Customer Experience Leaders

Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level.

Resources mentioned:

Key takeaways (starts at 30:48):

Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better customer experience.

Resources mentioned:

• Do Good (book), by Anne Bahr Thompson.
• Conversations with God (book), by Neale Walsch.
• The Trouble with Advertising (book), by John O’Toole.
• On Being (podcast)
• Radiolab (podcast)

Key takeaways (starts at 43:21):

1. Trust - Build trust with your customers and do what you say
2. Enrichment - Figure out how you will provide enrichment to customers
3. Responsibility - Be responsible with your own staff
4. Community - A great community brings everyone together around your brand
5. Contribution - Make people feel like they’re part of something bigger

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better customer experience.

Resources mentioned:

Key takeaways (starts at 43:21):

Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.

Key takeaways (starts at 39:30):

1. Make sure you get quick wins when starting a CX initiative
2. Put your CX strategy down on paper so everyone knows what it is
3. Enable and empower people to deliver on your CX strategy
4. Share the glory with the entire team

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.

Key takeaways (starts at 39:30):

Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey.

Resources mentioned:

• The Power of Company Culture (book), by Chris Dyer.
• Turn the Ship Around! (book), by David Marquet.
• Daniel Pink’s Books
• Give and Take (book), by Adam Grant.
• Work Clean (book), by Dan Charnas.
• Work Rules (book), by Laszlo Bock.
• The Undoing Project (book), by Michael Lewis.
• 6Q (feedback software)
• Culture Amp (feedback software)

Key takeaways (starts at 36:40):

1. The key to cultural transformation is transparency
2. Listen with the intention to understand
3. Avoid survey hell. Make your staff check-ins short but regular.
4. Find (fun) ways for different people to play the devil’s advocate
5. Think about the state of mind of your staff when trying to take them on your journey

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey.

Resources mentioned:

Key takeaways (starts at 36:40):

Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.

Resources mentioned:

• Sapiens: A Brief History of Humankind (book), by Yuval Noah Harari.

Key takeaways (starts at 34:26):

1. Delightful experiences can come from anywhere so be prepared to think outside the box.
2. Look for opportunities to engage with customers and build a connection.
3. Remember to test, measure, and learn when developing new initiatives.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.

Resources mentioned:

Key takeaways (starts at 34:26):

Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.

Resources mentioned:

Key takeaways (starts at 34:26):