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

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... 

Who Comes First, the Employee or the Customer? With Salman Sharif

Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer experience. He explains why EX plays an integral part in delivering great CX and predicts post-pandemic challenges which are likely to affect your business. 
Check out Salman's LinkedIn profile - https://www.linkedin.com/in/salman-hammad-sharif-fcxp-cx-ii-1069b0a/
01:49 - Salman's background I 04:14 - definition of CX Maturity I 06:49 - Does every company needs a CX team? I 09:56 - employee centricity I 19:56 - advice to CX leaders
 

Stop Asking Your Customers to Call You, With Brian Kale

This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it. 
 
Brian's LinkedIn: https://www.linkedin.com/in/briankale/
Bank NOVO: https://banknovo.com/
 
02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders

Evaluating CX: Mystery Shopping or Crowdsourcing? With Antonio Maiorano

Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He explains how mystery shopping and crowdsourcing can help you achieve different objectives. Antonio also mentions one of the biggest challenges CX leaders face: evaluating objective feedback. 
Antonio's LinkedIn: https://www.linkedin.com/in/antonio-maiorano/
Bare International: https://www.bareinternational.eu/
03:19 - Antonio's background I 05:03 - How can Mystery Shopping improve CX I 10:33 - loopholes of mystery shopping I 15:25 - Has Mystery Shopping changed during the pandemic? I 20:06 - creating actionable insights I 29:35 - Advice to CX leaders

Customer-Centricity in the Property Sector, With John King

John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is customer experience the same in every industry? John's ideas show an entirely different perspective on CX as you know it. He also talks about emotions and conflict resolution in fragile situations. 
Connect with John King on LinkedIn https://www.linkedin.com/in/johnking56/
02:12 - John's career milestones I 05:18 - unique CX challenges I 09:27 - the balance between the digital and human touch I 15:26 - the importance of staff members in a property transaction I 23:59 - Conflict resolution with clients I 28:15 - how to train staff in customer service I 36:16 - advice to CX leaders

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.