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CX Conversations

CX Conversations

By Vivek Jaiswal

CX lessons from CX leaders, from around the world
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"CX challenges and opportunities for FinTech in India" with Lizzie Chapman, CEO & Co-founder @ZestMoney

CX ConversationsJul 04, 2019

00:00
31:44
"Using customer shadowing to improve and innovate customer service design." with Andrew Gallan

"Using customer shadowing to improve and innovate customer service design." with Andrew Gallan

Dec 31, 201938:20
"How to bridge the gap between business and CX strategy?" with Adrian Swinscoe

"How to bridge the gap between business and CX strategy?" with Adrian Swinscoe

There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience.

Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy.

However, many times, this does not happen and there is a significant gap between the CX and the business strategy.

To discuss how organisations can bridge this gap, I am joined today by one of the best and the brightest in the CX world - Adrian Swinscoe.

Adrian is a veteran customer experience consultant and advisor. He is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant and chair in various reputed CX conferences around the world.

Among other things, Adrian and I discuss:

  • Why do misalignments between business and CX strategies occur?
  • How can organisations bridge the gap between business and CX strategies?
  • What challenges do organisations encounter when aligning the two strategies and how they can overcome them?


Connect with Adrian on

LinkedIn: https://www.linkedin.com/in/adrianswinscoe/

Twitter: https://twitter.com/adrianswinscoe


Special offer for CX Conversations listeners on PunkCX Kindle eBook until 26-Dec-2019

Amazon UK: https://in.omo.to/punkcx-amazonuk

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Dec 19, 201939:07
"How to design customer-centric organisations for sustainable growth?" with Heidi Beets

"How to design customer-centric organisations for sustainable growth?" with Heidi Beets

Dec 17, 201942:33
"How to develop and deliver a brand promise from the customer perspective?" with Neil Sharp

"How to develop and deliver a brand promise from the customer perspective?" with Neil Sharp

While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of a brand significantly different from the company's?

Why do these conundrums occur? And how can brands avoid such pitfalls?

I am delighted to be speaking with Neil Sharp, an expert on developing and delivering customer experience transformation programmes that place the customer at the heart of the organisation, who will answer these questions.

Neil is currently Partner at PEN — a management consulting firm focusing on Customer Experience, Operational Excellence, and Change Delivery. He is leading the CX specialism within PEN that's dedicated to transforming CX for brands.

Among other things, Neil and I discuss:

  • What is a brand promise?
  • What companies overlook when they develop their brand?
  • What steps are required to develop a brand promise from the customer's perspective?
  • How should brands make the best use of the brand promise? and
  • What results, both short-term and long-term, organisations see post deploying customer-centric brand process?

The vast experience that Neil has in the industry coupled with his extensive consulting experience have made this one of the most insightful and informative podcasts yet!

This podcast is a must-listen for anyone in branding and customer experience.

Connect with Neil Sharp on

LinkedIn: https://www.linkedin.com/in/neil-sharp-331b89/

Twitter: https://twitter.com/nsharp67


Looking for an NPS solution? Check out https://omoto.io

Dec 10, 201941:26
"Creating a healthcare brand with customer centricity and CX at the heart" with Rohit MA

"Creating a healthcare brand with customer centricity and CX at the heart" with Rohit MA

Today's customers are demanding.

The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped their game considerably to provide the best possible experience to their customers. Naturally, customers expect the same from all brands across all sectors, including healthcare.

And why shouldn't they!?

Healthcare is perhaps the only sectors where customers need the most love, empathy, and compassion. Right?

Strangely, not many healthcare brands understand this fact. I wouldn't be wrong in assuming that most of us have been through one or more not-so-pleasant experiences at hospitals.

Healthcare brands today must do all that they can to improve and enhance patient experience. But how do they do that?

In this podcast, I talk with Rohit MA, Co-founder and Managing Director at Cloudnine Group of Hospitals - India’s leading chain of maternity, childcare and fertility care group of Hospitals, to help understand what healthcare brands can do to enhance the patient experience.

Among other things, we discuss:

  • How to design an amazing patient experience process?
  • How to align employees to your CX vision?
  • How to hire employees effectively?
  • How to collect and use patient feedback to better the patient experience?

While I am certain that this podcast will add value to all business leaders, it is a must-listen for all of you in the healthcare sector.


