It’s something Mike Vroom, Senior Director of Customer Service at UNTUCKIT (and beloved Flip customer ;)) has some great insights around. He shares those - this week, on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• The Importance of Human Interaction in the AI Era
• Potential Pitfalls of Over-relying on AI
• Finding Balance of Online and Brick-and-Mortar Shopping
• The Human Element in Customer Service
• The Need for Human Management in Tech Adoption
• The Essence of a Brand Beyond Commodities
• And more 

NOTE: This fantastic conversation will be the last episode of SZ you’ll see for a while, as we’re pausing the show for now. We’ve LOVED being able to bring you weekly insights from the best in the biz, and are looking forward to the possibility of season 2… Stay tuned! 

To check out any and all of our 67 episodes - listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

It’s something Maciek Ciolek, CPTO and Co-Founder of Zowie, has some incredible insights around. And he graciously shares them - this week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered?

• Maciek’s Take on E-Comm’s Growth and Transformation
• AI's Potential in Personalized Shopping
• Human Touch: Irreplaceable in E-commerce
• The Role of AI Beyond Customer Service
• The Declining Relevance of FAQs
• The Power of Self-Learning
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

This week, that’s Lamees Butt - SVP of Global Alliances and Channels at Zoovu. She brings some fresh perspective on the keys to success in E-Comm, and we’re super excited to share it with you. 

What’s Covered? 

• The Power of Connected Customer Experiences
• E-Commerce Evolution: Beyond B2C
• AI’s Role in Enhancing Customer Centricity
• The Challenge of Online Product Selection
• The Central Role of Emotion in Customer Experience
• Evolution of AI in Business
• The Hybrid Shopping Experience
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

So, it makes sense to both listen to them and to focus on helping them succeed in whatever ways possible. Right? 

It’s something that Chris Wallace, Co-Founder + President at InnerView Group, knows a thing or two about. And he graciously shares his insights. This week, on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• The importance of storytelling in sales
• The role of AI in feedback analysis
• The power of frontline insights 
• Encouraging innovation among frontline teams 
• Authentic messaging 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

What’s Covered? 

• The power of a data-driven partnership
• A peek into DREAMLABS’ playbook 
• Helping brands do more with less 
• AI: The new age copywriter and animator
• The larger impact of AI on creative processes
• Shopify's sidekick: A game-changer for E-Commerce?
• And a whole lot more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Neal Goyal, Enterprise Team Lead at Tapcart, has some thoughts on that. And he generously shares them - this week, on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• How Tapcart approaches and refines their retention strategy 
• The essence of community-driven solutions
• The importance of member interactions over tools
• The role of good customer experience in establishing a community's foundation
• The potential pitfalls of new technology
• The importance of understanding the broader tech ecosystem
• The need for human management, even with advanced AI tools
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

What’s Covered?

• The challenges E-Commerce companies face when deciding to branch out into marketplaces
• The potential of marketplaces in E-Commerce
• The evolution of E-Commerce and the role of traditional retail
• The importance of evaluating channel strategy and considering multiple marketplaces to reach a broader consumer base
• What it takes to stand out in large marketplaces
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

So, we brought in extra special guest Chuck Rinker of PRSONAS, who dropped incredible insights around some of our favorite topics. Namely:

• The intersection of human and digital communication
• The power of emotional connection in brand intimacy
• Self-expression through avatars
• And so much more 

Seriously one of our favorite conversations so far, and we’re so flippin’ excited to share it with you. 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

James Gilbert, podcast host and CMO at Flip CX shares some of the exciting details of the first ever Back To The Customer (B2C) Awards - currently underway.

Hosted by Flip—in partnership with Kustomer and Aircall—these Awards are all about recognizing, celebrating, and rewarding (like…for real) the best of CX in DTC & E-Commerce. Our 6 esteemed Judges will award the best in 3 categories: 

1. Top CX Leaders 
2. Frontline MVPs, and 
3. Best Brands 

It’s free, there’s no limit on how many individuals and brands you can submit, and nominations are being accepted NOW.  So, listen in for details, or just visit https://www.backtothecustomerawards.com to nominate the  incredible CX folks in your network.

Lisa Popovici is Co-founder and CMO at Siena AI, and a huge believer in the combined power of humans and AI. She shares some fantastic insights—and a whole lot of actionable advice—on Episode 58 of Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• A bit about Lisa’s background 
• Siena AI’s what, why, and how - in a nutshell 
• Humanizing the Internet: the 3 innovations brands should be adopting 
• AI’s role in helping humans reach their potential
• How Siena AI addresses fear around automation 
• Flip, Marry, Kill - CX Style
• A small experience that left a big impression on Lisa
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

So, when we come across a leader who’s doing it—and doing it really well—we pick their brain.

