The CX Podcast R&R: Recent Episodes
Rhian Huxtable & Richard Knight
Creating and delivering the best customer experiences is the single most important thing that businesses can do today. Give yourself some R&R time and think about the experience you are giving your customers.
Rhian Huxtable is an award-winning, nationally recognised CX specialist with a passion for improving the experience business gives its customers.
Richard Knight is the 'customer experience bloke' who works across multiple sectors to close the perception gap between a business and its customers to deliver success for both parties.
This month Richard and Rhian warble all about the UKCSI data and what it means for your business. Where can you take a competitive advantage with your CX?
Find out which CX Zone your business operates in with the FREE THE CX CHECKER
In episode 76 Rhian and Richard warble about change. The speed and size of change have an impact on us and our customers. The gents discuss what effect this has on CX and how to approach your CX to manage change.
Has the traditional law firm had its day?
This month Richard Knight and Rhian Huxtable warble with Lee Taylor from Woodstock Legal. Lee talks all about marketing and client experience at Woodstock providing insights into the impact a consultancy model has on client satisfaction and loyalty.
Join Richard and Rhian for their latest warble from the west country. This month, what do we need to focus on to ensure customer success in 2024 and beyond? Tune in to find out!
In Episode 73 of The CX Podcast R&R Richard & Rhian are warbling with Ian Kelsall, a fellow insight6 CX Director, all about how CX has played out in 2023 and what to expect in '24.
This month the west country duo, Richard Knight and Rhian Huxtable, warble all things festive season. Listen in to learn their 5 top tips to deliver great customer experiences during the festive period.
This month Richard Knight and Rhian Huxtable talk to Tony Day from Adstral Fulfilment about how it's not just about 'picking and packing' in the fulfilment sector. Learn all about how CX is core to the success of a logistics business and that the most important part of keeping clients happy are the employees.
After the summer break, Richard Knight and Rhian Huxtable return with another warble about CX on holiday and the recent UKCSI report on customer satisfaction in the UK.
This months warble has Richard Knight and Rhian Huxtable talking to Ollie Jackman from Agile Comms about their business model that has been designed from the customers point of view. Hear about the customer centric start-up from Plymouth and how they taken the traditional telecoms model and flipped it on its head!
This month Richard and Rhian warble with Jon Ducker from The Haines Motor Museum about why listening to customers is so important in todays world plus how emotion impacts a visitors experience. We also find out what Jon's favourite motor is at the museum!
In episode 67 of The CX Podcast R&R, Rhian and Richard warble with Claude Weston from Casterbridge Wealth all about the Consumer Duty Regulations set out by the Financial Conduct Authority. Claude talks about how the regulations can be translated into real world actions and what Casterbridge Wealth have been doing to put their clients at the heart of what they do.
This episode Richard and Rhian are joined by Tom Hadley from SUFU who is talking all things branding and how it impacts CX.
Tom gores into details on the old school marketing and how behavioural science can be the gane changer for a brand and the experiences delivered to customers.
This month Rhian Huxtable and Richard Knight from insight6 discuss the movers and shakers in the CX world. Plus they talk about how every organisation can step up their CX level in 2023.
In this episode Rhian and Richard warble about what 2023 holds for businesses when it comes to CX. They chat about AI, parcels and regulations from the Financial Conduct Authority.
It's Christmas!! This month Rhian and Richard warble all things CX and look at how you can make the most of the festive season with great customer experiences.
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This month Richard and Rhian are having a strop about CX levels...again! Don't fear though, they have some tips and hints to help your business deliver great CX!
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This month Richard and Rhian are having a strop about CX levels...again! Don't fear though, they have some tips and hints to help your business deliver great CX!
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Employee experience matters. Richard and Rhian warble all about the need to focus on your employees through challenging times.
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This month Richard and Rhian warble about the summer and holidays' impact on cx.
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Rich and Rhian warble about a lack of respect for customers and the frustrations that lead to customers voting with their feet.
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This week we have a warble with Verity Slater, Partner at regional law firm Stephens sCOWN, who gives us a great insight into what great CX looks like and how that has helped them flourish as a business.
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Richard and Rhian warble about the cost of living and its impact on CX
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This episode we talk CX with Jon Ducker from Mary Shelley's House of Frankenstein!!
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This month Rhian and Rich warble about the poor CX they have encountered and also highlight what great CX can do for your customers.
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We are back and with a new format! We’ll be bringing you new episodes monthly from here on! The Professional Services Report is here!! Learn how to get your copy and hear the key facts form the research.
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This week we have a little warble between ourselves about the grand opening. Not the grand opening of the Casino Royale but the grand opening of the country. But are you and your business really CX ready and able to deliver the best CX possible? We give our top tips for the grand opening.
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After a small breather to allow you to enjoy the more relaxed rules, this week we catch up Sara Trainer who is an executive leadership coach for professional service teams and firms and well as a lot of work for our heros in the NHS. Find out how Sara uses a child's toy to envisage strategy and resilliance to customers.
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This week we dive into something we ourselves have been doing as you tune in... video! We catch up with Dave Meadows, Creative Director at Pushed Animations, about how bringing complex issues for your teams or customers to life through video and animation can drive a positive impact to your customer experience.
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We caught up just before the glorious Bank Holiday Weekend with Marcus Bailey, one of the owners of Blackadon Farm Cottages based in Devon, and we discuss how his business being in the IMPACT zone has guided the inception of the business and contnues to guide their guest experience.
If you would like to find our more about Blackadon Farm Cottage please visit their website: https://cottagesatblackadonfarm.co.uk/
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This week we catch up with Lucy Knight, who is a CX expert based in Wiltshire, about opportunities coming out of lockdown and how as CX Director she is helping businesses moving out of the awareness zone into the light of the breakthrough zone.
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This week we build on the readiness to welcome back your customers by discussing the breakthrough zone and the impact zone and exactly how you can harness these strategies within your business to ensure a positive first step coming out of lockdown.
Click here to take a look at our Customer Readiness Tool: https://s.surveyanyplace.com/cxchecker
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This week we catch up between ourselves and ask are you ready to come out of lockdown? How can you ensure that you are meeting your customer's expectations coming out of lockdown.
Click here to take a look at our Customer Readiness Tool: https://s.surveyanyplace.com/cxchecker
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This week we catch up with Susannah Brade-Waring of Aspirin Solutions who is a business leadership coach and specialises in strategic change & growth programmes for owner managed business near Dorset.
We discuss her views on leadership in the business and how this can affect your customers. We also look at what the potential 'boom' will be on the back of the pandemic and what this means for business owners.
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This week we discuss the roadmap the Prime Minister set out to cautiously ease lockdown restrictions in England. The Government has published a four-step roadmap to ease restrictions across England and provide a route back to a more normal way of life so we dive into exactly what this means for you and your business.
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This week we speak with Andy Taylor-Whyte who is an expert in presentation skills and presenting yourself in the right way. With working from home becoming increasingly normal how can you present yourself in the best way possible over video calls and how this can benefit you to deliver the best customer experience.
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In the lead up to valentine's day we ask ourselves what has loving your customers got to do with delivery excellent CX? How underrated is showing love to your customers - especially during these difficult times.
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This week we speak with entrepreneur, business mentor & mindset coach Tom Murphy.
We discuss how to get yourself in a great state of mind to deliver the best CX possible and looking after yourself so you can look after your team and customers.
Find out more about Tom and his mentorship here: https://www.lifeaccordingtomurf.com/
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This week we speak with John Farrand of the Guild of Fine Food and we discuss why "Shopping local is not just for lockdown, it's for life!" We also look at how independent food producers and retailers have managed during the pandemic and how the GFF has been supporting the sector now and in the future.
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Following Blue Monday, said to be the most depressing day of the year, we explore kindness. In a world where social media is key, why is there so much negativity and confrontation on the platforms? How can you, as a business, develop your client experience through kindness?
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This week we go international and speak with David Wachs, the founder and CEO of Handwrytten, about just how powerful a piece of paper in your hand can be for building a better relationship with your clients.
We also discuss David's serial entrepreneurship and his latest venture which is bringing back the lost art of letter writing and how he has managed to implement a robot-based solution to resolve this. We also discuss his findings in a world where communication feels completely digital how a "personal touch" can set your business apart from the competition.
You can find out more about Handwrytten's service here: https://www.handwrytten.com/
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Happy New Year to everyone and it appears we have turned full circle. Almost a full year since we started our podcast we are back in another lockdown.
We welcome you back to our warblings as we discuss all things positive for 2021 and help you get your CX in shape for the coming year.
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Merry Christmas to all of our listeners! We hope you have a relaxing break and that you are ready to recharge your Customer Experience for 2021.
This week we give you our review of 2020 for CX and provide you with our 6 top tips for CX moving into 2021 but we also decide to review 6 ciders so why not treat yourself and join us for a drink in our festive episode of Customer Experience R&R!
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This week we speak with Ben Stirling who is the founder of Made for Maturity and an online User Experience expert. We discuss how Ben's foresees the future of tech and how he helps businesses with their user experiences. We also discuss how the worlds of User Experience and Client Experience meet and the importance of their co-existence in your business.
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This week we catch up with Andy Moules of Red Rose Technology about how significant the impact of technology is on customer experience and shares his top tips on what businesses should look for when investing in new technology.
We would also like to thank each and every one of you who has tuned in to our warblings. We have now reached 29 countries and counting! We never quite expected to reach this far but we will keep creating our Customer Experience content for you!
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This week we pick the brains of the Guru of Motivation, James Sale, and we dicuss how the motivation of your employees can significantly impact your customer experience with your business and also... black pepper and gods! Only on the Customer Experience R&R Podcast!
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After some positive news about a potential vaccine to COVID-19 and discuss how this news has effected both the money market and how potential customers may now react and if there is an increase in purchase confidence. We discuss how you can vaccinate your business against poor CX.
