CX...Oh! podcast

20:12

Let's explore in our autumn-special episode the age-old yet freshly brewing bond that couples organizational excellence and customer experience with our vibrant guest Serena Riley, CX leader at Conversight.AI. Serena's LinkedIn profile: https://www.linkedin.com/in/serenariley Xperience the magic of service!…

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E.P.I.C.ing the Experience ft Federica Roux 22:15

2 years ago22:15

22:15

We've boarded the new year wagon here at CX...Oh! (it's never late ;)) to decode E.P.I.C. experiences (yes, the EPIC ones only!) with Federica Roux, Chief Experience Officer at Odity. Here's a glimpse of what they read like. E. Easy P. Personalized I. Intuitive C. Contextual Tune in to get the details of 'how' to incorporate them in our company culture. Federica's LinkedIn profile: https://www.linkedin.com/in/federicaroux/ Experience the magic of service!…

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Decrypting Customer Succ-trategy ft Irit Eizips 18:59

2 years ago18:59

18:59

Customer success - just another jargon or a substantial integrant in the experience that a customer has with an organisation? Let's decrypt it with Irit Eizips, CEO, CSM Practice. Irit's LinkedIn profile: https://www.linkedin.com/in/eizips Experience the magic of service!

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Succeeding with Customer Success ft Maranda Dziekonski 14:31

3 years ago14:31

14:31

What is it like to succeed with customer success? We're canvassing it with Maranda Dziekonski, Chief Customer Officer, Swiftly. Maranda's LinkedIn profile: https://www.linkedin.com/in/marandaanndziekonski Experience the magic of service!

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Creating Experiential Value ft Diane Magers 18:11

3 years ago18:11

18:11

Talking real business numbers here, we're uncovering how experiences create tangible value for companies with Diane Magers, the founder of Experience Catalysts, a sherpa for new and developing experience-obsessed organisations, and the Emeritus Chair for Customer Experience Professionals Association (CXPA). Diane's LinkedIn profile: https://www.linkedin.com/in/dianemagers Experience the magic of service!…

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The Experience Equation ft Adriana Salazar Hidalgo 18:24

3 years ago18:24

18:24

What truly makes a great customer experience? Speed. Convenience. Consistency. Friendliness. And human touch—that is, creating real connections by making technology feel more human and giving employees what they need to transmit it to the end user. That's for the recipient, which in turn leads to business growth. Ever looked at the other side of the coin, what lies in here for the humans delivering this experience? Deliberating with us on this aspect is Adriana Salazar Hidalgo, a passionate CXer from Barcelona, who shares that embellishing the whole cake is a sense of fulfilment beyond words, which is the binding thread in a community. It's the community now that a company should wish to create for all stakeholders. Adriana's LinkedIn profile: https://www.linkedin.com/in/adrianasalazarhidalgo Experience the magic of service!…

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Hunting for the Magic Metric ft Kristi Faltorusso 16:37

3 years ago16:37

16:37

Hunting for the magic metric in CX? We're disentangling the experience barometer mania this week with Kristi Faltorusso, an award winning Customer Success Executive with experience in building, scaling and transforming customer success organisations at hyper-growth B2B SaaS companies. Currently, she's the Chief Customer Officer at ClientSuccess, and also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs and more. Kristi's LinkedIn profile: https://www.linkedin.com/in/kristiserrano Experience the magic of service!…

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Nurturing the Experience ft Mandisa Makubalo 19:14

3 years ago19:14

19:14

Introducing to you in this episode, the woman running South Africa's 1st 100% black women owned CX Management Consultancy - Mandisa Makubalo, CEO, Unlimited Experiences SA, who has been ranked amongst the Top 100 CX Global Thought Leaders for 2021, is an author, community leader for Women in CX Africa chapter and serves on various boards across the country. We dig deeper into what lies at the core of strengthening your relationship with the customer that sets a sturdy foundation for an experience that self-nurtures. Mandisa's LinkedIn profile: https://www.linkedin.com/in/mandisa-makubalo-9b180b6b Experience the magic of service!…

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Sharing that Experience ft Dan Gingiss 24:02

