LFG with JJ

Ted Stodolka is the Head of Global Consumer Experience at SharkNinja. With a career spanning over three decades in customer experience, Ted shares his journey from his first job to becoming a leader in the CX space. He discusses the evolution of customer service, the role of AI and technology in enhancing customer interactions, and the importance of a frictionless consumer experience. Ted emphasizes the value of listening to frontline employees to understand customer needs and improve service. This episode offers deep insights into the CX industry's trends and the significance of putting the consumer first.

In this episode of LFG with JJ, Arnab Mishra, CEO of Xactly, joins Juan Jaysingh for a captivating dialogue.Arnab recounts his inspiring journey as a first-generation immigrant, shaping his career in technology, banking, and private equity.He explores the evolution of customer experience and sales performance, emphasizing generative AI's role in enhancing customer interactions and internal operations.The conversation shifts to the importance of customer retention for business growth and the challenge of delivering exceptional customer experiences.Arnab offers insights on skill development, first principles thinking, and empathy.

Tom Lewis, the Partner at Newport LLC, joins Juan Jaysingh on this episode of LFG with JJ, delving deep into the intricate world of CX and AI technologies. Tom, with his vast experience in the CX realm, sheds light on the disruptions and transformations that have been reshaping the industry.While he acknowledges the human-intensive process of customer service, Tom also brings to the table the increasing trend and challenges of automating various facets of the service.The episode takes a significant turn when Tom touches upon the topic of AI strategies in customer service. He offers a balanced perspective, opining that it's premature to pinpoint clear winners and losers in the AI-driven CX landscape.

Cynthia Long, the Customer Success Change Leader for Continuous Improvement and Innovation Testing at Intuit, graces this episode of LFG with JJ with her rich tapestry of experiences.Cynthia's unique upbringing, moving between countries like Beirut, Brazil, Iran, and Italy due to her father's role in the oil industry, provided her with an unparalleled understanding of history and the shared desires of people across the globe.Juan dives deep into the significance of Cynthia's diverse cultural exposures, highlighting the rarity of such immersive experiences. The conversation unravels how these early adventures shaped Cynthia's perspective on customer experience and her professional approach at Intuit.Join this episode to explore the intersection of personal growth, cultural insights, and the ever-evolving CX landscape through the unique lens of Cynthia Long.

Justin DeLorenzo is the VP of Customer Experience & Operations at Snow Joe. Justin holds the notable distinction of being the youngest VP of Customer Experience and Operations ever to appear on our podcast. Justin shares his background, starting from his experience in the IT help desk and sales, and how his passion for problem-solving and customer satisfaction led him to a leadership role. Justin also talks about his role at Snow Joe, where they focus on providing a unique and pleasurable customer experience in a saturated market. The conversation delves into the impact of AI in the CX space, with Justin highlighting the growing acceptance and comfort customers have with AI technologies like web chat.  Justin predicts a shift in call center roles towards bot builders and AI specialists, as companies embrace AI for automation and enhanced self-service options. This episode provides insights into the evolving CX landscape and the potential of AI technologies to transform customer interactions.

Todd Sale is the SVP of the Customer Experience Operations Team at FleetCor, a global leader in providing fuel cards and workforce payment products to businesses.In this episode, Todd shares his unique background, starting from a blue-collar job to becoming a leader in the CX industry. Todd emphasizes the importance of going all-in and investing in yourself to shape a successful career. We also discuss the current state of the CX industry and the impact of emerging technologies. Todd's insights and experiences will inspire you to take your CX game to the next level. 

Juan interviews Nadira Kharmai, the CX Leader at Priority Health, a nonprofit health benefits company focused on improving the health and lives of one million members across Michigan.Nadira shares her career path, starting from the media industry to entrepreneurship and eventually finding her passion in Customer Experience. Explore the landscape of the healthcare CX industry as Nadira sheds light on the latest innovations in digital programs, telehealth, and personalized recommendations.Gain insights into Nadira's role at Priority Health, where she focuses on fostering a positive member experience and leveraging technology tools.Tune in to learn more about the challenges and advancements in the healthcare CX industry.

Juan interviews Monika Aufdermauer, VP of User Success at KOHO, with 15+ years of CX experience. Monika shares her journey, from accidental entry into CX to thought leadership, discussing CX roles, AI advancements, and ChatGPT's potential in customer support. They explore commitment to organizations, benefits of early-stage startups, data protection, team structure, and tech stacks. Tune in to gain insights into CX, AI, and the future of customer support.

Juan is joined by Mike Jennings, the VP of UK operations at FleetCor, as they take a deep dive into the world of CX. Juan and Mike delve into the importance of continuous learning and improvement in CX, the challenges of implementing technology effectively, and the evolving state of the CX industry. Don't miss out on this episode for valuable insights and inspiration, perfect for anyone seeking to elevate their CX game.

In the first episode of the LFG with JJ podcast, Juan Jaysingh interviews Adam Lindsey, the Senior Director of Global Service Operations at Groupon, about his career path at the company. The discussion focuses on the current state of the customer experience industry and offers insights for those working in the field.