It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto

Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use spatial data and analysis for more efficient delivery routes, better behavioural marketing, strategic store placements, and much much more. Nadine joins me today to talk about taking a different approach to customer success, the level of alignment (or lack of alignment) customer success teams often have with other teams like marketing, sales, service, product, support etc, the capability gap within data-driven decision-making and whales! This interview follows on from my recent interview – The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard – and is number 522 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.