Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.
In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi.
Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.
Tune in to explore how Simpli.fi is shaping the future of advertising with its customer-centric approach.
If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.
Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction to the Episode
(01:11) Elizabeth Maughon's Role at Simpli.fi
(02:55) Customer Approach at Simpli.fi
(04:13) Implementing Servant Leadership
(07:34) Nurturing Empathy in Organizations
(08:09) Balancing Empathy and KPIs
(11:00) Developing Strong Client Relationships
(13:42) Internal Culture Impacting Client Communication
(16:36) Setting Guardrails for Success
(20:40) Diverse Client Support Strategies
(23:47) Understanding Client Needs
(26:44) Importance of Documentation and Tools
(28:41) Auditing Processes for Efficiency
(31:50) Harnessing AI in Simpli.fi
(37:01) Exploring AI Tools
(39:13) Key Factors in Effective Customer Experience
(41:24) Advice for Customer Experience Leaders
#33 The Power of Proximity in Enhancing Customer Experience
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#14 Chris Ho's Secret to The Art of Delegation and Customer Experience
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
HCI Leadership Revolution
Human Capital Leadership
The Power of Music Thinking
BusinessWISE
Business Wars