Customer Experience Superheroes

Elena Rozanova was due to be a guest on the CX superheroes podcast series to discuss the loneliness of CX leadership in organisations. However, days after the production meeting Elena's world was turned upside down. 

Elena agreed to record this extra episode which captures her observations from the experience of refugees. Elena shares her vision for what more could be done by the CX world to help those struggling to support refugees the world over. 

Listen in to understand the experience none of us want to go through and hear Elena's insightful observations and ideas for helping refugees facing uncertain futures.   

Hosted by Christopher Brooks.

Fred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it. 

Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the full potential. To address this Fred has written an incredibly generous book, 'Winning on Purpose' which not only lays down the formula for measuring commercial gain from customer experience, but also shares a lifetime of experiences with some of the most successful brands on the planet.

In conversation with Lexden's CX's Christopher Brooks, Fred unpacks his manifesto from Winning on Purpose for enriching people's lives and encouraging more love in business. A tour de force, with a pedigree track record this podcast is a must for any CXer, as is Fred's latest book, Winning on Purpose'

As we close series 8, what better way than with a first! In this episode of the Customer Experience Superheroes podcast, host, Christopher Brooks is in conversation with Kelly Mukhida, CX lead at start up https://delli.market/

Having spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet), Kelly explains how Delli's 'customer first' strategy is authentic, because they are building up from scratch. Unlike competitors who have to understand how long it will take to migrate, or which of their cash cows will need to be sacrificed to be customer led, Delli does not have this distraction. 

As you listen to Kelly, you will be envious of her 'no compromise' approach to putting customers, and their enjoyment of Delli, ahead of everything. From the world of corporate CX, Kelly explains how the freedom of a start up has allowed her to be creative and courageous. 

The sound of the business being literally built in the background adds to the fever pitch atmosphere which Kelly clearly thrives in. 

If you would like to connect with Kelly, she's happy to do so on LinkedIn https://www.linkedin.com/in/kelly-mukhida-8288a816/

Welcome to the CX Superheroes podcast. Now in series 8, we bring commentary from some of the world's most impressive CX practitioners as they help us to discover the CX Superpowers needed to be a leader. Hosted by global CX expert Christopher Brooks each episode explores a different aspect of CX, from a new perspective, 

In this episode I speak with Jon Picoult who has been at the forefront of proving the ROI case on CX for the past decade. Through this work with Watermark he has bee recognised across the globe. And now he shares his stories from his travels in a structured book focussing on how to evolve impressive CX to an obsessive culture driven by great customer experiences. In conversation with Christopher Jon unpacks several of the 'Principles' and shares exceptional examples to make real what is often deemed too theoretical. It is a great framework and a must have for anyone pursuing better outcomes for their customers. Available via Amazon https://www.amazon.co.uk/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X, it is a must have inclusion on the CX book shelf for the self taught and for those experienced practitioners seeking fresh examples of excellence. 

Jon's easy style of story telling explains why he is a firm favourite on the CX event circuit. Tune in here and get a front row seat to a wealth of learning with Jon at the CX Superheroes podcast. Jon Picoult ca be found on LinkedIn if you wish to connect with the author. 

Ashley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her life a meaningful one in society. 

The way Ashley runs the charity provides an exceptional experience  for donors (the Heartbeat), benefactors, photographers (tune in to hear how they fit in), volunteers and board members is breathtaking.  

Listen to the podcast, hosted by Christopher Brooks, and you will be taken on a masterclass in charity experience. Already a TEDx speaker and featured on BBC podcasts, Ashley is a source of learning for others. From finding your true north and applying it to everything you do to 'celebrating the success of others as your progress'. Ashley covers all the bases despite not coming from a customer experience background. 

As is always the case with Ashley's generosity, she gives all her tips away. But if you really want to know how good the experience is, sign up. Make http://LoveNotLost.org your, 'Giving Tuesday' extra cause.  You can connect with Ashley on LinkedIn if you want to be in touch with this inspirational maverick, making a difference to so many people's lives. 

The Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career in leading customer service functions, Miles shares his views with host, Christopher Brooks, on the importance of human experience in business today. 

Miles explains the secret of the untapped value customer service agents can bring to accelerate change and improvements on behalf of customers.  Also up for discussion is how customers expectations have changed since the pandemic leading to the acceleration of 'CX for Good'. 

Miles is co-author of the latest Customer Experience Book 3, a series pulled together by Naeem Arif.  To connect with Miles on LinkedIn click https://www.linkedin.com/in/milesct/.

 

In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. 

In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the binary principle of the Abundance mindset versus the Scarcity mindset. He explains how Generation Y and Millenniums deselect organisations who survive on a scarcity mindset because it doesn't allow individuals to add value and make a difference and how this is now as important as the pay cheque for a new generation of workers. 

If you lead or support leaders in customer experience, this is a must listen to understand how and why approaches to leadership need to evolve. 

Ian Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and why this is the best news for customer experience.

In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike prove their superhero credentials and Ian demonstrates how experimenting is a critical superhero trait in CX. 

Once you've listened to Ian speak on retail experience, you will wonder how you ever lived without his views (and advice). 

Enjoy the time with Ian and follow him at https://www.linkedin.com/in/ian-scott-0534694/, to see more of his inspirational insights.  
 

Christopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.

The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic language of customer centricity ands make it relevant and meaningful to the candlestick maker, retailer or international distributor - all of whom with a few employees are SME's. But each who can increase their fortunes with improved customer experience outcomes delivered. 

That's where Claire Radbourne, from Melbourne, Australia stand apart from others. In this podcast her infectious approach to helping small companies come through. Her empathy for their situation and ability to translate CX in to something small owner companies can work with and prosper. In conversation with Christopher Brooks, Clare shares how she's making a difference to small companies using big business models. 

Christopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series.  Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic. 

2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance. 
In discussion, Victoria explains why now its more important than ever to be 'upping our game' and delivering a quality human experience when the chance allows us.

Victoria also shares details of her latest mini-book, which is available via her website. https://www.victoriatayl.uk. You can reach Victoria on LinkedIn at https://www.linkedin.com/in/victoriatayluk/. You can connect with hist Christopher Brooks at https://www.linkedin.com/in/christopher-brooks-1425b7a/.