Bret Simpson, Director of Strategic Initiatives at Inkbox, is one such person. And we’re so glad he agreed to share his insights this week - on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• Bret’s background (including his current guilty pleasure) 
• High-level POV: How Inkbox approaches collaboration
• The Andon Cord method & why Bret believes in it 
• The key to cross-functional communication 
• Our expert’s outline for their weekly Scrum meeting 
• Lessons learned in Inkbox’s new collaboration with Walmart 
• Keeping audience front of mind 
• Flip, Marry, Kill: E-Comm style
• An experience that wowed Bret
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

SO much evolution happening right now! We’d be pretty surprised if your brand's NOT concerned about the security and ethics around it.

Which is why we’re talking all about it with Daniel Rodriguez, CMO at Simplr and our guest this week. On Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• A bit about Simplr
• The happy medium between AI and human
• What brands need to be keeping top of mind
• The 3 must-haves in order to trust the  Generative AI you put in front of customers
• Some fascinating use cases 
• Flip, Marry, Kill - CX style
• The #1 thing to stop doing to your customers
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Just ask Alex Collis, Senior Director of Operations at Princess Polly - one of the fastest growing E-Comm brands in the world.

Alex has incorporated her unique (and ridiculously impressive) background into her current CX role, and she shares a whole lot of spectacular advice for others in the space. This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Alex’s background in professional ice-skating & what it’s taught her
• Challenges in shifting careers + how Alex conquered them 
• Biggest contributors to Princess Polly’s extraordinary growth 
• Walking the line between giving your customers what they want & remaining profitable 
• Alex’s top piece of advice for other E-Comm brands 
• Flip, Marry, Kill - CX Style 
• What’s next for Alex? 
• An experience that floored our guest 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

It's not news to anyone, but our language, our delivery, the tools we use to communicate - all of that has a LOT of power when it comes to building (or destroying) trust with customers. 

It’s something that Connor McComb, Team Leader of CX @ SSENSE, is incredibly passionate about. And he shares some brilliant advice around it - this week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Connor’s background and why he’s so passionate about breaking down language barriers in CX
• Our expert’s hot take on AI and its role in all this
• Top 3 mistakes orgs make around language + how to avoid them
• Best ways to incorporate language consistency across the entire org
• The gap between the macro and the true human response 
• Flip, Marry, Kill - the customer experience edition
• Simplifying language + examples of how SSENSE has succeeded in this 
• An experience that has stuck with Connor (Hint: He’s also a moonlighting musician)
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

It’s a question Sendlane’s CEO & Founder Jimmy Kim is pretty passionate about. And he offers some great advice on how you can implement the best of today’s strategies - this week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Jimmy’s primary source of inspiration 
• Innovative strategies from some of Sendlane’s customers 
• Some of the issues with the current approach to Email & SMS 
• What’s killing your marketing efforts & how you can fix that
• The evolution of email + how to avoid spam traps and blacklists 
• Getting rid of the tech stack
• One of Jimmy’s most memorable brand experiences 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Is the phone channel dying? 

Director of CX at 3Z Brands Zach Gentry has mixed thoughts on the subject, and he provides some pretty fantastic food for thought. This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• A bit about Zach’s background in retail
• Why our expert isn’t a huge fan of the phone 
• Top suggestions for improving phone as a channel 
• Predictions on where phone—and automation around it—are headed 
• Accessibility for all customers 
• Creating more empathy in your CX 
• Examples of brands who are balancing their channels beautifully 
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Full stop. 

So, it only made sense that we track down a true artist on the subject to share her brilliant know-how with our listeners.  

Brandi Starr is COO at Tegrita, Podcast Host of Revenue Rehab, an International Best-Selling Author, and our honored guest this week on Spamming Zero. 

What’s Covered?

• A bit about Brandi’s 23 years in digital marketing 
• The right infrastructure to successfully communicate with customers 
• How to tackle the issues when technologies are NOT communicating 
• Identifying vendors with the right “stickiness”
• What B2B and DTC can learn from each other
• VOC & Managing customer expectations in a streamlined journey 
• Non-negotiable: having cross departmental buy in 
• How our expert incorporates journey mapping 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Thrilled to have Yevgeniya (YAY) Yushkova, Founder of Yushkova Design Inc. and guest-host Kristina Keene on to talk top tips for fashion brands, sustainability, longevity, and so much more. This week, on Spamming Zero. 

