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CX Insider - Customer experience leaders sharing insights and ideas for customer service successAuthor: ACF Technologies
The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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"don't wait for things to break" - W / Zertashia Awan (Amazon) #131
Episode 130
Monday, 2 June, 2025
In this episode of the CX Insider Podcast, we’re joined by Zertashia, Director of Customer Experience at Amazon, for a deep-dive into what truly defines world-class customer experience at scale. We unpack how Amazon scales empathy, trust, and operational excellence globally—making customer experience not just a principle, but a system embedded into every layer of the organisation. From treating defects like data points to ensuring customers are never metaphorically "on mute," this conversation is packed with real insights and practical mechanisms for founders, CX leaders, and innovators in any industry. Content: 00:00 – Intro: Scaling with Purpose 00:47 – From Headsets to Global CX Strategy 03:07 – Trust Over Charm 07:50 – Universal Truths in CX 09:46 – Mechanisms vs. Mantras 13:23 – CX Across Silos 17:11 – The Myth of Customer Delight 21:37 – Global Scale, Local Relevance 24:50 – Don’t Wait for Breakage 28:18 – Unmute the Customer
