CX Conversations

What's common between iPhone and Slack?

Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way!

It's not like smart phones didn't exist before the iPhone - remember Blackberry? Surely there were several other office communicators before Slack was launched.

Both these products massively enhanced the customer experience. Interestingly, both iPhone and Slack gave birth to a new product segment and we've all seen how the market got crowded with competing products within a year or so.

The role of customer experience is undeniable when you study the history of any pathbreaking product.

In this episode with Apoorv Gawde, CIO and Head of Products at Finzy, I am discussing how design thinking and customer experience focus can be used to create products that carve a new market segment. We dive into the product design process and customer experience strategy that helped Finzy build a market defining product.

Among other things, we talked about:

This episode is a must listen for any product owner or product manager who believes that a product's primary purpose is to deliver a great customer experience.

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eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers.

When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to almost zero wait time at billing and finally the product showing up at your doorstep without even stepping out, it is nothing less than magical!

It however takes a well oiled offline engine that makes this seemingly online-only experience so smooth.

Perhaps the online web-experience, although not any less important, is the smallest piece that impacts customer experience. Everything that happens offline after the order is placed is the biggest chunk that can make or mar a customer's experience.

In this episode with Wouter van Bockel, Founder at Furniturespot.co.za - South Africa's first scalable online made-to-order furniture store - I break down the online and offline pieces of an eCommerce business and we discuss how each of it affects customer experience.

We discuss:

Anyone who has ever shopped online must listen to this. It will open your eyes to the intricate world of eCommerce business operations and what it takes to deliver a great customer experience in eCommerce.

Connect with Wouter on

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As much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it.

Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX goals.

It is surprising that many organisations still struggle to get senior management buy-in for CX improvement. The reality is that you'd find yourself manoeuvring conflicting priorities and struggling to achieve your CX goals without the buy-in from the heads of various departments in your organisation. It is perhaps the biggest plight of CX managers and consultants.

Delighted to be breaking this challenge down with someone who has successfully established and rolled-out a multi-year customer centricity transformation program in one of the biggest pharmaceutical brands in India.

I am in conversation with Sonia Bhatia Salmin in this episode of CX Conversations. We talk about:

And much more!

If you are a CX head, manager, or consultant, sooner or later you will be faced with this challenge. Save yourself a ton of time and listen to this podcast to get practical tips on how to get management buy-in on CX improvement initiatives.

Connect with Sonia on LinkedIn: https://www.linkedin.com/in/sonia-bhatia-salmin-ccxp-38891021/

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Customer service is a critical part of the overall customer experience.

Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience.

In this episode I am in conversation with Jasmeet Singh, VP Customer Experience, MakeMyTrip  & Goibibo Group. We talk about how to build an amazing customer service team that delivers delightful customer experience.

Personally, I've had precious few customer service interactions where my query or concern was resolved without me getting frustrated.

However, I can still count a few brands that consistently deliver great customer service. MakeMyTrip & Goibibo Group, India's #1 flight and hotel booking website, is one such brand.

Jasmeet joined MakeMyTrip when the company had just started. He grew the ranks from a sales executive to now the VP of Customer Experience of the group. And you'd be amazed with his deep understanding of this topic.

In this insightful conversation, we discussed the following:

Jasmeet shares openly and there are more than a few nuggets of wisdom that you can take back!

Connect with Jasmeet on:

LinkedIn: https://www.linkedin.com/in/jasmeet-singh-07616511/

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Digital transformation is no longer a choice for organisations.

With almost 1/3rd of the world population now connected to the internet, companies need to look at digital technologies in a new way: not just as technology for operational optimisation and excellence but also as a differentiated product offering and customer experience.

In this amazing discussion with Martin Mocker, Professor at ESB Business School, and Co-author of "Designed to digital: how to architect your business for sustained success.", I explore what it takes to successfully become digital.

Interestingly, Martin shares key differences between becoming 'digital' and being 'digitized'. This is a turning point for big old companies to either redesign for digital or become irrelevant.

Among other things, we talked about:

Martin also shares case studies about how brands like Philips and Audi have undergone a digital transformation in the last few years.

