Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure Storage Artwork

The CX Iconoclast

If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as Richard Owen, co-founder of OCX Cognition, hosts conversations and interviews with business leaders, academics, and thinkers whose ideas can guide the CX profession to think in new ways about what success looks like. Most of them aren’t CX professionals, but all of them have something to teach us about CX. We’ll take a clear-eyed look at the problems that have hampered the discipline and explore the compelling ideas behind a re-engineering CX for a modern world. Come disgruntled, leave inspired. Find us at www.ocxcognition.com

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The CX Iconoclast

Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure Storage

February 13, 2024 • OCX Cognition

In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size difference and praises Pure's CEO for championing Customer Success. Managing the challenge of maintaining high NPS during rapid growth, Joe highlights Pure's achievements in handling escalations efficiently and the seamless, "hitless" upgrade process. Customers attest to Pure's low cost of ownership compared to competitors.

Discussing the funding of training and education, Joe emphasizes the importance of separate budgets for technical courses, and their impact on rewards and promotions for customer-facing teams. As Joe puts it during the conversation: "We have to make sure that everyone who will be touching a customer is prepared for that moment."

The podcast explores Pure's 'evergreen' product concept, designed for perpetual functionality, with AI-driven proactive customer outreach. Joe and Richard delve into the complexities of maintaining customer satisfaction as the company scales. Joe stresses the importance of simplicity, echoing Richard’s mention of a quote from Einstein about the three levels of intelligence: intelligent, genius, and simple.

Regarding AI, Joe sees it as a tool to enhance engineers' capabilities rather than replacing customer-facing staff. A survey stat reveals 52% of IT buyers plan to invest in AI, emphasizing its role in enriching customer and employee experiences without significant headcount growth.

Joe shares insights from his New York upbringing, acknowledging parental sacrifices for his success. The podcast concludes with a mutual agreement on the critical role of families in personal and professional achievements. Tune in for a compelling discussion on customer-centric strategies and the evolving landscape of technology in customer support.

Find out how predictive CX analytics can help your business: https://ocxcognition.com/
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Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

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