In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size difference and praises Pure's CEO for championing Customer Success. Managing the challenge of maintaining high NPS during rapid growth, Joe highlights Pure's achievements in handling escalations efficiently and the seamless, "hitless" upgrade process. Customers attest to Pure's low cost of ownership compared to competitors.
Discussing the funding of training and education, Joe emphasizes the importance of separate budgets for technical courses, and their impact on rewards and promotions for customer-facing teams. As Joe puts it during the conversation: "We have to make sure that everyone who will be touching a customer is prepared for that moment."
The podcast explores Pure's 'evergreen' product concept, designed for perpetual functionality, with AI-driven proactive customer outreach. Joe and Richard cover the complexities of maintaining customer satisfaction as the company scales. Joe stresses the importance of simplicity, echoing Richard’s mention of a quote from Einstein about the three levels of intelligence: intelligent, genius, and simple.
Regarding AI, Joe sees it as a tool to enhance engineers' capabilities rather than replacing customer-facing staff. A survey stat reveals 52% of IT buyers plan to invest in AI, emphasizing its role in enriching customer and employee experiences without significant headcount growth.
Joe shares insights from his New York upbringing, acknowledging parental sacrifices for his success. The podcast concludes with a mutual agreement on the critical role of families in personal and professional achievements. Tune in for a compelling discussion on customer-centric strategies and the evolving landscape of technology in customer support.
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On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
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.