Episode 26

October 6, 2022

(Part 1) Optimizing Customer and Employee Experience to Find Operational Excellence w/ Jessica Noble

View Show Notes

Welcome to another insightful episode of the Professional Services Pursuit podcast! In this episode, we were lucky enough to sit down with one of the foremost experts in customer experience, Jessica Noble. Jessica and Banoo discuss what improving the customer experience looks like today and how improving both your employee and customer experience can play a key role in improving margins. Some other topics covered include:

  • Understanding the mechanics of good customer experience
  • How to maintain your margins in an inflationary market
  • The PAIR methodology and how it drives both customer and employee experience
  • Incentivizing teams to help reduce waste through programs and think tanks
  • How customer experience, employee experience and operational excellence are all inextricably linked
  • Waste management, identifying margin leaks and the most efficient ways to take action
View Transcript

Banoo Behboodi

Vice President, Success Engineering

Banoo Behboodi is a 20+ year software and services leader with extensive experience executing change initiatives with oversight of Customer Success, Professional Services and Delivery and Consulting functions. Banoo’s earlier experiences with AT&T Mobility, Coca-Cola Company and Ernst & Young leading key transformational and compliance projects, provided the foundation needed to be an effective leader and a change agent with a customer first mindset. Banoo is passionate about driving continuous improvement through sharing best practices and empowering resources through technology and analytics to optimize performance and job satisfaction while driving business outcomes.


Brent Trimble

Vice President, Value Engineering

Brent Trimble is a 15+ year agency leadership veteran who has led agency growth and operation initiatives. As Kantata's VP of Value Engineering and the Managing Director of Marketing Service & Agency Vertical, he specializes in mapping and improving agency workflows. Deploying market understanding and best practices, Brent helps agencies refine processes and staffing dynamics. He isolates key metric improvements resulting in faster revenue recognition and ultimately models performance impact. Before joining Kantata Brent held positions at Interpublic Group, Accenture, WPP, independent agencies and consulting firms.