Welcome to Episode 58 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Rick DeLisi.

Rick is an Author and Lead Research Analyst at Glia.

We hear him describe what constitutes an "Effortless Experience"; the generational differences and how the next generation of consumers will interact with Customer Service; and deep-diving into various models that could point the way towards a more seamless technological transition within CX.

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You can find Rick online at:

LinkedIn

Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 57 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Daniel Brown.

Daniel is the Co-Founder and Commercial Director at Think Wow.

We hear him discuss the positive aspects of being nominated and recognised through independent awards ceremonies; the importance of asking for helping when you really need it; and deep-diving into the crucial link between CX and Sales.

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You can find Daniel online at:

LinkedIn

Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 56 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Carolene Méli.

Carolene is an Experience Strategist/Advisor and was also the Head of VIP Experiences at Cirque du Soleil Entertainment Group.

We hear her detail the four key elements that make a truly great and memorable experience; take us behind the scenes of the VIP Experience at Cirque du Soleil, and discuss why curiosity is a surefire pathway to enlightenment.

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You can find Carolene online at:

LinkedIn 

Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 55 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Mads Fosselius.

Mads is the CEO & Co-Founder of Dixa.

We hear him talk about what he considers to be the key elements of CX in today's day and age; discuss the fascinating Dixa report which contains key statistics about how customer agents are actually feeling; and shed some light on the rising tech trends in customer service.

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You can find Mads online at:

LinkedIn 

Dixa Report

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 54 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Nate Brown.

Nate is the Senior Director of CX at Arise and Co-Founder of CX Accelerator.

We hear him describe the origins of his accidental journey into CX; the importance of calling out questionable behaviour within teams; and why putting the customer first will always pay dividends.

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You can find Nate online at:

LinkedIn 

Website 

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 53 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Diane Magers.

Diane is the Founder and Chief Experience Officer at Experience Catalysts.

We hear her describe her journey from clinical psychology to CX, and why tough questions played such a key role; the reasons why organisations that have effectively digitally transformed are so far ahead of the competition; and the link between "YOLO" culture and the "Great Realignment".

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You can find Diane online at:

LinkedIn 

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 52 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is once again joined by Jimmy Hosang.

Jimmy is the CEO of TMAC - The Modular Analytics Company.

We hear him discuss how scripts are making a return - in combination with artificial intelligence; the statistics behind how agents are actually relying on their own "scripts"; and the three keys things that will drive improvement onward and upwards.

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You can find Jimmy online at:

LinkedIn 

Website 

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 51 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Hrushi Kulkarni.

Hrushi is a Certified CX Practitioner, Storyteller, Speaker, and Trainer.

We hear him discuss how predictive analysis is becoming crucial in various sectors (such as banking) in order to anticipate when a customer is thinking of leaving your company; why the combination of digital and physical data-driven decision making can prove so potent; and why leadership will always be one of the biggest factors in determining how successful a company's CX will be.

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You can find Hrushi online at:

LinkedIn 

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 50 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Geoff Ramm.

Geoff is a Customer Service and CX Expert, Speaker, Author and Coach.

We hear him discuss why over 400 of his own customer service stories play such a vital role in the coaching sessions and talks he delivers; analyse how some businesses took COVID as an opportunity to let their CX truly shine, and share how "Celebrity Service" can revolutionise customer service for countless practitioners.

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You can find Geoff online at:

LinkedIn

Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 49 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Rebecca Brown.

Rebecca is the Founder and Lead Consultant at Think Wow.

We hear her discuss the journey of starting up a new CX business in lockdown and why, in some ways, the timing was beneficial; how CX is such a crucial part of customer service and the ways in which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart, leading her to become an advocate against it.

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You can find Rebecca online at:

LinkedIn

Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining

Professional Speaker, facilitator and trainer using business success,

sports experience and a genuine ability to win people over to deliver

key messages.

To get in-touch with Gavin find him online or on Social Media at:

 https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/