--- title: "264: Uncomplicate Your IT and Customer Service | Mika Yamamoto" description: "264: Uncomplicate Your IT and Customer Service | Mika Yamamoto" image: https://www.cxchronicles.com/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-44-09-6991-AM.jpg --- [Skip to content](https://www.cxchronicles.com/blog/264-uncomplicate-your-it-and-customer-service-mika-yamamoto#main) [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=500&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) [Services](https://www.cxchronicles.com/services/) [Partners](https://www.cxchronicles.com/partners/) - [Strategic partner networkVetted CX and RevOps tools, preferred pricing](https://www.cxchronicles.com/partners/) - [HubSpot Solutions PartnerImplementation, onboarding and migration](https://www.cxchronicles.com/partners/hubspot/) [Podcast](https://www.cxchronicles.com/podcast/) - [The CXChronicles PodcastEpisodes, rankings and how to listen](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorshipFeatured episodes for your brand](https://www.cxchronicles.com/podcast-content/) [Events](https://www.cxchronicles.com/events/) [Insights](https://www.cxchronicles.com/insights/) - [BlogArticles and guides from CX leaders](https://www.cxchronicles.com/insights/) - [Case studiesResults from our clients](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars bookAdrian's playbook for growing with CX](https://www.cxchronicles.com/the-four-cx-pillars/) [About](https://www.cxchronicles.com/about/) [Book a consultation](https://www.cxchronicles.com/contact-us/) Menu - [Services](https://www.cxchronicles.com/services/) - [Partners](https://www.cxchronicles.com/partners/) - [HubSpot Solutions Partner](https://www.cxchronicles.com/partners/hubspot/) - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorship](https://www.cxchronicles.com/podcast-content/) - [Events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [Case studies](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) - [About](https://www.cxchronicles.com/about/) - [Book a consultation](https://www.cxchronicles.com/contact-us/) [Insights](https://www.cxchronicles.com/insights/) # 264: Uncomplicate Your IT and Customer Service | Mika Yamamoto By **Adrian Brady Cesana** August 28, 2025 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) ![](https://www.cxchronicles.com/hs-fs/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-44-09-6991-AM.jpg?width=1400&name=img-Nov-12-2026-10-44-09-6991-AM.jpg) Hey CX Nation, In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA.  Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences.  Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences. \*\*Episode #264 Highlight Reel:\*\* 1\. The power of reflection & attention to the customer journey you're building 2\. Enhancing customer experience through employee engagement  3\. Building your playbook on tech-stack efficiency and utilization 4\. Breaking down silos to build world-class customer & employee experiences 5\. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) [Click here to learn more about Mika Yamamoto](https://www.linkedin.com/in/mikayamamoto/) [Click here to learn more about Freshworks](https://www.freshworks.com/) Huge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future. For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation".  You know what would be even better? Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders! Want to see how your customer experience compares to the world's best CX-driven companies?  We recently launched [CXC Healthzone, an intelligence platform](https://cxchronicles.com/#cxc-healthzone) that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future.  Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit! [Reach Out To CXC Today!](https://www.buzzsprout.com/139790/fan_mail/new) [Support the show](https://cxchronicles.com/) Contact CXChronicles Today - Tweet us @cxchronicles - Check out our Instagram @cxchronicles - [Click here to checkout the CXC website](https://cxchronicles.com/) - Email us at [info@cxchronicles.com](mailto:info@cxchronicles.com) ***Remember To Make Happiness A Habit!!*** ## Want help putting this into practice? A 30-minute conversation, no obligation. We'll tell you where we'd start. [Book a consultation](https://www.cxchronicles.com/contact-us/) [← Back to all insights](https://www.cxchronicles.com/insights/) ## Get CXC Weekly Join 15,000+ customer-focused leaders who get our weekly roundup of new episodes, insights and events. [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=360&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) Make happiness a habit. [hello@cxchronicles.com](mailto:hello@cxchronicles.com) #### Services - [Managed services](https://www.cxchronicles.com/services/) - [Strategic partners](https://www.cxchronicles.com/partners/) - [HubSpot implementation](https://www.cxchronicles.com/partners/hubspot/) - [Case studies](https://www.cxchronicles.com/case-studies/) #### Content - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles](https://www.cxchronicles.com/podcast-content/) - [Live events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) #### Company - [About](https://www.cxchronicles.com/about/) - [Contact](https://www.cxchronicles.com/contact-us/) © 2026 CXChronicles. All rights reserved.[Privacy and cookie policy](https://www.cxchronicles.com/privacy-policy/) Cookie settings ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Adrian Brady Cesana", "url" : "https://www.cxchronicles.com/blog/author/abradycesana" }, "dateModified" : "2026-11-12T13:03:11.638Z", "datePublished" : "2025-08-28T00:00:00.000Z", "headline" : "264: Uncomplicate Your IT and Customer Service | Mika Yamamoto", "image" : [ "https://www.cxchronicles.com/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-44-09-6991-AM.jpg" ], "mainEntityOfPage" : { "@id" : "https://www.cxchronicles.com/blog/264-uncomplicate-your-it-and-customer-service-mika-yamamoto", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.cxchronicles.com/hubfs/Copy%20of%20Frame%2035882%20(1).png" }, "name" : "CXChronicles" } } ```