This episode features an interview with Tom Studdert, Senior Vice President of Customer Experience at Payscale. Tom has extensive experience in customer experience, education, and leadership development. Prior to Payscale, he held leadership roles at ZoomInfo and DiscoverOrg, overseeing customer onboarding, education, support, and employee training. Tom also worked in higher education at Texas Christian University and University of Southern California, focusing on student development and orientation programs.
In this episode, Kailey and Tom discuss parallels between education and customer experience, mapping the customer journey and maturity curve, and strategies for measuring adoption.
-------------------
Key Takeaways:
- Mapping the customer journey can reveal gaps and opportunities for enhancing the customer experience, leading to better retention and satisfaction.
- AI and other technologies can provide tailored experiences and support, thereby meeting customers' demands for immediate and personalized help.
- Making informed decisions requires various data sets to drive customer experience strategies and effective outcomes for customers.
-------------------
“That individual experience of that customer are how I think we're going to meet the needs of each customer. As opposed to just saying, ‘We offer a best-in-class customer experience.’ We do, but we offer a best-in-class customer experience for this customer, which is different from this customer, which is different from this customer.” – Tom Studdert
-------------------
Episode Timestamps:
*(02:18) - Tom’s career journey
*(04:21) - Trends impacting customer experience
*(13:29) - Mapping the customer journey and maturity curve
*(19:59) - How Tom defines “good data”
*(27:00) - Strategies for measuring adoption
*(39:50) - Tom’s recommendations for upleveling customer experience strategies
-------------------
Links:
Connect with Kailey on LinkedIn
Learn more about Caspian Studios
-------------------
Sponsor
Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com
Popular Podcasts
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.