CX Insider - Customer experience leaders sharing insights and ideas for customer service success

Using retail events to save the high street, with Jason Sit

Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.
 
01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations

Damien Davis on mental health and working remote

We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees.
Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/
00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders 

Branch transformation part 3 Q&A (RBR BT20)

Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more. 
00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap

The next gen banking experience part 2 (RBR BT20)

We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 
01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences |  15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020
 

The next-gen branch experience part 1 (RBR BT20)

A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID.
01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers.  | 19:10 - Designing next gen branches for a fun expereince.  | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches. 

Karen Clinkard on employAGILITY and using data to improve CX

An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard. 
01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders 
 
 

Can retailers reconnect with their customers?

Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology? 
01:00 - COVID retail stories. | 04:47 - QR codes are now mainstream. | 08:30 - What are retail/banking leaders working on right now. | 09:50 - Are organisations embracing transformation. | 12:20 - Consumer Confidence gap causes. | 14:16 - Helping the customer during time of change. | 18:02 - The adoption of video channels.

The future of retail

Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus. 
02:00 - Video shopping | 07:45 - Retail at the moment | 10:42 - Will video shopping channels be accepted? | 13:40 - WBR's Future stores | 19:54 - Traditional retail vs. modern problems | 23:49 - Captain powerpoint
 
 
 

Carly Lake on getting results when working remote

"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about.
Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever. 
Connect with Carly - https://www.linkedin.com/in/themarketingrecruiter/
01:04 - 3 tips to be productive while WFH | 09:30 - Death of the office? | 12:35 - Feeling socially isolated | 15:05 - Video with a good user experience 

Howard Brown on the new retail banking experience

TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to customer service. 
Howard's site - https://www.spotlight.com/2934-1274-1289
01:58  Howard's story | 06:43  The changes in banking over the years | 08:42  Has the transformation of the high street influenced banking? | 09:37  Banks revolving the local community | 11:05  Multi-skilled bank employees | 13:32  What's important to the customer of today? | 14:41  Advice to decision makers | 17:27  Banks using spaces for events | 18:55  Banks are now more than just a financial service | 21:07  What's next for Howard