Episode 1:

Cultivating A Culturally Relevant Customer Experience at MAZA

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In this episode, we explore MAZA‘s customer experience strategy, focusing on the importance of cultural relevance in conjunction with technological advancements and trust-building initiatives. Laura Morales, MAZA’s Member Experience Manager, shares insights into the company’s approach to CX, emphasizing the significance of understanding and meeting the unique needs of the Latino community in the United States. From leveraging AI tools to empowering customer support agents as brand advocates, MAZA prioritizes authenticity and simplicity in its interactions with customers. 
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  • Know your audience and understand their needs and wants.
  • Cover the basics and address support tickets swiftly.
  • Promote authenticity and active listening in customer interactions.
  • Simplify complex concepts and make the customer journey to a solution simple.
  • Earn the trust of customers, especially in the Latino community.
  • Gather feedback from both customers and agents to improve the overall experience.
  • Maintain cultural relevance as services expand.
  • Use AI tools to improve efficiency, but prioritize human connection.
  • Delegate and empower your team to achieve their best.
  • See support teams as assets and focus on generating revenue from customer service.


Laura Morales Maza
  • 00:00 Introduction and Background
  • 05:12 Overview of Role as Senior Member Experience at Masa
  • 07:07 Strategies for Positive and Memorable Customer Experience
  • 13:18 Cultural Relevance in Customer Experience for the Latino Community
  • 16:12 Challenges in Delivering Exceptional Experience for the Latino Community
  • 22:54 Expanding into Savings and Maintaining Cultural Relevance
  • 28:06 Tools and Technology for Customer Experience
  • 30:31 Challenges Faced in the Role and Overcoming Them
  • 33:27 Final Advice for the Audience

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