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Customer Experience Superheroes

Author: Christopher Brooks

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Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience. Series 1 features Employee Engagement, Citizen M and CXRockstar. Series 2 features Customer Journey Mapping, GDPR and CX in a pandemic.Series 3 features the CX World Games, Crisis Management, Recovery and UHNW CX.Series 4 features the Customer's Imagination, Customer Care, a wake up call to CX and Lego Serious Play.
29 Episodes
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Introduction to the Customer Experience Superheroes podcast series.A series inspiring CX Practioners to become CX Superheroes themselves.In the series we will share what the CX superpowers are, how to get them and how to spot them in others.As well as interviewing several CX professionals about their CX Superpower and catching up with some great branded expeirences too. Planned as a 6 part series, we hope it will deliver practical ideas to take from the podcast and action!The CX Superheroes podcast is in association with Clientship, international CX Specialists and presented by Clientship's CX Specialist, Christopher Brooks, 
Employees are the true CX Superheroes in any organisation. It is said look after your employees and they will look after your customers. But with only a reported 14% of employees fully engaged, something isn't working. In this episode we interview Employee Engagement expert Simon Gilbert who shares his ideas and frameworks for delivering successful engaged workforces. Simon talks about his time at Sony Mobile where he created an industry leading programme which inspired front line retail staff to take a challenger brand and make it stand out. He shares what he has learned and how has applied it to enable all organisations to create sector leading employee engagement with a new experience programme.As with every episode in this series, we will also identify the CX Superpowers needed to deliver awesome employee experience and become a complete CX Superhero. 
There are a handful of brands out there which truly get Customer Experience. The typically disrupt markets and make customers reconsider what matters most to them. Citizen M, the boutique transformational hotel chain started in Amersterdam and has now conqured half the world. It's focus on affordable luxury is brought to life with a consistent brand style and a band of brand Ambassadors in every hotel, empowered to do it all. At Clientship we believe clients are CX Superheroes and their employees posses CX Superpowers which once unearthed bring the brand to life in a more meaningful way for it's customers. Citizen M ticks that box  with a thick marker pen!In this episode I walk through the hotel experience (in Glasgow) sharing observations which demonstrate how Citizen M has come to define the category. And earn Clientship's respect with it. 
In this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned No1 CX Influencer in the UK. Christopher Brooks (Clientship) speaks to James about the importance of 'Influence' in Customer Experience. James explains how he sees his role as one to help and inspire others by using a more accessible format; music and creativity. In a very open and honest interview James shares what he does, how he does it and why he loves doing what he does (so well). He provides several ideas and tips to help professionals thrive at customer experience and shares what he thinks will be the focus for the next decade. Leaving you in no doubt of his ability to influence and engage an audience. If you are a budding CX professional or want to learn the CX Superpower of Influence this is a podcast not to be missed.   
Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and the gains made from customer experience. Understanding how to value them and create significance amongst the business is key. Having facilitated and designed over 200 journey maps with organisations, I bring expertise from many sectors and mapping scenarios. In this podcast we cover the following aspects of customer journey mapping:- How to value customer journey maps in business terms- Putting customers at the heart of mapping- What the organisation gains from 'CJM'- Explaining journey architectures, epics and why personsa matter- How to keep maps customer focussed and process lightWith future episodes covering journey map design and facilitating 'as is' and 'to be' mapping workshops.  
In this episode, we meet the first of our series 2 guests; Carlos Espinosa. With over 25 years practising customer experience in Europe and now in South America, Carlos has the requisite experience to discuss the cultural differences in customer experience across borders. In conversation with Clientship's Christopher Brooks (himself an international practitioner in CX), Carlos explains how the demographics of a country can have a bearing on both customer expectations and also the capacity of the infastructure to deliver. Carlos takes us on a journey of discovering citing consultancy examples to emphasise his points on cultural difference and similarity. As well as sharing tips and hints on CX which cab be adapted the world over. Carlos is so renowned in Mexico that he's now part of the Mexican Customer Experience movement which is establishing to recognise the specific CX requeirements of the country. 
In this episode we showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis. From Amazon to Loius Vuitton, from Netflix to Pret we detail various endeavours and explore the value of them and to who. These are demonstrating the adaptable nature of strong CX programme management and will act as insipration, as well as idea sets to all.
In this episode we deal with a topic often side stepped by CX professionals and practitioners - customer data. We speak to GDPR expert, financial services leader and all round 'one of the good guys', Simon Hinks. I, Christopher Brooks, talk about what responsibilities Customer Experience has when it comes to customers data. Do we ever think about the implied consent when we send out feedback surveys, or do teams map out the customer 'SAR' (subject access request) journey? Or do we assume the CRM, data and compliance team have it covered?Customer experience assumes alot when rolling out the 'wow' experiences, but we really need to make sure we've got the customer's permission first!Simon helps us understand the potential for getting it wrong and how costly that can be to a company in terms of fines but also a loss of customer trust. "If I can't trust you with my data, why will I trust you with anything else?.Anyone in CX shoudl listen to this and find out just how low down the agenda is your data permission considerations, compared to where it should be?Now in our second season, the CX Superheroes podcast series, sponsored by Clientship.
