Masters of CX

New Masters of CX episode!🔥 Listen to our 30-mins chat with Rodrigo Padilha, where we cover the following:

💥 Value and issues with a metrics-driven approach

💥 How to solve the problem of scaling CX within an org

💥 The role of great tools in producing great customer-centricity and how to find the right one for your team

💥 CX skills and how an engineering training propelled Rodrigo to excel in CX

So grab your hot drink of choice and give it a listen! 🍵 ☕️

TIMESTAMPS:

00:42:00 - Favourite book/podcast

00:02:08 - CX inspiration

00:03:29 - Rodrigo’s superpower

00:06:30 - What does CX mean to Rodrigo

00:09:04 - Biggest challenges everyday

00:12:18 - Value and issues with metrics-driven approach

00:13:50 - How to solve the problem of scaling CX within an org

00:15:40 - How to get junior people involved in CX in every team of a company

00:19:40 - The role of great tools in producing great customer-centricity

00:25:55 - How to find the right tool to get the specific job done

00:28:50 - How Rodrigo ended up in CX

00:32:53 - CX skills and how an engineering training prepared Rodrigo to excel in CX

00:34:20 - Advice for people working to grow within the CX space

00:39:14 - Favourite learning resources to stay ahead of the game in CX

00:42:11 - How has COVID affected his CX philosophy and what can we expect going forward in CX

Masters of CX welcomes…Diane Magers!! 🔥 Diane is the founder and Chief Experience Officer of Experience Catalysts and is an accomplished senior customer experience, sales and marketing executive with an incredibly diverse and exceptional skillset.

In our conversations we discussed everything from:

💥 How to navigate large organisations and make sure a CX plan is carried out

💥 The pivotal role of data and the right tools and making sure that the right CX strategy is bought in

💥 How to design a perfect customer experience and how a background in UX and marketing act as an advantage in doing so

💥 The correlation between great customer experience and great employee experience and how companies can enforce both.

💥…and much more!

TIMESTAMPS:

00:01:47 = CX learning resource recommendation

00:03:50 = How Diane got into CX and the inflexion points throughout her career

00:08:21 = How should you practice CX today

00:11:50 = How a background in psychology and UX has helped Diane in her CX career

00:15:36 = How to get stakeholders to buy into a CX program

00:19:26 = ROI vs Cost-Effective oriented CX; how CX professionals should go about pitching CX strategies

00:23:04 = How CX has been changing in 2020/21, and what the future looks like for CX

00:28:17 = How management in an organisation can improve CX by focusing on providing great employee experiences

00:33:02 = Key skills to develop to improve and succeed in CX

00:35:23 = CX stories from the Covid 19 pandemic and lessons to take for the next couple of years

A new Masters of CX episode is live!! 🔥 Allie Golberg is the creator of Clubhouse’s largest CX community, CX Guru, as well as being a CX Manager at a fast-growing prop-tech startup and former WeWork Community Leadership team member.

Tune in to listen to Allie talk about all things CX and community, covering the following:

💥 The evolution of a CX Manager and the different challenges at each stage

💥 How CX can be used as an engine for growth at any company

💥 How to use data to leverage your team's customer-centricity and vice versa

💥 The importance of great employee experience in alignment in order to scale as your school train internally

💥 And the compounding effect of community and all things CX

👉 🎧 Listen here and on Spotify, Google and Apple Podcasts:

We hope you enjoy it as much as we did!

TIMESTAMPS:

00:01:30 = book/podcast recommendation

00:02:13 = person or company whose CX inspires Allie

00:03:20 = what activity gives Allie the most energy day-to-day

00:04:45 = what is Allie’s personal CX philosophy and what does CX mean to her

00:06:13 = what are the main challenges she faces as a CX manager and why are they challenging

00:08:01 = how did her experience and approach to CX change in the different stages of the job

00:10:35 = how Allie views CX being used as an engine for growth and how she uses it herself

00:12:57 = the blend between a data-driven and people-driven CX approach to this growth engine

00:14:36 = the importance of employee experience and how to make sure everyone’s aligned around a single CX culture mandate and strategy

00:17:17 = advice on how to better communicate with customers

00:19:15 = how to pitch a CX strategy internally and make sure that leadership buys in

00:20:55 = how people in other teams outside of CX can practice CX on a consistent basis

00:22:53 = overview of Allie’s background

00:24:41 = how Allie’s background in education and community feed her approach to CX

00:27:58 = skills needed to succeed as a CX manager

00:30:20 = why Allie created CX Guru on Clubhouse

00:32:50 = are there any big dreams for CX Guru

00:34:26 = main lessons Allie has learned from creating CX Guru and participating in the conversations

00:36:59 = how did the COVID 19 pandemic change how Allie thinks about and practices CX

00:39:35 = what does the future of CX look like

New Masters of CX episode!🔥 Listen to our 30-mins chat with Jim Buscaglio, Senior Customer Success Manager at GE Digital, where we cover the following:

💥 How to lead a CX transformation, from vision to execution to scaling!

