Talking CX: Recent Episodes
Robin Miller
Scott Gilbey, the Experience Handyman, brings decades of experience in increasing leadership roles. In the past two years he has injected himself into the front line of companies he admires such asLow es, Delta Airlines, Home Depot, Ace Hardware and Collier County Public Schools Florida.With a book upcoming he joins us to discuss his decision to understand how customer and employee experiences work. His adventures are sometimes serious and sometimes funny, and always insightful.
Small businesses often fight to capture and sustain customer attention against huge global giants with thousands of employees and millions of dollars or pounds, yen, yuan or riyal to invest. But it is often the small and unexpected things that makes the biggest differences. Which is where Allison, “the IVR Voice" can help. It is a well know customer experience truth that first impressions count, and for many customers that first impression is the voice on automated phone system that invites you to leave a voice mail or hold on or helps you get directed to the person you really want to talk to. We discuss with Allison how her unique talents will change your perceptions of this experience forever.You can find lots of IVR and phone system design tips and tricks online and by checking out the links below.* Find more Allison demos here * If you want to learn how to program in VXML you can find that here (VXML is a programming language that allows you to build voice IVR’s like XML websites and even align your IVR and your website) * For those old enough to remember here is Seinfelds Kramer Moviefone Man IVR Auto Attendant * And finally one of my favorite IVR comedy sketches
What if a robot could help you as a business owner do one small customer experience thing? And what if that thing was a very human and personal experience for your customers...one that's associated with a time long before email conquered the world?
That one small CX thing? Say thank you! And do it in a simple way that expresses your authentic self.
We discuss how with Rick Elmore, founder and CEO of Simply Noted , an amazing company and solution that we think every small business (and a lot of larger ones) should use. Simply Noted, with 400,000 website users per month, provides a powerful, low cost but high impact AI experience - a transformation solution providing handwritten notes.
Highlights
- Rick's spectacular personal journey from University Arizona football player to an MBA who founded a tech startup.
- How handwritten notes transform experiences.
- Some of the robot, machine learning and artificial intelligence innovations, including 6 pending patents, that Simply Noted has pioneered.
- How people who receive a printed pseudo hand written note know that it isn’t real and the impact on their customer perceptions.
- What Simply Noted does to avoid all these issues.
read more here
Kicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humblest of beginnings to a highly successful, 5-star rated local business.
Shannon shares herb insights on:
- How transforming their customer waiting area can transform your customer experience
- The more recent impacts of texting to share inspections and approve required repairs (and soon upcoming, ‘pay by text’)
- Why sometimes your customer just needs a ride home while their vehicle is being repaired
- The power of outsourcing to allow you to focus on what really matters
- How keeping a customer’s repair history available to them at any time, for example when they go to sell the vehicle, can cement customer loyalty.
- How their partnership with Napa has enabled their and supported their customer experience transformation.
We return with Nicolette Wuring, respected European CX practitioner leader and author of Customer Advocacy, a critical bok in the library of any CX passionate. Nicolette shares more stories about CX in her region. Plus - all you need to know about Krokettan!
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Join us and our guest Nicolette Wuring in a new episode from the CX Around The World series. She is from the Netherlands and is the author of Customer Advocacy, a must read for any CX professional.
From her earliest career as a flight attendant to her most recent position as the first Head of Customer Experience at Liberty Global in Amsterdam, Nicolette is a champion for the creation of safe and brave spaces for people on the front line to do the right thing.
In this first of two podcasts, Nicolette will explain why that is of such great importance.
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Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.
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Neal Burge is the founder and CEO of Cognopia, a renowned leader in data driven transformation. With 11 years residency in Singapore he joins us to discuss his outside in view on how Singapore culture and customs drives best CX practices and makes CX in Singapore unique.
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In the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on the 5 top trends that every CX Professional would be wise to pay close attention to in 2022.
Whether familiar or relatively new, each trend will play a key role this year in Central Europe and beyond.
- Real time cx analytics
- Problem solving matter more than ever
- Omnichannel is not an option
- Hyper personalization
- The rise of Employee Experience
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In the first of this two part series with Gurol Kurt, founder of Alterna CX, we discuss real world CX stories of Central European companies and Gurol's approach to CX Strategy. He explains how CX in Central Europe differs from the US and yhe lessons he's learned that can apply in any market.
