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Spamming Zero
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Description
Ever slam zero to get past a shitty customer service robot? What’s with that? We’re a couple of outsiders turned insiders relaying findings from the frontlines and unpacking what it all really means. We talk with some of the most brilliant minds across industries to bring listeners insights, laughs, and a whole lot more.
Flip CEO Brian Schiff and CMO James Gilbert chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch.
From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.
67 Episodes
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We’re hearing a lot these days about finding “that perfect balance” when it comes to AI and humans… and it’s for good reason! We’re at a crossroads of sorts, and it pays to be especially mindful about our strategies moving forward.It’s something Mike Vroom, Senior Director of Customer Service at UNTUCKIT (and beloved Flip customer ;)) has some great insights around. He shares those - this week, on Flip CX’s Spamming Zero podcast. What’s Covered? The Importance of Human Interaction in the AI EraPotential Pitfalls of Over-relying on AIFinding Balance of Online and Brick-and-Mortar ShoppingThe Human Element in Customer ServiceThe Need for Human Management in Tech AdoptionThe Essence of a Brand Beyond CommoditiesAnd more NOTE: This fantastic conversation will be the last episode of SZ you’ll see for a while, as we’re pausing the show for now. We’ve LOVED being able to bring you weekly insights from the best in the biz, and are looking forward to the possibility of season 2… Stay tuned! To check out any and all of our 67 episodes - listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
AI’s evolution is set to warp speed these days, with piles of possibilities for transforming customer service. The trick? Keeping all those AI trends balanced with the timeless power of the human touch. It’s something Maciek Ciolek, CPTO and Co-Founder of Zowie, has some incredible insights around. And he graciously shares them - this week, on Flip CX’s Spamming Zero Podcast. What’s Covered?Maciek’s Take on E-Comm’s Growth and TransformationAI's Potential in Personalized ShoppingHuman Touch: Irreplaceable in E-commerceThe Role of AI Beyond Customer ServiceThe Declining Relevance of FAQsThe Power of Self-LearningAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Gotta’ say - we’re pretty lucky to get to chat with some of the most brilliant folks from around the globe here on Spamming Zero. This week, that’s Lamees Butt - SVP of Global Alliances and Channels at Zoovu. She brings some fresh perspective on the keys to success in E-Comm, and we’re super excited to share it with you. What’s Covered? The Power of Connected Customer ExperiencesE-Commerce Evolution: Beyond B2CAI’s Role in Enhancing Customer CentricityThe Challenge of Online Product SelectionThe Central Role of Emotion in Customer ExperienceEvolution of AI in BusinessThe Hybrid Shopping ExperienceAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Truth: Frontline Workers are the heart of an organization. And y’all - they know a thing or two about what your customers are saying. So, it makes sense to both listen to them and to focus on helping them succeed in whatever ways possible. Right? It’s something that Chris Wallace, Co-Founder + President at InnerView Group, knows a thing or two about. And he graciously shares his insights. This week, on Flip CX’s Spamming Zero podcast. What’s Covered? The importance of storytelling in salesThe role of AI in feedback analysisThe power of frontline insights Encouraging innovation among frontline teams Authentic messaging And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
This week’s ep is all about branding. And, right now there’s no 2 better brains to pick on the subject than Blake Pinsker & Torii Rowe - the power partnership behind DREAMLABS. Take in their top tips - this week, on Flip CX's Spamming Zero podcast.What’s Covered? The power of a data-driven partnershipA peek into DREAMLABS’ playbook Helping brands do more with less AI: The new age copywriter and animatorThe larger impact of AI on creative processesShopify's sidekick: A game-changer for E-Commerce?And a whole lot more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Let’s talk retention strategy. When it comes to bringing customers back again (and again and again), what exactly is the secret? Neal Goyal, Enterprise Team Lead at Tapcart, has some thoughts on that. And he generously shares them - this week, on Flip CX’s Spamming Zero podcast. What’s Covered? How Tapcart approaches and refines their retention strategy The essence of community-driven solutionsThe importance of member interactions over toolsThe role of good customer experience in establishing a community's foundationThe potential pitfalls of new technologyThe importance of understanding the broader tech ecosystemThe need for human management, even with advanced AI toolsAnd moreReady for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Blink, and the world of E-Comm has evolved. Marketplaces have emerged as a transformative force - something Industry Leader Joanna McKenna has some fantastic insights around. She shares them this week, on Flip CX’s Spamming Zero podcast. What’s Covered?The challenges E-Commerce companies face when deciding to branch out into marketplacesThe potential of marketplaces in E-CommerceThe evolution of E-Commerce and the role of traditional retailThe importance of evaluating channel strategy and considering multiple marketplaces to reach a broader consumer baseWhat it takes to stand out in large marketplacesAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
We’re officially at episode 60 of Spamming Zero! (cue the disco ball ;)) So, we brought in extra special guest Chuck Rinker of PRSONAS, who dropped incredible insights around some of our favorite topics. Namely:The intersection of human and digital communicationThe power of emotional connection in brand intimacySelf-expression through avatarsAnd so much more Seriously one of our favorite conversations so far, and we’re so flippin’ excited to share it with you. Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
We interrupt your regularly scheduled Spamming Zero content to bring you… something a little different :) James Gilbert, podcast host and CMO at Flip CX shares some of the exciting details of the first ever Back To The Customer (B2C) Awards - currently underway.Hosted by Flip—in partnership with Kustomer and Aircall—these Awards are all about recognizing, celebrating, and rewarding (like…for real) the best of CX in DTC & E-Commerce. Our 6 esteemed Judges will award the best in 3 categories: Top CX Leaders Frontline MVPs, and Best Brands It’s free, there’s no limit on how many individuals and brands you can submit, and nominations are being accepted NOW. So, listen in for details, or just visit https://www.backtothecustomerawards.com to nominate the incredible CX folks in your network.