Connect with Rohit on

LinkedIn: https://in.linkedin.com/in/rohitoncloud9

Twitter: https://twitter.com/rohitoncloud9


Connect with Cloudnine Group of Hospitals on

LinkedIn: https://www.linkedin.com/company/cloudninehospitals

Twitter: https://twitter.com/CloudnineCare


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Dec 03, 201901:02:03
"How to create 'simple' and 'simplified' experiences?" with Ricardo Saltz Gulko

"How to create 'simple' and 'simplified' experiences?" with Ricardo Saltz Gulko

People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication."

When it comes to organisations, complexities are discouraged and simplicity is favoured and the reason for that is: simplicity is hospitable to adaptability and the efficacy of an organisation.

Think of it this way: complexities within an organisation are inadvisable for they contribute to poor customer experience. Still not satisfied?

Thankfully, I have one of the top professionals in this field to walk, you and I, through it all.

In this podcast, I talk with Ricardo Saltz Gulko about how to deliver simple and simplified experiences to your customers and employees! Ricardo is the Managing Director and Co-founder of Eglobalis, a boutique consulting agency dedicated to enabling global tech companies to become more agile and adaptable to change. An MBA from Kellogg School of Management and a CCXP, Ricardo **is also a Thought Leader Member and Contributor at the CX University.

Ricardo and I take a deep dive into:

  • what is organisational complexity?
  • how to break the organisational complexity barrier to drive growth?
  • how Ricardo helps companies to design and lead a culture of 'simplicity'?
  • how this organisational 'simplicity' improves customer experience?

... and much more.

Tune in if you think your place of work is too 'complex' and want to help facilitate change towards a 'simple' organisation.

Connect with Ricardo Saltz Gulko on

Linkedin:  https://www.linkedin.com/in/ricardogulko/

Twitter: https://twitter.com/RicardoSGulko


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Nov 26, 201931:40
"How to help government organisations deliver good CX?" with Stephanie Thum

"How to help government organisations deliver good CX?" with Stephanie Thum

The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous for.

CX improvement in government is often stymied due to its agencies' culture, shortage of staff, and / or dearth of technological implementation and adoption. These factors, among others, lead to an unsatisfactory experience. Fortunately, there are individuals and organizations out there, helping the governments improve their customer experience around the world.

My guest on this podcast is among the leading Government CX Professional.

I talk with Stephanie Thum, Founding Principal at Practical CX, about how to improve CX in government. Before starting Practical CX, she was Chief Advisor and Subject Matter Expert for Federal Customer Experience at Qualtrics. She has also served as an advisor for President Obama’s cross-agency task force on customer service.

Stephanie and I discuss:

  • Who is a customer for the government?
  • What are the factors influencing the customer experience in government?
  • Why must government offices focus on delivering better customer experience?
  • What can governments do to improve customer experience?

This conversation really made me realize that government offices too have a business to run and they need to focus on delivering delightful CX to make a lasting difference in people's life.

If you're a CX professional or work in any other role in a government agency, this is for you.

Connect with Stephanie on:

Linkedin: https://www.linkedin.com/in/stephaniethum/

Twitter: https://twitter.com/stephaniethum

Practical CX on Twitter: https://twitter.com/PracticalCX


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Nov 19, 201929:01
"How to win customers using a live chat?" with Nelson Bruton
Nov 19, 201927:43
"How to balance between product, go-to-market, customer experience, and business discipline in a startup?" with Rohit Sen

"How to balance between product, go-to-market, customer experience, and business discipline in a startup?" with Rohit Sen

Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup.

Often, sorting through the array of goals in each of these areas will cause a certain degree of palpitation. Sometimes, as Rohit puts it, even existential crisis. The art of successful business growth from infancy to a formidable organisation then lies in a founder's ability to walk a tight rope while using customer feedback as the balancing pole.

This conversation with Rohit Sen, Founder and CEO, Nira - a FinTech dedicated to solving credit accessibility in India - is one of the most thought provoking podcasts I've done. It's partly philosophical but, interestingly, anchored on real practical lessons of entrepreneurship.

Rohit and I talk why customer feedback is probably the best measure of how well you are doing as a business. Rohit tells some very interesting accounts of how, as a foreigner, he learnt about India and the Indian consumers and how he has ensured that CX doesn't become a buzzword at Nira.

Among other things, we discuss:

  • Rohit's journey in the Indian startup ecosystem, coming from UK.
  • How Rohit is building a customer centric company culture at Nira?
  • The various structured and unstructured customer feedback that is used at Nira to prioritise business decisions.
  • How to balance the various forces in a startup and grow sustainably even in the face of investor's growth demands?

