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cover of episode #4 Adam Vasallo: Redefining Customer Experience With Technology

#4 Adam Vasallo: Redefining Customer Experience With Technology

2023/11/15
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Adam Vasallo: Big Brothers Big Sisters 致力于为面临困境的青年提供改变人生的指导机会。组织利用数字化营销、战略合作伙伴关系和校友网络来提高知名度并招募志愿者（Bigs）。技术在个性化体验和保持匹配联系方面发挥着关键作用，尤其是在疫情期间。组织通过严谨的研究来衡量其长期社会影响，并利用数据来改进项目和合作伙伴关系。其客户体验策略包括为 Bigs 制定旅程地图、提供强大的匹配支持系统以及衡量长期社会影响。 Lauren: 访谈围绕 Big Brothers Big Sisters 如何利用科技提升客户体验，追踪长期社会影响展开。Lauren 与 Adam Vasallo（Big Brothers Big Sisters of America 的首席营销官）探讨了组织的使命、志愿者招募策略、技术应用、疫情期间的应对措施以及长期社会影响的衡量方法。访谈中，Lauren 积极引导 Adam Vasallo 分享 Big Brothers Big Sisters 的成功经验，并探讨了客户体验的各个方面，包括志愿者招募、匹配过程、技术应用以及数据分析等。

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Adam Vasallo, CMO of Big Brothers Big Sisters of America, discusses the organization's history, mission, and impact. Founded in 1904, Big Brothers Big Sisters has served over 2 million youth in the past decade, creating life-changing mentorship opportunities. Adam shares his personal experience as a Big Brother and highlights the organization's commitment to youth empowerment and positive change.
  • Big Brothers Big Sisters of America, founded in 1904, has served over 2 million youth in the last 10 years.
  • The organization has an estimated 20 million alumni and champions across the country.
  • The mission is to provide mentorship opportunities for youth facing adversity, with a focus on justice, equity, diversity, and inclusion.
  • The organization operates through a federated model of 230 local agencies across 50 states.

Shownotes Transcript

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.

In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. 

Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. 

Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. 

Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit.

 

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Watch the episode on YouTube: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1)

 

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(00:00) Preview 

(00:32) Introducing Adam Vasallo

(04:30) Creating life-changing mentorship opportunities  

(08:15) Recruiting and Onboarding “Bigs”

(13:10) Engaging Bigs and Littles throughout the mentorship 

(17:56) Leveraging Technology To Enhance CX 

(24:01) Supporting The Mission Through The Pandemic 

(28:32) Measuring Long-Term Societal Impact

(33:16) Leveraging Data to Improve Programs and Partners

(36:55) Keys to Mapping The end-to-end CX Journey