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

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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

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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 brings more than 15+ year’s of leadership experience in Management Consulting, Strategic Delivery, Marketing services and product development firms to his technology role at Kantata. As the VP of Value Engineering and the Managing Director of Marketing Service & Agency Vertical, he specializes in identifying process improvement potential, business optimization and key health metrics for alignment and orientation.

With deep business understanding through an operator lens - Brent works with Kantata partner firms to refine intrinsic and extrinsic value drivers - giving firm principals the focus required for adoption, mobilization, value realization and ultimately - success.

Prior to joining Kantata, Brent was a client of the platform and held positions at Interpublic Group, Accenture, WPP, and independent marketing consulting firms.