Bobby Brown, Chief Customer Officer at Nextlane, discusses the key strategies behind retention and delivering a world-class customer experience. With over 25 years of leadership experience at companies such as Twilio and Google, Bobby shares his proven frameworks, built around people, process, and systems.
The conversation delves into customer segmentation, measuring customer health, and striking a balance between data and a human touch.
Bobby discusses how linking CX initiatives to ROI and business outcomes can elevate the role of customer teams and reduce churn.
He also emphasizes the importance of employee success, onboarding, and continuous learning as the foundation for excellent customer outcomes.
Whether you're in B2B or B2C, this episode delivers actionable strategies for building trust, delivering value fast, and creating meaningful, scalable customer relationships.

KEY TAKEAWAYS

• Successful customer experience strategies are built on aligning teams, optimizing processes, and leveraging the right systems.
• Utilizing customer health scores and data-driven insights is crucial for predicting churn, identifying risks, and achieving tangible impact.
• Technology and AI can scale efforts, but human relationships remain critical to effective customer engagement.
• Happy, well-trained employees are vital to customer success; onboarding and ongoing development must be prioritized.
• Iterative improvement, quick wins, and celebrating milestones help maintain momentum and build long-term value for both customers and teams.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals
With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)