The CX Innovation Playbook

#19 - Uncomplicated Tech and Human-First Culture with Mika Yamamoto of Freshworks

On this episode of the CX Innovation Playbook, FPS CEO Amit Basak sits down with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, to discuss building a world-class customer experience, cultivating a positive workplace, and achieving success as a young professional. Drawing on her experience at Microsoft, SAP, and Amazon, Mika describes how true innovation requires breaking down organizational silos and eliminating "zero-sum games" to create a company-wide obsession with the customer outcomes. They also cover tactical approaches for creating a positive culture at work, why integrity is a superpower, and the value of uncomplicated tech.

#18 - Tying Support Metrics to Business Outcomes With Emre Tekoglu

Amit Basak, CEO of Full Potential Solutions, talks to Emre Tekoglu, VP of CX of Zywave, about why customer retention is more important than cost of support, how to tie support metrics to business outcomes, how support agents can positively impact the sales of a company as trusted advisors to their customers, and more.

#17 -Simplifying B2B Support while Keeping Customer Intimacy with Jaakko Jutila

In this episode of The CX Innovation Playbook, Amit Basak speaks with Jaakko Jutila, VP of CX at Basware, about building customer intimacy in complex B2B environments. They discuss how to simplify support workflows without losing empathy, how Basware uses AI to boost internal efficiency and identify friction early, and why empowering frontline managers is key to sustainable CX leadership.

#16 - Keeping the Personal Touch at Scale with Amber Monroe

Amit Basak, CEO of Full Potential Solutions, talks to Amber Monroe, SVP of CX at Paradigm Senior Services, about leveraging AI to make their customer journey friendlier, keeping the human touch even as the company scaled, remembering to diversify while scaling, and more.

#15 Driving Incremental Revenue Growth With CX with Travis Hill

Amit Basak, CEO of Full Potential Solutions, talks to Travis Hill, Vice President of Customer Experience at Altify, about how customer success is undervalued as far as incremental revenue growth, how he would scale an organization from 10 million to 500 million, why you should have a personalized platform for managing big enterprise accounts, and more.