CX Insider - Customer experience leaders sharing insights and ideas for customer service success

In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation.

Content:

[00:00:29] Introduction

[00:00:50] Sharad's Journey

[00:05:05] About SentiSum

[00:07:33] CX: From the Heart or the Head?

[00:08:49] Are Customer Surveys Dead?

[00:13:38] Alternatives to Surveys

[00:19:21] Why brands need a mindset shift

[00:23:33] The Future of NPS

[00:27:30] Turning Insights into Action

[00:33:39] Best and worst practices in customer experience

[00:37:01] The importance of forgettable, frictionless experiences

[00:39:09] Quick Fire Questions

In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.

Content:

00:00 - Introduction

02:11– About Mohamed

04:53 – Brand Differentiation

07:57– Evolving Expectations

10:03– In Store Vs Online

15:32– Customer Retention

20:11 – Customer Lifecycle

22:39 – CX Basics

30:44 – Regional Preferences

35:06 – Quick-Fire Round

In today's episode, we are joined by Ronelle Arbib, COO of Recognise Bank, to discuss her fascinating career journey, from the Air Force to leading customer-focused innovations in the financial sector. Tune in for insights into SME banking, building customer relationships, and the importance of female empowerment in traditionally male-dominated industries. Get ready for a deep dive into banking, leadership, and more!

Content:

[00:00:20] – Air Force to Banking

[00:03:10] – Building The Model

[00:08:40] – Female Leadership

[00:10:30] – Serving SME's

[00:12:45] – The “Triangle Model”

[00:16:00] – Challenges

[00:20:20] – Adapting For CX

[00:27:20] – Balancing Savings

[00:30:00] – Customer Satisfaction

[00:34:00] – Quick-Fire Questions

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9

Today, we are joined by Monique Theile, Head of Complaint Management at Chrono24, to explore how security, trust, and customer experience are interwoven in the luxury market. Get ready for insights on certification programs and some unexpected customer complaints.

Find out more in this episode!

Become a CX Insider -  https://www.linkedin.com/company/cx-insider/

Check out our website - https://cxinsider.com/ 

Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9

In this episode, we sit down with Gianluca Brugnoli, VP of Design at TomTom. We explore the future of automotive technology, personal navigation, and the role of AI in transforming the driving experience. Gianluca shares insights on how car makers are adapting to the digital age, the challenges of smartphone mirroring, and how AI-driven innovations like voice interaction and hyper-personalized navigation are shaping the industry.

In this episode, we sit down with Ian Toal, the CEO of Oscar Mayer UK, to talk about brand activation using innovation centres. With David Martin (M Worldwide) as co-host, we discuss the pair's recent business venture - The Gastro Hub. Ian shares his unique insights from a remarkable 38-year career, ranging from food manufacturing to running over 600 restaurants across 13 countries. Discover how he’s transforming the future of food with cutting-edge innovation centres and bold new concepts.

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇

https://tinyurl.com/3hvjf2j9

Dive into a riveting conversation with William Gilchrist, the CEO and Founder of Konsyg, as he shares his journey from Chicago to becoming a sales powerhouse in Asia. With over 15 years in Singapore and 20 years in Asia, William has a wealth of experience in navigating the complexities of global sales. Discover how Konsyg has revolutionized the sales outsourcing industry by providing an end-to-end sales solution that no competitor has been able to match. From building global pipelines to navigating market challenges, William unpacks the intricacies of sales with a blend of insightful stories, market wisdom, and a touch of humour.

The Euro's have left us wanting more football talk! So here it is! We sit down with Neil Sears, the CEO of two-time FA Cup winners Bury FC, to discuss the club's remarkable journey to becoming fan-owned and the vital role volunteers play in the sporting world. We'll uncover the challenges and triumphs of maintaining a football club without traditional broadcast revenue, while also gaining some exciting insights into the power and impact of volunteers in sports. 

Become a CX Insider -  https://www.linkedin.com/company/cx-insider/

Check out our website - https://cxinsider.com/ 

Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

Michael Theodore is the co-founder of Scalr, a cloud computing company that specialises in automation & collaboration software. In this episode, we dive into the importance of employee experience within sales, the secrets to retaining your customers as well as the tools you can use to capture emotion. What mode should you be in, acquisition or retention mode? How can you improve your handover between the sales team and client? Find out more in this episode!

Become a CX Insider -  https://www.linkedin.com/company/cx-insider/

Check out our website - https://cxinsider.com/ 

Thank you to our sponsor! - https://www.acftechnologies.com/