Customer Experience Superheroes

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.

 

This episode of Christopher Brooks' CX Superheroes is more of a masterclass than the common structured format listeners are familiar with. 

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 persona matter
- How to keep maps customer focussed and process light

With future episodes covering journey map design and facilitating 'as is' and 'to be' mapping workshops. 
 

In this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned 2019 No1 CX Influencer in the UK. 

Global CX consultant, mentor and podcast host, Christopher Brooks 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.   

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.  As your guide on this journey, I 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 its 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 my respect with it. 

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 of Customer Experience Superheroes, podcast host Christopher Brooks meets up with 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. 

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 experiences too. 

Intended as a 6 part series, with encouragement we are now in our 9th series and 3rd year!

The CX Superheroes podcast is presented by CX Specialist, Christopher Brooks,