What’s Covered? 

• A bit about YAY’s background
• Fashion brands that are doing phenomenal work today
• The importance of sustainability (and who is nailing this)
• The inspiration behind some of YAY’s collections
• Top tips for E-Commerce brands who want to be timeless
• Channeling creativity into your CX
• Providing a more personal touch to the shopping experience 
• YAY’s thoughts on influencer marketing 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Resist! At least, that’s what OneSkin’s Customer Experience and Support Manager Jessica-Rose Garcia passionately suggests. She joins us to talk CX, automation, employee training, and more. This week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• A bit about Jessica’s background in CX
• Her hot take around automation and AI
• Finding solutions for YOUR org’s particular pain points
• Our guest’s thoughts re phone as a channel
• The importance of keeping accessibility in mind 
• Flip, Marry, Kill - CX style 
• Personal experiences that have wowed Jessica
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Not only is Darren Founder of The Christmas Light Emporium (and a master of incorporating automation to streamline his business), but he’s also a music producer with fascinating insights to share. And you might be surprised how very much Ecomm and the world of music production have in common. 

What’s Covered? 

• Darren’s unique background 
• Top tips for other small biz Ecomm brands 
• Advice for those who are hesitant about automation 
• CX lens: working with music artists with particular tastes 
• Successfully meshing two worlds - being an artist & working with artists 
• Songwriting challenges - and who Darren believes are the all-time best 
• Thoughts on artists like Taylor Swift, Adam Levine, Ryan Tedder, Sharron Vaughn 
• An Everest experience that changed Darren’s life 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

In fact, he’s blazing a better trail in the CX Consulting world.

And, he shares a whole lot of fiery insights and fantastic tips—all while rocking a snazzy bowtie—this week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• Justin’s background & why he founded Metric Sherpa
• Some of the issues of working with “traditional” CX analysts 
• Technology: an incredible enabler when you’re rooted in people and process 
• Justin’s hot take on the term “customer experience” 
• Top tips for nixing the “fluffy” CX and making it super actionable 
• The value of consulting 
• Power in community - specifically CX Accelerator 
• What Justin loves and hates about AI right now 
• A personal experience that wowed our guest 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Rob Dwyer, VP of Customer Engagement at Happitu and Host of the Next In Queue podcast, joins our own James Gilbert to talk top tips around training agents, engaging customers, and rocking your CX. This week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• What Rob has learned while hosting the “Next In Queue” Podcast
• How his career journey led him to CX 
• The “dirty secret” about training contact center agents
• The most broken part of customer service
• Rob’s hot take on AI
• Top tips for CS pros 
• Contact Center to C-Suite: Getting buyin 
• Rockstars, Failed Bands, Star Wars 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

But, as it turns out, not everyone thinks it’s the answer when it comes to customer experience. Like Jillianne Estevez, Customer Experience Manager at Last Crumb and our honored guest this week on Spamming Zero. 

What’s Covered? 

• A bit about Jillianne’s background 
• What it takes to get CX buy-in at a small startup 
• The foundation for Jillianne’s argument against AI taking over ALL the things 
• Human and AI collaboration 
• What makes the CX at Last Crumb unique 
• Jillianne’s advice to DTC brands trying to build a strong CX strategy 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

So, it’s surprising that so many orgs are still somewhat stumped as to the best ways to utilize it. Particularly when it comes to CX. 

It’s something that data expert Sami Nuwar has noticed throughout his impressive career, and he shares some fantastic solutions - this week, on Spamming Zero. 

What’s Covered? 

• Some of Sami’s biggest learnings from his time at Medallia
• Top tips to create action with your data 
• Diving deeper into the education factor
• Sami’s hot take around AI
• Personal experience that wowed our data expert 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

But, real talk: If you’re considering building a community, you better make sure you lay a solid foundation for it. 

If not? Well... is it even worth creating? 

It’s a topic that Mercer Smith, VP of CX Insights and Community at PartnerHero, tackles head on. And, she offers some pretty brilliant advice - this week, on Flip CX’s Spamming Zero Podcast.

What’s Covered? 

• A bit about Mercer’s 2 decades in CX 
• How she built the Wistia community from scratch 
• Mercer’s hot takes on CX right now
• Top Tips for preparing to build a community 
• Intertwining customer experience and community 
• The service recovery paradox
• Liquid Death, hair dye, punk bands
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

We got to sit down for a chat with a CMO and a VC—two of the best in the biz—and it's a conversation we can’t wait to share.

Magnolia Bakery CMO Eddie Revis, and RSE Ventures CIO Uday Ahuja join us - this week, on Flip CX’s Spamming Zero.

