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By The QoE
A weekly debate about all things to do with customer and employee experience, hosted by The QoE.
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Moving from survival to building influence and shaping the future
This week Carl is joined by Deb Corless, one of the founders of the CX movement in the UK to discuss the unfolding impacts of the Covid-19 crisis. This wide ranging conversation raised some interesting issues for people working in customer and employee experience who are concerned about future direction.
July 27, 2020
Will your core purpose see you through the crisis?
We are joined again by Phill Hirons from events company IQPC to discuss the future of the conference industry, it's customers and employees. 
July 2, 2020
How can service design help businesses through the COVID crisis
A look at taking a proactive approach to navigating customer and employee experience in the crisis period.. In this episode of ExperienceCast, Clara Llamas and Rosa Storm, Service Designers at LiveWorkStudio share their insight from working with companies progression in the current climate. 
May 15, 2020
Sustaining a successful response to COVID-19
While it’s impossible to predict how the Coronavirus pandemic will develop, businesses are having to try and develop some idea of what the next few months will look like. In this episode of ExperienceCast, we bring you our recent QoE Online debate which brought together a cross-sector panel of professionals to examine how businesses are adapting.
April 30, 2020
How have CX and EX been shaped by coronavirus?
To what extent will things return to 'normal' after the coronavirus pandemic? And what will be the longer term impact on customer and employee experience? To tackle this question, we hosted QoE online debate featuring a cross-industry panel of CX and EX professionals. We hope that this episode will give you some insights into how other sectors are responding to the crisis.
April 6, 2020
What tensions does EX pose for employers?
Employers are increasingly having to navigate the tricky landscape of employee experience in order to attract and retain staff. In this episode, Phillip Hirons from events company IQPC summarises the key challenges that EX poses for employers.
March 19, 2020
Working from home in a crisis
Coronavirus is forcing a large number of workers to work at home. For some this will be a pleasure, but for others it will be extremely challenging. IN this episode, we look at the issue of working at home in a crisis and suggest ways to make the most out of the experience.
March 13, 2020
What's the business opportunity in sustainability?
A growing number of businesses are finding that focusing on sustainability can drive bottom line performance. Just as importantly, it provides a valuable opportunity to unite employees behind a positive message. In this episode, Virgin's Head of Innovation and Strategy, David Goldsworth, explains how businesses can create multiple opportunities from sustainability. 
March 5, 2020
What's wrong with asking for more effort?
More effort is good, right? Or is it? If an organisation can access discretionary effort, it's in a strong position. But if going the extra mile becomes normalised, what is the impact on employees - and ultimately on customer experience? In this episode, we're joined by CX professional Leigh Page to help us tackle this issue.
February 27, 2020
Does your employer care about your mental health?
Employee mental health and wellbeing are increasingly recognised as a key to unlocking untapped performance in a business. But how can you convince those who don't see this as a priority? In this episode, we look at ways of initiating the conversation about mental health in an organisation.
February 20, 2020
What do we mean by engagement?
Businesses want engaged customers. They also want engaged employees. But what are they engaging in? And what are the problems that occur when this engagement is based on unrealistic expectations? In this episode, Carl Lyon is joined by Atom Bank COO Stewart Bromley to debate what we mean by engagement, and how businesses might go about achieving it.
February 13, 2020
Should customer and employee experience outcomes be aligned?
Happy employees equals happy customers. Or does it? In this episode, Tony and Carl introduce the topic for the forthcoming QoE Discussion Group and explore whether CX and EX outcomes should be aligned. 
February 6, 2020
Engaging a generationally diverse workforce
Employees' expectations of work are changing. If we are to respond effectively to this change, businesses need effective ways of engaging employees of all ages and backgrounds. In this episode, Pat Osborne from LV= Insurance offers some pragmatic suggestions for doing this, and highlights the need to personalise employee experience by focusing on individual needs.
January 30, 2020
How should we be engaging with and learning from our employees?
Is there a difference between engaging with employees and learning from them? How can we use technology to improve employee feedback? And what are the challenges of engaging employees in a business with a very large and diverse workforce? To tackle these questions, the ExperienceCast team are joined by Andy Incles, Head of Store Resourcing and Scheduling at Marks and Spencers, and Jonathan Cann, Global Head of CRM at Namecheap.
January 22, 2020
What is the relationship between customer and employee insight?
How can employee insight help you improve your customer experience? In this episode, we talk with Paula Brazier about ways of getting more out of your employee experience data, the importance of listening to what your customers and employees are saying, and Carl explains why he's fearful for the growing focus on employee experience. We hope you enjoy - please leave us a comment and share your thoughts.
January 16, 2020
Which came first, customer or employee experience?
Tony and Carl from the QoE are joined by Stewart Bromley from Atom Bank, Rob Phillips from Overbury, and Kathryn King from LV=.
January 8, 2020
Planning Your Employee Experience Strategy
What do you need to think about when planning your Employee Experience strategy? In this episode, EE expert Jo Kennedy outlines the key factors of an effective EE strategy, and provides advice on how to avoid some of the common issues that can get in the way of success.
January 2, 2020
What is Human Middleware?
What do we mean by 'human middleware'? What can it do that technology can't? And what challenges does it present for organisations? In this episode, we try to answer these questions to help you see how you might make better use of the human middleware in your organisation, and what you need to do to support it.
December 19, 2019
Leading From The Middle Part 2
What is 'the middle' or an organisation? And how can wee get more out of it? In the second podcast on this topic, The QoE's Tony Reeves and Carl Lyon are joined by guest Jonathan Cann to unpack the findings of the QoE Group Discussion on the topic. Have a look at the output from the discussion to get the full overview of what was covered during the event.
December 18, 2019
Leading From The Middle Part 1
Who are the leaders in large organisations? Where does the drive for change come from? And who actually leads that change? In this episode, Tony Reeves and Tim Kitchener introduce the QoE's group discussion topic of Leading From The Middle.
December 18, 2019