CX Conversations

Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz!

She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand.

Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more.

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Today digital experience is an integral part of the overall customer experience. In this episode of the CX Conversations, I am discussing how businesses can deliver great digital customer experience with one of the leading CX and Digital Marketing voices - Sue Duris.

We talk about a simple framework that can be used to design your digital customer experience strategy. Look out for Sue's take on why startups need to focus more on customer advocacy.

Hope you enjoy this CX Conversation too! Share your feedback and comments too.

Learn more about Customer Guru at www.customerguru.in

This is a unique episode at CX Conversations because we are talking about a specific segment of customer experience this time.

The topic of this episode revolves around balancing healthcare and patient experience - how to deliver good medical care with great patient experience? In conversation is Nicole Cable, Chief Experience Officer at InnovaCare Health. We dive into what it takes to get everybody aligned to a patient experience strategy and what it takes to onboard the clinical staff and doctors on to patient experience initiatives.

Learn more about Customer Guru at www.customerguru.in

AI is changing everything. We most often aren't even aware of how AI is making our lives easier and our experiences more seamless. It is perhaps the biggest breakthrough in the CX world that we are witnessing today.

This is one of the most interesting episodes of CX Conversations. We are in conversation with Himanshu Nautiyal, CEO & Co-founder at Euler Systems Inc. - an AI consulting firm from Silicon Valley. Himanshu shares the current state of AI and where it is headed. He also talks about how AI is being used to improve CX and what is the best ROI project for AI implementation when it comes to CX improvement. Lookout for his recommended books, if you are interested in learning more about AI!

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In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations!

I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around the world and what it really takes to build a customer centric culture. Lookout for the part where Ian breaks down how to build a CX strategy for your organisation.

This episode is packed with great advice from one of the most successful and influential CX Consultant around the world.

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Technological advancements like AR, VR, and AI are changing the way customers interact with brands. In this episode of CX Conversations I am talking about "How future tech is shaping customer experience today?" In conversation is Vijetha Shastry, Lead at the Open Innovation and IoT Centre of Excellence at NASSCOM - India's biggest software and software services focussed association.

We talk about airlines, retail, and hospitality and how technologies like Augmented Reality and Virtual Reality are creating a new level of customer experience! Look out for Vijetha's take on how brands must plan and prioritize investment in these technologies.

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Most people think that customer service and customer experience are one and the same thing. Do you think that's right?

In this episode of CX Conversations, we will be uncovering the relationship and differences between customer service and customer experience. Our guest - Gavin Scott - is among the leading customer service coaches around the world. You will love Gavin's stories when he highlights the key differences between customer service and experience. We also talk about a framework that will help you setup a winning customer service function in your organisation.

This episode is dedicated to customer service professionals who are striving to deliver a delightful customer experience!

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This episode of CX Conversations revolves around managing customer experience in the B2B enterprise world.

We are in conversation with Maurice FitzGerald, erstwhile VP of Customer Exprerience at HP and HP Enterprise Software and author of four amazing books on customer experience. 

We talk about the differences between managing CX in B2B and B2C organisations, the framework that companies can use to improve CX in B2B, and the connection between Net Promoter Score and customer experience.

This CX Conversations episode is dedicated to all B2B CX professionals! Listen in and share your feedback.

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In this episode of CX Conversations, we have my friend and an accomplished CX strategist - William David McCann. 

He is founder of Bespoke Customer Experiences and also Principal Consultant at Katalytics Growth Consultants – both companies help businesses design better customer and employee experiences. 

In this podcast, we talk about the relationship between employee experience and customer experience. Listen in to learn about who should own employee experience, what systems must an organisation build to deliver good employee experience, and many more insights on improving employee experience.

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For the first time we have a Chief Customer Office as our guest! 

Hubert Joseph-Antoine, Group CCO at Transdev - largest private public-transport company in the world - joins Vivek in this CX Conversation to talk about CX management in a large enterprise. Listen in for simple tips that are not so easy to implement, yet have a massive impact on customer satisfaction. You'll also notice how Hubert thinks that customer experience management is like social service for him because it creates a positive and happy feeling.

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