Podcast
GigCX Decoded
Hosted by Limitless · ENGLISH
The GigCX Decoded podcast delves into the world of gig-based customer service. Hear from customer experience (CX) leaders at the forefront of GigCX. You’ll learn about key trends, its impact on the customer experience, and success stories from the brands leveraging its power today.
23episodes
Episodes
Newest firstAll episodes
Balancing Generative AI with the need for humans in CX, with Kate Bradley Chernis
Nov 14, 202300:41:10Tap to summarizeIn this episode, we speak with Kate Bradley Chernis, founder and CEO of Lately.AI, a lead-gen social selling platform that learns any brand or employee voice, takes all of their content, and turns it into targeted, effective social media posts.Kate is a former rock 'n' roll DJ and award-winning radio producer, engineer and voice talent with 25 years of national broadcast communications, brand-building, sales and marketing expertise. What she learned in radio about the neuroscience of music helps fuel Lately's artificial intelligence.In this interview, Kate shares insights on how businesses should integrate AI technology into the customer experience, including the challenges business leaders can expect to face.She also shares how businesses can balance the benefits of automation with the importance of maintaining a human touch in their customer interactions.Finally, Kate also gives her view on Generative AI, whether it’s ready to be used in CX, and where it falls short in terms of providing customer support.
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Scaling customer success, with Jay Nathan
Oct 24, 202300:30:37Tap to summarizeIn this episode, we speak with Jay Nathan is the Executive Vice President and Chief Customer Officer at Higher Logic, an online community software platform that helps companies engage, retain, and grow their customers.He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers.Jay has over 20 years of experience in the software industry and has held leadership roles at prominent technology companies, such as Blackbaud and PeopleMatter.He’s also the author of a weekly newsletter and the co-host of the Gain Grow Retain podcast.In this interview, Jay speaks about the rise of the customer success discipline in the CX industry and how it differs from traditional customer support.He shares tips on what CX leaders can do to change the way they think about customer success so they can fully grasp what it is and how to implement it correctly in their organizations.Jay discusses the most important things CX leaders need to keep in mind when looking to scale customer success.Finally, Jay and Chris discuss how brand advocates (GigCX Experts) play a role in scaling customer success, and the massive benefits of using GigCX Experts bring to the customer, the brand, and the advocates themselves.
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Finding the perfect fit for GigCX in the customer journey, with Sue Morris
Sep 26, 202300:28:20Tap to summarizeIn this episode, we speak with Sue Morris, Vice President of Users and Product Operations at Google.Sue has an illustrious career, spanning many organizations over many territories, including Vodafone, Microsoft, Github, and Google.In this interview, Sue dives into her CX career, shares how she views GigCX, and the approach she took to implement GigCX during her time at Microsoft and Github, and her efforts to bring it to Google as well.She also talks about the biggest challenges affecting the CX industry, and how GigCX is solving some of those challenges.Finally, she offers her time-tested advice for organizations looking to move all or part of the CX operations to a GigCX model.
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Experience Management within a GigCX Model, with Aimee Lucas
Jun 20, 202300:35:26Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Aimee Lucas, Director of Client Experience at Moss Adams.Aimee has over two decades of experience improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives.She is an experienced global public speaker and trainer, and regularly writes on a variety of experience management topics on LinkedIn, CustomerThink, CXPA blog, and XM Institute blog.In this interview, Aimee shares what Experience Management is, how it differs from CX, and how organizations can leverage it to improve the overall customer experience.She also shares her view how how Experience Management fits into the GigCX model, and how companies can activate promoters to become active participants in the customer journey.She highlights several benefits of leveraging brand advocates in a GigCX model, including, gaining amazing learning opportunities from your most loyal customer advocates.Finally, she shares why it's important for companies to be thinking about how they can bring to brand advocates the information they need so they can demonstrate the right behaviors to create more customers like them. This includes helping them feel valued and important, preparing them appropriately to handle various customer service situations, and rewarding them fairly for the work they do.
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Creating and sustaining a focus on customer experience, with Ian Golding
Jun 6, 202300:38:15Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Ian Golding, CEO and Founder of Customer Experience Consultancy.Ian is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works – businesses like BT, Pfizer, Thomson Reuters and Cisco – for are as customer focused as possibleHe was recognized in 2021 as Customer Experience Magazine's Top CX Influencer. A founder and inaugural board member of the Customer Experience Professionals Association (CXPA), he is an Executive Director and Ambassador for The Customer Institute and the Director for The Chartered Institute of Marketing (CIM)'s course on customer experience management.In this interview, Ian shares what it means for an organization to be focused on the customer experience, and claims that most companies haven't truly changed their mindset from being product-focused to customer-focused.Ian talks about the difference between customer service and customer experience, claiming that service is just one element of the experience you deliver to customers, and that customer experience is the representation of everything a company does for customers.He also discusses the role of technology (including AI) in the customer experience, and how companies can leverage it in the right way to improve the customer experience. He shares how brand advocates can play a role in developing longer, deeper, human relationships with customers over time.
