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

CEO Cinde Dolphin on patient centricity

CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to  better understand, and innovate throughout the patients journey.
Cinde's Website - https://medicaldraincarrier.com/
Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/
 
00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's experience affected her patient-centric view | 06:50 - The patient is the innovator | 07:57 - How the corona virus might effect healthcare innovation | 10:06 - Healthcare innovation is changing globally | 11:59 - How the hospital waiting rooms are now a thing of the past | 13:50 - Small businesses and small innovations, large benefits | 16:35 - What healthcare leaders need to hear right now

Richard Hadden on how employee engagement influences your profits

On todays episode, we have the Richard Hadden - the  author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience.
Richards Linkedin - https://www.linkedin.com/in/richardhadden/
Contented Cows partners and webinars - https://contentedcows.com/
 
00:35  Introductions & Simons hair trouble | 03:06  Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future

WFH - Alex & Liza on CSR, Sustainability and the new high street

An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good of society, during COVID-19.
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WFH - Stuart Fearn on optimising your branch network during COVID-19

Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.
 
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WFH - Charlene Li on Disruptive Leadership

In this episode, we talk with  one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all the best industry news and CX content so stay tuned to hear about how to get free access.

WFH - Staying healthy at home with Jess Rieger

Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.

How can retail maintain a good customer experience remotely?

In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the coronavirus pandemic.

How can the test drive experience be improved?

In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales, with the modern day customer.

The placement experience at ACF Technologies

In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisation. 

How can telecoms optimise the retail experience?

In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store transformation.