Flip

AI’s evolution is set to warp speed these days, with piles of possibilities for transforming customer service. The trick? Keeping all those AI trends balanced with the timeless power of the human touch.&nbsp;It’s something <a href="https://www.linkedin.com/in/maciejciolek/" rel="noopener noreferrer" target="_blank">Maciek Ciolek</a>, CPTO and Co-Founder of <a href="https://getzowie.com/" rel="noopener noreferrer" target="_blank">Zowie</a>, has some incredible insights around. And he graciously shares them - this week, on Flip CX’s Spamming Zero Podcast.&nbsp;What’s Covered?<ul><li>Maciek’s Take on E-Comm’s Growth and Transformation</li><li>AI's Potential in Personalized Shopping</li><li>Human Touch: Irreplaceable in E-commerce</li><li>The Role of AI Beyond Customer Service</li><li>The Declining Relevance of FAQs</li><li>The Power of Self-Learning</li><li>And more&nbsp;</li></ul>Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Maciek Ciolek

CPTO & Co-founder @ Zowie

Maciek Ciolek, CPTO and Co-Founder of Zowie, has some incredible insights around AI's role in E-Commerce evolution. And he graciously shares them - this week, on Flip CX’s Spamming Zero Podcast. 


Episode 66: Zowie's Vision - Transforming Customer Service With AI

We’re hearing a lot these days about finding “that perfect balance” when it comes to AI and humans… and it’s for good reason! We’re at a crossroads of sorts, and it pays to be especially mindful about our strategies moving forward.It’s something <a href="https://www.linkedin.com/in/michael-vroom-b965819/" rel="noopener noreferrer" target="_blank">Mike Vroom</a>, Senior Director of Customer Service at <a href="https://www.untuckit.com/?utm_source=OrganicSocial&amp;utm_medium=LinkedIn&amp;utm_campaign=VisitWebsite" rel="noopener noreferrer" target="_blank">UNTUCKIT </a>(and beloved Flip customer ;)) has some great insights around. He shares those - this week, on Flip CX’s Spamming Zero podcast.&nbsp;What’s Covered?&nbsp;<ul><li>The Importance of Human Interaction in the AI Era</li><li>Potential Pitfalls of Over-relying on AI</li><li>Finding Balance of Online and Brick-and-Mortar Shopping</li><li>The Human Element in Customer Service</li><li>The Need for Human Management in Tech Adoption</li><li>The Essence of a Brand Beyond Commodities</li><li>And more&nbsp;</li></ul>NOTE: This fantastic conversation will be the last episode of SZ you’ll see for a while, as we’re pausing the show for now. We’ve LOVED being able to bring you weekly insights from the best in the biz, and are looking forward to the possibility of season 2… Stay tuned!&nbsp; To check out any and all of our 67 episodes - listen, rate, and subscribe on<a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank"> YouTube</a>,<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> &nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Mike Vroom

Senior Director of Customer Service at UNTUCKit

Mike Vroom, Senior Director of Customer Service at UNTUCKIT , shares his top tips for balancing AI and the human element. This week - on Flip CX’s Spamming Zero podcast. 


Episode 67: Mike Vroom on Balancing AI and Human Touch in Customer Service

Mike Vroom on Balancing AI and Human Touch in Customer Service

Gotta’ say - we’re pretty lucky to get to chat with some of the most brilliant folks from around the globe here on Spamming Zero.&nbsp;This week, that’s <a href="https://www.linkedin.com/in/lamees-butt-693447a7/" rel="noopener noreferrer" target="_blank">Lamees Butt</a> - SVP of Global Alliances and Channels at <a href="https://zoovu.com/why-zoovu" rel="noopener noreferrer" target="_blank">Zoovu</a>. She brings some fresh perspective on the keys to success in E-Comm, and we’re super excited to share it with you.&nbsp;What’s Covered?&nbsp;<ul><li>The Power of Connected Customer Experiences</li><li>E-Commerce Evolution: Beyond B2C</li><li>AI’s Role in Enhancing Customer Centricity</li><li>The Challenge of Online Product Selection</li><li>The Central Role of Emotion in Customer Experience</li><li>Evolution of AI in Business</li><li>The Hybrid Shopping Experience</li><li>And more&nbsp;</li></ul>Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Lamees Butt is the SVP Of Global Alliances and Channels at Zoovu where she spearheads strategic technology partnerships and relationships. She has over 10 years of experience in shepherding digital transformation efforts and forging partnerships at companies like Mercedes-Benz UK, Salesforce, and Zoovu. Butt’s passion for innovation in the digital space focuses on the belief that when technology is leveraged strategically its ability to create value for businesses and their customers is truly transformative. She is based out of London, UK.

Lamees Butt 

SVP, Global Alliances and Channels at Zoovu 

Lamees Butt, SVP of Global Alliances and Channels at Zoovu joins us this week to discuss the transformative power of Zoovu in the e-commerce landscape, the challenges of B2B sales, the importance of bridging the gap between digital and physical shopping experiences, and more. On Flip CX’s Spamming Zero podcast.