I know that I'll keep coming back to this podcast for some sound advice every now and then. This is a personal ready reference for any startup founder.

Connect with Rohit on:

LinkedIn: https://linkedin.com/in/rohit-sen-43a1612

Twitter: https://twitter.com/solar_corona


Connect with Nira on:

LinkedIn: https://www.linkedin.com/company/nirafinance/

Twitter: https://twitter.com/nirafinance


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Nov 05, 201930:01
"How to setup a customer experience management team in an organisation?" with Thomas Linton

"How to setup a customer experience management team in an organisation?" with Thomas Linton

Oct 29, 201942:60
"How to use customer experience to create a new market segment?" with Apoorv Gawde

"How to use customer experience to create a new market segment?" with Apoorv Gawde

What's common between iPhone and Slack?

Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way!

It's not like smart phones didn't exist before the iPhone - remember Blackberry? Surely there were several other office communicators before Slack was launched.

Both these products massively enhanced the customer experience. Interestingly, both iPhone and Slack gave birth to a new product segment and we've all seen how the market got crowded with competing products within a year or so.

The role of customer experience is undeniable when you study the history of any pathbreaking product.

In this episode with Apoorv Gawde, CIO and Head of Products at Finzy, I am discussing how design thinking and customer experience focus can be used to create products that carve a new market segment. We dive into the product design process and customer experience strategy that helped Finzy build a market defining product.

Among other things, we talked about:
- The design principles to stick to when building any new product.
- The novelty of Finzy and how it was designed into the product for creating a new market segment.
- How customer feedback is used in product development to deliver better customer experience?

This episode is a must listen for any product owner or product manager who believes that a product's primary purpose is to deliver a great customer experience.

Connect with Apoorv on
LinkedIn:
www.linkedin.com/in/apoorvgawde/
Twitter: twitter.com/apoorvgawde

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Looking for an NPS solution? Check out omoto.io

Oct 22, 201944:53
"How to deliver a great online-offline customer experience in eCommerce?" with Wouter van Bockel

"How to deliver a great online-offline customer experience in eCommerce?" with Wouter van Bockel

eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers.

When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to almost zero wait time at billing and finally the product showing up at your doorstep without even stepping out, it is nothing less than magical!

It however takes a well oiled offline engine that makes this seemingly online-only experience so smooth.

Perhaps the online web-experience, although not any less important, is the smallest piece that impacts customer experience. Everything that happens offline after the order is placed is the biggest chunk that can make or mar a customer's experience.

In this episode with Wouter van Bockel, Founder at Furniturespot.co.za - South Africa's first scalable online made-to-order furniture store - I break down the online and offline pieces of an eCommerce business and we discuss how each of it affects customer experience.

We discuss:

  • Wouter’s journey from being a teaching volunteer in Nairobi to founding Furniturespot.
  • Breakdown of the offline and online parts of an eCommerce business.
  • How each of the online and offline piece impacts the customer experience?
  • How to align your supply chain partners with your CX goals?

Anyone who has ever shopped online must listen to this. It will open your eyes to the intricate world of eCommerce business operations and what it takes to deliver a great customer experience in eCommerce.

Connect with Wouter on


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Oct 15, 201935:52
"How to get senior management buy-in for customer experience improvement?" with Sonia Bhatia

"How to get senior management buy-in for customer experience improvement?" with Sonia Bhatia

As much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it.

Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX goals.

It is surprising that many organisations still struggle to get senior management buy-in for CX improvement. The reality is that you'd find yourself manoeuvring conflicting priorities and struggling to achieve your CX goals without the buy-in from the heads of various departments in your organisation. It is perhaps the biggest plight of CX managers and consultants.

Delighted to be breaking this challenge down with someone who has successfully established and rolled-out a multi-year customer centricity transformation program in one of the biggest pharmaceutical brands in India.

I am in conversation with Sonia Bhatia Salmin in this episode of CX Conversations. We talk about:

  • whether getting management buy-in is really a challenge?
  • what are some of the signs that show whether your management team is truly onboard?
  • what kind of groundwork you must do to get everyone onboard?
  • how do you build the right business case and show the ROI of a CX improvement initiative?

And much more!

If you are a CX head, manager, or consultant, sooner or later you will be faced with this challenge. Save yourself a ton of time and listen to this podcast to get practical tips on how to get management buy-in on CX improvement initiatives.

