CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
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CX Files episodes

  • Ian Golding - The Customer Institute - What Can You Do To Deliver Great CX?

    Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience.

    Ian is a well known global speaker and adviser on CX - he was recently ranked the #2 most important CX influencer in the UK by CX magazine and he can often be found jetting around the world to deliver keynotes and run workshops. He is speaking in this episode from the sidelines of the WOW CX Summit in São Paulo, Brazil where he was the keynote speaker on March 4th 2020.

    https://customer-institute.org/

    https://www.wowsummit.com.br/

    https://www.linkedin.com/in/iangolding/

    21 min
  • Ian Golding - The Customer Institute - What Can You Do To Deliver Great CX?
    Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience. 
    Ian is a well known global speaker and adviser on CX - he was recently ranked the #2 most important CX influencer in the UK by CX magazine. He is speaking in this episode from the sidelines of the WOW CX Summit in São Paulo, Brazil.
    www.customer-institute.org
    www.wowsummit.com.br
    www.linkedin.com/in/iangolding
    21 min
  • Jeff Toister - The 1 Mistake Behind All Failed CX Strategies

    Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies develop customer-focused cultures. Jeff is based in San Diego, CA.

    In this episode Jeff talks about metrics, building great relationships and the one big mistake behind every failed CX strategy.

    https://www.toistersolutions.com/

    https://www.linkedin.com/in/jefftoister/

    https://www.linkedin.com/learning/instructors/jeff-toister

    21 min
  • Jeff Toister - The 1 Mistake Behind All Failed CX Strategies
    Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies develop customer-focused cultures. Jeff is based in San Diego, CA.
    In this episode Jeff talks about metrics, building great relationships and the one big mistake behind every failed CX strategy.
    www.toistersolutions.com
    www.linkedin.com/in/jefftoister
    www.linkedin.com/learning/instructors/jeff-toister
    21 min
  • Michael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX
    Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that allowed customers to see furniture in their home before they bought anything through the magic of Augmented Reality (AR).
    His new company, London Dynamics, is on a mission to help retailers use AR more effectively to improve CX.
    www.linkedin.com/in/michael-valdsgaard
    16 min
  • Michael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX

    Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that allowed customers to see furniture in their home before they bought anything through the magic of Augmented Reality (AR).

    His new company, London Dynamics, is on a mission to help retailers use AR more effectively to improve CX.

    https://www.linkedin.com/in/michael-valdsgaard/

    16 min
  • Neil Rae - CCO of VXI Global Solutions - RPA and Automation

    Neil Rae is the Chief Customer Officer of VXI Global Solutions. The company HQ is Los Angeles, although Neil is based in Toronto. With 43 global locations from the west coast of the US to the Philippines, and over 35,000 employees they are a major player in designing CX solutions.

    In this edition of the podcast Neil talks about RPA and how VXI is moving from a walk to a run with automation.

    https://vxi.com/

    https://www.linkedin.com/in/neil-rae-a736138/

    14 min
  • Neil Rae - CCO of VXI Global Solutions - RPA and Automation
    Neil Rae is the Chief Customer Officer of VXI Global Solutions. The company HQ is Los Angeles, although Neil is based in Toronto. With 43 global locations from the west coast of the US to the Philippines, and over 35,000 employees they are a major player in designing CX solutions.
    In this edition of the podcast Neil talks about RPA and how VXI is moving from a walk to a run with automation.
    www.vxi.com
    www.linkedin.com/in/neil-rae-a736138
    14 min
  • Adrian Swinscoe - Punk CX - Getting Back To Basics
    Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he has published several books on CX, including Punk CX in 2019.
    In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy.
    www.linkedin.com/in/adrianswinscoe
    www.adrianswinscoe.com
    27 min
  • Adrian Swinscoe - Punk CX - Getting Back To Basics

    Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he has published several books on CX, including Punk CX in 2019.

    In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy.

    https://www.linkedin.com/in/adrianswinscoe/

    http://www.adrianswinscoe.com/

    27 min

About CX Files

From the publisher's feed

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In…