Episode 11: Turning Frustrated Customers Into Your Biggest Asset (Yael Shemer, Tulu)
The Future of CX5 Feb 2025

Episode 11: Turning Frustrated Customers Into Your Biggest Asset (Yael Shemer, Tulu)

What if your most frustrated customers could become your greatest allies? 🤔

In this episode, Yael Schemer, Co-founder & CCO of Tulu, joins hosts Nadav Kemper and Doron Pryluk to share the secrets behind building a customer experience strategy that not only addresses pain points but turns them into growth opportunities.

Learn how Tulu is redefining shared living with their innovative resource-sharing platform while putting customer-centricity at the heart of every decision. From starting small—using WhatsApp for support—to scaling with AI and local community managers, this episode dives deep into balancing human touch and cutting-edge tech.

Tune in to learn:

  • How Tulu used customer insights as a springboard to scale while keeping service personal.
  • The crucial role of data-driven decisions in optimizing product offerings and delighting users.
  • Why blending human relationships with AI tools is the future of CX.

This episode is a masterclass on balancing innovation and empathy in business, packed with lessons startups can use to supercharge their growth.

Grab your coffee, plug in your earbuds, and join us for a conversation that might just change how you think about your customers.

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Episoder(18)

Episode 16: Creators at the Core - How Artlist Reinvents Customer Support (Hayley Johnson)

Episode 16: Creators at the Core - How Artlist Reinvents Customer Support (Hayley Johnson)

What does it take to build a support team that’s not just answering tickets, but actually shaping the future of customer experience? In this episode, Hayley Johnson (Head of Customer Success at Artlis...

23 Jul 202536min

Episode 16: How to Elevate Your Super Users Into Support Champions?

Episode 16: How to Elevate Your Super Users Into Support Champions?

What if your most vocal critics could become your best support agents? 🚀Nadav Chomed from Elementor reveals how they transformed their CSAT from 1.5 to 4.3 in ONE WEEK by recruiting super users direc...

9 Jul 202538min

Episode 15: Amplifying the Customer’s Voice (Gil Perlman, Head of Customer Experience @ Riverside.fm)

Episode 15: Amplifying the Customer’s Voice (Gil Perlman, Head of Customer Experience @ Riverside.fm)

Is your organization truly listening to customers, or is their feedback disappearing into a black hole?In today's episode, hosts Nadav Kemper (CEO, Quack) and CX expert Doron Pryluk welcome Gil Perlma...

10 Apr 202537min

Episode 14: Making Customer Support a Dream Job - The Monday.com Way

Episode 14: Making Customer Support a Dream Job - The Monday.com Way

Join us for a captivating episode of The Future of CX, hosted by Nadav Kemper, CEO of Quack, and Doron Pryluk, seasoned CX executive. In this insightful conversation, Natalie Margolin, VP of Customer ...

26 Mar 202545min

Episode 13: Can Support Leaders Trust AI? Bridging the Confidence Gap with Yoni Voronov

Episode 13: Can Support Leaders Trust AI? Bridging the Confidence Gap with Yoni Voronov

Are customer support leaders really ready to trust AI to handle their most critical tasks? In this thought-provoking episode, hosts Nadav Kemper (CEO, Quack) and seasoned CX expert Doron Pryluk sit do...

5 Mar 202536min

Episode 12: Pontera's Blueprint for High-Touch & High-ROI CX

Episode 12: Pontera's Blueprint for High-Touch & High-ROI CX

How do you deliver high-touch customer support at scale - without losing efficiency? In this episode of The Future of CX, we sit down with Cynthia Gordon, Senior Director of Customer Support at Ponter...

19 Feb 202533min

Episode 10: How to Scale CX Teams Without Scaling Costs?

Episode 10: How to Scale CX Teams Without Scaling Costs?

Scaling CX teams without skyrocketing costs? Sounds impossible, right? Not for Gil Almog. In our latest episode, Nadav and Doron sit down with Gil Almog, Senior VP of Customer Experience at Guesty, ...

22 Jan 202538min

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