What’s Covered? 

• A bit of background on both
• From an Investment perspective: How eComm orgs should think about brand
• Uday’s Blueprint for Success, for D2C brands 
• Keeping a fundamental focus on the customer 
• Measuring brand equity 
• Eddie’s best advice for other D2C brands 
• The operational side of CX
• For service providers: avoiding the “Black Box Solution” 
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Salina Ferrow, Founder of Contribution Consulting, makes a solid case for doing precisely that. 

And she offers top tips on how to get started. This week, on Flip CX’s Spamming Zero podcast. 

What’s Covered? 

• A bit of background on Salina’s 30+ years in customer service
• Defining this new mindset and why it’s necessary to adopt it
• Top tips for making the shift happen in your org 
• The rising generation + today’s preferred channels 
• Having a vision AND clearly communicating that vision across functions 
• Contact Centers = Data (much of which is currently underutilized) 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Her official title is Head of CX at Feastables, but Jess is also co-host & co-creator of the Oopsie Podcast, co-founder of a design studio, and a CX consultant. Essentially, she operates on, in her words, “complete psychopath mode at all times.” 

Hey - if psychopath mode is what works for her, sign us up!  

Jess sat down with our own James Gilbert to share why she believes Customer Experience is much, much more than just support - along with a handful of other fantastic hot takes. And you won’t want to miss them. 

This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Jess, in a nutshell
• The massive importance of brand experience 
• A focus on—you guessed it—community 
• Biggest challenges in developing super strong CX
• Embracing AI and automation
• The need to iterate, pretty constantly 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on YouTube,  Casted, Apple Podcast, or Google podcasts.

Alex Mead is an Executive Leader of Global Customer Service Experience, and brings with him a boatload of incredible know-how. 

He sat down with our own James Gilbert to discuss all things Customer Service Experience (don’t you dare just call it CX), and served up some fantastic food for thought. This week, on Flip CX’s Spamming Zero. 

What’s Covered? 

• Re Chat GPT and AI: slow down
• Alex’s “EPIC” and “TIME” Frameworks for success
• Placing a focus on contextual 
• Golden moments: what they really are and how to achieve them 
• Top tips for AI vendors 
• The value of a partner ecosystem 
• A new way to look at channels 
• CX versus Customer Service Experience 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

As a Customer Support Operations Expert and Product Marketing Manager at Ultimate, Hosam brought stellar insights to the conversation, and it felt like an old friend giving us the inside scoop. 

Naturally, we’re bringing that straight to you. On Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Looking ahead: Hosam’s predictions for customer support teams 
• How the new wave of AI tech is making its mark in the CS space
• Revisiting “nice to have”s versus “must have”s in today’s economy 
• Your customers’ true channels of choice 
• Hosam’s take on CS as a feature to your product - not a department 
• What it really means to be community led 
• Products & Revenue: trends and patterns Hosam has seen
• CX & retention as a primary business focus 
• Utilizing the insights that come out of CS 
• Choosing your tools wisely   
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing this last episode he recorded, to make sure the powerful words he lived by are heard. 

In this conversation, Jack spoke with Director of CX at Jaxxon Caela Castillo, all about the human interactions you have with your agents and that they—in turn—have with your customers. 

What was covered? 

• Peak season prep + taking a step back to slow down 
• Caela’s role at JAXXON, and how she became the CX leader she is today 
• Finding the perfect balance of BOTH Human Interactions & AI Solutions
• How agents can get more personal - for the better
• Using your best judgment with a customer 
• Talking to your CX agents, so they’re ready to talk to customers 
• Best practices when it comes to performance check-ins 
• The future of JAXXON
• And more 

 Ready for more Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

What’s Covered? 

• Tom’s background: a lifetime (for real) in the call center industry 
• Our guest’s take on the evolution of CX & why it matters so much 
• The future of Customer Experience 
• The AI Revolution 
• Surviving the cuts: making sure BPO is still a part of the plan and still a strategy play
• How brands can be innovative in building community, with self-serve in mind 
• Community + what value-led first looks like from a brand perspective
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

What’s covered? 

• What specifically has made Chat successful so far
• Billy’s take on how the industry is going to evolve over the next couple of years
• The thought process behind how Signals approached Chat 
• Fine tuning top of funnel pipeline generation for B2B companies
• The role Chat plays in cutting costs 
• Still necessary: making actual humans available  
• In what ways SMS and Chat complement (and butt heads with) each other 
• The power of Brand in your Chat
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Kate Kane, Director of Customer Success at Hunt A Killer, has had—and continues to have—a spectacular career in CX for D2C. She shares her wisdom - this week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Kate’s awesome contributions to D2C brands over the years 
• What the boom of E-Comm brands was like for Kate and her teams
• How to create true fans with your CX 
• Kate’s take on the current AI revolution 
• Voice automation: where it started, where it’s at, and the possibilities ahead 
• Top achievements Kate is most proud of 
• Advice: keeping things in the CS fun, AND how to best manage in a crisis
• What D2C brands should keep top of mind this year 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Jack passed away suddenly this past Christmas Eve. With the permission and encouragement of his loved ones, we’re sharing the two episodes he filmed for what was going to be called our “Back To The Customer” series. 

In this first episode, Jack spoke with Ben Bradley, Senior Manager of E-commerce at Frances Valentine - all about building a career in CX. Something Jack was passionate about. 

What was covered? 

• Keeping the customer first and foremost in our minds 
• How brand loyalty feeds into creating a career in CX
• Favorite ways to celebrate wins 
• Working with other teams, and making CX’s value known 
• The idea of CX as a “stepping stone” 
• Money where your mouth is: making CX salaries more attractive 
• Defining moments in both of their careers 
• Hiring: what personal attributes are being looked for in CX? 
• And more 

 Ready for more Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

We got to chat with Josh Basile, Community Manager at accessiBe, who graciously shared his story and his awesome perspective around how the right tech—particularly in the voice channel—can help orgs elevate accessibility for customers. 

And trust us - you’ll want to hear every word of the episode.  This week, on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Josh’s story: how he came to be an advocate for accessibility 
• Why so many brands are missing the mark (and how to change that)
• Accessibility best practices + Josh’s recommendation for first steps to take
• How to win the most loyal customers in the world (for real)
• The power of voice, and why your org should be utilizing it
• Josh’s best—and worst—experiences dealing with brands online 
• And more 

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

And that’s precisely what Spamming Zero hosts Brian Schiff and James Gilbert discuss this week. They talk metrics from the past year, predictions for the year ahead, and a whole lot more - on Flip CX’s Spamming Zero Podcast. 

What’s Covered? 

• Hot findings from top research reports on CX 
• What surveys can and can NOT tell us
• Consumer sentiment today
• The value of ‘crawl, walk, run’ in your CX strategy
• 2022’s economic downturn + how investing in automation can help 
• What customer lifetime value really means (and why it matters so much) 
• Customer service trends to look for in 2023
• Our hosts’ top recommendations to focus on moving forward 
• And more 

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

He sat down with Brian Schiff and James Gilbert to share what going funky has done for his career and what it can do for all you orgs out there - this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Why Nemanja decided to lean all the way into funky marketing 
• The trap of doing things the way they’ve always been done 
• Unique ideas Nemanja has brought to the table + results seen
• Keeping things simple & repurposing content 
• The value-add-first approach 
• Data + Creativity = killer combo 
• Nemanja’s thoughts around automation in marketing
• And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Breanna Moreno, VP of CX at True Classic, has made a successful career of doing this very thing. And she shares her wisdom, this week on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Working smarter, not harder 
• Breanna’s 3 Core Pillars
• Peak Season Prep
• How to proactively support your customers AND employees
• Measuring impact
• Primary methods (and points along the journey) that generate revenue 
• The value of digging into reviews 
• Best practices for motivating your CS agents
• The necessity for automation AND available human interaction 
• And more 

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

A good place to start? An honest conversation on the subject. And that’s precisely what we got to have with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Why customer experience matters to Jeremy 
• Top 3 creative ways brands should listen, outside of surveying 
• Upselling trends and how to weave those into workflow
• Peak Season for D2C brands: top tips 
• Empowering customer service agents on the frontlines 
• Speech Analytics and the power of Voice 
• Generational trends 
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

We’re joined by Assistant Professor of Marketing at Emory University – Goizueta Business School and CLV Expert, Daniel McCarthy, who brings a whole lot of fascinating thoughts to the table. 

What’s Covered? 

• How Dan got into CLV - and the key lessons he’s learned so far
• Our expert’s take on automation as it relates to customer service
• Helping brands adopt new metrics
• Starting with the basics - crawl, walk, run 
• Getting buy in: what these metrics mean to today’s investors
• Historical measurement & forward predictions
• Avoiding “bad profits”
• Understanding the drivers behind the data
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

BG Weiss, CRO at Thankful, is an expert on this very topic. He brings real talk around the power of authenticity and a positive mindset when it comes to your brand. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

-       The power of honest interactions

-       How to encourage real talk from your team 

-       Authentic EX --> Authentic CX 

-       The relationship between brand and culture 

-       Making your mission statement more than words on a page 

-       BG’s take on the industry – then, now, and next 

-       Real talk around quick implementation of automation 

-       A winning mindset for Peak Season

-       And more 

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

That’s why we sat down with Liza Landsman, General Partner at New Enterprise Associates (NEA) to get a first-hand perspective from one of the best VCs out there. She serves up some fantastically straightforward answers—100% BS free—just the way we like ‘em. 

What’s Covered? 

·      Today’s CX titles and positions

·      How CX metrics factor into Liza’s diligence on a business

·      Automation + the human touch: a cost cutting combo  

·      Today’s renewed focus on CX & customer expectations

·      The value of journey mapping 

·      Liza’s take on brand and brand value 

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Dallan Rees, Senior Director of eCommerce at Lovesac, has had a slew of fascinating jobs - including Director of Digital Product and Experience Development at Universal Parks & Resorts. From concert venues and amusement parks, to creating an experience with unconventional sofas, Dallan’s discovered the common threads that leave customers coming back for more. And he graciously shares what he’s learned. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Tackling CX at Universal during a pandemic
• How brands like Universal approach customer experience 
• How Dallan brings the “park experience” mindset to his current role at Lovesac
• Our guests’s top takeaways from past positions 
• Keeping it fresh: how to maintain the magic in every interaction 
• The role community plays when it comes to experience
• Dallan’s—and our hosts’—dream jobs + why
• And more

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Luckily, we sat down with someone who has taken the journey and is anxious to help others along the way. Shannon Peltier is CX Manager at Cotopaxi, and she shares top tips on the topic. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

·      Moving from agent to manager: the biggest challenges Shannon faced

·      How to best prioritize 

·      Customer Journey & VOC

·      Helping agents avoid burnout and/or cuts

·      Creating experiences others will talk about 

·      Actionable advice for those hoping to follow in her footsteps 

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Matt Solusod is E-Commerce Customer Service Manager at Aviator Nation, one of the fastest growing clothing brands in the country and *shameless plug* one of Flip’s valued customers. As such, he knows a thing or two about building, maintaining, and growing a following - during peak season and the whole year through. And he shares top tips this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Matt’s priorities + checklist for peak season prep
• Exclusive items, Inclusive experience: how Aviator Nation rocks both 
• Keeping customers happy year-round 
• How to tackle loyalty with your raving fans AND with fans who haven’t yet purchased
• The power of loyal fans via social channels 
• CX as the focal point of growth: gaining company wide buy-in 
• Peak season fears - and how Matt’s team faces them
• Ideas for employee appreciation during (and after) peak season 
• Looking ahead: Front of mind projects for Aviator Nation in 2023 
• And more 



Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

This is where talking to an expert on delivering exceptional CX during peak season comes in handy. Liz Tsai is Founder and CEO of HiOperator, and she offers a wealth of actionable advice to help your brand come out on top – this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

·      Scaling support (with budget and ROI in mind) for the holidays

·      Prepping your agents to deal with high volume 

·      Empathy vs. empowered empathy – and its role in CX

·      Context, transparency, and setting clear expectations

·      Quality CX born of desire, data, tech, and a great team 

·      Working with the economy this season

·      Top tips to drive LTV 

·      Journey mapping’s essential role 

·      A special CTA for all customer service agents out there

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

That's why Duane Dufault is our guest today to dive into the importance of perfecting your sales process so it can complement your PLG methodology. Duane is a revenue leader and Head of Sales at 1Build, and a big advocate for customer service.

What's covered?

- Should PLG even exist?

- Optimizing your content for the algorithm without confusing your buyers

- Maintaining a healthy customer base

- Customer experience needs to involve everyone that touches the customer

- Why churn becomes a problem

- What degrades trust

- Achieving PLG

- What does success mean?

What's covered?

- Why CRM is important to our strategies

- Long wait times and growing hold queues at call centers

- How businesses think about differentiating themselves

- What area of a company is customer experience part of?

- Automation strategies: Chat bots

- Getting teams across the company on board to make your data actionable

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Thankfully, customer experience extraordinaire Jennifer Shernoff is our guest on Flip’s Spamming Zero Podcast this week. 

What's covered?

- Customer experience expectations

- Navigating a negative experience with a brand

- Resolving consumer pain

- CX as a cross-functional team

- And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Luckily, we’ve got just the expert to offer top tips on what that strategy should entail. Mary Drumond is CMO at Worthix, Host & Producer of the Voices of CX Podcast, and our esteemed guest this week on Flip’s Spamming Zero Podcast. 

What’s Covered? 

-       Mary’s superpower in the CX space

-       Why this topic? Why now? 

-       Tracking customers in real time: why hot data is your best bet these days

-       Overhauling how you predict customers’ wants & needs 

-       Providing and participating on preferred channels

-       Reaching—and retaining—the younger generations 

-       Authenticity’s essential role 

-       Social proof & LTV

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Rick West, CEO and Co-founder of Field Agent, sat down with Flip’s James Gilbert (someone particularly passionate about this topic) and Brian Schiff to talk about what tech companies can—and should—do to make software buying a good experience. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

-       Common mistakes made when it comes to buying software (esp. B2B)

-       Defining ‘best in breed’ and ‘best practices” – and how they factor in 

-       The importance of frictionless experience

-       What Rick calls ‘The Tesla Effect’ 

-       Time: our most valuable commodity 

-       How automation can help  

-       What the world needs more of (yes, really)

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

I mean, automation is just crappy old-school robots that frustrate customers and add to the mayhem, right? WRONG! As our guest on the podcast this week points out – you wouldn’t judge an airline today based on an experience with steam trains a couple of centuries ago, so why are you hanging on to old myths about today’s tech? 

The truth is, when it comes to scalable CX (an absolute necessity for the success of your brand… we’ll go to the mattresses on that one), automation—the right automation—is going to be your very best friend. 

Ted Mico is Co-founder and CEO of Thankful, a service as a software dedicated to solving the post purchase needs of customers across all written channels. He sat down with our own Brian Schiff and James Gilbert to talk all about the topic at hand, and honestly? Diving into this ep is like drinking from a fast-moving font of knowledge – in ALL the best ways. So, jump on in. This week, on RedRoute’s Spamming Zero Podcast. 

What’s Covered? 

-       Selling product & experience: two sides of the same coin

-       Your outlook = your results

-       Customer expectations during a recession (and always)

-       Want LTV? Quit hiding from your customers!

-       A necessary mind shift around customer support & automation

-       Changing the world, one ticket at a time

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

That strong opinion comes from one of the best marketers in the biz. Darryl Praill is CMO at Agorapulse, a Top 50 Social Seller, Top 50 Sales Keynote Speaker, Award-winning Content Creator, 2020 Top 10 SaaS Branding Expert, and was voted one of the Top 3 Marketers on LinkedIn… 

In other words, he knows what the heck he’s talking about. And he sits down with RedRoute’s Brian Schiff and James Gilbert to offer top tips—this week, on our Spamming Zero Podcast. 

What’s Covered? 

-       Why there are such polarizing views on social media strategies

-       Darryl’s top tips for those just getting started 

-       Getting executive buy-in for your social strategy 

-       Consistency (and cross-org participation) = Crucial

-       Some of Darryl’s inspiring personal stories

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

What’s more important than your people?!

Annette joins show hosts James Gilbert and Brian Schiff to share top tips, and a whole lot of her awesome expertise on the subject. This week, on RedRoute’s Spamming Zero Podcast.

What’s Covered? 

-       What inspired Annette to write her books

-       Why an employee experience strategy is so important right now

-       Activating true customer-centricity via employee-centricity

-       The power of culture & core values

-       Annette’s definition of what EX actually is 

-       Top tips for those just starting 

-       Wow moments: what they really mean when it comes to EX 

-       Why career pathing is essential

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Good questions deserve great answers, but not to worry... We found you a true expert to provide exactly that. 

Taylor Wells is Senior Director of Demand Generation at Botkeeper. He brings a wealth of knowledge around what it means to offer selfless empathy in your customer experience – and why it matters so very much. This week, on RedRoute’s Spamming Zero Podcast. 

What’s Covered? 

-       Taylor’s top-of-mind take on selfless empathy 

-       True ownership of experience

-       Unconventional thinking that makes a world of difference 

-       The Amazon Era: all about the convenience factor

-       The power of Community & Word of Mouth 

-       CX as THE differentiator 

-       Invest in retention vs. Invest in growth (How about both?) 

-       Some of Taylor’s own memorable experiences

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Here’s the good news: Customer indecisiveness is changeable. And we got to sit down for a chat with one of the world’s best experts on the subject. 

Matt Dixon is the Wall Street Journal bestselling co-author of The Challenger Sale, The Effortless Experience, The Challenger Customer, and The JOLT Effect (coming out in September). He’s a frequent contributor to Harvard Business Review, Founding Partner at DCM Insights, and our honored guest this week on RedRoute’s Spamming Zero Podcast.