3 years ago24:02

24:02

In the CX...Oh! studio this time is someone who believes that a remarkable customer experience is your best marketing strategy, it's Dan Gingiss from Chicago, an established international keynote speaker and customer experience coach. He teaches businesses and executives how to make the brand lovers louder than the haters by creating experiences they can’t wait to share with their friends and followers. Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share (September 2021) and Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media . He also hosts the Experience This! Show podcast and The Experience Maker Show . Here's what we take up with him: - Why traditional marketing no longer works - How to solve the big problem of the “leaky bucket” - What gets shared on social media (and what doesn’t) - How customer experience affects your bottom line - What the WISER model is and how it’ll positively change your business forever - Why you need a Chief Experience Offer to solidify executive leadership Dan's LinkedIn profile: https://www.linkedin.com/in/dangingiss Experience the magic of service!…

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Scoring CX Goals ft Gregorio Uglioni 22:47

3 years ago22:47

22:47

When we view technology through the lens of an individual CX function, connecting the dots becomes slightly blurred unless we adjust to the key CX activities: understanding customers and their experiences; analysing data collected from those experiences; acting on the insights; and continually managing CX efforts across the brand. And to ace the art of using this clarity to score goals, in house today is Gregorio Uglioni, host of 'CX Goalkeeper' podcast and a specialist in Business Transformation, Innovation and Customer Experience. Here's what we discuss: - Service excellence as a customer focused value generating engine - CX on Soccer pitch - Data, technology and human touch : key enablers for service experience improvement - Proactivity as a game changer - Value Irritant Matrix Gregorio's LinkedIn profile: https://www.linkedin.com/in/gregorio-uglioni Experience the magic of service!…

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Closing the Loop ft Michael Brandt 35:21

3 years ago35:21

35:21

Exactly as closing the loop efficiently automates electrical circuits, it makes businesses flourish, most specifically with reference to customer experience. The question is how to do it with consistency, and that's what we are taking up with Michael Brandt, a profound CX strategist and the founder of CX-Excellence.com based in Switzerland. Closing the loop demonstrates to customers that they are being heard and that their concerns are being taken seriously. Points that we cover: - Process vs procedure - Power that empowers - Acting on negative feedback or complaints - 5 step guide on how and where to begin Michael's LinkedIn profile: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33 Experience the magic of service!…

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Unlocking the M.A.G.I.C. ft Ricky Locke 22:23

3 years ago22:23

22:23

What does the art of magic have to do with customer experience? In this episode, we unlock the anatomy and physiology of the word M.A.G.I.C. and how to embrace this art to create a magical experience for those we interact with. All with the award-winning magician Ricky Locke! In addition, Ricky is a speaker, behavioural trainer with 15 years of retail leadership background, and host of the 'Unlocked' podcast who inspires businesses to create memories that last a lifetime. Note: Stay till the end for a sweet magical cookie ;) Ricky's LinkedIn profile: https://www.linkedin.com/in/ricky-locke Experience the magic of service!…

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Pirating the NPS ft Stine Marsal 32:59

3 years ago32:59

32:59

NPS (Net Promoter Score) is a widely used metric to measure the experience of customers. But does it work for your organisation given raw? With Stine Marsal, Denmark's leading CX expert who's greatly contributed to directing smoother experiences for the customers of the three biggest Danish brands, namely, Copenhagen Zoo, Tivoli Gardens, and Copenhagen Airport; we'll look into how the NPS can be tailored to provide you with a view that matters to future decision making as a company. Here's what we take up: - Using NPS-ish approach as the driver of top management focus - Co-creation of a CX culture with employee engagement as the driver - Moving from strategy to CX culture while creating tangible change - What frontline staff absolutely need from their organisation, in an age where all the easy customers go digital Stine's LinkedIn profile: https://www.linkedin.com/in/stinemarsal Experience the magic of service!…

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Punk CX ft Adrian Swinscoe 26:35

3 years ago26:35

26:35

Punk exploded out of the back of progressive rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was ok with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises? Let's check it out with our guest Adrian Swinscoe, an aspirant CX punk, best-selling author, Forbes contributor, blogger & podcaster. Adrian's LinkedIn profile: https://www.linkedin.com/in/adrianswinscoe Experience the magic of service!…

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CX Wednesday ft Dennis Wakabayashi 20:38

3 years ago20:38