The CX Innovation Playbook

On this episode of the CX Innovation Playbook, FPS CEO Amit Basak sits down with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, to discuss building a world-class customer experience, cultivating a positive workplace, and achieving success as a young professional. Drawing on her experience at Microsoft, SAP, and Amazon, Mika describes how true innovation requires breaking down organizational silos and eliminating "zero-sum games" to create a company-wide obsession with the customer outcomes. They also cover tactical approaches for creating a positive culture at work, why integrity is a superpower, and the value of uncomplicated tech.

Amit Basak, CEO of Full Potential Solutions, talks to Emre Tekoglu, VP of CX of Zywave, about why customer retention is more important than cost of support, how to tie support metrics to business outcomes, how support agents can positively impact the sales of a company as trusted advisors to their customers, and more.

In this episode of The CX Innovation Playbook, Amit Basak speaks with Jaakko Jutila, VP of CX at Basware, about building customer intimacy in complex B2B environments. They discuss how to simplify support workflows without losing empathy, how Basware uses AI to boost internal efficiency and identify friction early, and why empowering frontline managers is key to sustainable CX leadership.

Amit Basak, CEO of Full Potential Solutions, talks to Amber Monroe, SVP of CX at Paradigm Senior Services, about leveraging AI to make their customer journey friendlier, keeping the human touch even as the company scaled, remembering to diversify while scaling, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Travis Hill, Vice President of Customer Experience at Altify, about how customer success is undervalued as far as incremental revenue growth, how he would scale an organization from 10 million to 500 million, why you should have a personalized platform for managing big enterprise accounts, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Lee Kemp, VP of CX at Veritiv, about why some organizations are focusing on the wrong parts of customer journey mapping, how to monetize CX the right way, why CX is easy and leadership is hard, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Emily Ebersole, former VP of CX at Zapier and Cvent, about how she scaled Zapier's CX operations, how to leverage AI both externally and internally, how to encourage leadership to take full advantage of AI, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Laurent Pierre Jr, SVP of Global Customer Support at Precisely, about monetizing support in a way that retains and delights customers, why LTV of the customer is the most important metric of all, integrating your support team into the rest of the org, and more.

Amit Basak, CEO of Full Potential Solutions, talks to Kavitha Mariappan, EVP of CX and Transformation at Zscaler, about purposeful tech, the best ways to adopt AI across an organization, using AI to determine root causes of customer issues, and more.

Amit talks to Kathleen McNair, CEO of North America at COPC, about fixing customer friction in your systems rather than with individuals, designing journey-based tech for CX, how to leverage GenAI for maximum customer satisfaction, and more.

Amit talks to Anastasia Zdoroviak, the VP of Customer Experience at Rappi, about understanding your customers through observing their behavior, how to actually build customer loyalty, using GenAI to accelerate agents' path to proficiency, and more.

Amit talks to James Moore, CRO of Simpli.fi, about how the internet has changed B2B advertising, how to improve your sales team with AI, what he's learned on his journey to CRO, effectively scaling and leading companies, and more.

Amit talks to Eric Kapitulik, Founder and CEO of The Program LLC, about the difference between core values and standards, why back-briefing is so important, why leading by example doesn't always work, and more.

Amit talks to Colin Crowley, VP of customer support for Maven Clinic, about the correct use cases for AI and RPA, how AI can be used to increase specialization, how to scale a CX organization, and more.

Amit talks to Rene Yoakum, the EVP of Customer & Culture at Remitly, about getting the details right even when you're at scale, using AI in concert with humans to make self-help solutions better, and more.

Amit talks to Jason Goldsmith, the CEO of B'More Venture Studio, about creating consistency and excellence in CX and sales through training, AI, technology, lead scoring, and more.

Amit talks to Nate Brown, the Co-founder of CX Accelerator, about servant leadership in CX, how to generate loyalty, service uniqueness, motivating your team, and more.

Amit Basak talks to Lisa Stoner, Chairperson of the Board at Perch Insights and former VP of Global Support Operations at Meta, about the importance of cultivating a work environment for CX professionals steeped in gratitude, diversity, and a particularly unique approach to leadership.

Amit Basak, President of Full Potential Solutions, talks to Paul Ignasinski, Chief Innovation Officer and Head of Artificial Intelligence at Full Potential Solutions, about the transformative power of AI as a CX solution, the primary pain points in the CX space, and so much more!