💥 How to apply a data-driven approach to your CX strategy, and a framework to make it a repeatable process!

💥 What the future holds data-driven CX, and why companies will start putting CX at the top of their agenda!

💥 Why structured problem-solving, organisational and communication skills are the top 3 skills you should focus on to excel in CX!

TIMESTAMPS:

00:00:23 - Favourite learning resource for CX

00:02:08 - Person or company that inspires you in CX

00:05:26 - How Jim defines CX and his personal CX philosophy

00:07:08 - If Jim approaches CX in a ROI-driven manner, cost management manner, or a combo

00:10:51 - How to go about building and scaling a CX culture

00:12:49 - CX trends discussion and how the pandemic changed how Jim sees CX changing over the next few years

00:17:38 - How companies can focus on employee experience first to deliver great CX as a result

00:19:58 - Overview of Jim’s career and advice he has for aspiring CX and CS managers

00:23:56 - How companies are breaking silos when it comes to CX and why companies will start putting CX at the top of their agenda

Check out our new Masters of CX episode with nThrive’s, Erica Mancuso, who brings her expertise to talk about how to leverage your company’s CX investments, mental models to master when it comes to CX and how CX is practised within the health care industry. 👏

In this episode, you’ll learn more about:

💥 How to employ the scientific method to exercise your customer-centricity

💥 How to balance your long-term and short-term goals when it comes to your CX investments

💥 How data can leverage your organisation’s CX strategy

💥 How to solve different people-oriented or structural issues when it comes to building & scaling a CX culture

💥 How to solve the chicken-egg problem of employee experience vs. customer experience

💥 What are the essential mental models to excel as a professional in the CX space

💥 Customer-oriented changes caused by Covid-19 that are here to stay

💥 The specific CX patterns that you can learn from the health care industry

So grab your hot drink of choice and give it a listen! 🍵 ☕️

On this episode, we welcome E-Write’s founder and CEO, author, online writing expert, and a sought-after speaker, Leslie O'Flahavan!

This episode is all about the craft of writing and the psychological insights that turn writing into a CX superpower.

We discuss the following:

💥  How excellent customer experience is like an excellent romantic relationship
💥 What makes online writing different and how to become a better writer
💥 What defines “plain language” and frameworks to write clearly, candidly and elegantly to communicate with customers better
💥 How to unite people in your organisation, from the people that develop your brand’s voice - marketers and leadership - to the CX soldiers that communicate that brand on a daily basis. 
💥 How front-line customer experience operators can better use and distribute your brand’s voice as a sales tactic
💥 How you can empathetically and authentically build, document and promote your brand’s voice 
💥 What are the key ‘empathy’ killers within an organisation and what management can do to avoid them

We hope you enjoy this conversation :)

On this episode, we welcome CX pro and esteemed author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, Jeff Toiser, to discuss the following:

• How the definition and application of CX strategies are highly idiosyncratic
• How empowering clients to solve CX problems is the biggest challenge but the best and most rewarding result
• The power and limitations of incentives - dissecting some of the obstacles organisation put in front of their employees which stop them from being their best
• How to make customers happy, you must first begin by making your employees happy
• And much more around service culture, empowering employees and moulding a sustainable customer-centric culture!

We hope you enjoy this conversation :)

On this episode, CX pro Jenny Dempsey join us to talk about generosity in the CX industry, how to put customer's first and how today is the time to step on the gas with your CX strategy. 

We hope you enjoy this conversation :)

On this episode, we welcome Mary Drumond of Worthix, who brings her experience as a top CX consultant as well as entrepreneur to debate aggressive (ROI-drive) vs. defensive (efficiency-driven) CX strategies. You won't want to miss this incredible discussion!

We hope you enjoy the conversation :)

On this edition, we're lucky to have CX Accelerator's co-founder, Nate Brown, join us for a discussion about how to search for creative CX ideas and align ourselves with the right community to find the best answers for customers.  

We hope you enjoy this conversation!

This edition welcomes a guest admired by the whole CX community, many of which consider him a mentor - Shep Hyken.

In tough times, what matters most is our perspective. To what extent can we shift our mindset and make the best of the situation? This is one of the many interesting debates we've had throughout this enriching conversation.

We hope you enjoy this interview and take just as many actionable lessons from Shep as we did.

This edition welcomes a very special guest, Dan Gingiss. Definitely one of your favourite CX professionals at Chattermill, who informs many of our views around customer experience.