The CX Impact | Podcast by GemSeek: Recent Episodes
GemSeek
Talks with customer experience industry leaders on how to scale and accelerate your CX journey, and transform your organisation in delivering exceptional and memorable experiences.
We predict what your customers will do next. Let's grow together.
Website: https://gemseek.com
In this episode of the CX Impact Podcast by GemSeek, part of Accenture Song, our host Mehmed Ramadan delves into the intricacies of creating superior customer experiences in the pharmaceutical industry. Joined by Christian Velten from Roche Pharmaceuticals and Tarang Agrawal from Takeda, the conversation explores the critical importance of CX and VoC in pharma.
Minna Killström, Customer Intelligence Lead, Neste | The Power of Emotions in Shaping CX - S03E03 by GemSeek
In this podcast episode, Robin Daniels, Chief Business and Product Officer at Zensai, emphasizes the importance of a holistic approach and how everyone in a company contributes to the customer experience.The guest discusses the challenges of maintaining a cohesive culture, particularly among remote and multigenerational workforces, and advocates for a mix of top-down and inclusive leadership. Clear visions and understanding employee motivations are critical for successful change management. Anecdotes from LinkedIn and WeWork highlight the importance of leaders interacting directly with customers. The guest concludes by emphasising the importance of actionable insights and empowered decision-making for improving the customer experience.
Season three of the CX Impact podcast kicks off with a strategic discussion featuring Tilman Rüsike, Business Leader for Infectious Diseases and Blood Screening, and Julia Dour, Head of Marketing Engagement at Roche Diagnostics. Facilitating this insightful conversation is Kaloyan Stefanov, Commercial Leader at GemSeek. Together, they delve into the intricacies of MedTech Voice of the Customer (VoC) programmes, emphasising the pivotal role of curiosity and open-mindedness in driving business success and innovation within the industry.
In this episode, Ivaylo Yorgov answers Sasha Molotova's questions about abusive customers, dives headfirst into the world of dealing with difficult customers, and raises the question of whether the customer is always king. He shares practical tips and advice to help professionals effectively handle challenging customer interactions.
In this episode of The CX Impact Podcast, Dr. Carl Machado explores the core principles behind consultative selling and the key role it plays in establishing win-win partnerships with customers. He talks about the thin line between open communication and maintaining strong customer relationships and emphasizes the importance of tailoring communication strategies to effectively engage with customers.
Understanding the emotional drivers behind customer behaviour can give businesses a competitive edge in the marketplace. Emotions have the power to foster customer loyalty, inspire brand advocacy, and influence purchasing decisions. Our guest--Howard Lax, an accomplished customer experience and market intelligence professional, shares his views on how emotions can play a critical role in shaping the customer experience and should be leveraged as a valuable tool by businesses seeking to optimize their performance and drive more revenue.
Today's discussion will revolve around the significance of collecting customer feedback during the development and launch of new products and solutions in the market. Given the broad nature of this topic, we have invited two guests to share their expertise and perspectives. Our conversation will center on the value of customer insights, the strategies employed by MedTech companies to leverage customer feedback, and the key components involved in designing a remarkable VOC research project.
For many large companies, it is vital to establish a superior CX experience. Nonetheless, many organisations find it challenging to integrate customer feedback into the process and demonstrate the business benefits of those initiatives.In today's uncertain economy, businesses must accurately identify ROI and minimize risks to allocate scarce resources effectively. Investing blindly is no longer sufficient. This is why prioritizing customer experience will remain crucial. As technology progresses, we can anticipate the use of AI and other tools to help companies assess the impact of CX initiatives on their bottom line.About Mark Ratekin is a seasoned marketing executives with over a 2-decade-long career in the CX industry, and is the curretn Principal Consultant, Global CX Consulting at Forsta.
How does your business onboard, engage and retain customers in a frictionless and even invisible manner? In this episode, GemSeek’s Managing Director, host of the CX Impact Podcast and author of the book “The New Customer Experience Management”—Ivaylo Yorgov, digs deeper into how B2B and B2C companies look at the concept of customer education. What are the best practices, which teams ensure customers are well-aware of how to use a certain product or a service, last, but not least—how to measure the impact of customer education, are just a fraction of the topics of this conversation. Adam Avramescu is the author of the book “Customer Education: Why Smart Companies Profit by Making Customers Smarter”, Co-Host of the CELab Podcast, and VP of Customer Education at Personio. He’s also the guest of the CX Impact Podcast’s sixth episode.