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How GigCX is your competitive advantage, with David Avrin
May 25, 202300:40:25Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with David Avrin, one of the most in-demand Customer Experience speakers and consultants in the world today.David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. He is also the author of five books, and his insights have been featured in thousands of media outlets around the world.In this interview, David shares how CX can serve as a competitive advantage for businesses, and why business leaders don’t see CX as an opportunity to create a competitive advantage.David outlines some ways CX leaders can design the customer experience to be a competitive advantage in the market.Finally, David shares how leveraging brand advocates in your CX can play a role in creating a competitive advantage.
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Cultivating Empathy in CX, with Natalie Petouhoff
May 9, 202300:49:26Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Natalie Petouhoff, a leader in the CX space.Natalie is a Wall Street Journal Best-Selling Author, Speaker, Board Member, Expert In Residence, and a Strategist in AI, CX and EX. She cowrote Empathy in Action and has a massive amount of industry experience, including the time she spent as an analyst and consultant.In this interview, Natalie shares what "empathy in action" really means, what it looks like in real-world scenarios, and why many organizations get it wrong.She also discusses why most businesses view customer service as a cost center, why it's hard to change that mindset, and what it's going to take to change to a "cost savings, revenue generating" mindset.Finally, she shares why she loves GigCX and how it can help organizations in their journey to cultivate empathy in the customer experience.
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Designing a Customer-Centric Culture in a Gig Crowd
Apr 25, 202300:24:15Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Annette Franz, a leader in the CX space.Annette is the founder and CEO of CX Journey Inc., a company ushering in the new wave of customer-centric businesses. An author and in-demand speaker, Annette uses the lessons of her nearly three decades of experience to inspire readers and audiences, daring them to elevate the game for their organizations and themselves.In this interview, Annette shares what it means to be a customer-centric organization, with customers at the heart of everything you do.She also sheds light on the difference between being "customer focused" and "customer centric," highlights the characteristics of a customer-centric business, and outlines the value of being customer-centric.Annette and Chris, the host of the podcast, discuss how they see brand advocates - or GigCX Experts - playing a role in creating a customer-centric organization.
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Emotional Intelligence: The Future of CX, with Claire Beatty and Ginger Conlon
Apr 12, 202300:24:03Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Claire Beatty and Ginger Conlon from Genesys.Claire is Senior Director of Thought Leadership at Genesys, and Ginger is Thought Leadership Director at Genesys.In this interview, Claire and Ginger share how the convergence of four big factors are affecting the CX industry:The rapidly changing nature of customer expectations around quality customer service.How organizations are struggling to meet these new customer expectations, innovating at the speed they need.How access to talent and high employee turnover continue to be a challenge for businesses.And how the use of AI in customer support continues to evolve.They also discuss how GigCX benefits organizations, specifically, how it provides a really good way for businesses to have flexibility and scalability, without growing the cost base.Finally, they share their thoughts on the future of work, and cite a study they completed with MIT Technology Review called Customer Experience and the Future of Work.The study found that 94% of CX leaders believe brand advocacy and specialized product knowledge will increase over the next couple of years. It also found that the same percentage of CX leaders also expect to hire more CX employees with emotional intelligence and listening and interpersonal skills.They drew a comparison to how GigCX workers already meet this need of having deep product knowledge, being brand advocates, and having inherent emotional intelligence as users of the products and services themselves.
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Setting yourself up for success with GigCX, with Jackie Craver
Mar 27, 202300:33:13Tap to summarizeIn this episode of the GigCX Decoded podcast, we speak with Jackie Craver, Vice President of Community Support at Zwift.Jackie is a senior leader with extensive operations experience and reputation for building and developing high-performing teams. She's a change champion and is considered a highly creative visionary.In this interview, Jackie shares how Zwift's explosive growth and the need to scale quickly led the brand to choose to use GigCX in its customer service organization.She emphasizes the importance of overcoming the mental leap to embrace a new way of doing things, and how to develop confidence within the organization that GigCX will benefit the brand.Jackie also shares the incredible business results Zwift has experienced by implementing GigCX, and how it views the future of GigCX in its organization.Finally, she shares advice for other CX leaders considering GigCX, including ways to start small, gain small wins, and build confidence among business leaders.
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