Masters of CX

Mar 24, 2021

CX Interview Series with Allie Goldberg - Masters of CX by Chattermill (Season 1, Ep. 10)

A new Masters of CX episode is live!! 🔥 Allie Golberg is the creator of Clubhouse’s largest CX community, CX Guru, as well as being a CX Manager at a fast-growing prop-tech startup and former WeWork Community Leadership team member. Tune in to listen to Allie talk about all things CX and community, covering the following: 💥 The evolution of a CX Manager and the different challenges at each stage 💥 How CX can be used as an engine for growth at any company 💥 How to use data to leverage your team's customer-centricity and vice versa 💥 The importance of great employee experience in alignment in order to scale as your school train internally 💥 And the compounding effect of community and all things CX 👉 🎧 Listen here and on Spotify, Google and Apple Podcasts: We hope you enjoy it as much as we did! TIMESTAMPS: 00:01:30 = book/podcast recommendation 00:02:13 = person or company whose CX inspires Allie 00:03:20 = what activity gives Allie the most energy day-to-day 00:04:45 = what is Allie’s personal CX philosophy and what does CX mean to her 00:06:13 = what are the main challenges she faces as a CX manager and why are they challenging 00:08:01 = how did her experience and approach to CX change in the different stages of the job 00:10:35 = how Allie views CX being used as an engine for growth and how she uses it herself 00:12:57 = the blend between a data-driven and people-driven CX approach to this growth engine 00:14:36 = the importance of employee experience and how to make sure everyone’s aligned around a single CX culture mandate and strategy 00:17:17 = advice on how to better communicate with customers 00:19:15 = how to pitch a CX strategy internally and make sure that leadership buys in 00:20:55 = how people in other teams outside of CX can practice CX on a consistent basis 00:22:53 = overview of Allie’s background 00:24:41 = how Allie’s background in education and community feed her approach to CX 00:27:58 = skills needed to succeed as a CX manager 00:30:20 = why Allie created CX Guru on Clubhouse 00:32:50 = are there any big dreams for CX Guru 00:34:26 = main lessons Allie has learned from creating CX Guru and participating in the conversations 00:36:59 = how did the COVID 19 pandemic change how Allie thinks about and practices CX 00:39:35 = what does the future of CX look like

41 min