Episode 65: Zoovu's Vision - Guiding E-Commerce Choices

Zoovu's Take On Guiding E-Commerce Choices 

Truth: Frontline Workers are the heart of an organization. And y’all - they know a thing or two about what your customers are saying.&nbsp;So, it makes sense to both listen to them and to focus on helping them succeed in whatever ways possible. Right?&nbsp;It’s something that <a href="https://www.linkedin.com/in/christopherewallace/" rel="noopener noreferrer" target="_blank">Chris Wallace</a>, Co-Founder + President at <a href="https://innerviewgroup.com/" rel="noopener noreferrer" target="_blank">InnerView Group</a>, knows a thing or two about. And he graciously shares his insights. This week, on Flip CX’s Spamming Zero podcast.&nbsp;What’s Covered?&nbsp;<ul><li>The importance of storytelling in sales</li><li>The role of AI in feedback analysis</li><li>The power of frontline insights&nbsp;</li><li>Encouraging innovation among frontline teams&nbsp;</li><li>Authentic messaging&nbsp;</li><li>And more&nbsp;</li></ul>Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

As Co-Founder and President of InnerView Group, we help organizations translate their customer strategies into implementable plans for frontline teams to execute. We bridge the gap between go-to-market strategy and execution. 

Using our premier product, InFront, we offer clients scientific data that measures frontline alignment and confidence around your brand and products. The proprietary insights are an actionable roadmap to building smarter strategies and delivering a more consistent message to customers. 

Our team is full of people, not just resumes. We are enthusiastic, curious, and flexible. We take pride in looking at things through a different lens and giving our clients the courage to embrace new approaches to their challenges. 

With more than 20 years of experience in brand marketing, customer experience, and sales, I am driven by the opportunity to align internal teams to create strong external results. Leading with transparency, energy and a sense of purpose has always been my goal. 

In addition to InnerView, I am a regularly-published author through outlets like Forbes, Harvard Business Review, and Chief Marketer amongst others. Teaching has become a passion as well; I am an Adjunct Professor of Marketing at Villanova University and have gained so much enjoyment and perspective within the classroom. When not working, I am spending time with my family, watching and coaching sports, playing golf or generally enjoying time outdoors. 

To learn more about how we can help you and your team, please visit: https://innerviewgroup.com/ or email me at cwallace@innerviewgroup.com.

Chris Wallace 

Co-Founder + President, InnerView Group

Chris Wallace, Co-Founder + President at InnerView Group, shares top tips around tapping into the insights of your frontline workers + tailoring your sales messaging. This week, on Flip CX’s Spamming Zero podcast. 


Episode 64: Tailoring Sales Messages - Beyond Copying Success, With Chris Wallace

Tapping Into Frontline Workers + Tailoring Your Sales Messages, With Chris Wallace 

This week’s ep is all about branding. And, right now there’s no 2 better brains to pick on the subject than <a href="https://www.linkedin.com/in/blakepinsker/" rel="noopener noreferrer" target="_blank">Blake Pinsker</a> &amp; <a href="https://www.linkedin.com/in/torii-rowe-782a0a161/" rel="noopener noreferrer" target="_blank">Torii Rowe</a> - the power partnership behind <a href="https://www.dreamlabsagency.com/" rel="noopener noreferrer" target="_blank">DREAMLABS</a>. Take in their top tips - this week, on Flip CX's Spamming Zero podcast.What’s Covered?&nbsp;<ul><li>The power of a data-driven partnership</li><li>A peek into DREAMLABS’ playbook&nbsp;</li><li>Helping brands do more with less&nbsp;</li><li>AI: The new age copywriter and animator</li><li>The larger impact of AI on creative processes</li><li>Shopify's sidekick: A game-changer for E-Commerce?</li><li>And a whole lot more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on<a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank"> YouTube</a>,<a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank"> &nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Pioneer of the eCommerce boom. 
Helped a startup grow to over 1M customers. 
Grew social accounts to 5M followers. 
Over 10,000 influencers activated. 
Disrupted a multi-billion dollar industry.
On a mission to do it again, and again.

Blake Pinsker 

Founder at DREAMLABS

Head of Acquisition at DreamLabs Agency
Over 100M+ in Social Advertising Spend 
Building a Few Companies
Upsaint.com 
LLovesick.com

Torii Rowe 

Head of Acquisition at DREAMLABS

DREAMLABS' Blake Pinsker and Torii Rowe share top tips on Branding - this week, on Flip CX's Spamming Zero podcast. 