When you think of AI, “empathy” might not be the first word that pops into your head. Our guest this week is on a mission to change that. Lisa Popovici is Co-founder and CMO at Siena AI, and a huge believer in the combined power of humans and AI. She shares some fantastic insights—and a whole lot of actionable advice—on Episode 58 of Flip CX’s Spamming Zero podcast. What’s Covered? A bit about Lisa’s background Siena AI’s what, why, and how - in a nutshell Humanizing the Internet: the 3 innovations brands should be adopting AI’s role in helping humans reach their potentialHow Siena AI addresses fear around automation Flip, Marry, Kill - CX StyleA small experience that left a big impression on Lisa And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Successful collaboration can sometimes feel like an impossibility… especially so when there are HUGE changes happening in an organization. So, when we come across a leader who’s doing it—and doing it really well—we pick their brain. Bret Simpson, Director of Strategic Initiatives at Inkbox, is one such person. And we’re so glad he agreed to share his insights this week - on Flip CX’s Spamming Zero podcast. What’s Covered? Bret’s background (including his current guilty pleasure) High-level POV: How Inkbox approaches collaborationThe Andon Cord method & why Bret believes in it The key to cross-functional communication Our expert’s outline for their weekly Scrum meeting Lessons learned in Inkbox’s new collaboration with Walmart Keeping audience front of mind Flip, Marry, Kill: E-Comm styleAn experience that wowed BretAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
The world of Generative AI is crazy exciting—yes— and also… just plain crazy. SO much evolution happening right now! We’d be pretty surprised if your brand's NOT concerned about the security and ethics around it.Which is why we’re talking all about it with Daniel Rodriguez, CMO at Simplr and our guest this week. On Flip CX’s Spamming Zero Podcast. What’s Covered? A bit about SimplrThe happy medium between AI and humanWhat brands need to be keeping top of mindThe 3 must-haves in order to trust the Generative AI you put in front of customersSome fascinating use cases Flip, Marry, Kill - CX styleThe #1 thing to stop doing to your customersAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
What do pro figure-skating and customer experience have in common? A lot, actually. Just ask Alex Collis, Senior Director of Operations at Princess Polly - one of the fastest growing E-Comm brands in the world.Alex has incorporated her unique (and ridiculously impressive) background into her current CX role, and she shares a whole lot of spectacular advice for others in the space. This week, on Flip CX’s Spamming Zero Podcast. What’s Covered? Alex’s background in professional ice-skating & what it’s taught herChallenges in shifting careers + how Alex conquered them Biggest contributors to Princess Polly’s extraordinary growth Walking the line between giving your customers what they want & remaining profitable Alex’s top piece of advice for other E-Comm brands Flip, Marry, Kill - CX Style What’s next for Alex? An experience that floored our guest And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Words matter. It's not news to anyone, but our language, our delivery, the tools we use to communicate - all of that has a LOT of power when it comes to building (or destroying) trust with customers. It’s something that Connor McComb, Team Leader of CX @ SSENSE, is incredibly passionate about. And he shares some brilliant advice around it - this week, on Flip CX’s Spamming Zero Podcast. What’s Covered? Connor’s background and why he’s so passionate about breaking down language barriers in CXOur expert’s hot take on AI and its role in all thisTop 3 mistakes orgs make around language + how to avoid themBest ways to incorporate language consistency across the entire orgThe gap between the macro and the true human response Flip, Marry, Kill - the customer experience editionSimplifying language + examples of how SSENSE has succeeded in this An experience that has stuck with Connor (Hint: He’s also a moonlighting musician)And moreReady for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