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We're excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. These three challenges were in the top 10 of our 2021 CX challenges report (which you can get below)
And we're continuing our offer of 10 free copies of Jeff's new book ' The Customer Experience Management Field Manual'! Just be one of the first 10 people to request a free copy from this podcast and we'll send it out to you. You can contact us at info@talkingcx.com, send us a voicemail or drop us a line by clicking on Contact in our menu. .
In Part 3 of this series Jeff, Graham and focus on the science of measurement and how it helps organizations define priorities and maximize ROI and prioritize the right initiatives.
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We are giving away Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy!
In Part 2 of this series Jeff discusses the dangers of CX burnout, and the pitfalls of setting the CX ROI bar too high.
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We're excited to bring you the first of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. And we're celebrating this occasion by giving away 10 free copies of Jeff's new book ' The Customer Experience Management Field Manual'! Just be one of the first 10 people to request a free copy and we'll send it out to you. You can contact us at info@talkingcx.com.
In Part 1 of this series Jeff shares his stories and experiences of how he's dealt with CX prioritization, and we explore some of the differences between how this is handled in Europe compared to the US.
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2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it's more critical than ever for employers to understand what their unique group of employees need and how to prioritize a response.
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What are the biggest challenges to success in this area?
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Are some of those challenges similar to the ones businesses face as they seek to understand their customers?
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How are technological advances - for example in the area of voice analytics - setting up to hit employers hard and soon?
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How are some forward thinking businesses creating an employee focused culture?
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Will their creativity and dedication to their employees work for your business?
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Get a free CX book of your choice, shipped to you. Click here to leave us a voice message ( https://www.talkingcx.com/record-voice-message/ ) that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!). An other exciting opportunity to "Join the CX conversation"
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"Ensure Deep Enough Customer Understanding" was prioritized in our top 2 CX Challenges survey results for the 2nd year in a row.
Hear the answers to these and many more questions
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What do we mean when we say Customer Understanding?
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Why is it important?
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What CX techniques represent that understanding?
Find related resources here ( https://www.talkingcx.com/podcast/cx-challenge-2021-customer-understanding/ )
This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges
Find related resources here: https://www.talkingcx.com/podcast/2021-cx-survey/
You cant improve what you dont measure and you cant understand if you cant listen. Graham and Robin discuss the importance of measurement in delivering world class CX. Listening to your customers, analyzing what they tell you for insights and acting on it whether in immediate response or informing systematic improvements.
Hear how Voice of Analytics (VoA) is transforming Voice of Customer (VoC) feedback and the importance of Operating and Financial metrics in truly delivering CX leadership.
The CX Tech Stack (the elements of your Enterprise Tech Stack that enables Customer Experience) is a key part of efficiently and effectively designing, delivering and measuring and improving CX, especially at Scale.
Graham and Robin discuss key trends and key technologies in this fast moving arena.
Once you understand your customer needs, probably defined in a Customer Journey including the most important moments and interactions it is time to Design Your Experiences.
Graham and Robin discuss how that is done in the real world and continue the mortgage application theme they started last time by comparing and contrasting fast growing Rocket Mortgage with a Credit Union Mortgage Application example and why both are just perfect, for different Customer personas.
Your Business Operating Model is the interaction channels, people, organizations, processes, technology, data and partner ecosystems that actually deliver your customer experiences.
Graham and Robin discuss these elements in the context of the mortgage application scenario they have been using for the past few podcasts.
Discover the tried and true methods your business can use to find out who your customers really are and what they are thinking about you.
Graham and Robin explore the impact of both good and not so good CX strategies on pet parents and their floofy companions. Find out which CX strategies have led to pawsitive results and why.
Hear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.
Listen as Graham explains the building blocks of CX science and Robin tries out a new analogy. Plus listener responses to Graham's 'CX as war' themes.
See the CX Operating Model.
Watch a YouTube video of a Jenga game
We'd love to hear from you! Contact us and let us know what you think - comments, questions, your experiences, customer experience topics you'd like to hear.
Listen now on Google Play, Spotify, iHeart radio, Podbean, and others. iTunes coming soon.
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