Connect with Sonia on LinkedIn: https://www.linkedin.com/in/sonia-bhatia-salmin-ccxp-38891021/

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Oct 08, 201938:22
"How to build a customer service team that delivers customer delight?" with Jasmeet Singh

"How to build a customer service team that delivers customer delight?" with Jasmeet Singh

Customer service is a critical part of the overall customer experience.

Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience.

In this episode I am in conversation with Jasmeet Singh, VP Customer Experience, MakeMyTrip  & Goibibo Group. We talk about how to build an amazing customer service team that delivers delightful customer experience.

Personally, I've had precious few customer service interactions where my query or concern was resolved without me getting frustrated.

However, I can still count a few brands that consistently deliver great customer service. MakeMyTrip & Goibibo Group, India's #1 flight and hotel booking website, is one such brand.

Jasmeet joined MakeMyTrip when the company had just started. He grew the ranks from a sales executive to now the VP of Customer Experience of the group. And you'd be amazed with his deep understanding of this topic.

In this insightful conversation, we discussed the following:

  • What are the short term and long term customer experience goals of MakeMyTrip?
  • How to use the right technology to understand your customer's sentiment and improve the customer service around that?
  • How to assess an outsourced customer service partner?
  • What kind of trainings and review systems to setup for constant improvement of customer service quality?

Jasmeet shares openly and there are more than a few nuggets of wisdom that you can take back!

Connect with Jasmeet on:

LinkedIn: https://www.linkedin.com/in/jasmeet-singh-07616511/

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Oct 01, 201923:35
"How can companies redesign for digital and improve customer experience?" with Martin Mocker

"How can companies redesign for digital and improve customer experience?" with Martin Mocker

Sep 25, 201926:23
"How to deliver a delightful customer experience in SaaS?" with Vikas Jha, CEO & Founder, Alore
Sep 17, 201916:45
"How to craft your unique culture and experience?" with Karen Jaw-Madson

"How to craft your unique culture and experience?" with Karen Jaw-Madson

As a founder I've learnt the importance of culture the hard way. Through painful mistakes and less than happy outcomes, I realised the importance of paying attention to cultivating the right company culture to build a thriving business.

However, there is no playbook on how to build the right culture. You are essentially learning from experiences and implementing in retrospect.

It is the first time I came across a systematic way to craft a unique company culture and thereon deliver a unique customer experience.

In this discussion with Karen Jaw-Madson, Principal at Co. - Design Of Work Experiences, Author of 'Culture Your Culture: Innovating Experiences at Work', I discuss a step-by-step approach to building a unique culture and customer experience for your organisation.

Among other things, we discussed:

  1. Karen's DOWE - Design of Work Experience - framework for
  2. Step by step process of crafting a company culture
  3. How country / ethnic culture plays into company culture and how must businesses approach diversity vs culture fit?

Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen developed, led, and implemented numerous organizational initiatives around the globe. 

Today, this East Coast transplant to Silicon Valley (via Ireland and the Midwest) is principal of Co.-Design of Work Experience, where she enables organizations with innovative approaches and customized solutions for intimidating challenges. Focus areas include culture, organizational change, and people strategies. 

Her book, Culture Your Culture: Innovating Experiences @Work (Emerald Group Publishing) was released in June, 2018. 

She has been featured in Inc.Fast CompanyFortuneThrive Global, as well as written for HR publications such as SHRM's HR People+Strategy, TLNT.comHR.com's HR Strategy & Planning Excellence magazine, and HR Professionalmagazine. Karen has a BA in Ethnic and Cultural Studies from Bryn Mawr College and a MA in Social-Organizational Psychology from Columbia University. 

Connect with her:

Website: www.designofworkexperience.com

Twitter: @karenjaw

Facebook: /designofworkexperience

Instagram: co.designofworkexp

LinkedIn: /company/co--/


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Sep 10, 201938:50
"How to meet and exceed millennials' expectations?" with Rajan Bajaj, Founder & CEO, Slicepay

"How to meet and exceed millennials' expectations?" with Rajan Bajaj, Founder & CEO, Slicepay

In this conversation with Rajan Bajaj, Founder and CEO at Slicepay - one of India's leading credit solution for young consumers - we explore what it takes to meet and exceed the millennials' expectations.

Millennials are an important bunch – and for good reasons: they’re an exclusive club of 1.8 billion people, a quarter of the world’s population!

