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Technology plays an important role in a brand’s ability to interact, and close the brand interaction gap. Nathan Dawson, the Senior Director of IT for Global Customer Care Technologies at Smile Direct Club, has years of hands-on experience assessing, implementing, and managing brand interaction software for the brand. Join us as we discuss: How to assess and select the right software for your brand’s needs Gracefully navigating the perils of change management Why you need more than one training method

Is customer experience at your company a transaction or a relationship? In today's episode, Daron Fowlks, VP Global Customer Experience at StubHub, joins us to share his strategies on how to turn fans into customers and his experience building a team of over 200 people from scratch. Join us as we discuss: Going “plus 2” for customers CX leadership Expressing empathy with customers To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

The way your employees feel about the internal brand is just as important as how you make people outside of your company feel. In this episode, we speak to Amrita Gurney, Head of Marketing at Float, about brand interactions that can help a company scale. Join us as we discuss: Where brands are over and under investing Aligning your brand’s mission with the internal culture How technology can close the brand interaction gap

For the past six months, Now Brands Talk hosts Ruth Zive and Perri Chaikof have conducted interviews with CX and marketing leaders to discover what can be done to bridge the brand interaction gap. One thing they always asked the guests is to share their best and worst brand interactions. For our first milestone episode, Ruth Zive and Perri investigate the common themes that have emerged in both the “best” and “worst” categories.  Join us as we discuss: Our biggest takeaways from the interviews so far The common trends for best and worst brand interactions What this all means for how your brand interacts  To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

Your brand promise means nothing if you’re not influencing the people who truly drive your brand. In this episode, Megha Narayan, Head of Marketing at Assembled, joins the show to talk about how the expectations for a brand have changed over the years and a new way to measure a brand’s impact. Join us as we discuss: How to enable customer success teams to be brand evangelists How to measure a brand’s impact Knowing when your brand is ready to evolve  More information about Megha Narayan and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/meghanarayan/ Company Website: https://www.assembled.com/  To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

An ecosystem is a self-sustaining, self-supporting environment. Your content should be an ecosystem. In this episode, Justin Gonzalez, Global Head of Customer Empowerment at Square, joins the show to talk about marketing/CX alignment and creating a content ecosystem that supports the entire business. Join us as we discuss: Eliminating tension between the marketing and CX functions Redefining content as an ecosystem The abiding importance of consistency When friction can create a better experience To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

Customer experience is like drinking tequila shots. A couple will increase your happiness, but a dozen will not. When does brand experience become too much — and therefore detrimental? In this episode, we hear from Tyler Meema, Director of Client Success at Wealthsimple, about the creation of the client delivery curve framework to track CX equilibrium.  Join us as we discuss: Brands and diminishing marginal utility Why automation for the sake of automation is bad Tracking opposing metrics to ensure equilibrium Focusing on business outcomes instead of the “surprise and delight” trap  Check out these resources we mentioned during the podcast: The Effortless Experience by Matthew Dixon  High Output Management by Andrew Grove  Setting the Table by Danny Meyer   To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

Customer experience and employee experience share the same purpose — to help someone get something done. And the similarities don’t end there. In fact, there’s a lot that the two can learn from each other. In this episode, we’re talking to Zach Dunn, VP Customer Experience & Co-Founder at Robin, about the twin worlds of CX and EX. Join us as we discuss: The paradigm shift in CX and EX Leveling up EX in a digital world The importance of feedback loops Why delight is overrated To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

How did a brand in a struggling industry pivot away from traditional into digital so successfully within a single year? In this episode, we speak with Bayley Clark, Head of Customer Experience at AirAsia, about the brand’s incredible digital transformation strategy — made possible by their brand interaction platform. Join us as we discuss: Executing digital transformation before and during the pandemic Principles of proactive communication during automation A change management strategy based on people AVA’s ability to be a brand ambassador for AirAsia  Check out these resources we mentioned: Lonely Planet’s A Year of Festivals  To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

We all get that data is important. Where we fail is getting the right data to the people who can use it to make CX decisions. Today, our newest cohost, Perri Chaikof, Director of Product Marketing at Ada, speaks with Craig Stoss, Senior Program Manager at PartnerHero, about what brands are doing right (and wrong) with their data. Join us as we discuss: Why customer data is so important for brands The three types of data that Craig cares about What’s preventing brands from using data for better CX Turning support tickets into retention data   Check out this resource we mentioned: Customer Experience Leaders Chat    To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

Positive brand experiences are not only for customers.  How you treat your employees matters just as much — they can be your biggest brand ambassadors! In this episode, we hear from Anna Skidmore, Vice President, Customer Care at BFA Industries, about the many layers of CX, customer care, and how automation should be a tool to free up more time for human connection. Join us as we discuss: Holistic CX and brand consistency Setting clear brand values Leveraging data to inform brand strategy Using automation as a front line for customer experience To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

People don’t buy products. They buy feelings. One sweater is more or less the same as another, but the feelings that we have when we buy this sweater versus that one are what will start building a customer community. In this episode, we hear from Connor Curran, CEO at Local Laundry, about building a community based on authentic, genuine human relationships with customers. Join us as we discuss: Why community is based on long-term interaction, not transactional relationships How to scale community without losing intimacy The role of feelings in community building How to be a for-profit business that prioritizes giving back   Check out these resources we mentioned during the podcast: Anian  Spanx  The E-Myth Revisited by Michael Gerber   To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.