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Outside In with Charles Trevail
The Customer Centricity Podcast

Outside In with Charles Trevail takes a look at the strategies and philosophies of the world’s most customer-centered brands. Leaders from business, media, and academia discuss the importance of being a customer-inspired organization, and share best practices on how to get there.

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Charles-biophoto.png Charles Trevail
CEO, C Space & Host of Outside In

NEW: Ep. 2:  How SunTrust Bank is Creating a Purpose-Driven Customer Movement
January 17, 2017

People have grown leery of big banks. But some are restoring public confidence with customer-driven agendas. SunTrust is one of them. Jeff VanDeVelde, the bank’s head of Customer Experience, discusses banking with authenticity and purpose.

Listen to this episode to learn:
  • Why finding SunTrust’s authentic purpose was so crucial in improving the customer experience and delivering on its brand promise
  • How SunTrust took an “outside in” approach to create a customer-centric culture while avoiding some common pitfalls
  • Why having a purpose-driven mission means making some big changes to the customer experience journey, and how companies can start by leveraging authenticity and empathy 
Learn more about this episode on The Huffington Post.
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Archived Episodes
Ep. 1:  Building Customer Experiences at The New York Times
January 9, 2016


C Space CEO, Charles Trevail, hosts this inaugural podcast to discuss the business world, changing customer needs, and the convergence of the two. He’s joined by The New York Times’ Ejieme Eromosele, Managing Director of Customer Experience, to explore the evolution of customer experience at the Gray Lady.

Listen to this episode to learn:
  • How a focus on subscribers and customer experience is aiding The New York Times’ shifting business model from advertising-based to subscription-based 
  • What leaders across the organization are doing to align goals that prioritize the customer experience
  • How journalists in the newsroom are building stronger relationships with readers and why they are embracing the “customer” like never before
Learn more about this episode on The Huffington Post.
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Ep. 2:  How SunTrust Bank is Creating a Purpose-Driven Customer Movement
January 17, 2017

People have grown leery of big banks. But some are restoring public confidence with customer-driven agendas. SunTrust is one of them. Jeff VanDeVelde, the bank’s head of Customer Experience, discusses banking with authenticity and purpose.

Listen to this episode to learn:
  • Why finding SunTrust’s authentic purpose was so crucial in improving the customer experience and delivering on its brand promise
  • How SunTrust took an “outside in” approach to create a customer-centric culture while avoiding some common pitfalls
  • Why having a purpose-driven mission means making some big changes to the customer experience journey, and how companies can start by leveraging authenticity and empathy 
Learn more about this episode on The Huffington Post.
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Ep. 3: Two Companies, One Goal: Designing a Winning Customer Experience at Verizon and The Nature’s Bounty Co.
Coming Soon

The Nature’s Bounty Co. is a health and wellness company. Verizon, telecommunications. Customer centricity is an operational imperative for both. Chief Customer Officer at The Nature’s Bounty Co., Andrew Archambault, and Verizon’s Head of Customer Experience Innovation, Justin Reilly, explain why customers are the ultimate disruptors.

Listen to this episode to learn:
  • Advice from two leaders operating in different industries about how to make customer centricity a core operational imperative within an organization
  • How Nature’s Bounty Co. spends a lot of time with two key customer groups, shoppers and retail partners, to make the point-of-purchase experience less overwhelming and more rewarding
  • Why Verizon regularly co-creates with customers and how these “largely transformative” co-creation sessions add a human element to the company's products and experiences 


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Ep. 4: How Travelport is Recoding the Rules of Customer Experience
Coming Soon

Listen to this episode to learn:
  • Why partnering with customers throughout the design, testing, and development process is a smart, affordable approach to customer experience design
  • The real difference between user experience and customer experience, and what elevates them both
  • Creative techniques and tangible practices for building greater customer empathy amongst employees
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