
The customer experience vs the customer journey
The power that customer care teams have in an organization
88% of customers believe that brand experiences are just as important as the products and services. If your company isn’t already aligned with the future of customer experience, you’re going to get left behind.
Brian Solis, VP, Global Innovation Evangelist at Salesforce, talks about what the customer experiences of the future look like and what brands can do to start designing them strategically.
We also feature a question from one of our listeners who sent in a question to podcast@ada.support
Join us as we discuss:
Innovating your brand’s interactions
Developing a strategy to create exceptional brand experiences
Why the future of business is experiential
To create a real connection with customers it’s important that you speak their language.
In this episode, Kathie Johnson, Chief Marketing Officer at Talkdesk and Winner of the 2022 Women In CX Technology award, joins us to share how she is bridging the language gap with industry-specific offerings that ensures a better experience for everyone.
We also feature a question from one of our listeners who sent in a question to podcast@ada.support
Join us as we discuss:
Understanding the three phases to verticalization
Getting out of your brand’s echo-chamber
The role of an agent in an organization
Employees having free time doesn’t have to mean there is less productivity in the workplace. When you create resources that free up your employees time, it allows them to focus on higher value projects that in turn have a positive impact on your brand.
In today’s episode, Teresa Anania, SVP of Global Customer Success, Renewals and Customer Experience at Zendesk, joins us to share how Zendesk creates positive customer interactions by placing an emphasis on employee experiences.
We also feature a question from one of our listeners who sent in a question to podcast@ada.support
Join us as we discuss:
Customer support and revenue based KPIs
Empowering employees to focus on higher value services
Providing employees with the right tools to help them grow
Maintaining consistent brand experience can be challenging for companies with different customer segments across multiple channels.
In today’s episode, Andrew Witkin, President of StickerYou, joins us to share how he leverages data to address the needs of the various online and in store customer segments while creating unique brand interactions.
Join us as we discuss:
Leveraging customer data with AI
Consistent brand interactions for both DTC and B2B customers
Creating content for different customer segments
1Dan Manian, CEO and Co-Founder of Donut, talks with us about the importance of human connection for team-building and brand-building, and the powerful role automation plays in making it happen at scale.
Technology plays an important role in a brand’s ability to interact, and close the brand interaction gap.
Nathan Dawson, the Senior Director of IT for Global Customer Care Technologies at Smile Direct Club, has years of hands-on experience assessing, implementing, and managing brand interaction software for the brand.
Join us as we discuss:
How to assess and select the right software for your brand’s needs
Gracefully navigating the perils of change management
Why you need more than one training method
Is customer experience at your company a transaction or a relationship?
In today's episode, Daron Fowlks, VP Global Customer Experience at StubHub, joins us to share his strategies on how to turn fans into customers and his experience building a team of over 200 people from scratch.
Join us as we discuss:
Going “plus 2” for customers
CX leadership
Expressing empathy with customers
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
The way your employees feel about the internal brand is just as important as how you make people outside of your company feel.
In this episode, we speak to Amrita Gurney, Head of Marketing at Float, about brand interactions that can help a company scale.
Join us as we discuss:
Where brands are over and under investing
Aligning your brand’s mission with the internal culture
How technology can close the brand interaction gap
For the past six months, Now Brands Talk hosts Ruth Zive and Perri Chaikof have conducted interviews with CX and marketing leaders to discover what can be done to bridge the brand interaction gap. One thing they always asked the guests is to share their best and worst brand interactions.
For our first milestone episode, Ruth Zive and Perri investigate the common themes that have emerged in both the “best” and “worst” categories.
Join us as we discuss:
Our biggest takeaways from the interviews so far
The common trends for best and worst brand interactions
What this all means for how your brand interacts
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Your brand promise means nothing if you’re not influencing the people who truly drive your brand.
In this episode, Megha Narayan, Head of Marketing at Assembled, joins the show to talk about how the expectations for a brand have changed over the years and a new way to measure a brand’s impact.
Join us as we discuss:
How to enable customer success teams to be brand evangelists
How to measure a brand’s impact
Knowing when your brand is ready to evolve
More information about Megha Narayan and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/meghanarayan/
Company Website: https://www.assembled.com/
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
An ecosystem is a self-sustaining, self-supporting environment. Your content should be an ecosystem.
In this episode, Justin Gonzalez, Global Head of Customer Empowerment at Square, joins the show to talk about marketing/CX alignment and creating a content ecosystem that supports the entire business.
Join us as we discuss:
Eliminating tension between the marketing and CX functions
Redefining content as an ecosystem
The abiding importance of consistency
When friction can create a better experience
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Customer experience is like drinking tequila shots. A couple will increase your happiness, but a dozen will not.
When does brand experience become too much — and therefore detrimental?
In this episode, we hear from Tyler Meema, Director of Client Success at Wealthsimple, about the creation of the client delivery curve framework to track CX equilibrium.
Join us as we discuss:
Brands and diminishing marginal utility
Why automation for the sake of automation is bad
Tracking opposing metrics to ensure equilibrium
Focusing on business outcomes instead of the “surprise and delight” trap
Check out these resources we mentioned during the podcast:
The Effortless Experience by Matthew Dixon
High Output Management by Andrew Grove
Setting the Table by Danny Meyer
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Customer experience and employee experience share the same purpose — to help someone get something done.
And the similarities don’t end there. In fact, there’s a lot that the two can learn from each other.
In this episode, we’re talking to Zach Dunn, VP Customer Experience & Co-Founder at Robin, about the twin worlds of CX and EX.
Join us as we discuss:
The paradigm shift in CX and EX
Leveling up EX in a digital world
The importance of feedback loops
Why delight is overrated
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
How did a brand in a struggling industry pivot away from traditional into digital so successfully within a single year?
In this episode, we speak with Bayley Clark, Head of Customer Experience at AirAsia, about the brand’s incredible digital transformation strategy — made possible by their brand interaction platform.
Join us as we discuss:
Executing digital transformation before and during the pandemic
Principles of proactive communication during automation
A change management strategy based on people
AVA’s ability to be a brand ambassador for AirAsia
Check out these resources we mentioned:
Lonely Planet’s A Year of Festivals
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
We all get that data is important. Where we fail is getting the right data to the people who can use it to make CX decisions.
Today, our newest cohost, Perri Chaikof, Director of Product Marketing at Ada, speaks with Craig Stoss, Senior Program Manager at PartnerHero, about what brands are doing right (and wrong) with their data.
Join us as we discuss:
Why customer data is so important for brands
The three types of data that Craig cares about
What’s preventing brands from using data for better CX
Turning support tickets into retention data
Check out this resource we mentioned:
Customer Experience Leaders Chat
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Positive brand experiences are not only for customers.
How you treat your employees matters just as much — they can be your biggest brand ambassadors!
In this episode, we hear from Anna Skidmore, Vice President, Customer Care at BFA Industries, about the many layers of CX, customer care, and how automation should be a tool to free up more time for human connection.
Join us as we discuss:
Holistic CX and brand consistency
Setting clear brand values
Leveraging data to inform brand strategy
Using automation as a front line for customer experience
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
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