A podcast show comprised of intimate interviews with exciting entrepreneurs and leading industry experts who open up and share their amazing business experiences. This is the best place to find meaningful conversations with industry leaders, insider knowledge, and key business resources all for free.
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195: Richard Ssebaggala - How leadership impacts customer experience
33:28
33:28
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Richard Ssebaggala is a renowned Organization and Leadership Development consultant with a deep passion for Customer Experience. Richard shares his expertise on the often overlooked but critical connection between leadership quality and customer satisfaction. We explore how poor leadership practices can detrimentally impact the customer experience,…
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194: Wale Akinyemi - Creating Unforgettable Customer Experiences
29:59
29:59
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29:59
Dr. Wale Akinyemi, an esteemed Organizational Culture Expert and the Chief Transformational Officer of PowerTalks Culture Experts, offers profound insights in this episode. He delves into the significance of fostering a customer-centric organization, emphasizing the necessity of an all-encompassing customer experience ecosystem that extends beyond …
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193: Andreea Coca - Using Data-driven Insights to Navigate the CX Landscape
20:01
20:01
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20:01
Andreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data i…
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192: Claire Boscq - Enhancing Customer Experience Through Workplace Feng Shui
24:37
24:37
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24:37
Claire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles wi…
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191: Federico Cesconi - Strategies for Effective Customer Experience Management
22:56
22:56
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22:56
Federico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ). In this episode, Federico shares his expertise and insights into the profound impact of Customer Experien…
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190: Gregorio Uglioni - Unveiling 2023's Trends and Transformations in CX Insights
22:49
22:49
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22:49
Gregorio Uglioni is the Head of Business Transformation at Kantonsspital Winterthur, a seasoned leader in driving impactful business and digital transformations. With a solid track record in delivering measurable results, Gregorio brings a wealth of expertise in business strategy, digital transformation, customer experience, and leadership to the f…
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189: Qaalfa Dibeehi - Sustainability and Customer Experience
30:27
30:27
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30:27
Qaalfa Dibeehi serves as the Managing Partner at Human2outcome (H2O), a firm specializing in behavioral transformation through corporate education, training, and executive coaching. His leadership extends from his previous role as the Dean of the Customer Experience Leadership Institute, overseeing cultural change at Majid Al Futtaim, a global cong…
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188: Shorouk Ali - Enhancing CX through Customer Insights Mastery
28:57
28:57
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28:57
Shorouk Ali is a dedicated researcher and seasoned CX professional boasting over a decade of expertise across diverse industries such as Banking, F&B, Real Estate, Consulting, and Healthcare. In this episode, she delves into the crucial role of customer insights and their impact on enhancing the customer experience. Gain valuable insights on levera…
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187: Micheu Njiru - Key principles for developing a customer-centric culture
22:21
22:21
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22:21
Micheu Njiru is the Director of Customer Excellence at KCB Bank Group. With a wealth of experience, Micheu is a dedicated advocate for fostering unparalleled customer experiences within business landscapes. He shares invaluable insights, drawing from his expertise in strategically implementing technology and cultivating a culture of excellence. Dur…
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186: Ilenia Vidili - Unveiling the Path to Customer-Centric Transformation
26:26
26:26
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26:26
Ilenia Vidili, is a dedicated customer-centricity advisor, renowned keynote speaker, and the author behind "Journey to Centricity." Drawing from a rich tapestry of experience spanning over a decade across business-to-consumer and business-to-business companies, Ilenia identified a significant disconnect between organizations and their stakeholders.…
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185: Waleed AlHamdan - Building an Organization Around Customer Needs
26:41
26:41
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26:41
In this episode, we delve into the realm of customer-centricity with Waleed AlHamdan, a seasoned CX professional whose career spans pivotal roles in both local and international organizations. From Vice President and Director to Board member and Strategy consultant, Waleed's expertise shines through various senior management positions and co-foundi…
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184: Andrew Tsuro - How to influence an audience through effective communication
31:51
31:51
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31:51
Andrew Tsuro is a thrice distinguished Toastmaster (DTM) and TEDx coach, who brings a wealth of experience and expertise to the table. In this episode, Andrew unpacks the art of structuring a speech or presentation that not only engages the audience but also compels them to take action. Andrew’s insights reveal the power of effective communication …
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183: Dr. Lucy Kiruthu - The role of every individual in delivering an exceptional experience
22:15
22:15
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22:15
Dr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed Business Transformation program. In this episode, we discuss the important role that every individual…
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182: Pauline Kariuki - Fostering a customer centric culture through employee engagement
29:28
29:28
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29:28
Pauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services. In this episode we discuss the various ways in which businesses can foster a customer-centric culture through employee engagement, aiming to c…
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181: Jill Raff - EX2CX the secret formula to Business Success
24:31
24:31
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24:31
Jill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience (EX) to the customer experience (CX) – EX2CX®. In this episode, we discuss the relationship between Emp…
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180: Nicolas Callegari - Measuring Customer Experience the right way
34:39
34:39
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34:39
Nicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV. In this episode we discuss the state of Customer Experience now an…
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179: Evas Bazirakakye Kizza - Why Customer Experience is every Employee's job
24:28
24:28
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24:28
Evas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships. Businesses frequently make the mistake of centralizing all customer service obligations in a single department. In reality, the entire organisation contributes …
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178: Michael Brandt - Why are Customer Surveys dying?
20:08
20:08
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20:08
Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO) In this episode, we talked about …
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177: Chantel Botha - Using Journey Maps to deliver better Customer Experience
25:19
25:19
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25:19
Chantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand promises and delivers in reality. In this episode, we discuss the fundamentals of a Journey Map and ho…
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176: Rosebella Abok & Anne Nyachomba Mwangi - The Transformative Value of Employee Experience
35:58
35:58
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35:58
Rosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics. When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, they can provide long-term benefits to an organization. According to studies, 85% of businesses found th…
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175: Adwoa Asare - Asamoah - Increasing Profitability through Customer Experience Management Frameworks
26:06
26:06
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26:06
Adwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and Re-engineering. In this episode, Adwoa Asare provides insight on how businesses can leverage Customer Experien…
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174: Sonia Karamagi Kasagga - Elevating Customer Experience through Personalisation and Internal Sensitization
31:55
31:55
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31:55
Sonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda. With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed customer expectations. In this episode, she unpacks what it takes to build a winning customer-centric cult…
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173: Georges Essama - Improving Customer Experience in African Public Sectors
26:02
26:02
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26:02
Georges Essama is the Head of Marketing, Communication and Customer Experience at CAMTEL in Cameroon, winner of CXPA's 2022 Emerging Leader Awards, and 2023 chair of CXPA Africa. During our conversation, Georges shared the state of customer experience on the African continent, and how public sector organisations in Africa can improve their customer…
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172: Lynn Hunsaker - The impact of business silos on Customer Experience
27:56
27:56
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27:56
Lynn is the Chief Customer Officer of ClearAction Continuum. She has experience leading company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn has served on the CXP…
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171: Rebekah Kabugo Mugisha - Putting customers at the centre of business strategy
33:25
33:25
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33:25
Rebekah is the Customer Experience Manager of the National Social Security Fund, a quasi-government agency responsible for the collection, safekeeping, responsible investment, and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme. In this episode, we discuss the i…
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