One-To-One is dedicated to sparking conversation about customer experience as it applies to retail and regulated industries. We sit down with leaders in customer experience to get a unique take on how to best engage with customers to drive sales, reduce churn, and ultimately increase loyalty.
S2 | Ep. #05 | Driving Community Engagement ft. Heros Hockey | One to One Podcast
How Hockey Education Reaching Out Society (HEROS) builds consistent community engagement by creating barrier-free experiences.
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20 Apr 2021
S2 | Ep. #04 | Building Authentic Customer Relationships ft. Matthew Gould | One to One Podcast
How customer-facing teams can get past misalignment and conflict to create stellar CX.
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5 Apr 2021
S2 | Ep. #03 | Why CX is the Ultimate Marketing Tool ft. Rob Assimakopoulos | One to One Podcast
Tune in for an exciting conversation on how a company can become a customer-centric organization and do what’s best for the customer as the way to drive business growth.
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24 Mar 2021
S2 | Ep. #02 | Localizing CX ft. Wendy Drummond | One to One Podcast
How an employee-first mindset results in great CX and how leaders can inspire their teams to serve customers better.
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3 Mar 2021
S2 | Ep. #01 | The State of Enterprise Customer Experience ft. Kristine Chin
Twilio's Kristine Chin joins us on One-to-One and shares some great insights into what CX looks like for large enterprise companies. We talk about how CX plays a role in the new age of customer loyalty and how to ensure stellar CX across a large organization.
To learn more about Twilio: https://www.twilio.com/ (https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbGxSRFo4bVlXTHZzbURpd0hsX1ktSmRvZEY1Z3xBQ3Jtc0trTWt0c1lEdFpXeTFzQ29MM2V6ZTUtOVZhbFhPTk9EcXQxUC1uWmhhOWtaYVRWSEh2dlFub0djUkJmZHdkdlF0MFQ4X3lEY21JeVpwZFhuZExVMGJfSkRRbkdmcW04My1XS192TExCLXZBWjY0Nkp2WQ&q=https%3A%2F%2Fwww.twilio.com%2F)
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12 Jan 2021
S1 | Ep. #11 | How To Build Productive Teams For The Best CX ft. Andre Riley
Arcade's Andre Riley shares some tips on getting employees excited about creating great customer experiences.
Learn more about Arcade: https://arcade.co/ (https://arcade.co/)
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8 Oct 2020
S1 | Ep. #10 | Why Experience Is The New Brand ft. David Kain
David Kain, President of Kain Automotive, explains how experience is the new brand and what that means to modern sales teams.
Learn more about Kain Automotive: https://kain.auto/
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5 Oct 2020
S1 | Ep. #9 | Modernizing The Customer Journey ft. Michelle Denogean
Michelle Denogean, CMO at Roadster, explains how retailers can bring their sales process into the 21st century.
Learn more about Roadster: https://roadster.com/
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16 Sept 2020
S1 | Ep. #8 | Leadership's Role in Customer Experience ft. Ryan Smyth
Ryan Smyth, CFO at Carbon60 Networks, explains the importance of leadership's buy-in and support when it comes to customer-centricity.
Learn more about Carbon60 Networks: https://www.carbon60.com/ (https://www.carbon60.com/)
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5 Aug 2020
S1 | Ep. #7 | Why Customer Loyalty Starts With Data ft. Bryan Pearson
Bryan Pearson, Author, Forbes Contributor, and former CEO of LoyaltyOne, explains the nuances of customer loyalty and what brands can do to get more from their customer base.
Get your copy of Bryan Pearson's Loyalty Leap: https://www.amazon.com/Loyalty-Leap-Customer-Information-Intimacy/dp/0670066346 (https://www.amazon.com/Loyalty-Leap-Customer-Information-Intimacy/dp/0670066346)
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31 Jul 2020
S1 | Ep. #6 | Customer Experience In Product Management ft. Gerd Eberhardt
Gerd Eberhardt, Head of Product Management at NTS Retail, shares some insights on product management's role in retail and how it impacts customer experience.
Learn more about NTS Retail: http://ntsretail.com/statflo (http://ntsretail.com/statflo)
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20 Jul 2020
S1 | Ep. #5 | Fast Tracking Digital Transformation In Telco ft. Adam Baggs
Adam Baggs, CEO of Maplewave, shares insights on what streamlining customer experience means in the context of digitization in the COVID era.
Learn more about Maplewave: http://ntsretail.com/statflo (http://ntsretail.com/statflo)
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30 Apr 2020
S1 | Ep. #4 Pt.2| The State Of Wireless Retail ft. Stacy Hamer
In part two of this special episode, Stacy Hamer, VP of Client Experience at iQmetrix, explains what makes or breaks a leader during a crisis. She also details how her own leadership style has changed as a result of the pandemic.
Learn more about iQmetrix: https://www.iqmetrix.com/ (https://www.iqmetrix.com/)
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22 Apr 2020
S1 | Ep. #4 Pt.1 | The State Of Wireless Retail ft. Stacy Hamer
In part one of this special episode, we chatted with Stacy Hamer, VP of Client Experience at iQmetrix, to get a definitive take on the current and future state of wireless retail. She explained how the crisis will forever change consumer behavior and provided some examples on how wireless retailers should adjust to remain relevant.
Learn more about iQmetrix: https://www.iqmetrix.com/ (https://www.iqmetrix.com/)
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14 Apr 2020
S1 | Ep. #3 Pt.2 | Managing Uncertainty As A Sales Leader ft. David Snyder
In part 2 of this special episode, Dave Snyder, President of Pono Learning, digs into what your employees expect from you as a sales leader and how to maintain a thriving culture despite working from home.
Learn more about Pono Learning: https://www.ponolearning.com/ (https://www.ponolearning.com/)
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9 Apr 2020
S1 | Ep. #3 Pt. 1 | Managing Uncertainty As A Sales Leader ft. David Snyder
In part 1 of this two-part episode of One-to-One, we caught up with Dave Snyder, President of Pono Learning, to get his take on how sales leaders could get through a period of hyper uncertainty. He provided some timely advice on how to effectively lead a sales team, how to not panic, and made a strong case for always doing what's best for the end customer.
Learn more about Pono Learning: https://www.ponolearning.com/ (https://www.ponolearning.com/)
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6 Mar 2020
S1 | Ep. #2 | Putting The Customer First In Wireless Retail ft. Stacy Hamer
Stacy Hamer is the VP of Operations at iQmetrix. She has spent her career in wireless retail. Her passion for customer experience really shines bright in the episode. She gave some great examples of how retailers are getting creative in the competitive telco market, easy ways of going the extra mile for a customer, and explained how to build self-confidence as an up-and-coming telco professional.
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Learn more about Statflo (https://www.statflo.com/).
6 Mar 2020
S1 | Ep. #1 | Why Simplicity In CX Is Important ft. Brice Scheschuk
Brice Scheschuk is the co-founder of Wind Mobile (now Freedom Mobile) - the Canadian equivalent of a telco disrupter like T-Mobile or Metro PCS in the US. After a 10-figure exit, he’s been investing in the innovation ecosystem as a Managing Partner at Globalive. He shares his roller-coaster story of starting Wind Mobile and how he punched above his weight in a stagnant telco market.
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Learn more about Statflo (https://www.statflo.com/).
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