I interviewed Rimple Patel, Chief Customer Officer at Eightfold AI and former VP of Customer Experience Strategy and Innovation at Workday. We discussed her career journey after moving to the US and how she ultimately became a C-Level executive.
As Chief Customer Officer, Rimple has pioneered intentional listening strategies to transform companies into more customer-centric organizations. She shares valuable insights on creating products and cultivating a company culture that keeps customers happy.
This episode is particularly special to me because Rimple and I were schoolmates in Malawi, the warm heart of Africa, 30 years ago!
Success in both life and business comes from embracing what makes you unique, taking chances on yourself, and focusing on the right things. Whether it's building a customer-centric culture, fostering resilience, or balancing personal and professional life, it's all about being intentional and trusting the process. Remember, the challenges you overcome today become the strengths you rely on tomorrow.
– Rimple Patel
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Topics we discussed
How Malawi shaped our early lives.
Why Rimple chose to study in the US instead of the UK.
Challenges when moving from Malawi to the US.
How Rimple found her calling and voice in her professional journey.
Transitioning into senior leadership roles and the responsibilities that come with it.
How to build a customer-centric culture.
Differences and overlaps between CCO and CPO roles.
Balancing customer needs and company vision.
How to gather insights from customers.
Sacrifices Rimple made for her career.
Examples of mothers who’ve made it big in their careers.
Managing work-life balance and setting boundaries.
Dealing with fear when interacting with experienced, smart people.
Maintaining a "smile file" for boosting confidence.
How Rimple manages her time.
Advice for women in leadership roles.
Insights from Rimple
“Embrace what makes you unique and different; that's what will help you thrive.”
– Rimple Patel“Focus on the right things, and the right outcomes will follow.”
– Rimple Patel“You have to take chances on yourself, even if you might fail. Through failure, you learn the most about yourself.”
– Rimple Patel“Customer over company, over team, over self. This framework has guided my approach to leadership and customer satisfaction.”
– Rimple Patel“Building trust with your team starts with listening and understanding. You can't drive change effectively without it.”
– Rimple Patel“The challenges you overcome are what give you strength for the future.”
– Rimple Patel“Creating a customer-centric culture is everyone’s responsibility, not just the CCO’s.”
– Rimple Patel“Work-life balance is about setting boundaries and being intentional with your time.”
– Rimple Patel“Don’t think about what could go wrong, think about what could go right.”
– Rimple Patel“Happy employees make happy customers. Focusing on your team is crucial for long-term success.”
– Rimple Patel
People mentioned
Yamini Rangan (CEO of Hubspot)
Chano Fernandez (Former CEO of Workday)
Emily McEvilly (Former CCO at Workday)
