#80 • 11 March 2020
A weekly round up of the CX stories that hit home  
Dear Earthling,

How do you keep your business growing when what you’re selling is not enough?

When you’re focussed on growing a business, you have to go above and beyond to meet your customers’ needs. And this often means developing new products.  

But knowing which products to develop and how to launch them is not an easy job. 

And that’s what Miguel Ribeiro has been doing as the Head of Growth of Zomato, one of the world's biggest restaurant aggregators and food delivery startups with over 80 million active users. For the past six years, Miguel Ribeiro has put his heart and soul into Zomato, focusing on growth, building the team, and developing new products.

But joining an early-stage startup isn’t necessarily a walk in the park. And Zomato’s success wasn't due to luck. It took a lot of blood, sweat, and tears to get to where they are.

In the fifth episode of the Customer Centric Podcast, we sat down with Miguel Ribeiro to talk about his own recipe for success and how Zomato is shaping the future of food.

Give it a listen and let me know what you think! 

Happy listenings,
This week's top picks 🔖 
Miguel Ribeiro: an appetite for business  
At Zomato, Miguel Ribeiro isn’t just focussed on growth — he’s following his own recipe for success and shaping the future of food.

Listen to our new podcast episode with Miguel Ribeiro, Head of Growth at Zomato, one of the world's biggest restaurant aggregators and food delivery startups. As if Zomato’s 80 million users weren’t enough, Ribeiro has been a tireless advocate for business innovation and introducing new products in the market.
😬 You might be hiring the wrong people for customer support. Here’s why.
Ask most people working in customer support what it takes to be a good agent, and they’ll tell you that it should be someone who’s a good listener, who enjoys solving other people’s problems. Someone who’s empathetic. Which is why we were struck when we read a study published on Harvard Business Review, claiming that agents who are empathetic, good listeners and who try to understand other people’s problems are not the best performers.
The essential questions that have powered this top Silicon Valley manager’s career
Julie Zhuo first started working at Facebook as an intern over a decade ago. Since then, she’s risen through the ranks to become VP of Product Design at the company, leading a team of hundreds that’s charged with designing the app billions of users see every day. But reflecting on her career, it was the moment when she first put on the manager’s cap that stands out most.
😷 How working parents can prepare for Coronavirus closures
Covid-19 is disrupting business as usual. You’ve probably received emails from your employer about how to prepare for the potential need to work from home for extended periods of time. The problems are compounded for working parents, who are facing an even more complex set of questions about how to manage not only potential work closures but also potential school and daycare closures.
🤖 AI innovators should be listening to kids
From Greta Thunberg’s student-led climate strikes to the youth-driven protests in Hong Kong and Chile, the next generation is increasingly demanding a voice on pressing issues. Youth movements are reenergizing paralyzed debates among adults with fresh perspectives, inconvenient questions, and the rhetorical power of having to live with the long-term fallout of our short-term thinking.
Speaking words of wisdom💡

One cannot think well, love well, sleep well, if one has not dined well.

— Virginia Woolf, writer
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