Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX efforts in organizations are often handled separately, why you need to prioritize and foster a positive employee experience, the important role that Diversity, Equity, Inclusion and Belonging plays in this and what leaders should be thinking about and doing so they can merge their CX and EX efforts.
This interview follows on from my recent interview – The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho – and is number 445 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk.
Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results.
The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology.
Do check it out by following this link or by clicking on the whitepaper image.
Here’s the highlights of my chat with Liza:
Liza Smyth is SVP of customer experience of Formstack, where she leads customer experience efforts, building a vision for delivering customer care and supporting the company’s 25,000 customers. Before joining Formstack, Smyth spent 15 years working for some of the world’s most prestigious tech companies, including Apple and LinkedIn. With experience throughout the customer journey—from international sales to growth and engagement—Smyth is a proven customer experience leader. In addition to Smyth’s passion for customer experience, she advocates for diversity, inclusion and belonging, and mental health leading Formstack’s DEIB Council. She is also a certified suicide prevention counselor.