Episode 6:

From Amazon to Skyscanner: Vidya's Journey in Shaping Customer Experience

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Summary

In this episode of CX Coffee Chat, join us as Daniel, EMEA Business Director at The Nest by Concentrix, sits down with Vidya Murali, the innovative Scale-Up Strategy Expert. Vidya, who has led strategic initiatives at industry giants like Amazon and Deliveroo and is now making waves at Skyscanner, shares her expertise on the intricacies of scaling businesses.

Dive into a conversation about turning high-level strategies into actionable plans, harnessing cutting-edge technology, and the essential role of empathetic leadership in driving innovation.

Plus, get an exclusive sneak peek into her forthcoming book, How to Thrive in a Scale-Up Business, where she reveals strategies for navigating the complexities of growth, enhancing customer experiences, and making a significant impact in the tech landscape.

Tune in for a compelling discussion that merges visionary insights with practical execution, and be inspired by Vidya’s approach to thriving in today’s dynamic business world.

MAIN TAKEAWAYS:

Customer experience is a key focus throughout Vidya’s career, from Amazon to startups.
Influencing stakeholders and prioritizing initiatives require a customer-centric approach.
Metrics such as NPS and revenue impact are important for tracking customer experience.
Creating a customer-centric culture is crucial for sustainable growth in startups.
Vidya’s upcoming book, ‘How to Thrive in a Scale-Up Business,’ provides practical tools and insights for success in the scale-up environment

Chapters:

00:00 Introduction and Overview
01:26 Vidya’s Journey: From Amazon to Advisor and Author
04:11 The Importance of Customer Experience
09:27 Influencing Stakeholders and Prioritizing Initiatives
13:15 Creating a Customer-Centric Culture in Startups
18:28 The Future of Startups and the Role of Customer Experience
27:51 Sneak Peek: ‘How to Thrive in a Scale-Up Business’
32:44 Conclusion