Balancing Self-Service and White Glove CX with Tom Studdert, SVP of Customer Experience at Payscale

Builders Wanted

This episode features an interview with Tom Studdert, Senior Vice President of Customer Experience at Payscale. Tom has extensive experience in customer experience, education, and leadership development. Prior to Payscale, he held leadership roles at ZoomInfo and DiscoverOrg, overseeing customer onboarding, education, support, and employee training. Tom also worked in higher education at Texas Christian University and University of Southern California, focusing on student development and orientation programs.

In this episode, Kailey and Tom discuss parallels between education and customer experience, mapping the customer journey and maturity curve, and strategies for measuring adoption.

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Key Takeaways:

• Mapping the customer journey can reveal gaps and opportunities for enhancing the customer experience, leading to better retention and satisfaction.
• AI and other technologies can provide tailored experiences and support, thereby meeting customers' demands for immediate and personalized help.
• Making informed decisions requires various data sets to drive customer experience strategies and effective outcomes for customers.

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“That individual experience of that customer are how I think we're going to meet the needs of each customer. As opposed to just saying, ‘We offer a best-in-class customer experience.’ We do, but we offer a best-in-class customer experience for this customer, which is different from this customer, which is different from this customer.” – Tom Studdert

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Episode Timestamps:

‍*(02:18) - Tom’s career journey

*(04:21) - Trends impacting customer experience

*(13:29) - Mapping the customer journey and maturity curve

*(19:59) - How Tom defines “good data”

*(27:00) - Strategies for measuring adoption

‍*(39:50) - Tom’s recommendations for upleveling customer experience strategies

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Links:

Connect with Tom on LinkedIn

Connect with Kailey on LinkedIn

Learn more about Caspian Studios

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