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This week, we had the pleasure of speaking with Stephanie Ouellet, the Customer Experience Manager at Earth Rated, a leading brand in the pet industry known for their eco-friendly dog waste bags and dispensers. Our conversation delved into how Earth Rated has built a customer-centric culture from the ground up, the challenges of scaling a personalized customer experience, and the innovative ways they're leveraging customer insights to drive product innovation and delight their customers. Here are the key takeaways from our discussion:

Hey there, product folks and data enthusiasts! We recently had the pleasure of chatting with Meytal Markman, VP of Product at Rakuten Advertising. Meytal has been in the affiliate marketing game for over 15 years, and she's got some fascinating insights on how to use data to drive product decisions in this unique corner of the digital marketing world. Here’s just some of our awesome conversation:

Happy Monday, people - We recently had the pleasure of chatting with Ibrahim Bashir, VP of Product Management at Amplitude. Ibrahim's got quite the resume - from launching the first Kindle Fire at Amazon to helping take Twitter public, and now leading product strategy at one of the top analytics platforms out there. Oh, and did we mention he's running for local office in his spare time? Talk about a superachiever!

Last week we had a conversation with Nir Kalish, who leads Customer Success at Nimble, a company specializing in AI-powered web scraping. Nir's journey to his current role is as unique as his approach to CS. Here's what we learned:

In today's fast-paced, customer-centric business landscape, support leaders are increasingly turning to data and AI to drive efficiency, uncover insights, and deliver exceptional experiences. We had the pleasure of speaking with Nicole Brown, Head of Customer Care at GotPhoto.com, a leading volume photography platform. Our conversation explored Nicole's philosophy on the strategic role of support, her approach to leveraging data and AI to empower her team, and her tips for getting started with AI even on a small scale. Here are the key takeaways from our discussion:

When it comes to getting ahold of customer feedback, the first few channels that come to mind are usually surveys or even just product review pages. But it’s impossible for these two outlets alone to offer a holistic view of what ALL customers think. Every feedback channel is different. And this makes understanding the full scope of your customers pretty tough. But if you can find a way to look at feedback from every channel using one unified view, it makes this task a whole lot easier. So let’s do exactly this for Elf Cosmetics.

Hey there - happy Wednesday! We recently had the pleasure of chatting with Happy Luther, a veteran CX leader who's steered customer success ships at tech giants like LinkedIn and Salesforce, as well as growth-stage companies like Cleverbridge. Happy's got some fascinating insights on how to build a truly customer-centric organization, leverage data to drive decisions, and align cross-functional teams around customer outcomes. Let’s dive in:

This week, we had the pleasure of speaking with Aidan Parisian, the former Chief Customer Officer at Fastpath, a leading provider of access control and risk management solutions that was recently acquired by Delinea. Our conversation delved into Aidan's unique perspective on the evolving role of customer success, the importance of aligning product and CX efforts, and the critical role that data plays in driving revenue growth. Here are the key takeaways from our discussion:

Instead of settling on your brand’s value proposition on your own, why not let the customer decide for you? You can guess that the problem is, it’s hard to know what actually matters to customers and whether or not you’re meeting those needs. Unless you look at customer feedback. And I don’t mean simply reading over a couple of reviews — I mean taking all the feedback you’ve gotten over the years and looking at it holistically to get the full picture. But that’s not easy to do, right? So let's do it for you.

Research has shown that a singular bad review can deter over 22% of potential customers from buying from your company. And tons of customers leave bad reviews when they have a singular bad experience, or if they felt the employees or customer service agents were rude, or even if delivery was a bit slower than expected. But so many brands overlook the importance of customer experience when it comes to unlocking new opportunities to boost revenue. Reformation is the perfect example of a brand that has products people love, but a customer experience people aren’t too happy with.

As artificial intelligence continues to reshape the technology landscape, even established fields like data analytics are experiencing profound transformations. We had the pleasure of speaking with Dr. Michael Flaxman, Head of Product at Heavy AI, a company that has spent the last decade pioneering big data analytics solutions and is now at the forefront of integrating AI into their platform. Our conversation explored the challenges and opportunities of bringing conversational AI to enterprise analytics, balancing accuracy with usability, and the evolving expectations of users in an AI-powered world. Here are the key takeaways from our discussion:

In the competitive world of consumer tech, delivering an exceptional customer experience can be the key differentiator between rapid growth and stagnation. We had the pleasure of speaking with Rich Donnellan, Head of Customer Experience at Aro, a startup on a mission to help families prioritize real-world connections over screen time. Our conversation explored how Rich and his team use customer insights to refine their product, shape their marketing strategy, and fuel sustainable growth. Here are the key takeaways from our discussion: