Converge Coffee

Converge Coffee

Converge Coffee connects you with business experts who have succeeded by constantly pivoting and staying motivated from lessons they learned. You get each speaker's actionable insights and feel their passion like you were sitting right across the coffee table. This podcast is about building a strong customer experience (CX) community. Each episode will be packed with information at your fingertips. Think of this podcast as talking to the speaker right across the table and walk away with content to actually use. No more list posts because most people struggle with implementation. This is about proving CX through small, simple actionable ideas that make huge impacts. We dive deeper in the 4 go to market (GTM) success cores to achieve and prove customer experience: Messaging, Design, Tech, and Experience. These 4 essentials don't only apply to marketing. Guests have marketing, sales, customer experience, revops, recruiting, data, and product backgrounds. Today, each business function grows either through customers or employees converging back to those 4 success cores.

Episodes

Episode 149: How Companies Are On the Clock and Need to Find the Perfect Time

December 1, 2023 • 12 mins
In this episode, Erik Deckers sits down with Jay Baer (https://www.jaybaer.com/), owner of Ursus 10 and author of the new book, The Time to Win. They discuss how a company's speed is now the new differentiator. Jay also talks about how companies need to learn how to speed up their response time without being TOO fast, too. Jay predicts how companies can manage customers' expectations in the future, even as we expect companies to ge...
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Episode 148: How Focusing on Strategic Growth Offer Solutions in Plain Sight and Improves Experiences

October 27, 2023 • 31 mins
In this episode, Sean sits down with Bruno Pesec (https://www.pesec.no/), corporate consultant, co-author of Augmented Strategy, and doctorate student in organizational change. They dive into why Bruno started on his consulting practice and why he branded himself instead of a company name. They go deeper into his experience on what the two important levers for strategic growth. Bruno gives some great insights on how companies grow ...
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Episode 147: How Architecting Better Data Models and Building Better Customer Experience Cadences Drastically Improves Churn

October 27, 2023 • 26 mins
In this episode, Sean sits down with Sharon Park, CEO and President at Sage Digi (https://sagedigi.com/). They dive into why Sharon started Sage Digi after many years at Google. They go deeper into her experience on how to architect a full funnel advertising strategy for B2B companies. Sharon gives some great insights on how data alignment and cleanliness are key. Sharon gives examples of how she uses those solid CX principles that...
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Episode 146: Why is Understanding the Research and Development Process is Essential for the Customer Experience

October 13, 2023 • 29 mins
In this episode, Sean sits down with Dr. Soum Rakshit, Co-Founder & CEO of award-winning sexual health company, MysteryVibe (https://mysteryvibe.com). They dive into why Soum started MysteryVibe. They go deeper into his experience from having a biomedical background and a PhD and how journey to starting MysteryVibe. Soum gives some great insights on how long the R&D process is and how distribution is the easy part in medical produc...
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Episode 145: How Staying Curious and Keeping in the Customer's Narrative Improves Customer Experience

October 6, 2023 • 25 mins
In this episode, Sean sits down with Sara Weldon, Founder and CEO at TruFinCo (https://trufinco.com/). They dive into why Sara started TruFinCo. They go deeper into her experience getting into finance and fintech. Sarah gives some great insights on how to deliver great customer experiences to differentiate in the market. Her tone gives off an friendly, to the point, and astute knowledge on how finance can be simple. Sara gets deep ...
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Episode 144: How Using Revenue Operations Strategies Improves Customer Experience

September 29, 2023 • 35 mins
In this episode, Sean sits down with Eddie Reynolds, Founder and CEO of Union Square Consulting (https://www.unionsquareconsulting.com/). They dive into why Eddie started Union Square Consulting. They go deeper into his experience at Salesforce and Rev Ops views catapulted his success. Eddie gives some great insights on moving what to look for in scaling a company and reducing churn. His tone gives off an astute knowledge on how st...
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Episode 143: How to Bridge the Sophistication Gap in Marketing to Create Better Customer Experiences and Achieve Revenue Growth

September 8, 2023 • 24 mins
In this episode, Sean sits down with Stacey Danheiser, founder of Shake Marketing Group. They dive into why Stacey started Shake Marketing Group. They go deeper into her marketing experience in B2B and B2C and how to bridge the sophistication. Stacey gives some great insights on moving from being a marketing specialist to leader - know 3 things, your role, customer, and company. Her tone gives off an astute knowledge on creating gr...
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Episode 142: How Building Journey Orchestrations Creates Better Customer Experiences

August 18, 2023 • 25 mins
In this episode, Sean sits down with Annette Franz, founder and CEO of CX Journey Inc (https://cx-journey.com/). They dive into why Annette started CX Journey and her +30 years of CX experience. They go deeper into her thoughts on customer expansion and retention. Annette gives some great insights on journey orchestration and how marketers can leverage this. Her tone gives off a jovial, astute knowledge on creating great customer e...
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Episode 141: How Effective Thought Leadership Creates Better Content and Deeper Customer Experiences

August 4, 2023 • 26 mins
In this episode, Sean sits down with Ashley Faus, marketer, writer, and speaker by day, and a singer, actor, and fitness fiend by night. Oh, she is alos the director of integrated product marketing at Atlassian. They dive into why Ashley is so passionate about the four pillars of thought leadership (credibility, profile, prolific, and depth of ideas). They go deeper into her thought about why C-suite or founders aren not the best b...
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Episode 140: Why Taking a Buyer's Journey Perspective Enhances Customer Experiences and Decreases Churn

June 16, 2023 • 21 mins
In this episode, Sean sits down with Farzad Rashidi, lead innovator at Respona, the link-building outreach platform that helps businesses increase their organic traffic from Google. They dive into why Farzad started Respona from his work at Visma. They go deeper into his process to build an in house software. Farzad gives some great insights on how to develop great customer experiences from understanding your buyer's journey. His c...
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Episode 139: What Can a Bunch of Guys in Togas Teach Us about Leadership

June 9, 2023 • 14 mins
In this episode, Erik Deckers sits down with his friend, Scott Monty, a strategic communications and leadership coach who works with C-suite executives. They discuss the problems leaders are having today, and what they're doing right. They also talk about how Scott's degree in Classics help him train better leaders. And he gives insights on how history has carried the same lessons throughout history to leader after leader. More abo...
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Episode 138: Why Enabling Your Team to be Subject Matter Experts Creates Great Customer Experiences

April 28, 2023 • 24 mins
In this episode, Sean sits down with Patti Mara, author of UpSolutions and business coach. They dive into why Patti wrote UpSolutions and her passion for locally owned businesses. They go deeper into her years of experience. Patti gives some great insights on aspects of great customer experience. Her experience in pharma lays out why customer experience is so vital to company's success. Her tone gives off a helpful, fun tone on cre...
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Episode 137: Why Influencer Marketing is More than Just Getting Likes and Views

April 21, 2023 • 18 mins
In this episode, Erik Deckers sits down with his co-author Jason Falls, Executive Vice President, Marketing at Cipio.ai (https://cipio.ai/). They discuss how Jason pivoted from social media marketing to influencer marketing. Jason also explains what's so great about influencers and why they work for big brands and small companies. He also explains how analytics and metrics has transformed influencer marketing. And he gives insights...
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Episode 136: How to Remove Bias to get Good, Actionable Customer Experience Data

April 14, 2023 • 22 mins
In this episode, Sean sits down with Evan Klein, founder and president of Satrix Solutions (https://www.satrixsolutions.com/). They dive into why Evan started Satrix Solutions and why he was obsessed with customer experience (CX). They go deeper into his years experience facilitating customer expansion and retention. Evan gives some great insights his approach with culture, good data, and acting on feedback. His company's different...
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Episode 135: How Packaging Gratitude with a Sale Creates Customer Experiences

March 31, 2023 • 17 mins
In this episode, Sean sits down with Steve Buzogany, founder of Appreciation Advocate (https://appreciationadvocate.com/strategicappreciation). He is a realtor and small business owner. They dive into why Steve started Appreciation Advocate. They go deeper into his experience creating great customer experiences by honing in on appreciation. Steve gives some great insights his methodology and the returns. His tone gives off a helpfu...
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Episode 134: How Solving Problems with Podcasts Created Great Customer Experiences

March 31, 2023 • 26 mins
In this episode, Sean sits down with Roger Nairn is the Co-Founder and CEO of JAR Audio (https://jaraudio.com/). He is a brand podcaster whose has over 20 years experience. They dive into why Roger co-founded JAR Audio. They go deeper into his experience creating podcasts and how to measure impact. Roger gives some great insights how podcasting helps with brand, customer experience, sales, and more. His tone gives off a helpful, as...
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Episode 133: How to Build Great Customer Experiences with Product Led Growth

March 31, 2023 • 28 mins
In this episode, Sean sits down with Mark Herschberg, creator of Brain Bump (https://brainbumpapp.com/)and author of The Career Toolkit, Essential Skills for Success That No One Taught You. He is a wonderful demand creator whose background is a CTO. They dive into why Mark started Brain Bump. They go deeper into his tech experiences and how creates demand that focuses on customer experiences. Mark gives some great insights how cre...
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Episode 132: Why Demand Creation Resonates Better with B2B Customers

March 17, 2023 • 29 mins
In this episode, Sean sits down with Nemanja Zivkovic, founder & CEO of Funky Marketing (https://www.funkymarketing.net/). He is a wonderful demand creator who constantly makes a real connection. They dive into why Nemanja started Funky Marketing. They go deeper into his experiences and how Funky Marketing has evolved over the last 3 years. Nemanja gives some great insights how create demand rather than forcing it. He even gives mo...
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Episode 131: How Great Customer Experience Comes from Great Human Writers and Not AI

March 17, 2023 • 30 mins
In this episode, Sean sits down with Erik Deckers, president of Pro Blog Service. He is a content writer and editor with over 30 years experience. They dive into why Erik thinks ChatGPT won't take away entry level jobs soon. They go deeper into his experiences and how he tested out ChatGPT with this own writing process. Erik gives some great insights how the AI writer is linear in thought. It doesn't think like a writer. He even gi...
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Episode 130: How Living through the Remote Work Experience Creates Better Journeys to Coach Clients

March 17, 2023 • 28 mins
In this episode, Sean sits down with Tim Hickle, a management coach who helps remote and hybrid teams move faster, get more done, and feel less busy. They dive into why Tim started Your Remote Work Coach (https://www.yourremoteworkcoach.com/). They go deeper into his experiences with remote work and why he is focused on directors and managers. Tim gives some great insights how he used his own experiences to facilitate better commu...
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