This is a must hear episode if you are considering what and how to adjust your digital strategy in response to the current pandemic crisis. With the connection between digital behaviour and customer experience as close as any, keeping a watchful eye on changing online trends is critical.  Through data and digital Customer Experience is gradually becoming a more scientific based approach to business decision making. With more focus than ever before on the reliability of behavioural change outsmarting the less reliable sentiment measures of CX. Keeping close to the scientists to understand your next move in a crisis is a smart move.   In this episode, we catch up with a true CX Superhero in this space. Dr Marina Shapira PhD shares with us some of the latest findings into customer research behaviour online during the Covid-19 crisis. We hear how customers shopping habits have changed as a more primal survival instinct kicks in and affecting how we shop as well as what we buy. Marina discusses what is emerging in the studies commissioned with Quantum Metric, a leading specialist in this field.  Dr Shapira explains that a fuzzy combination of logic and emotion are driving a new definition of loyalty, and shares both her hypothesis and evidence to support why this is the case. A fascinating conversation with a true CX Superhero. 
During lockdown in March 2020, the team at VoC platform solution Limetropy created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general. The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30 countries around the world, the biggest hearted and smartest minds from the world's CX talent has gathered to help others in a crisis and show how CX can make a difference. In this episode Christopher Brooks, MD of Clientship CX meets Helen Burt, an organiser of the games to tell us more about the origination, the set up, what's been acheived so far and the impact it is having on the CX community.  
Clientship's CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer. Best recognised for his award winning study in behavioural measurement of customer experience, Phil topped the Amazon business book charts. Now through his studies, based at the International University of Monaco, Phil has been decoding the customer experience expectations of the super yacht class. With only 1,200 people on the planet eligible to afford a super yacht it is an extremely revealing interview which allows us a window into a world very rarely accessible to research.  
In this episode of Clientship's Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service. Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the importance of enabling all to review outcomes and situations from the customer's perspective. David explains how important it is to ensure all voices are heard and not just the customers, if you want to have intergrated and collaborative engagement.Referencing the incredible studies he has completed in the fireservice of the human impact of a crisis, David's brings to life the parallels with business to help us understand how you can ensure the customer is central to the discussion, even in the most hostile of environments.  
In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential issue can result in a more committed customer. Learning this superpower as well as others in this series will help you become a CXSuperhero.Hosted by Clientship's Christopher Brooks, the discussion includes practical tips for any customer service operator to employ. Katie is a contributor to the Customer Experience 2 publication along with Christopher.For more on this topic reach Katie on  https://www.linkedin.com/in/katie-stabler-ccxp/. CX Superhero podcasts are brought to you by https://clientship.com/
Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches. Host, Christopher Brooks from Clientship CX interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX. In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions. As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops. We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements. Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2. To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.
In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX. As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we need to 'get out of the rut we've fallen into'. The age of generalists is over according to Nate, but the need for 'generals' to lead is still important. Leaders, like customer experience management, need to be more creative and more compelling to gain the hearts and the minds of those needed to come on the journey with them. The landscape has changed and CX professionals need to adapt and advance to keep up.   With an encyclopaedic knowledge of CX references, Nate evidences every point referencing experience, stats and leading practitioners in this conversation with CX Superhero podcast host Christopher Brooks. If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown. 
Nick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements. In conversation with Clientship's Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies can turn this 'cost to serve' function into having a customer care purpose and contribute towards revenue protection. With specific reference to the importance of this consideration during a pandemic. Nick shares his first hand experience of these real challanges with international clients, which form part of a new book entitled Customer Experience 2 which he contributes towards. 
We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity. Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.Whether you are a corporate or an  SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions. Chips book is available now via Amazon and other bookstores
In this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees. Having started his career as a call agent some 40 years, Steve has grown several business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients.  At NobelBiz he leads by the company motto: make a promise, keep a promise. We get to hear what that really means and it's power in directing all employees to deliver better experiences for clients' customers. Steve talks to us specifically about keeping the promise of leadership and how that’s different from management, both in business at large and in contact centers in general, reflecting on the evolving requirements of contacts centres, leaders and managers as we work through the current pandemic. You can keep up with Steve directly at https://www.linkedin.com/in/stevebederman/
Clientship's CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, Clientship's Christopher Brooks is in conversation with the world renonwed CX influencer Adrian Swincoe. Adrian leaves a impression on those he deals with. One which makes them think again about CX, from his no-nonsense  persepctive. As a writer for Forbes, a published author and serial speaker on the world's biggest CX stages, Adrian's mantra is simple; create better outcomes which you are proud of. In conversation, they explore the simplicity of CX as a topic as well as take some less conventional paths into CX management in an quest to arrive at different outcomes. Never afraid to speak his mind in the pursuit of a better world and and improved CX practices in it, Adrian lives up to his reputation of disrupting convention in pursuit of a better tomorrow.  Fortunately only one expletive!
The Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore Ltd,  Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.In discussion with global CX specialist, Christopher Brooks, the CX Superheroes podcast host, Shane generously shares ideals, ideas and practice advice for embedding deep rooted employee engagement. He talks about how to engage functions such as legal, finance and production, often overlooked with CX focussing on service and operations. And how to sustain that engagement. By listening, you will benefit from advice taken from several case studies and hear learnings from experts such as Colin Shaw and Nate Brown shared in the discussion. 
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