Episode 63: Inside DREAMLABS - A Conversation With Blake Pinsker & Torii Rowe

Top Branding Tips From DREAMLABS' Blake Pinsker & Torii Rowe

Let’s talk retention strategy. When it comes to bringing customers back again (and again and again), what exactly is the secret?&nbsp;<a href="https://www.linkedin.com/in/nealgoyal/" rel="noopener noreferrer" target="_blank">Neal Goyal</a>, Enterprise Team Lead at <a href="https://www.tapcart.com/?utm_source=linkedin&amp;utm_medium=company-page&amp;utm_campaign=cta-button&amp;utm_content=view-website" rel="noopener noreferrer" target="_blank">Tapcart</a>, has some thoughts on that. And he generously shares them - this week, on Flip CX’s Spamming Zero podcast.&nbsp;What’s Covered?&nbsp;<ul><li>How Tapcart approaches and refines their retention strategy&nbsp;</li><li>The essence of community-driven solutions</li><li>The importance of member interactions over tools</li><li>The role of good customer experience in establishing a community's foundation</li><li>The potential pitfalls of new technology</li><li>The importance of understanding the broader tech ecosystem</li><li>The need for human management, even with advanced AI tools</li><li>And more</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Enterprise Team Lead at Tapcart, where I help brands on Shopify Plus solve challenges with conversions, retention, CX, customer acquisition, and engagement.

I have played a significant role in the go-to-market strategy for Tapcart. In addition to personally closing 31% of new Enterprise revenue in 2022 and 2023, I have help create processes and systems that have helped the sales team scale. This includes: sales team training, AE mentorship, BDR team coaching, Partnerships team training, sales narrative creation, and business model testing.

I also manage a group of account executives helping them master sales execution and increasing the value delivered to brands during the sales process.

My passion include delivering real value to clients, solving their challenges through customized solutions, scoping out complex projects, and seeing their desired brand experience come to life. 

I love building relationships with ambitious founders, creators, and marketers in learning about the challenges they face.  And then getting creative on how to solve them.

With a continual desire to learn and acquire knowledge, I also am highly aware that developing a successful and repeatable consultative process requires ongoing study, self-evaluation, and adaptation. I seek to employ Challenger methodologies and continually refine my skill set that combines a solution-focused mindset that connects with the customer’s challenges they are seeking to solve.

Skills:  Ecommerce | DTC Strategy | Mobile Marketing | Shopify Expert | B2B SaaS Sales  |  MarTech | Sandler Sales Training and Coaching  |  Challenger Sales Method  |  Sales Enablement  |  SDR Training  |  Strategy  |  Mobile App Development  |  Enterprise Sales

Neal Goyal

Enterprise Team Lead at Tapcart

Neal Goyal, Enterprise Team Lead at Tapcart, shares top tips for driving repeat purchases and strengthening your retention strategy. This week, on Flip CX’s Spamming Zero podcast. 


Episode 62: Driving Repeat Purchases - Tapcart's Strategy, With Neal Goyal

Top Tips For Driving Repeat Purchases, With Tapcart's Neal Goyal 

Blink, and the world of E-Comm has evolved. Marketplaces have emerged as a transformative force - something Industry Leader Joanna McKenna has some fantastic insights around. She shares them this week, on Flip CX’s Spamming Zero podcast.&nbsp;What’s Covered?<ul><li>The challenges E-Commerce companies face when deciding to branch out into marketplaces</li><li>The potential of marketplaces in E-Commerce</li><li>The evolution of E-Commerce and the role of traditional retail</li><li>The importance of evaluating channel strategy and considering multiple marketplaces to reach a broader consumer base</li><li>What it takes to stand out in large marketplaces</li><li>And more&nbsp;</li></ul> Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on <a href="https://www.youtube.com/@spammingzeropodcast/videos" rel="noopener noreferrer" target="_blank">YouTube</a>, <a href="https://listen.casted.us/public/126/Spamming-Zero-50f3e248/1540dfdf" rel="noopener noreferrer" target="_blank">&nbsp;Casted</a>,<a href="https://podcasts.apple.com/us/podcast/episode-1-introduction-to-spamming-zero/id1626323789?i=1000564895366" rel="noopener noreferrer" target="_blank"> Apple Podcast</a>, or<a href="https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMTI2L1NwYW1taW5nLVplcm8tNTBmM2UyNDgvZmVlZA" rel="noopener noreferrer" target="_blank"> Google podcasts</a>.

Joanna McKenna

Industry Expert 

Marketplaces have emerged as a transformative force in E-Commerce, and Industry Leader Joanna McKenna offers top tips on utilizing a balance of AI and the human touch to find success there. This week, on Flip CX’s Spamming Zero podcast. 


Episode 61: If You Build It They Will Come - Establishing A Marketplace Presence As An Ecomm Brand

Establishing A Marketplace Presence As An Ecomm Brand With Joanna Mckenna 

Spamming Zero

About Flip

Ever slam zero to get past a shitty customer service robot? What’s with that? We’re a couple of outsiders turned insiders relaying findings from the frontlines and unpacking what it all really means. We talk with some of the most brilliant minds across industries to bring listeners insights, laughs, and a whole lot more.&nbsp;Flip CEO Brian Schiff and CMO James Gilbert chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch. From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.

Episode 66: Zowie's Vision - Transforming Customer Service With AI

DESCRIPTION

Today's Host

Brian Schiff

James Gilbert

Today's Guests

Maciek Ciolek

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