Understanding CX Transformation | Erika Putinsky

Today we have the privilege of speaking about CX transformation with Erika Putinsky, the Vice President of Customer Education at Mailchimp. She shares her 4 pillars to be successful in CX and what companies are looking for when they work with her. Showing up for your customer is necessary to maintain a good relationship with them because they’ll feel understood and appreciate the amount of care you show by listening to them. Focus on customer education and feedback to understand what the customer wants to both improve the company and cause the customer to stick around as they feel like part of the process.What Erika does 1:03Necessary pillars to be successful 3:17The main thing people are trying to accomplish with them 5:23The 2nd pillar 7:16Empowering the underdog 9:29The 3rd pillar, Process 11:11The 4th pillar, culture 13:15Something important to remember 17:38“It kind of goes to what you were saying, Gabe, it’s that effort of showing up. Obviously in our current world you can’t do customer visits, or that kind of thing, but it’s about making the extra effort. So don’t hide behind emails. Mindfully listen to your customer’s unique experience … listen with two ears and one mouth.” 7:16https://www.linkedin.com/in/erikaputinsky/