Customer Experience Superheroes

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 and global CX consultant, Christopher Brooks. 

If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown. 

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.

Global CX consultant, mentor and host Christopher Brooks  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 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 global CX consultant and mentor 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/

In this episode of Christopher Brooks' 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 integrated and collaborative engagement.

Referencing the incredible studies he has completed in the fire service 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.  

Christopher Brooks' 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.  

During lockdown in March 2020, Christopher Brooks 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 global Cx consultant, mentor and podcast host Christopher Brooks meets Helen Burt, an organiser of the games to tell us more about the origination, the set up, what's been achieved so far and the impact it is having on the CX community.  

This episode of Christopher Brooks' CX Superheroes is a must listen 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. 

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.  Global CX consultant, mentor and podcast host Christopher Brooks talks with Simon 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?

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 should 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 its second season, the CX Superheroes podcast series.

In this episode I showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis. 

From Amazon to Louis Vuitton, from Netflix to Pret I 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 inspiration, as well as idea sets to all.

My name is Christopher Brooks, a practicing global CX consultant and mentor with over 15 years CX transformation programme experience behind me.