The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot

Punk CX with Adrian Swinscoe

Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth.

This interview follows on from my recent interview – There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa – and is number 511 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: Today’s episode is sponsored by Hubspot who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com.