Episode 7

Creating a Content Community for Customers

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ERCx CHATS

What are ERCx CHATS?

ERCx Chats are designed to be an executive, intimate CX discussion crafted to answer the top questions in the CX space. Our speakers will range from start-up founders to Fortune 500 brand leaders delivering no fluff sessions with actionable insights you’ll be able to take back to create results and be more profitable.

Upcoming Sessions

Coming Soon!

ERCx Chats Episode 6: Revenue Growth Through Customer Empowerment

Oftentimes, large companies view customer experience (CX) as an afterthought. But for many startups and smaller companies, a positive CX for customers is integral to their growth and success. As such, CX technology that large companies traditionally employ may not serve the very specific needs of smaller companies. In Episode 6 of ERCx Chats, Bank Novo’s Director of Customer Success Brian Kale talks about the company’s strategy of targeting customers in a personalized way. And why a different CX tech approach is one of the key components to customer retention and revenue growth.

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Past Sessions

ERCx Chats Episode 1: The Future of Remote Work is Now!

Recent advancements in technology have made working from home easier for millions, and in many cases, more efficient.  And during the COVID-19 pandemic, remote work has become the status quo. John Riordan, Director of Support at Shopify has been ahead of the curve for decades as a champion of remote work.  Join John as he discusses his lengthy tenure of building and developing remote teams, and why remote work isn’t going away.

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ERCx Chats Episode 2: AI in CX and Food Delivery

Learn how the nation’s leading pizza chain helped revolutionize CX through technology with one of the innovators, Aaron Nilsson.  Now CIO at Jet’s Pizza, Aaron offers his take on this CX journey, and how it has helped propel sales growth during COVID-19.

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ERCx Chats Episode 3: Culture Drives CX

It’s not rocket science – how retail employees are trained and nurtured will have an effect on CX. It’s something that The Home Depot takes seriously. As Senior Director of Customer Care, it’s Michael Jones’ job to ensure the values of The Home Depot are translated at each store interaction a customer experiences. In this episode, Michael explains how and why a values culture in CX is so integral to this retail leader’s success.

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ERCx Chats Episode 4: Delivering CX Through Creativity

Companies that foster a culture of inclusivity and creativity amongst employees, will yield better results in performance and retention. This is true throughout the enterprise, including within customer support teams. Colin Crowley, VP of Customer Experience at Freshly, knows this well.  Learn valuable insights from Colin, who spent several years building strong customer teams with out-of-the-box creativity at Freshly.

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ERCx Chats Episode 5: Building Customer Service Teams at Hyper-Growth Companies

Starting a high-performing CX team is an enormous challenge for any size company. Imagine how much more difficult it is for fast-growing startups! Most companies that have experienced rapid growth didn’t start with a clear CX strategy or roadmap. Despite challenges, they are forced to adapt to rising customer engagement. Such was the case for Uber early in their development. Our next guest for ERCx Chats Episode 5 is Richard “Dickey” Smith. Dickey recently brought his expertise to wearable technology leader Whoop as VP of Membership Services. Hear his story about how he helped expand Uber’s CX infrastructure, and developed Whoop’s member engagement strategy.

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ERCx Chats Episode 6: Revenue Growth Through Customer Empowerment

Oftentimes, large companies view customer experience (CX) as an afterthought. But for many startups and smaller companies, a positive CX for customers is integral to their growth and success. As such, CX technology that large companies traditionally employ may not serve the very specific needs of smaller companies. In Episode 6 of ERCx Chats, Bank Novo’s Director of Customer Success Brian Kale talks about the company’s strategy of targeting customers in a personalized way. And why a different CX tech approach is one of the key components to customer retention and revenue growth.

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