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Episodes of Talking CX
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Scott Gilbey, the Experience Handyman, brings decades of experience in increasing leadership roles. In the past two years he has injected himself into the front line of companies he admires such asLow es, Delta Airlines, Home Depot, Ace Hardwar
Small businesses often fight to capture and sustain customer attention against huge global giants with thousands of employees and millions of dollars or pounds, yen, yuan or riyal to invest. But it is often the small and unexpected things that
What if a robot could help you as a business owner do one small customer experience thing? And what if that thing was a very human and personal experience for your customers...one that's associated with a time long before email conquered the wo
Kicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humbles
We return with Nicolette Wuring, respected European CX practitioner leader and author of Customer Advocacy, a critical bok in the library of any CX passionate. Nicolette shares more stories about CX in her region. Plus - all you need to know ab
Join us and our guest Nicolette Wuring in a new episode from the CX Around The World series. She is from the Netherlands and is the author of Customer Advocacy, a must read for any CX professional.From her earliest career as a flight attendant
Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares re
Neal Burge is the founder and CEO of Cognopia, a renowned leader in data driven transformation. With 11 years residency in Singapore he joins us to discuss his outside in view on how Singapore culture and customs drives best CX practices and ma
In the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on the 5 top trends that every CX Professional would be wise to pay close attention to in 2022.Whether familiar or relatively new, each trend w
In the first of this two part series with Gurol Kurt, founder of Alterna CX, we discuss real world CX stories of Central European companies and Gurol's approach to CX Strategy. He explains how CX in Central Europe differs from the US and yhe le
We're excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. These three challenges were in the top 10 of our 2021 CX challeng
We are giving away Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy!In Part 2 of this series Jeff dis
We're excited to bring you the first of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. And we're celebrating this occasion by giving away 10 free copie
2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it's more critical than ever for employers to understand what their unique group of employees need a
Get a free CX book of your choice, shipped to you. Click here to leave us a voice message that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!)
This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought st
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterpri
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the p
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or dis
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of
Hear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx t
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your
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