Step into the world of customer experience with my latest episode as I chat with Chris Davis, a thought leader in the field. Chris has traversed a fascinating career, recently recognised in the Power 100 list of top CX leaders in the UK.
We explore how leaders can navigate the complex landscape of customer service while aspiring toward simplicity. In these times of profound shifts caused by the pandemic and other global events, Chris offers invaluable perspectives on how to foster strong leadership in your organisation.
Throughout our conversation, Chris emphasises the critical nature of human connections in customer experience, advocating that technology should merely enable, not dictate, customer interactions.
We peel back the layers of what successful organisations have done right, often focusing on mindset rather than technological factors. His experiences illustrate the importance of nurturing employee engagement and valuing insights from frontline staff, ensuring they have a voice in shaping customer service strategies.
Chris also touches on the need for clarity and direct communication within distributed teams and shares personal anecdotes about his leadership style, reflective of the strong values instilled in him from an early age.
In this enlightening discussion, we delve into leadership challenges, the nuances of effective CX strategies, and the role of empathy in creating a positive company culture.
Be sure to check out the YouTube page for the Video version
https://www.youtube.com/@CustomerExperienceFoundation24