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

What Makes a Great Female Leader, With Allison Hartsoe

Allison Hartsoe, Founder & CEO of Ambition Data, shares her experiences as a female leader in the technology industry. She talks about the difficulties and challenges she has faced as a CEO and as a woman in business. Valentina addresses burning topics like gender biases in the workplace and the pressure on women to chase their careers and focus on their families. The host of the Customer Equity Accelerator Podcast recently published her book The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company. 
Find out more about Allison: https://www.linkedin.com/in/allisonhartsoe/
Read more about her latest book: https://www.amazon.co.uk/Age-Customer-Equity-Data-Driven-Sustainable/dp/1737518104/ref=sr_1_1?crid=3CN06RFAZJI1H&dchild=1&keywords=the+age+of+customer+equity&qid=1634315536&qsid=260-5733908-0796837&sr=8-1&sres=1737518104%2C0684864665%2CB07N7GRHNK%2CB00C7TB7ZE%2CB000H5U2NS%2CB082QMHW3R%2CB07TXGM2MJ%2CB07MXYK7NW%2CB07JL13H4K%2CB07WVRL2NZ%2CB07BH2VXXL&srpt=ABIS_BOOK

How to Connect With Consumers Who Defy Categorization, With Michael Solomon

Michael Solomon, a Professor of Marketing at St Joseph’s University in Philadelphia, adapts traditional marketing techniques to the needs of postmodern consumers, the new chameleons. Michael advises CX leaders on how to connect with consumers who do everything they can to escape stereotypically targeted campaigns. Valentina's questions a shift to future technological advancements - humanoid robots. Will the Uncanny Valley soon become a relic of the early 21st century? How can consumers build trust with socially assistive robots? Can they replace a human connection?
Find out more on Michael's website: https://www.michaelsolomon.com/
Read Michael's book: https://www.amazon.co.uk/New-Chameleons-Connect-Consumers-Categorization-ebook/dp/B08PQ2B8XH/ref=sr_1_1?dchild=1&keywords=michael+solomon+how+to+connect&qid=1633303997&sr=8-1

How to Build Customer Trust, With Sergio Feo

Sergio Feo, Director of Customer Experience, started working for Pibank, a challenger bank based in Spain, in 2017. In this episode, he shares their story of becoming one of the top banks with the highest customer satisfaction. Feo emphasizes the importance of creating a strong value proposition that guides major corporate decisions and acts as the building block in gaining trust with customers. Valentina is becoming strongly convinced that she will own a self-driving car in the future…
 
Connect with Sergio on LinkedIn https://www.linkedin.com/in/sergiofeo/

How Do Vision & Mission Statements Play the Lead Role in CX Delivery? With Jose Herrera

Why are vision and mission statements often so overlooked? Most companies have them, but employees often don't even know what they are. Jose Herrera, Co-Founder and CEO of Hire Horatio, talks about the importance of these branding components when delivering satisfactory customer experience. We also cover the most discussed topics, such as balancing technology and the human touch or the best practices for communicating your client’s brand voice.
 
Jose's LinkedIn Profile - https://www.linkedin.com/in/joseherrerap/
Visit Hire Horatio website - https://hirehoratio.com/

How Are Millennials Setting the New Standard for Customer Experience? With Dan Gingiss

In episode 53, Valentina speaks to Dan Gingiss, an international keynote speaker, author of an upcoming book, The Experience Maker and a podcaster of The Experience This! Show. Dan believes that generations appreciate authentic brand voice and reward businesses that build relationships with their customers. He elaborates on the future of CX and advises aspiring marketing professionals who aim to build their careers in customer experience.
 
Find out more about Dan Gingiss https://dangingiss.com/
Pre-order Dan's book The Experience Maker: https://www.amazon.com/Experience-Maker-Remarkable-Experiences-Customers/dp/163195458X/

How to Scale Your Customer Experience, With Ben Segal

Ben Segal, Senior Director of CX at Pair Eyewear, shares the CX story of Freshly, a NY-based meal delivery company. Building a CX program from zero in a hyper-growth company is a tough challenge. Ben describes what he did to achieve a successful outcome and what he is doing differently at Pair Eyewear. 
Connect with Ben on LinkedIn - https://www.linkedin.com/in/benjaminwsegal777/ 

Has Customer Obsession Gone Too Far? With Steve Anderson

Steve Anderson, an expert in strategic risk and business growth, professional speaker and author of the Bezos Letters: 14 Principles to Grow your Business like Amazon. The principles were originally extracted from Bezos’s annual letters to shareholders, further analysed and split into 14 different principles which create repeatable growth cycles. Some of the principles are explained in detail in the episode. Did Amazon become the most customer-centric business in the world at the expense of their employee experience? This book is a must-read for every business major.
 
For more information visit https://thebezosletters.com/

50th Episode Special

CX Insider celebrates its 50th episode! Valentina, Greg, Adam, Simon and Antonio sit together and reflect on the most entertaining episodes they have recorded. From the very first episode, the podcast has been through a massive transformation. They take the listeners behind the scenes and talk about how the concept of podcasting started and gradually evolved. 
01:30 - Where did the idea come from? I 04:33 - What was the purpose? I 06:31 - Things we never shared before I 09:31 - The best episodes

How Video Consultations Enhance Customer Experience, With Stuart Fearn

Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy. 
Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/
 
01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?

You Can't Make This Sh*p Up, With Paul Rutter

Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having been working in CX for almost 40 years, Paul teaches business leaders how to deliver More Than Perfect service and explains why perfect experience is only the starting point. Valentina guides her listeners through Paul's stories with an engaging commentary and euphonious sound effects.
Visit Paul's official website: https://www.paulrutterspeaks.com/
Contact Paul on LinkedIn: https://www.linkedin.com/in/parutter/
Read Paul's book: https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1
01:32 - Paul's background I 06:14 - COVID19 and the cruise industry I 09:12 - Customer is always right I 11:30 - Building brand loyalty I 13:55 - Creating the More Than Perfect experience I 18:17 - Exceeding customer expectations I 21:42 - Employee experience I 25:06 - The One With Naked Customers...