Articles about Customer Experience Programs - Next Generation Customer Experience

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As Rosetta Stone has grown into a large public company with millions of learners using its language software in 150 countries, providing an excellent customer experience has become more involved and demanding. By building out a “Customer Success” team based in the US, the company is responding to the global need for reliable and helpful service but has lots of cultural considerations to make in the process.

In this podcast interview, Jay Topper, the company’s SVP of Customer Success, cites the digital realm as a great place to enhance his global customers’ experiences and track what he calls the “learner’s happy usage.” He and his Customer Success team use Facebook – which Jay calls a 24/7/365 focus group – to engage their global learners.

Hear more of his advice for providing the best customer experience to such a complex network of users in this exclusive podcast.

Employee Engagement - Listening to the voice of the employee

Customer Loyalty - How to improve this key measure in changing times

Customer Experience Management - Learning about the role of CCOs

Voice of the Customer - How it should impact your experience program

Customer Lifetime Value - Benchmarking this key statistic

Consumer Insight - How to deliver what customers expect

Customer Touch Points - Maintaining consistency in your customer strategy

In-store Experience - Integrating new technologies






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