With the millennials constituting a major part of every brand's consumer base, it is imperative for businesses to understand this young tech-savvy digital-native demography in order to sustain growth in the coming years.

Interestingly, Rajan, a 20 something entrepreneur, understands this quite well. You'll definitely learn a great deal from this talk.

We discussed about:

  • Why a credit solution for the unbanked youngsters is a good business idea?
  • Challenges in meeting and exceeding the young millennials’ expectations.
  • How Slicepay uses customer feedback to improve its customer experience?

If you are not thinking about how to win the millennial's heart, you may already be too late.

Listen in and share your comments on what you thought about our talk.

Connect with Rajan on LinkedIn | Twitter

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Sep 06, 201921:06
"Digital transformation in healthcare and its impact on patient experience" with Sachin Rao
Sep 03, 201916:31
"How to use NPS to improve CX in FinTech?" with Hemant Tathod, Director, NiYO Solutions
Aug 30, 201917:31
"Managing customer experience in the dynamic cryptocurrency world." with Ajeet Khurana, CEO, Zebpay.
Aug 23, 201935:53
"How to make simple products in FinTech that customers love?" with Kailash Nadh, CTO @Zerodha

"How to make simple products in FinTech that customers love?" with Kailash Nadh, CTO @Zerodha

Building a FinTech product is challenging. Getting your customers to love that product is a completely different game!

In this episode of CX Conversations, I talk with Kailash Nadh, CTO @Zerodha, about the art of making things simple in FinTech and how that affects customer experience.

We dive into:
- how to approach product development from the user's perspective?
- how to use customer feedback for product improvement?
- how to build the right team that embodies this sentiment?

Don't miss this!

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Aug 09, 201926:11
“How to improve the experience of customer service?” with Deepak Kashyap, Co-founder @Dialdesk
Aug 01, 201924:36
"Why must insurance companies focus on customer experience?" with Harish Agarwal
Jul 26, 201924:13
"How to deliver a rockstar customer experience?" with James Dodkins, Founder & CX Rockstar @Rockstar CX
Jul 18, 201932:23
"How to use tech to improve CX in FinTech?" with Abhinav Sinha, Co-founder @Eko India Financial Services
Jul 11, 201924:07
"CX challenges and opportunities for FinTech in India" with Lizzie Chapman, CEO & Co-founder @ZestMoney
Jul 04, 201931:44
CX Conversation with Toni Newman: how to deliver the most insanely innovative CX?
Jun 20, 201922:11
CX Conversation with Nienke Bloem: how to make your customer experience great by design?
Jun 13, 201919:34
CX Conversation with Michael Bartlett: how to prepare for CCXP exam?

CX Conversation with Michael Bartlett: how to prepare for CCXP exam?

Are you thinking of taking the CCXP exam?

This episode of CX Conversations might just save you a ton of research time!

Learn about “How to prepare for CCXP exam and what to expect once you are certified?” from Michael Bartlett, the author of CCXP Exam Preparation - one of the best CCXP preparation material out there.

Michael is a CCXP himself and is dedicated to helping others crack this certification. He is the Director of Experience Innovation at JMARK Business Solutions, Inc. and also the Co-lead of Professional Development Committee at CXPA.

We talk about the CCXP exam strategies, questions, and what to do once you are certified. It’s a great conversation that you can’t miss, if you are an aspiring CCXP candidate!

Jun 06, 201929:08
CX Conversation with Annette Franz: demystifying the customer journey.
May 30, 201920:02
CX Conversation with Sue Duris: how to deliver great digital customer experience?
May 23, 201927:25
CX Conversation with Nicole Cable: balancing healthcare and patient experience
May 16, 201926:47
CX Conversation with Himanshu Nautiyal: how AI can be used to improve customer experience?
May 02, 201930:15
CX Conversation with Ian Golding: what it takes to really deliver exceptional customer experience?
Apr 18, 201938:21
CX Conversation with Vijetha Shastry: how future tech is shaping customer experience today?
Apr 04, 201940:10
CX Conversation with Gavin Scott: the connection between customer service and customer experience.
Mar 21, 201929:04
CX Conversation with Maurice FitzGerald: how to manage customer experience in B2B enterprise world?
Mar 07, 201938:18
CX Conversation with David McCann: how employee experience influences CX.
Feb 21, 201933:55
CX Conversation with Hubert Joseph-Antoine: CX management in large enterprises
Feb 10, 201930:16
CX Conversation with Rajarshi Sen: CX in Healthcare
Feb 10, 201932:14