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CX Coffee Chat: Brewing a community of CX leaders, one episode at a time.
E16: Beyond Retention: Epos Now's Playbook for Customer-Centric Growth
In today’s fast-paced business environment, operational efficiency is crucial for success, especially for scaling companies. As organizations grow, the complexities of operations multiply, making it essential to streamline processes and ensure that every function works in harmony. In this blog post, we’ll explore insights from Ismail, the VP of Operations at Epos Now, a software provider dedicated to serving small to medium-sized businesses.
21 Oct 2025
E15: The Trusted Face: How Implementation Shapes Customer Experience at Payhawk
In this episode of the CX Coffee Chat, host Matthew Kettell speaks with Martin Jürgen Reindl, the Director of Implementation Management at Payhawk. They discuss the evolution of customer experience in the FinTech sector, the importance of implementation in ensuring customer success, and how Payhawk has adapted its approach as it has grown. Martin shares insights on building trust with customers, the role of AI in enhancing customer success, and his leadership philosophy centered around empowerment and transparency.
1 Oct 2025
E14: Beyond Retention: Yotpo's Playbok for Customer-Centric Growth
In this conversation, Ally, the Director of Customer Success at Yotpo, shares insights into the evolving landscape of customer success, particularly in the e-commerce sector. She discusses the importance of tailoring customer success strategies to different client needs, balancing personalization with scalability, and leveraging data and AI to enhance customer engagement. Ally also highlights the challenges of scaling customer success teams and the significance of understanding the voice of the customer in product development. Looking ahead, she emphasizes the need for customer success teams to adapt to industry changes and focus on delivering real value to clients.
9 Sept 2025
E13: How Quip Disrupted a Category - and Shaped a New Wave of Innovative Products with So&So
In this episode of the CX Coffee Check, host Rob Hamblett interviews Simon Enever, founder and former CEO of Quip, who shares his journey from industrial designer to entrepreneur. Simon discusses the pivotal moments in Quip's growth, the importance of customer feedback in product development, and the challenges of competing with legacy brands. He also introduces his new venture, So&So, and offers valuable advice for aspiring entrepreneurs.
10 Jul 2025
E12: Copy Trading and Crowdsourced Portfolios: How dub is making Investing Accessible to Everyone
In this episode of CX Coffee Chat, host Dan Marini speaks with Brett Chereskin, COO of Dub, about his journey from military service to the tech industry, the innovative features of Dub's copy trading platform, and the challenges and strategies involved in scaling a startup. Brett shares insights on customer experience, the importance of community in fintech, and how Dub aims to democratize investing for everyday Americans.
25 Jun 2025
E11: Scaling Culture Without Breaking It: How Pleo Preserves Purpose in Hypergrowth
Matthew Kettell interviews Craig Jackson, Director of Customer Success at Pleo, about scaling company culture during hypergrowth, emphasizing team building and AI's role in customer success.
2 Apr 2025
E10: How Octopus Energy Puts Customers at the Heart of the Energy Revolution: AI, Tech & the Power of Kraken
In this episode of the CX Coffee Chat, Matthew Kettell speaks with James Doyle, Director of Operations at Octopus Energy (Octopus Energy Deutschland) about the company's remarkable growth and its commitment to customer-centricity. James shares insights into how Octopus Energy has embedded a customer-first culture throughout the organization, the role of technology and AI in enhancing customer experience, and the challenges and innovations facing the energy sector. He emphasizes the importance of trust and transparency in building customer relationships and offers advice for other leaders looking to foster a customer-centric environment.
18 Mar 2025
E9: Balancing Quality & Cost: Outsourcing's True Role in Refurbed's Success Story
In this episode of CX Coffee Chat, host Giovana Dragone speaks with Sara Pettinari, BPO Strategic Lead at Refurbed, about the company's mission to make refurbished products the new normal. They discuss the crucial role of outsourcing in Refurbed's growth strategy, address common misconceptions about outsourcing, and explore the impact of AI on customer service. Sara shares her challenges and achievements in managing BPO partnerships, offers advice for startups considering outsourcing, and emphasizes the importance of sustainability in customer operations. The conversation concludes with insights on networking and staying connected in the industry.
27 Jan 2025
E8: Empathy, AI, & Cultural Adaptability: Impress's Sales Strategies for Consistent Quality and KPIs
In this episode of the CX Coffee Chat, host Daniel Guardans speaks with Federico Floridi, Head of Inside Sales at Impress. They discuss Federico's career journey, the dynamics of working in a startup environment, and the importance of flexibility and adaptability in sales roles. The conversation delves into maintaining sales quality across different regions, the balance between sales and post-sales teams, and the significance of empathy in sales, especially in the healthcare sector. They also explore the role of AI in enhancing customer service and the importance of KPIs in measuring success. Federico shares valuable advice for embracing change in 2025.
1 Oct 2024
E7: Boosting Efficiency in Fintech: How Nomad Leverages Data-Drive CX and Fraud Prevention
In this episode, we sit down with Rafael Lichtenecker, Director of Operations, Customer Experience, and Risk and Fraud at Nomad.
