Episode 16:

Beyond Retention: Epos Now's Playbook for Customer-Centric Growth

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Summary

In this episode of the CX Coffee Chat, host Matthew Kettell speaks with Ismail Ostrilski, VP of Operations at Epos Now. They discuss how scaling businesses can optimize their operations, streamline increasingly complex processes, and ensure that teams and functions work effectively together. Ismail shares insights from Epos Now’s experience supporting small and medium-sized businesses, including how its operational approach has evolved as the company has grown and the strategies leaders can use to build an efficient, scalable framework for long-term success.

MAIN TAKEAWAYS:

Make operations the central engine connecting every department.
Eliminate silos and force cross-functional alignment.
Build one shared source of truth for customer and operational data.
Turn customer feedback into direct product and process improvements.
Automate repetitive work so teams can focus on high-value priorities.
Use AI and analytics to anticipate problems and make faster decisions.
Optimize every process around customer value and scalable growth.

Chapters:

00:00 – CX Coffee Chat introduction
00:30 – Welcome and guest introduction
01:00 – Ishmael’s role and overview of Epos Now
02:23 – Running operations in a fast-scaling business
03:04 – How the role of operations has evolved
05:39 – How operational leaders’ priorities are changing
08:05 – Connecting operations with product, finance and customer success
09:36 – Breaking down data silos and centralizing systems
11:30 – Building a complete customer profile and feedback loop
14:04 – Creating an open and collaborative company culture
16:33 – Maintaining culture while scaling globally
19:32 – Using AI and automation in operations
20:35 – Embedded AI versus AI that supports employees
21:35 – How Epos Now empowers teams with AI tools
22:31 – Sidekick: Epos Now’s proprietary AI model
24:03 – Advice for operations leaders in scaling businesses
24:31 – Look beyond standard operating procedures
25:50 – Closing remarks

Episode 16:

Beyond Retention: Epos Now's Playbook for Customer-Centric Growth

Listen on:

Summary

MAIN TAKEAWAYS:

Chapters:

Check out the rest of the episodes!