Podcast Episodes

[Step by Step] How to Build Sustainable CX and Avoid Burnout?

Customer support and burnout often co-exist in an organization. How do you prevent burnout and have sustainable CX, while running one of the most pre…

5 years, 5 months ago

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[Step by Step] How Does CX Address Modern Customer Expectations?

Customer Experience is about anticipating needs. For Native shoes, leading with their values helps them to do just that. Their brand promise - to liv…

5 years, 5 months ago

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[Step by Step] How Does CX Drive Lifetime Value? (feat. Melanie Travis, CEO at Andie Swim)

How do you scale truly personal customer experiences? One-to-one CX takes time, talent, and experience. But when you train your customers to be your …

5 years, 5 months ago

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[Step by Step] How to Move From a Contact Center to a Revenue Center?

Step by Step continues with Episode 2!

"Selling is Good Service" says Kate Showalter. She should know - Kate is the Senior Director for Customer Serv…

5 years, 5 months ago

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[Step by Step] How Do We Evolve from Customer Support to Customer Experience?

Welcome to Step by Step Season 3 by Future Commerce, presented by Gladly. This season of Step by Step is all about customer experience. Consumers ha…

5 years, 5 months ago

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Content is King, Channel is Queen, feat. Michelle Grant, Salesforce

Episode 183

Who is Michelle Grant?

Michelle got her start studying the retail industry in 2015 with Euromonitor, focusing on overall global strategy. She starte…

5 years, 6 months ago

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The Magic of Logistics? Data and Optimization, feat. Jason Murray, Co-Founder and CEO of Shipium

Episode 182

Shipping is extraordinarily complicated

Shipium helps businesses by providing the tech behind the complicated processes of shipping to consumers.Jason…

5 years, 6 months ago

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There's a Nerd For That - Farfetch, Instacart, and Connecting Shoppable Experiences

Episode 181

We discuss digital shopping experiences, their experimental evolution, Instacart, CARLY brands, and more. 

The New DIY

DIY used to have a connotation o…

5 years, 6 months ago

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The New DIY: Retail Opportunity in the Passion Economy

Today we acquire skills online, and those skills shape our purchasing habits. Our newest report dives deep into the Passion Economy, and the era of "…

5 years, 6 months ago

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“I Wouldn’t Allow Our Business to Become Dependent on One Channel" feat. Damian Soong, Co-Founder and CEO of Form Nutrition

Episode 180

Damian Soong, co-founder and CEO of Form Nutrition joins us to talk about Form and building a B-Corp brand that serves a wide audience.

The New DIY

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5 years, 6 months ago

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