Connect with Martin Mocker on

LinkedIn: https://www.linkedin.com/in/martin-mocker-9485322/

Twitter: https://twitter.com/martinmocker

Buy the book: https://in.omo.to/5dfa7130

With almost everything being automated in SaaS, bringing the human touch to the experience is challenging.

In this episode I am in conversation with my dear friend and partner in most of the ups and downs of a startup journey - Vikas Jha, Founder & CEO at Alore.

We lay out the different aspects of managing CX in SaaS and ways to deliver the best customer experience. From using unique ways to connect to your customers, to creating extensive methods to improve the experience, we have covered them all.

Among other things, we talked about:

Tune in to know how it's done!

Connect with Vikas Jha on: LinkedIn  |  Twitter  |  Website

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As a founder I've learnt the importance of culture the hard way. Through painful mistakes and less than happy outcomes, I realised the importance of paying attention to cultivating the right company culture to build a thriving business.

However, there is no playbook on how to build the right culture. You are essentially learning from experiences and implementing in retrospect.

It is the first time I came across a systematic way to craft a unique company culture and thereon deliver a unique customer experience.

In this discussion with Karen Jaw-Madson, Principal at Co. - Design Of Work Experiences, Author of 'Culture Your Culture: Innovating Experiences at Work', I discuss a step-by-step approach to building a unique culture and customer experience for your organisation.

Among other things, we discussed:

Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen developed, led, and implemented numerous organizational initiatives around the globe. 

Today, this East Coast transplant to Silicon Valley (via Ireland and the Midwest) is principal of Co.-Design of Work Experience, where she enables organizations with innovative approaches and customized solutions for intimidating challenges. Focus areas include culture, organizational change, and people strategies. 

Her book, Culture Your Culture: Innovating Experiences @Work (Emerald Group Publishing) was released in June, 2018. 

She has been featured in Inc., Fast Company, Fortune, Thrive Global, as well as written for HR publications such as SHRM's HR People+Strategy, TLNT.com, HR.com's HR Strategy & Planning Excellence magazine, and HR Professionalmagazine. Karen has a BA in Ethnic and Cultural Studies from Bryn Mawr College and a MA in Social-Organizational Psychology from Columbia University. 

Connect with her:

Website: www.designofworkexperience.com

Twitter: @karenjaw

Facebook: /designofworkexperience

Instagram: co.designofworkexp

LinkedIn: /company/co--/

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In this conversation with Rajan Bajaj, Founder and CEO at Slicepay - one of India's leading credit solution for young consumers - we explore what it takes to meet and exceed the millennials' expectations.

Millennials are an important bunch – and for good reasons: they’re an exclusive club of 1.8 billion people, a quarter of the world’s population!

With the millennials constituting a major part of every brand's consumer base, it is imperative for businesses to understand this young tech-savvy digital-native demography in order to sustain growth in the coming years.

Interestingly, Rajan, a 20 something entrepreneur, understands this quite well. You'll definitely learn a great deal from this talk.

We discussed about:

If you are not thinking about how to win the millennial's heart, you may already be too late.

Listen in and share your comments on what you thought about our talk.

Connect with Rajan on LinkedIn | Twitter

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Delighted to be talking with Sachin Rao, Head Digital Transformations, KIMS Healthcare Group - a leading chain of hospitals and medical centres across India and GCC region.

In this conversation, Sachin and I unfold the various aspects of digital transformation initiatives in healthcare. Sachin lays out the requirements from both ends of the spectrum - the patient's and the doctor's - in healthcare. This is a must listen for anyone working in healthcare.

We discuss the following:

Connect with Sachin on LinkedIn

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Net Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience.

Although it has been around for over a decade now, many brands are just getting started with NPS.

In this conversation with Hemant, I dive deep into how NPS is being used at NiYO Solutions, a venture backed FinTech startup in India.

Along with collecting NPS feedback Hemant has ensured that there is a dedicated team working on closing the loop with customers and keeping internal stakeholders up-to-date with key points from the feedback.

NPS has become a metric that's being tracked and reviewed by top management at NiYO within just a quarter!

In this podcast we discuss:

This discussion really demonstrates how to use NPS to become customer centric.

Connect with Hemant on LinkedIn

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