He discusses his journey and responsibilities at the company. He shares key initiatives that have impacted Nomad, strategies for operational efficiency and exceptional customer experience, proactive measures to mitigate risk and prevent fraud, fostering a customer-centric culture, and the tools and technologies that have improved operations and CX strategies.
He also talks about the future trends in the digital nomad and remote work industry and gives advice to aspiring professionals in operations, CX, and risk management.
Tune in to hear all about it!
4 Sept 2024
E6: From Amazon to Skyscanner: Vidya's Journey in Shaping Customer Experience
In this episode of CX Coffee Chat, join us as Daniel, EMEA Business Director at The Nest by Concentrix, sits down with Vidya Murali, the innovative Scale-Up Strategy Expert. Vidya, who has led strategic initiatives at industry giants like Amazon and Deliveroo and is now making waves at Skyscanner, shares her expertise on the intricacies of scaling businesses.
Dive into a conversation about turning high-level strategies into actionable plans, harnessing cutting-edge technology, and the essential role of empathetic leadership in driving innovation.
Plus, get an exclusive sneak peek into her forthcoming book, How to Thrive in a Scale-Up Business, where she reveals strategies for navigating the complexities of growth, enhancing customer experiences, and making a significant impact in the tech landscape.
Tune in for a compelling discussion that merges visionary insights with practical execution, and be inspired by Vidya’s approach to thriving in today’s dynamic business world.
1 Aug 2024
E5: Customer Success in the Automotive Industry with Carvolution
In this episode of the CX Coffee Chat, we sit down with Jonas Hager, Head of Sales and Customer Success at Carvolution. Jonas shares his journey from studying business administration and working in UX design consultancy to leading sales and customer success at Carvolution, a Swiss startup offering car subscriptions.
Jonas discusses the shift from theoretical consultancy work to hands-on product management, emphasizing the importance of customer experience in a competitive market. He highlights Carvolution’s approach to managing growth, from manual processes to sophisticated tech solutions, and leveraging AI for improved customer interactions.
The conversation covers the role of personal interactions in a digital-first sales approach, the significance of continuous customer relationship management, and strategies for ensuring customer satisfaction.
Tune in for the whole story!
17 Jun 2024
E4: Breaking Boundaries in Global Hiring with WorkMotion
In this episode of the CX Coffee Chat, Tim, Global Business Director at Concentrix, sits down with Engy Kamal, newly appointed Director of Operations at WorkMotion.
Engy shares her journey from being the Head of Customer Experience to her current role, highlighting the transformative impact of remote work on her career and WorkMotion’s innovative solutions. WorkMotion, a Berlin-based startup, enables companies to hire and onboard employees remotely across the globe.
Engy delves into the company’s strategies for building and managing a diverse, multinational team, particularly in Egypt, and the importance of personalized, compliant customer experiences. She discusses her background in pharmacy and operations, her passion for remote work, and how WorkMotion supports both clients and talents with tailored solutions. Engy also touches on the company’s key metrics for success, the role of AI in improving customer service, and the future of remote work.
Tune in for the whole story!
15 May 2024
E3: The Art of Customer Retention: Lessons from Komoot's Success
In this episode of CX Coffee Chat, Tim Kirchner interviews Nouran Smogluk, Director of User and Partner Success at Komoot, a navigation and route planning app.
They discuss topics such as user retention, brand loyalty, innovation, and the future of customer support. Nouran shares insights on how Komoot focuses on creating an amazing product to keep users engaged and coming back. They also discuss the integration of AI in customer support and the importance of culture and vision in building a successful team.
Overall, the conversation highlights the challenges and strategies involved in managing customer support in a growing tech company.
Tune in for the whole story!
In this episode, we highlight Linnar Schwarz, COO of Candis, a Berlin-based company specializing in financial process automation.
Linnar discusses his evolution from early employee to COO and explores Candis's growth strategy. He underscores the pivotal role of the COO in driving revenue growth and outlines how a customer advisory board shapes product development.
We also delve into Candis's strategic decision to remove incentive schemes and Linnar's personal challenges overseeing rapid expansion as COO.
Tune in for the full story!
25 Mar 2024
E1: Cultivating A Culturally Relevant Customer Experience at MAZA
In this episode, we explore MAZA's customer experience strategy, focusing on the importance of cultural relevance in conjunction with technological advancements and trust-building initiatives.
Laura Morales, MAZA's Senior Member Experience Manager, shares insights into the company's approach to CX, emphasizing the significance of understanding and meeting the unique needs of the Latino community in the United States. From leveraging AI tools to empowering customer support agents as brand advocates, MAZA prioritizes authenticity and simplicity in its interactions with customers.
Listen in to find out more!
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Spotify
5.0 / 5
7 ratings
Podcast Authority Score: 26 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
28
Social presence
0
YouTube
0
Engagement
60
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