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

Why Planning to Fail Really Means Planning to Win, With Katie Stabler

Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortunate attempt to return clothes via home pick-up service. Start planning for failure using Katie's 6-step framework which you will find in the episode.
Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/
Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5
 
02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders

The 3 Pillars of Effective Customer Experience, With Ján Uriga

Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the interplay of these key areas and what to do when companies fall into the trap of the technology paradox. 
Visit Jan's LinkedIn profile - https://www.linkedin.com/in/januriga/
Find Jan's Customer Journey template on the CX Insider LinkedIn page 
02:33 - How companies approach CX today I 05:26 - Where should you start to become customer-centric? I 10:40 - What role does technology adoption play in an organisation? I 20:25 - How does employee-centricity impact CX? I 26:25 - Advice to aspiring CX leaders
 

Breaking Down Misconceptions About Customer Experience With Gustavo Imhof

Gustavo Imhof, a CX consultant, talks to Valentina and Greg about the most common CX misconceptions he has come across during his career. Gustavo comes with thought-provoking statements, seemingly paradoxical at first glance. For example, advising CX strategists not to be customer-centric.
To find out more about what Gustavo does, visit his profile: https://www.linkedin.com/in/headofcustomerexperience/
Check out Gustavo's recently published book - Customer Experience 3: https://www.amazon.co.uk/Customer-Experience-3-Naeem-Arif/dp/191277481X/ref=sr_1_6?dchild=1&keywords=customer+experience+3+book&qid=1617643992&sr=8-6
 
05:21 - the most common mistakes organisations make I 10:33 - the danger of exceeding customer expectations I 22:50 - Why are memories more important than the experience? I 29:27 - advice to CX leaders 

The Vaccine Passport Dilemma

Countries around the world have started using COVID-19 passports for international travel. Some of them use it domestically. What does it mean for businesses? Will pubs require vaccine passports from their customers? Valentina, Simon and Lawrence discuss the pros and cons of this certificate.

An Introduction to AI in Customer Feedback (Part 2)

Fabrice Martin joined the second episode dedicated to artificial intelligence in customer feedback analysis. Valentina and Simon speculate why the traditional methodologies of collecting customer feedback sometimes fail to bring actionable insights. They also address the big question: Will AI make humans redundant?
Connect with Fabrice Martin on LinkedIn - https://www.linkedin.com/in/martinfabrice/
Find out more about Clarabridge - https://www.clarabridge.com/
 
I 01:20 - Introduction of Fabrice Martin I 04:14 - How does semantic analysis work? I 06:48 - Traditional methods of collecting feedback are failing I 18:03 - Can AI be biased? I 20:58 - Artificial Intelligence vs. Human Intelligence I 24:55 - Advice for CX leaders
 

An Introduction to AI in Customer Feedback (Part 1)

Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the current technological advancements creating actionable insights to improve your customer experience strategy.
For more information, connect with Chhavi Singh on LinkedIn - https://www.linkedin.com/in/chhavi-singh/ or visit his company website - https://www.viwoai.com/
 
01:42 - Organisations fail to create actionable customer feedback insights I 04:06 - Recognising cultural differences I 08:52 - What is a complaint? I 12:52 - Measuring brand perception I 15:32 - Limitations of prompted feedback I 20:13 - Customer feedback automation I 24:03 - Current trends and future AI capabilities I 30:33 - Gaining competitive advantage

How to Personalise the In-Store Experience, with Richard Kelly

In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic. 
Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/in/richard-kelly-23913754/
Find out more information about ARNO Group - https://www.arno-online.co.uk/ 
01:00 - the importance of customer feedback I 06:42 - the shopfitting industry during COVID-19 pandemic I 14:33 - technology improving in-store CX I 19:58 - creating a personalized experience in car dealerships I 23:35 - advice to future CX leaders

Applying behavioural science to understand shopper habits, with Iona Carter

Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience. 
For more information, visit https://www.tracerinsights.com/
or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/
 
01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers
 

ACF Exclusive: Delivery of UK's COVID-19 Booking System

Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour. 
For more information visit https://www.acftechnologies.com/
01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model. 

Neuromarketing: the new way to enhance customer experience, with Terry Wu

Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience. 
Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/
For more information about his work, visit https://www.neuromarketingservices.com/
https://www.WhyTheBrainFollows.com/
Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs
01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety