Is Digital Friction Killing Your Customer Experience? ft. Emma Sopadjieva
What if removing friction isn't enough? Samsara's "Project Wow" challenges the entire CX industry to stop fixing problems and start creating experiences that make customers gasp.
Join hosts Chuck Moxley and Nick Paladino as they talk with Emma Sopadjieva, Head of Customer Experience Strategy at Samsara. With experience from Medallia, Eventbrite, and ServiceNow, Emma reveals why 90% of customer experience work is influence without authority—not data analysis.
She shares how Samsara brought their entire executive team together for full-day workshops to identify five moments across the customer journey where they could create "wow" experiences, pushing every initiative from fixing pain points to delivering 10-star moments.
Emma also unveils the game-changing concept of predictive NPS, using thousands of variables to identify unhappy customers before they even tell you—and activating customer success teams six months before renewal conversations.
Key Actionable Takeaways:
- Master influence without authority by making others the hero - CX teams don't own product or support, so align insights to stakeholder metrics and show how your recommendations make them successful
- Start with quick wins before long-term transformation - Launch purchase win-loss and renewal experience programs first to build credibility while working toward your five-year customer 360 vision
- Predict customer experience, not just renewal risk - Build predictive NPS models using behavioral data to catch at-risk customers six months early, when you can still save them
Download the Black Friday/Cyber Monday eBook
Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!