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Description
A weekly podcast on all things Customer Experience (CX). During the podcast series, we'll be taking a look at the hottest topics and biggest issues faced by Customer Experience professionals right now. We'll also be inviting some of the people who make this industry tick into the ‘pod booth’ to join the debate.
22 Episodes
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In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins Matt and Simon in the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were. Connect with Aileen on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele, Customer Service Director of BGL Group joins Matt and Simon in the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.Connect with Lisa on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP8, Martin Schilling, joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence. Connect with Martin on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.Connect with Ben on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP6, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon in the pod booth to discuss what the Halo Effect is and how it impacts Customer Experience.Connect with Victoria on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP5, Gerry Brown, The Customer Lifeguard joins Matt and Simon in the pod booth to discuss how CX professionals can turn their strategic aims and goals into a reality.Connect with Gerry on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to discuss her experiences as a CX leader walking in the shoes of the employees.Connect with Kate on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP4, James Edge, CEO at Landmark Global joins Matt and Simon in the pod booth to discuss his view on the impact COVID-19 has had on the e-commerce and logistics sector.Connect with James on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S2. EP2, James Dodkins, Customer Experience Rockstar joins Matt and Simon in the pod booth to explain what Proactive Experience Recovery is and why companies should adapt this into their business approach.Connect with James on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
The rise of the tech savvy consumer! In S2. EP1, Kate Russell, Author, Tech Reporter, Speaker & Educator joins Matt and Simon in the ‘pod booth’ where they’ll be discussing how companies can contend with a new level of digital understanding while maintaining effortless and memorable customer experience.Find out more about Kate Russell.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100 @katerussell
In S1. EP10, Martin Hill Wilson joins Matt and Simon in the 'pod booth' to discuss and get a clear picture of what CX leaders in the contact centre are doing to plan or prepare for the recession.Connect with Martin on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S1. EP9, Alex Barker joins Matt and Simon in the 'pod booth' to discuss different approaches organisations need to take to bring insight data to life.Connect with Alex on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S1. EP8, Mark Adams joins Matt and Simon in the 'pod booth' to talk about how service design contributes to the experience you want to deliver to your people, teams, customers and members.Connect with Mark on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S1. EP7, Rob Flowers joins Matt and Simon in the 'pod booth' to discuss how important the role of Learning and Development (L&D) is and getting the best out of it. Should L&D be dedicated to Customer Experience?Connect with Rob on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S1. EP6, Jonathan George joins Matt and Simon in the 'pod booth' to discuss top tips on CX transformation, pitfalls to avoid and how to make an impact fast.Connect with Jonathan on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
In S1. EP5, Dr Andrew Muir Wood joins Matt and Simon in the 'pod booth' to discuss his project - Meals for the NHS that helps to provide front line workers at London's NHS Hospitals with meals through the COVID crisis.Connect with Andrew on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
Companies are having to radically shift their operating models and approach to maintain the service to customers during difficult times, but what is the best way to do this? Many companies have really rallied around, not just in terms of moving but shifting their entire workforce to homeworking.In S1. EP4, Amanda Reynolds, Executive Customer Director and Craig Pumfrey, VP Corporate Marketing at Sabio joins Matt and Simon in the ‘pod booth’ where they’ll be discussing 'Agile Service in an unprecedented environment'Connect with Amanda Reynolds on LinkedIn.Connect with Craig Pumfrey on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
What’s Aristotle got to do with business and what do we mean by psychological safety?In S1. EP3, Sandra Thompson, CX Educator joins Matt and Simon in the ‘pod booth’ where they’ll be discussing 'Why Aristotle is the game changer for your business (psychological safety and how it could help you beat the competition)'Connect with Sandra Thompson on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
A lot of people talk about culture within an organisation, but how do you define culture? And how do you make sure the values are espoused and lived out and not just words on a piece of paper. Plus when it comes to measuring employee engagement what’s best practice?In S1. EP2, Nathan Dring, Learning & Engagement Specialist joins Matt and Simon in the ‘pod booth’ where they’ll be discussing 'How much does Culture and Employee Engagement impact the Customer Experience?'Connect with Nathan Dring on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
We recognise that those companies that are creating emotion as part of their CX delivery are seeing material wins both in profit and competitive difference. So just what does emotional connection look like? In S1. EP1, Amy Scott, Service Designer and Customer Experience Consultant joins Matt and Simon in the‘pod booth’ where they’ll be discussing 'Emotional Connection vs Convenience – what do today’s consumers really want?' Connect with Amy Scott on LinkedIn.Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100
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