Converge Coffee - Episodes Tagged with “Cx”

Episode 148: How Focusing on Strategic Growth Offer Solutions in Plain Sight and Improves Experiences

Sean Sullivan — Fri, 27 Oct 2023 10:15:00 -0400

In this episode, Sean sits down with Bruno Pesec, corporate consultant, co-author of Augmented Strategy, and doctorate student in organizational change. They dive into why Bruno started on his consulting practice and why he branded himself instead of a company name. They go deeper into his experience on what the two important levers for strategic growth. Bruno gives some great insights on how companies grow but how leaders can foster growth. Bruno gives examples of how he helps leaders find growth opportunities in plain sight. Bruno gets deep on how he has fostered his own growth from his inquisitive mind, his parents, and his love for martial arts.
More About Bruno. https://www.linkedin.com/in/pesec/

Episode 147: How Architecting Better Data Models and Building Better Customer Experience Cadences Drastically Improves Churn

Sean Sullivan — Fri, 27 Oct 2023 10:00:00 -0400

In this episode, Sean sits down with Sharon Park, CEO and President at Sage Digi. They dive into why Sharon started Sage Digi after many years at Google. They go deeper into her experience on how to architect a full funnel advertising strategy for B2B companies. Sharon gives some great insights on how data alignment and cleanliness are key. Sharon gives examples of how she uses those solid CX principles that helped reduce her own company churn from 35% to 5%. Sharon gets deep on her focus on self transform and how that plays into her different life facets.
More About Sharon. https://www.linkedin.com/in/presidentsharon/

Episode 146: Why is Understanding the Research and Development Process is Essential for the Customer Experience

Sean Sullivan — Fri, 13 Oct 2023 10:00:00 -0400

In this episode, Sean sits down with Dr. Soum Rakshit, Co-Founder & CEO of award-winning sexual health company, MysteryVibe. They dive into why Soum started MysteryVibe. They go deeper into his experience from having a biomedical background and a PhD and how journey to starting MysteryVibe. Soum gives some great insights on how long the R&D process is and how distribution is the easy part in medical product releases. Soum gives wonderful tech examples of his own products and some tech giants. His tone gives off an astute yet inquisitive feeling. Soum gets deep on his love for his son, travel, and exploring the city.
More About Soum. https://www.linkedin.com/in/soum/

Episode 144: How Using Revenue Operations Strategies Improves Customer Experience

Sean Sullivan — Fri, 29 Sep 2023 10:00:00 -0400

In this episode, Sean sits down with Eddie Reynolds, Founder and CEO of Union Square Consulting. They dive into why Eddie started Union Square Consulting. They go deeper into his experience at Salesforce and Rev Ops views catapulted his success. Eddie gives some great insights on moving what to look for in scaling a company and reducing churn. His tone gives off an astute knowledge on how strategy and technical bridge together. Eddie gets deep on his love of math and how is childhood passions came about today.
More About Eddie. https://www.linkedin.com/in/edwardreynolds/

Episode 142: How Building Journey Orchestrations Creates Better Customer Experiences

Sean Sullivan — Fri, 18 Aug 2023 10:00:00 -0400

In this episode, Sean sits down with Annette Franz, founder and CEO of CX Journey Inc. They dive into why Annette started CX Journey and her +30 years of CX experience. They go deeper into her thoughts on customer expansion and retention. Annette gives some great insights on journey orchestration and how marketers can leverage this. Her tone gives off a jovial, astute knowledge on creating great customer experiences. Annette gets deep on why loves routines, her 90s bodybuilding days, any why/how she gets out of the office to recharge.
More About Annette. https://www.linkedin.com/in/annette-franz/

Episode 140: Why Taking a Buyer's Journey Perspective Enhances Customer Experiences and Decreases Churn

Sean Sullivan — Fri, 16 Jun 2023 10:00:00 -0400

In this episode, Sean sits down with Farzad Rashidi, lead innovator at Respona, the link-building outreach platform that helps businesses increase their organic traffic from Google. They dive into why Farzad started Respona from his work at Visma. They go deeper into his process to build an in house software. Farzad gives some great insights on how to develop great customer experiences from understanding your buyer's journey. His constant approach to test and reiterate helped Respona figure out effective product led motions and adoptions. His tone gives off a helpful, fun tone on creating great customer experiences. Farzad gets deep on why he does digital detoxes and hikes to help bring better creativity.
More About Farzad. https://www.linkedin.com/in/farzadrashidi/

Episode 139: What Can a Bunch of Guys in Togas Teach Us about Leadership

Sean Sullivan — Fri, 09 Jun 2023 10:00:00 -0400

In this episode, Erik Deckers sits down with his friend, Scott Monty, a strategic communications and leadership coach who works with C-suite executives. They discuss the problems leaders are having today, and what they're doing right. They also talk about how Scott's degree in Classics help him train better leaders. And he gives insights on how history has carried the same lessons throughout history to leader after leader.
More about Scott. https://www.linkedin.com/in/scottmonty/

Episode 138: Why Enabling Your Team to be Subject Matter Experts Creates Great Customer Experiences

Sean Sullivan — Fri, 28 Apr 2023 10:00:00 -0400

In this episode, Sean sits down with Patti Mara, author of UpSolutions and business coach. They dive into why Patti wrote UpSolutions and her passion for locally owned businesses. They go deeper into her years of experience. Patti gives some great insights on aspects of great customer experience. Her experience in pharma lays out why customer experience is so vital to company's success. Her tone gives off a helpful, fun tone on creating great customer experiences. Patti gets deep on why she local communities. She even sheds light on how she recoups spending time with her family, friends, and animals (horses).
More About Patti. https://www.linkedin.com/in/pattimara

Episode 136: How to Remove Bias to get Good, Actionable Customer Experience Data

Sean Sullivan — Fri, 14 Apr 2023 10:00:00 -0400

In this episode, Sean sits down with Evan Klein, founder and president of Satrix Solutions. They dive into why Evan started Satrix Solutions and why he was obsessed with customer experience (CX). They go deeper into his years experience facilitating customer expansion and retention. Evan gives some great insights his approach with culture, good data, and acting on feedback. His company's differentiator removes confirmation bias allowing companies capturing reliable data. His tone gives off a helpful, humble tone on creating great customer experiences. Evan gets deep on how was hard wired from birth on his obsession with great CX. He even gives insight on personal view and how he recharges to sustain his CX passion.
More About Evan. https://www.linkedin.com/in/evanbklein/

Episode 88: How Leaders Should View the Digital Workplace

Sean Sullivan — Fri, 19 Mar 2021 09:00:00 -0400

In this episode, Sean sits down with Neil Miller, host of The Digital Workplace. They dive into why Neil started The Digital Workplace and lessons learned from guests. They go deeper into how why digital meetings are the most pressing need for companies today. Neil shares insights from over 150 podcast episodes and how companies should view work productivity. Neil's deep understanding of mindset gives a unique perspective on workforce being about human beings and how to scale that without being robotic.

More About Neil. https://www.linkedin.com/in/neilamiller/

Episode 84: Building Great Podcast Engagement Through Customer Experience and Community

Sean Sullivan — Fri, 04 Dec 2020 11:00:00 -0500

In this episode, Sean sits down with Jen Edds, Head Broad in Charge of The Brassy Broadcasting Company. They dive into why Jen started her podcasting company. They go deeper into what is the epicenter for podcasting engagement - building conversations and community. Jen shares wonderful examples of when she started out and her experiences with Beauty and the Gi. Jen also gives great examples of how to build your podcasting audience. Jen's personality leaps out of the sound while helping her clients find the success in the simplest things. Her love to provide the best customer experience shows her love to help others to find their voice.

