CX Diaries - with Keith Gait

Megan talks to us about the challenges of launching a Tech start up and we hear all about Gig CX and crowdsourcing customer service, bringing in the gig economy to contact centres and why this works for people and clients.

We hear about her rise through the industry, how talent not technology is the answer to many of the industry issues, and the minefield of venture capital. 

She talks us through the advice to her younger self and those coming up through the industry today, her Peru horse trek ambitions and her upcoming move to the US!

Gerry chats with us about some of the work he has been doing over the past 18 months, supporting organisations who have not traditionally seen their users as customers, the new world experience of facilitating virtual conferences, and his frustration with the state of customer service in the UK right now.

We hear about the importance of maintaining human connection in a digital world and how so many businesses are getting this wrong and seem to be unaware of how bad they actually are, how customer expectations fundamentally haven’t changed, and how as a CX profession we have to do more.

We hear about the sporting influences on his life, being the oldest runner at his local park run, his Iron Man Triathlons, and the importance of being fit for life.

Ian talks us through how he has adapted his education and knowledge sharing over the last 18 months, supporting the community of CX professionals during the pandemic. He talks us through the formation of the CXPA and the development of the CCXP qualification, and the importance of developing standards and competencies in the CX industry.

We discuss Ian’s take on Awards, Influencers and the danger of celebrity in our industry, but the importance of having more CX professionals on the inside delivering each day. 

Ian talks to us about the one big influence on his career, his mad springador Poppy, how he has run over 30 half and full marathons, his family TV appearance, and his love for Leyton Orient!

Carolyn talks us through how she launched her business at the age of 27, defying everyone who told her she was too young, before selling that to Ember in 2016. We hear about Carolyn’s reflections on her entrepreneurial journey over her 20 year career, the ups and downs, the learning experience, the big influences on her career, and discusses the important of ethics in CX.

We learn a lot about the Apprenticeship levy funding and the myths around apprenticeships, the reticence amongst contact centres to use the levy funding available and apprenticeships, and how contact centre staff can benefit from qualifications and structured long term development and the multitude of choices and options available.

And we hear about Carolyn’s love for her 2 horses and her passion for riding since she was a girl.

Graham talks to us about the challenges and successes over the last 18 months, and during his 5 years at HGS, what the future holds for the market and the clients, plus takes us through his journey through the contact centre and outsourcing world, from starting in the Next Directory call centre at the age of 15 and his time in Paris.

He give us his take on evolving clients needs and wants and the importance of delivering the right outcomes, both for the colleagues and consumers and the changes in their expectations. 

He talks about the careers and opportunities available in contact centres and customer services and how this has developed through the pandemic and the outlook for the future, and name checks the key influences on his career and the organisations he thinks are doing well as a self confessed demanding customer.

Chloe talks to us about challenging the conventional, what more can be achieved in CX, and the importance of CX professionals showing ROI. She explores how we can link data to better serve the customer, employee, and brand and we discuss the advancement in CX programmes over the last 5 years, and whether this may have gone too far and how this can be addressed. 

Chloe takes us through the insight work Kantar have done exploring the gap between brand promise and what CEO’s think their organisations are delivering, and what’s actually being delivered for customers and what customers are really saying, and how culture and EX impacts this.

We hear about Chloe's background in marketing and research before coming into CX, the launch of Women in CX earlier this year, her advice to her younger self and those coming up through the industry. We also hear about her Grandfathers D-Day heroics, her passion from Tennis and her love for Horses.

Paula tells us about the challenges of coming into the sector whilst being seen as a relative outsider, gives a big shout out to some the competitors who have supported her through the 1st year. 

We hear about a watchdog exposé on her 1st day in new job at BT, the lessons of transformations and how you move hearts and minds, and her take on future trends and expectations.

Paula tells us how she started her career as a concert pianist, before pursuing the bright lights of the city, was voted Woman of the Year in 2016, her advice to those coming through today, and working with snakes and spiders, and that’s not just in the contact centre!

Alex talks us through his journey in contact centres and the world of CX, starting from his time on the phones as an agent and the grounding and insight this gave him. We hear his take on the current state of the industry, his views on awards programmes and Top 100 lists, and takes issue with a trend for personality over credibility and experience in our sector.

We hear about his love for travelling  and working abroad, his love for a certain great football club and an Irish rock band, and his own unfulfilled  rockstar dreams!

Marianne talks to us about setting up a brand new boutique BPO this year, and her extensive background in operations and transformation, and now having the opportunity to establish her own vision and culture.

We hear about her proudest moments throughout her career, and how she has achieved them, and what we can all learn from that. We hear about a life threatening experience early in her early career, and how this got her ready for some of the challenges throughout her career, the importance of empathy and listening.

We hear about a competitive childhood with her Dad, a supportive husband, her love of many sports and Gilmour Girls!