Episode 24: Three Main Takeaways About the Next Chapter of CX

Hear what CX leaders who attended our first ever in-person Ada Interact have to say about what’s next in CX and how brands can prepare.

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Episode 23: Designing the Customer Experiences of the Future

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.

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Episode 22: Bridging the Language Gap with Industry Specific Offerings

Kathie Johnson, Talkdesk’s CMO talks to us about customer obsession, the three stages of verticalization, and why giving agents a single pane of glass matters.

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Episode 21: The Profitability of an Excellent Agent Experience

Teresa Anania, Zendesk’s SVP of Global Customer Success, Renewals, and Customer Experience, shares her thoughts on why companies should emphasize the agent experience to elevate CX and drive better brand outcomes.

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Episode 20: Tailoring Experiences For Different Customer Segments

Andrew Witkin, President of StickerYou, tells us what his company learned about customer behavior, brand consistency, and the value of different channels from opening a retail store after starting out as an exclusively online retailer.

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Episode 19: A Sweet Take on Automation vs Human Connection from Donut’s Co-Founder

Dan 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.

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Episode 18: How to Gracefully Navigate CX Software Change Management

Nathan Dawson, Senior Director of Global Customer Care Technology for SmileDirectClub, shares his thoughts on the link between technology, employee engagement, and customer happiness.

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Episode 17: Why StubHub’s VP of CX Values Simplicity Over Everything

When it comes to customer loyalty, speed and ease are critical. Daron Fowlks, VP and head of global customer experience at StubHub, talks to us about the importance of speed, simplicity, and satisfaction for CX success.

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Episode 16: Brand Interactions That Help Companies Scale

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.

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Episode 15: CX Leaders Share Best and Worst Brand Interactions

In our first milestone episode, Ruth and Perri investigate the common themes that have emerged from asking guests about their best and worst brand interactions.

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Episode 14: How to Measure Brand Impact to Drive Revenue

Investing in your brand is like investing in a 401K. Megha Narayan, Head of Marketing at Assembled, takes us through how the expectations for a brand have changed over the years and a new way to measure a brand’s impact.

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Episode 13: How to Build a Cross-Functional Content Ecosystem

Justin Gonzalez, Global Head of Customer Empowerment at Square, joins the show to talk about marketing/CX alignment, creating a content ecosystem that supports the entire business, and the power of friction.

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Episode 12: Diminishing Marginal Utility: Detrimental CX

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.

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Episode 11: What CX and EX Can Learn From Each Other

Zach leads the strategy for a CX team at a company that offers a platform for EX. He’s ideally positioned to share insights on the parallels between customer experience and employee experience and what these functions can learn from each other.

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Episode 10: Digital Transformation: Before, During, and After

How did a brand in a struggling industry pivot away from traditional into digital so successfully within a single year? Bayley Clark, Head of Customer Experience at AirAsia, talks about the brand’s incredible digital transformation strategy.

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Episode 9: 3 Types of Data for Good CX Decisions

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. Craig Stoss, Senior Program Manager at PartnerHero, talks about what brands are doing right (and wrong) with their data.

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Episode 8: Leveraging Employee Insights For Customer Care

How you treat your employees matters just as much — they can be your biggest brand ambassadors. Anna talks about the many layers of CX, customer care, and how automation should be a tool to free up more time for human connection.

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Episode 7: Building a Community with Authentic Customer Relationships

They buy feelings. One sweater is more or less the same as another, but the feelings that we have when we buy this sweater versus that one are what will start building a customer community. Connor Curran, CEO at Local Laundry, talks about building a community based on authentic, genuine human relationships with customers.

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Episode 6: Creating Tight Alignment Between Sales and Marketing

The whole organization needs to be on the same page, and that goes for marketing and sales in particular. Miguel has cracked the code on creating a tight alignment between these two teams. Listen in to hear what he has to say.

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Episode 5: Tackling Customer Experience Globally, Remotely, and Asynchronously

When your market is the entire globe, you need to look at brand consistency differently. Dave talks about how to determine your North Star that is ubiquitous across all areas, then determine how much latitude teams receive within the boundaries of those core values.

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Episode 4: Fostering Customer Loyalty with Privacy and Personalization

In order to build a sense of trust and grow your customer relationships, you should be crystal clear about your integrity from a privacy perspective. Jed talks about putting in the work to ask the questions, do the unexpected, and go above and beyond to foster long-term consumer loyalty that really pays off.

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Episode 3: How to Build Long-Term Relationships with Customers

In the quest to become the world’s most beloved payments brand, two things are needed: education and relationships. Rob Park talks about the dos and don’ts of building long-term relationships with customers, and the big secret to becoming a beloved brand.

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Episode 2: Reducing Churn: How to Fix a Leaky Bucket

Without an ongoing way to measure churn, you’re hurting your customer experience. Logan talks about building the runway while you’re taking off, being the dentist, and how to develop a proactive approach to customer relationships.

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Episode 1: Scaling CX with Automation and Agents

For rapidly scaling brands, growing pains can make or break the customer experience. No one knows this better than Ben, who had previously scaled the Freshly CX team from less than 20 to nearly 400 people.

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Introducing Ada’s Podcast... Now Brands Talk

At Ada, we talk to brands every day. We also help our clients talk to their customers every day. And now we want to bring you in on those conversations.

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