What’s Covered? 

-        Top Trends Matt’s seeing right now in discussions with leaders 

-        His new book, The JOLT Effect 

-        What the best salespeople know (and do) 

-        Top 3 reasons customers become indecisive 

-        Best ways a salesperson can instill customer confidence

-        Radically rethinking how salespeople are compensated

-        Changing the world (yes, really)

-        And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Not to worry, we’re bringing you some fantastic advice on this very subject from one of the best in the biz. 

Peter Mahoney, CEO at Plannuh sits down with James Gilbert and Brian Schiff to offer top tips on preventing your CX strategy from being just talk. This week, on RedRoute’s Spamming Zero Podcast. 

What’s Covered? 

-       Why Peter is so passionate about this topic

-       How lip service came to compete with strategic initiatives in the first place

-       The importance of channels (and people’s preferences around them)

-       How automation can help 

-       Some personal experiences that have left an impact on Peter

-       Changing the world (yes, really)

-       And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

A solid customer experience strategy is—among many other essential things—a revenue driver. How? Jack Lorentzen, Senior Manager of Customer Experience at Brooklinen, joins us to answer that very question. This week, on RedRoute’s Spamming Zero Podcast. 

What’s Covered? 

-       Luxury vs. Necessity: shifting your mindset around CX

-       Measuring the tough to measure – metrics and data to support CX 

-       How Jack feels about “upselling”

-       Cross-org support for customer experience

-       Believing in talking to customers = believing in CX

-       Building a career in customer experience: Jack’s top tips

-       And more 

Spoiler Alert: Spamming Zero listeners can look forward to hearing a whole lot more from Jack in the near future (woot woot!)… Details to come ;) 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

We can’t do much about the heat, but for the rest of it we strongly suggest…  

It’s time to flip your CX and EX to get the competitive advantage. How? So very glad you asked! We sat down with one of the world’s foremost customer experience experts—who also happens to be one of the kindest individuals you’ll ever lay ears on—for a masterclass on the subject.  

Jeannie Walters is CEO and Founder of Experience Investigators, a top CX Influencer with over 20 years experience advising companies, and our honored guest this week on RedRoute’s Spamming Zero Podcast.

BIG FAT NOTE: We can’t get enough of Jeannie and her spectacular advice on this topic. So, naturally, we snagged her for a LIVE (LI, YouTube, FB) Webinar with our own Brian Schiff coming up this Thursday, July 28th at 10am CDT. Register HERE! 

Now, where were we? Oh right… giving you the CX keys to the kingdom. ;)  

What’s Covered in this Episode? 

-        Looking through the customer lense

-        Moments that matter with your brand (hint: that’d be every one of them) 

-        Journey Mapping: are you really doing it?

-        Jeannie’s hot take on the role automation plays in excellent CX 

-        AI + Humans = powerful experiences

-        Tips to maximize profitability – recession or not 

-        And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Because CULTURE FREAKING COUNTS!  

In fact, it could be the single biggest factor to a great experience – for your employees AND for your customers. And we got to sit down for a chat with someone who genuinely walks the walk when it comes to creating a better culture.  

Jose Herrera, Co-Founder and CEO of Hire Horatio shares his expertise and top tips on the topic with our own Brian Schiff and James Gilbert. This week, on RedRoute’s Spamming Zero Podcast. 

What’s Covered? 

-       Inspiring stories from the customer service frontlines

-       Why culture has such a massive influence on the employee experience

-       Best practices for leaders – in today’s volatile world 

-       Culture: you can’t fake it

-       Showing your CS agents some serious appreciation

-       Tech that tackles friction points – for customers and employees

-       Changing the world (yes, really) 

-       And more  

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

She’s a robot. But, for many of us, she’s also essentially a member of the family. Says a lot about where we’re at with AI and voice automation technology, right? 

We just happen to know someone who can offer some pretty spectacular insights on this very topic. Kevin O’Connor is Managing Partner of ScOp Venture Capital. He was one of the brilliant brains behind the creation of Amazon Alexa, and is a valued partner of RedRoute.

Kevin sits down with our own Brian Schiff and James Gilbert to talk voice automation—past, present, and future—this week, on RedRoute’s Spamming Zero Podcast.

What’s Covered?

-       How Kevin and his team contributed to Alexa’s creation

-       A brief history of AI: approaching from the human perspective

-       The advantages of automation (and squashing misconceptions about it) 

-       The future of voice

-       Making the current hiring process more efficient: a VC’s perspective 

-       Changing the world (yes, really) 

-       And more  

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.