In this episode, we meet Dr. Chitra Ranganathan, Head of Data Science and Analytics at Atlassian. She shares her inspiring journey from academia to top roles at Microsoft, Amazon, and now Atlassian. Dr. Chitra talks about designing better employee and customer experiences using data, including her work on Amazon's groundbreaking feedback system, Amazon Connections. She explains how AI and machine learning help turn data into action and offers thoughtful advice on staying customer-focused in the long run.

[01:47] Dr. Chitra's Career Journey

[07:37] Insights from Dr. Chitra's Career

[10:55] Amazon's Employee Feedback Program: Amazon Connections

[17:54] Impact on Employee Experience

[21:40] Challenges and Innovations

[34:29] Dr. Chitra's Role at Atlassian

[36:00] The Role of AI in Capturing Sentiment

[39:09] Final Thoughts

Connect with Dr. Chitra Ranganathan

Linkedin: linkedin.com/in/chitra-ranganathan-ph-d-

Website: atlassian.com/

Follow Be Customer Led on LinkedIn

linkedin.com/company/becustomerled

Connect with Marbue Brown on LinkedIn

linkedin.com/in/marbuebrown

Meet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Brett emphasizes the vital link between employee and customer experience, illustrated through real-world examples and his Five A's framework—Acknowledge, Align, Assist, Advise, and Ask. Throughout the conversation, Brett explains how these principles drive long-term customer loyalty and business profitability.

[01:46] Brett's Career Journey and Background

[08:12] The Interconnection of Customer and Employee Experience

[13:53] The Five A's of Successful Customer Engagement

[26:02] The Hidden Profit Center and Long-Term Value

[32:56] Practical Applications and Real-World Examples

Connect with Brett:

LinkedIn: linkedin.com/in/brettfrazer/

Mentioned in the episode:

Your Hidden Profit Center: Mastering the 5 A's of Successful Customer Engagement: amazon.com/Your-Hidden-Profit-Center-Successful

In today's episode, Zach Riggar, Vice President of Digital Marketing for Major League Soccer (MLS), shares his extensive career journey, highlighting his work with big brands and his role in the evolution of digital marketing in sports. He discusses MLS's growth, fueled by innovative technology, high-profile players like Lionel Messi, and the upcoming 2026 World Cup. Zach emphasizes the emotional nature of sports marketing, strategies for fan engagement, and the importance of balancing brand and performance marketing. He also talks about how MLS clubs shape fan experiences, the significance of first-party data, and the league's approach to growing its fanbase.

[00:58] Zach's Professional Journey.

[02:53] MLS's Rise in Popularity

[04:44] Differences in Customer Experience in Sports

[06:53] Engaging and Retaining Fans

[09:19] MLS's Approach to Growing Fan Base

[11:11] Favorite Platforms for Engagement

[13:19] Elevating the Fan Experience

[16:49] Unique Club Personalities

[21:40] Learning from Other Leagues

[27:09] Balancing Brand and Performance Marketing

Connect with Zach:

Linkedin: linkedin.com/in/zachriggar/

Website:jobs.mlssoccer.com/