This episode focuses on the benefits of using data flows and data literacy to empower organisations, deliver better value to their customers and nurture culture by making data-driven decisions.Jason Foster, is the CEO of Cynozure, an Amazon best-selling author and host of the Hub & Spoken podcast. Jason has over two decades-long career in data strategy and is now an active ambassador of peer-to-peer learning for data leaders through the CDO Hub accelerator.
The fourth episode of Season 2 of the CX Impact Podcast will focus on the inevitable correlation between patients, hospitals and OEMs, and how we help people get a better quality of life through the things we do in our work every single day. Our guests are Dilyana Pavlova is a seasoned expert in CX, project management, marketing, and strategic consulting. She has spent the last decade in healthcare CX and today she manages CX activities for another highly competitive brand – ResMed. Our second guest--Brian Bruner is a true customer experience ambassador, and what many CX professionals dream of – a truly passionate team member. He has dedicated 20 years in healthcare. He has changed direction, going from IT to CX, and is currently a service and CX leader in the Americas region.
Season's 2 episode 3 focuses on the future of healthcare. Our guest - seasoned healthcare leader Terry Coutsolioutsos shares viewpoints on how the healthcare domain will be moving towards more patient-centric way of providing care, helping more customers and delivering patient satisfaction.
The second episode of the CX Impact Podcast is very much focused on internal communications and change management. Our guest, Kate Isichei, is a seasoned comms expert, having worked for global leaders across multiple industries. Kate shares her profound experience driving change and transforming her clients’ and employers’ internal communication processes and culture. She is also the host of the Engagement Express podcast, and head of Where to Look Communications Agency.
Episode 1 of the CX Impact Podcast takes another perspective on customer experience, focusing on the foundational research and insights that could be later used for sales enablement and innovation within the healthcare domain. Our guest—a certified medical practitioner and seasoned expert in customer experience–Dr. Carl Machado, join us for a very different conversation on healthcare innovations, and how vitally important it is for product managers and professionals to be both conceptually and physically aware of the environment they’re developing products for.
Episode 17 closes the 2021 chapter with a fantastic conversation on CX and soccer. Our guest - Gregorio Uglioni, CCXP, currently heads the customer experience transformation of an international credit card company, is a proactive judge in many of the large international CX award shows, and is the author and host of the CX Goalkeeper Podcast.The episode focuses on the tight correlation between customer experience and soccer, and how scoring more goals in customer experience together, increases operational effectiveness and decreases cost.
Episode 16 covers the topic of fair treatment of vulnerable customers. According to the Merriam Webster dictionary, a vulnerable person is one that is easily hurt or harmed physically, mentally or emotionally. In each business, there is a segment of vulnerable customers that due to specific factors or circumstances. Those are not limited to disabilities or old age. This segment is susceptible to poor decisions and payment problems, especially in the cases when met with aggressive sales techniques. Our guest – Matthew Tod, helps business leaders take advantage of data, analytics and AI. In his 2 decade-long experience, he has helped Publicis Groupe establish the first UK digital advertising agency with rewards with Renault, ASDA, HP and the European Central Bank. Later on, he founded Logan Tod & Co – a leading online optimization consultancy, that to this day he runs as a CEO. His professional portfolio includes PwC, The Book People and as of November of 2019 – GemSeek.
We’re brining you an episode, full of extremely valuable information on another CX-transforming concept – Decision-as-a-Service. The conversation with our guest focuses on the key steps of the DaaS implementation process, and sheds more light on another framework we’ve discussed prior – jobs-to-be-done, as well as meta jobs, executed by staff members.Graham Hill is a management consultant, Interim and Director with over 30 years of experience directing business transformation projects. He designs, develops, delivers and operates complex marketing and customer experience management projects for major corporate clients in finance, telco and high-tech among others. Currently, Graham acts as an Associate Director at Optima Partners.
Episode 14 focuses on the topic of Employee Experience (EX) and the growing demand to link EX to CX. Our guest - Enrique Gomez Alonso, a C-Level executive with over 2 decades of experience in driving organisational success, joins Momchil for a conversation on what are the latest trends in EX, how to start an EX journey in creating a 360-inked experience management program and what are the low-hanging fruits every company can take advantage of. Stay tuned.
Episode 13 of the CX Impact Podcast focuses on the key ingredients of achieving operational excellence and ultimate customer success.Our guest, the Global Principal of CX in HeidelbergCement - Judith van Heerwarden, sits down for a conversation on customer-centric culture and how to launch a successful CX and a global framework across 40 markets.Judith has 10+ year-experience in cultivating problem-solving and programme design excellence, and, in the last six years, has spent over 60 per cent of her time travelling across five continents, taking local businesses and cultures on a journey from operational commodity thinking to growing commercial value.
