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The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Sep 15, 2015

Not every company's Chief Customer Officer has the same scope. For example at DoubleDutch, Chief Customer Officer Annie Tsai manages both the customer service and sales teams.

In this podcast Chief Customer Officer Annie Tsai talks about her secret sauce to leading customer engagement for such a fast growth company with a unique stakeholder audience. She's a great example of how to lead when you're clientele is both B2B and B2C. She talks about how brands are making an effort to engage with customers via social media, and how DoubleDutch is adding a personal touch to community engagement (for not just B2B clients).

Annie's work day starts around 5am. In our podcast she opens up to talk more about what it's like to have an exciting and demanding career and a young child at home. Annie is passionate about mentoring others and has solid advice on not only customer engagement but career advice for newbies to customer engagement.

More about Annie Tsai

Annie is a customer experience focused executive with a "jack of all trades" mentality. She’s known as a balanced strategic and operational leader that loves to roll up her sleeves and get down to business. She’s also a published author and industry speaker. Prior to DoubleDutch she was Chief Customer Officer at Demandforce, an Intuit company where she oversaw customer success during DemandForce’s fastest period of growth. While at Demandforce, Annie transformed the way their customers used technology and social tools, building trust and community around the Demandforce product. At DoubleDutch, she spearheads a similar paradigm shift, increasing not only application adoption and utilization, but event return on investment for customers as well.

DoubleDutch provides mobile applications and performance analytics for events, conferences, and trade shows for more than 1,000 customers including SAP, UBM, and Urban Land Institute. Founded in 2011, DoubleDutch was recently named to Inc. 5000’s list of fastest growing private companies, AlwaysOn’s Global 250 best-of-breed private companies in SaaS and Enterprise, and Forbes’ list of 10 hot companies to work for in San Francisco. DoubleDutch is based in the Mission District of San Francisco with regional offices in Amsterdam, London, Hong Kong, and Portland. DoubleDutch has raised almost 80 million dollars since its inception in 2011.

Show note correction: Annie Tsai will be speaking at Frost & Sullivan this year but not Gartner

For more customer experience content from Blake Morgan sign up for the Customer Experience Weekly here.

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