You pride yourself on keeping up to date with the latest and greatest, so riddle me this: Why are you still using the playbook for Email & SMS from 10-20 years ago? It’s a question Sendlane’s CEO & Founder Jimmy Kim is pretty passionate about. And he offers some great advice on how you can implement the best of today’s strategies - this week, on Flip CX’s Spamming Zero Podcast. What’s Covered? Jimmy’s primary source of inspiration Innovative strategies from some of Sendlane’s customers Some of the issues with the current approach to Email & SMS What’s killing your marketing efforts & how you can fix thatThe evolution of email + how to avoid spam traps and blacklists Getting rid of the tech stackOne of Jimmy’s most memorable brand experiences And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Let’s dive right in and address the elephant in the call center… Is the phone channel dying? Director of CX at 3Z Brands Zach Gentry has mixed thoughts on the subject, and he provides some pretty fantastic food for thought. This week, on Flip CX’s Spamming Zero Podcast. What’s Covered? A bit about Zach’s background in retailWhy our expert isn’t a huge fan of the phone Top suggestions for improving phone as a channel Predictions on where phone—and automation around it—are headed Accessibility for all customers Creating more empathy in your CX Examples of brands who are balancing their channels beautifully And moreReady for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
There’s no doubt about it… Streamlined, clear, effective communications in Marketing Ops is an ART.Full stop. So, it only made sense that we track down a true artist on the subject to share her brilliant know-how with our listeners. Brandi Starr is COO at Tegrita, Podcast Host of Revenue Rehab, an International Best-Selling Author, and our honored guest this week on Spamming Zero. What’s Covered?A bit about Brandi’s 23 years in digital marketing The right infrastructure to successfully communicate with customers How to tackle the issues when technologies are NOT communicating Identifying vendors with the right “stickiness”What B2B and DTC can learn from each otherVOC & Managing customer expectations in a streamlined journey Non-negotiable: having cross departmental buy in How our expert incorporates journey mapping And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
It’s our 50th episode of Spamming Zero, so we figured we'd make a statement - a fashion statement, that is ;) Thrilled to have Yevgeniya (YAY) Yushkova, Founder of Yushkova Design Inc. and guest-host Kristina Keene on to talk top tips for fashion brands, sustainability, longevity, and so much more. This week, on Spamming Zero. What’s Covered? A bit about YAY’s backgroundFashion brands that are doing phenomenal work todayThe importance of sustainability (and who is nailing this)The inspiration behind some of YAY’s collectionsTop tips for E-Commerce brands who want to be timelessChanneling creativity into your CXProviding a more personal touch to the shopping experience YAY’s thoughts on influencer marketing And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Man, there’s a lot of noise out there right now! When it comes to your CX strategy, it can be overwhelming to know what’s best for YOUR brand - and following the crowd is oh so tempting…Resist! At least, that’s what OneSkin’s Customer Experience and Support Manager Jessica-Rose Garcia passionately suggests. She joins us to talk CX, automation, employee training, and more. This week, on Flip CX’s Spamming Zero. What’s Covered? A bit about Jessica’s background in CXHer hot take around automation and AIFinding solutions for YOUR org’s particular pain pointsOur guest’s thoughts re phone as a channelThe importance of keeping accessibility in mind Flip, Marry, Kill - CX style Personal experiences that have wowed JessicaAnd more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
Here on Spamming Zero, we’re all about the power of perspective and unique experience. And that’s precisely what you’ll get in this week’s episode, with Darren Vader. Not only is Darren Founder of The Christmas Light Emporium (and a master of incorporating automation to streamline his business), but he’s also a music producer with fascinating insights to share. And you might be surprised how very much Ecomm and the world of music production have in common. What’s Covered? Darren’s unique background Top tips for other small biz Ecomm brands Advice for those who are hesitant about automation CX lens: working with music artists with particular tastes Successfully meshing two worlds - being an artist & working with artists Songwriting challenges - and who Darren believes are the all-time best Thoughts on artists like Taylor Swift, Adam Levine, Ryan Tedder, Sharron Vaughn An Everest experience that changed Darren’s life And more Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube, Casted, Apple Podcast, or Google podcasts.
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