Now Brands Talk

Nov 09 2022 1

Now Brands Talk Podcast artwork

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!

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Season 1 Finale: 3 Themes We Learned from 26 Episodes

Nov 09 2022 8 mins

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.

The Relationship Between Sales and Customer Success

Oct 24 2022 24 mins

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 Crossover Between Brand and Customer Experience

Oct 11 2022 24 mins

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,

3 Main Takeaways About the Next Chapter of CX

Sep 27 2022 10 mins

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 i

Designing the Customer Experience of the Future

Sep 15 2022 36 mins

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

Bridging the Language Gap with Industry Specific Offerings

Aug 30 2022 26 mins

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

The Profitability of an Excellent Agent Experience

Aug 16 2022 24 mins

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 sha

Tailoring Experiences For Different Customer Segments

Aug 02 2022 37 mins

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

A Sweet Take on Automation vs Human Connection

Jul 19 2022 29 mins

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.

How to Gracefully Navigate CX Software Change Management

Jul 05 2022 27 mins

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 soft