More About Jen. https://www.linkedin.com/in/jen-edds-470351b/

Episode 83: How Small Pivots Make Huge Impacts

Sean Sullivan — Fri, 04 Dec 2020 10:45:00 -0500

In this episode, Sean sits down with Bryan Kramer, co-founder of H2H Companies. They dive into why Bryan co-founded H2H Companies and came up with the H2H Model. They go deeper into how make small changes can make a huge impact on your business. Bryan illustrates great examples on some great analogies. Bryan provides great insight on how he cultivated a wonderful customer experience through his own experiences. Bryan also gives some interesting examples of his own life and why he came up with the H2H Model. This model has helped numerous business owners see and create the right focuses for success.

More About Bryan. https://www.linkedin.com/in/bryanjkramer

Episode 82: Creating Great Customer Experiences to Drive Industries Out of the Ashes

Sean Sullivan — Fri, 04 Dec 2020 10:30:00 -0500

In this episode, Sean sits down with Thor Wood, CEO and co-founder of SnapShyft. They dive into why Thor co-founded SnapShyft. They go deeper into how his company works on balancing a great customer experience with a two sided market - restaurant owners and workers. Thor provides a lot of great stats on the labor force and forecasts how restaurants have pivoted and will continue to pivot with COVID. Thor also gives some interesting insight on how restaurants will be coming out of the ashes stronger.

More About Thor. https://www.linkedin.com/in/thorwood/

Episode 81: How to Build Customer Experience in a Slow to Change Industry

Sean Sullivan — Fri, 04 Dec 2020 10:15:00 -0500

In this episode, Sean sits down with Jeff Wraley, founder of Groundwork. They dive into why Jeff started Groundwork and his journey to lead to creating the company. They go deeper into how he built a solid customer experience through product and strategy and the steps to get to a strong MVP. Jeff talks about his entrepreneurial mindset on to constantly improve the product for his customers. Jeff also gives some interesting insight how contractor industries were impacted with COVID.

More About Jeff. https://www.linkedin.com/in/jeffwraley/

Episode 80: Why You Need to Burn the Boats

Sean Sullivan — Fri, 04 Dec 2020 10:00:00 -0500

In this episode, Sean sits down with Lorraine Ball, founder of Roundpeg. They dive into how Lorraine started her business by going all in and not straddling the fence. They go deeper into how her mindset helped improve customer experience by going on all with one company and burning other things that distract you from the end goal. Lorraine talks about success pivots and how to upsell. Lorraine also gives some interesting insight how she built her business by building a strong community.

More About Lorraine. https://www.linkedin.com/in/lorraineball/

Episode 77: How Digital Transformation Helps See Clear in Blurry Times

Sean Sullivan — Fri, 04 Dec 2020 09:15:00 -0500

In this episode, Sean sits down with Douglas Karr, founder of Martech Zone and VP/Partner at HighBridge. They dive into why Doug goes by Douglas and not Doug on his online and social accounts. Fun Fact: It's all about SEO! They talk about how has business changed for his companies and clients. Douglas talks about what digital transformation is and how his company has been focusing on business problems with specific marketing needs. They go deeper how the business landscape has changed drastically since COVID. And they talk about why this happening showed where we needed to accelerate based on on previous data on what customers actually wanted. Douglas also gives some great insight on the Salesforce marketplace landscape, how to rejigger projects to optimize for growth, and a little about him and why he loves what he does, about his hobbies, and why health has been so important to him.

Shouts out to:
Jenn Lisak - https://www.linkedin.com/in/jennlisak/
Daniel Pink - https://www.linkedin.com/in/danielpink/

More about Douglas. https://linkedin.com/in/douglaskarr

Episode 76: Evolve to Grow - Not Remaining Complacent

Sean Sullivan — Fri, 04 Dec 2020 09:00:00 -0500

In this episode, Sean sits down with Tristan Wright, founder of Evolve to Grow. They dive into how Tristan's career path on how he ended up starting Evolve to Grow. NOTE: There are some cool insights from his journey. They go deeper into how messaging and customer experience scaled his business. Tristan also gives some great insight on how to remain viable in good and rough times.

More About Tristan. https://www.linkedin.com/in/tristandwright/