#27 Samara Toole, CMO of California Closets
About Samara (Sam) Toole: Sam was brought on as a CMO to manage the brand and customer acquisition strategies and in this role, she oversees customer marketing, creative, and content development to fuel the website, showroom, sales & training at California Closets. Currently, Sam is focused on the customer more than ever and driving tactics […]
#27 Kelsey Stuart, CEO of Bloomin’ Blinds
About Kelsey Stuart Kelsey has been with Bloomin’ Blinds since the beginning and has spent much of his time focused on the marketing and growth of the company. Rising from the “mailroom” to the top chair, there isn’t a part of the Bloomin’ business model he isn’t intimately familiar with. Maintaining day-to-day contact with […]
#26 Mark Kovich, President & CEO of Essential Cabinet Group
About Mark Kovich: Mark is a customer experience expert with over 30 years in the field. He currently is the president and CEO of Essential Cabinetry Group where he leads the push for higher NPS, more communication touchpoints between customers and dealers, and ways to capitalize on the moments that turn customers into lifetime advocates. […]
#25 The Service Knowledge Gap: Why it Matters and How to Close it
We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor – a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor – which you can find at tauristech.org – specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses […]
#24 The Future of Machine Learning and AI in Field Service
We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill […]
#23 How to Standardize Customer Experience as a Franchise
Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: Inconsistent brand and customer experiences Disparate technology solutions A frequent disconnect between the franchisor, the franchisee, and the customer. However, every once in a while you […]
#22 What Makes Successful Digital Transformation?
Today, we’re sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is one of the hottest topics within the field service space. In our conversation, we break down: The typical barriers a company faces when trying to digitize their business. How enterprises can push the adoption of […]
#21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader
Today, we’re sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: Why “Time to Value” is the […]
#20: Connecting Customer Experience to Business Strategy (Justine Jordan & Taylor Davis, Litmus)
Today, we’re sitting down with Justine Jordan (former VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus – the leading email testing platform – is connecting customer experience to their overall business strategy. In 2015 Justine was named “Email Marketing Thought Leader of the Year” by Direct Marketing Association and is […]
#19: How to Make Unmemorable Experiences Memorable (Renee Cacchillo, Safelite AutoGlass)
Today, we’re learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite AutoGlass thinks about and approaches customer experience. With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department […]