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This week we catch up with employment and communications specialist Margaret Oscar and discuss the recent lockdown warbling with our local businesses and have an extremely honest conversation about client engagement being critical to a successful business.
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We've returned back to our beginnings - a podcast created during a lockdown! We caught up ahead of Lockdown 2.0 to digest the new impact that businesses will face in the South West and across the country and explore how this lockdown, for businesses, may not be as traumatic as its predecessor.
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Generally, we tend to focus a lot on the customer journey but this week it is all about those people who provide that journey. We catch up with Kirsty Duck from face2faceHR who provides some great insight into the Employee Journey and the importance of those around you in your business and your business ventures.
Our LegalCX webinars are also now available so join us and get yourself Legal CX fit for 2021 here: https://www.eventbrite.co.uk/e/legal-cx-get-legal-cx-fit-for-2021-access-all-webinars-tickets-124385106201
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This week Richard catches up with Ed Williamson from the Cobra Club - a networking organisation that has come to fruition during the pandemic with a business model this is delivering for their customers and how the Cobra Club has developed from a customer experience perspective.
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It's #CustomerExperience week this week and there has been a lot of social media about it however it's great to just stop and think about 2021.
We discuss how customer service has now evolved into customer experience and how processes can only get you so far with your customers but it's the behaviours that really count!
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It's just us this week but we discuss the new laws around COVID-19 and the considerable impact that they may have on both businesses and customers but also the potential impact on how you can provide great customer experiences.
Also, as this is episode 20 we also discuss customer experience readiness for 2021.
Guidance on how to work safely during the COVID-19 pandemic can be found here: https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19
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This week we catch up with Anna Lake, who is part of the South West CX Thought Leadership group, gives us her thoughts on how to use great insight and how you can use those insights to market your business to your customers.
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The week we catch up with author of 'Slow Selling' Guy Arnold which focusses on slowing down and designing world-class solutions that optimize sales for the long term and how this is transferable to the world of customer experience.
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This week Rhian and Richard catch up and discuss the key points around communication to your customers, and the CX opportunities heading into Autumn and leading up to the busy festive period.
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We're back with another episode of Customer Experience R&R!
Rhian and Richard catch up after a short break and discuss their CX experiences from the summer. They also discuss how the economy could shape up in the next few months and what this can mean for providing great customer experience and the opportunity for businesses to stand out during the 'return to work' phase of the pandemic.
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This week Rhian and Richard reflect over the last 15 weeks and the impact of the Coronavirus pandemic and give their Customer Experience insight into the best way forwards for businesses. New episodes of Customer Experience R&R will be back in September.
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This week we catch up with HR expert Janell White and discuss employee motivation during the Coronavirus Pandemic as well as the balance between physical safety equipment and the psychological safety of your staff so that you can ensure a safe and productive return to work.
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This week we catch up with super-connector and founder of The Samphire Club, John Harvey. But as a business and club that specialises in business networking events how have they coped during the Coronavirus pandemic and adjusting to digital events? John also shares how he plans to run his events in the 'new normal'.
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This week, Richard catches up with Paul Kinvig from Bournemouth Town Centre BID discussing what their work for the local authorities and the town centre means to them as well as how they have invested their time to ensure that Bournemouth Town Centre is as safe as possible for consumers.
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This week we speak to Robert Snook from MG Cannon Accident repair in Salisbury. He talks about how the automotive repair industry has been for the last few months and details how leadership has been vital to his business during these unprecedented times.
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This week we catch up with Jane Towner from tmgroup, the UK's leading conveyancing data and search platform, and discuss her experience of working through Coronavirus so far. We discuss if the pandemic has dried up money within businesses, rebuilding confidence and adjusting the business emphasis and focussing on communicating with their customers.
Tmgroup have the vision to streamline the property transaction for the benefit of all so how have they achieved this during these unprecedented times?
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After a week off we catch up with the Head of Intellectual Property Law at Stephens Scown, Ben Travers, and discuss how you can make sure that if and when you are moving your business online that your client journey moves with you meaning this could have a huge impact on your customer experience if data gets stolen or is not safe. We also discuss the recent stories about companies who have had data stolen.
Ben Travers and Stephens Scown Solicitors can be found here: https://www.stephens-scown.co.uk/lawyer/?ln=Ben-Travers
If you have any queries regarding any of the topics covered in this episode or surrounding how you can improve your CX please do not hesitate to contact Rhian and Richard at insight6 on +44 (0)800 970 8987, email enquiries@insight6.com or by visiting https://www.insight6.com/the-rr-podcast/.
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Following the Prime Minister's announcement on Sunday, what does the new three-step approach to the Coronavirus lockdown mean for businesses? How can you ensure a great customer experience until the next review takes place in a few week's time?
We also discuss our latest data for breweries and distilleries and the opportunities that we find them missing during these testing times.
If you have any queries regarding any of the topics covered in this episode or surrounding how you can improve your CX please do not hesitate to contact Rhian and Richard at insight6 on +44 (0)800 970 8987, email enquiries@insight6.com or by visiting https://www.insight6.com/the-rr-podcast/.
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