In this episode of the CX Impact Podcast, our host Momchil Blaskov has a sit down with procurement expert Alex de Groot. What it takes to sustain a credible partnership with a CX vendor? How to select your CX vendor and ways to boost the value while keeping costs reasonable.Alex has over decade of experience in procurement expert. His resume includes internationally-renowned companies such as KPN International, BT and T-Systems. For the past few years, Alex has been a part of the global procurement team in Signify.
Customer Experience Analytics is commonly defined as the discovery, collection and analysis of customer data to help you make informed, intelligent decisions through actionable insights. While the field is rapidly growing the exact scope and impact varies significantly from one organization to the another. Episode 11 focuses on the challenges customer analytics managers solve, how they do it, why their impact will be growing and how the future looks like, featuring GemSeek's managing director and renowned expert Morgan Evans.
Episode 10 features Momchil Blaskov - the host of the CX Impact Podcast, and Ivaylo Yorgov - Managing Director of GemSeek. Both CX aficionados deep-dive into a honest conversation on competition and the importance of being able to deliver on your CX promises, tracking initiatives and gaining competitive advantage.
Episode 9 of the CX Impact Podcast focuses on the value of CX awards and industry recognition. The CX community has never been as tighter as it is now, thus allowing CX professionals to connect, exchange ideas, experience and build a sustainable customer experience initiatives. Our guest - Neil Skehel is a founder and CEO of Awards International - an organisation, running business and industry awards and conferences. The International CX Awards, UK CX Awards and South East Europe CX Awards, to name a few.
Recently we observe a consolidation in the market – many of the market leaders acquire or join forces with direct competitors to get a bigger market share and speed up innovation. Still, there are so many market players which makes it hard to select the platform which answers your needs. Today we will discuss the future of the market and will provide actionable insights to CX managers on how to choose the right platform, how to make a successful implementation and how to achieve high adoption rate and prove the platform ROI.David Heneghan is a Founder and CEO of CX Index - a Voice of the Customer platform based out of Dublin in Ireland. During his career, he has worked for companies such as Credit Suisse and United Drug.
In this episode, we dive into two of the hottest questions in the industry - how to prove the financial impact of your CX program and align across the customer journey. In the first part of the conversation, we will provide guidelines and examples on how to show your program ROI and how to go one step further and link your CX overall performance to operational and behavioural data. In the second part, we will discuss why it is important to work with other departments across the journey and how to do to it.
In this episode, we are giving the stage to one of the leading CX women experts - Liliana Petrova. We focus our attention on how to design and execute digital transformative and impactful CX solutions, how to move your CX program to the next level, why now is the time to invest in CX and how to guarantee your success. We also list CX program principles which are valid across all industries. All is wrapped up with fascinating real-life examples.
In today's episode of the CX Impact Podcast, our host Momchil Blaskov talks about CX crisis prevention strategies and ways to re-energise your customer experience initiatives.His guest, Stefan Osthaus, is a renowned CX leader, keynote speaker and bestselling author.
Tiffany Christiensen - Vice President of Experience Integration at The Beryl Institute, talks about her experience as a PX leader from the patient perspective. In this episode, we explore how to provide compassionate care and why it improves clinical trial outcomes, operational and financial aftermath. We discuss the impact of COVID-19 on PX and what’s the way forward.
Telco sector has lower NPS compared to many other industries and hasn’t seen much improvement recently. How you can close the gap and build successful CX program in telco? In this episode together with my guest Dave Patarica, CX telco expert with over 20 years of experience. We will zoom into customer makes the industry special, how you can prove the ROI of your program, and boost its impact. We will also emphasize the role of CX analytics to achieve this transformation.
All experts agree that CX is more important than ever. In this episode, our guest Jeff Sheehan - renowned CX expert with over 25 years of professional experience, dives into what are the differences in CX in Europe vs. the United States. How to show empathy and have a proper tone of voice during crisis and what will happen with CX once the crisis is over? Stay with us to learn more.
B2B companies often are slower to adopt CX. They are, however, catching up on their quest for success. In this episode, our host Momchil Blaskov talks B2B success in customer experience with seasoned thought leader Michael Brandt. What are the key elements of a successful CX program? Listen to get these, and practical advice on how to build strong relationships with their customers.