CX...Oh!

Let's explore in our autumn-special episode the age-old yet freshly brewing bond that couples organizational excellence and customer experience with our vibrant guest Serena Riley, CX leader at Conversight.AI.

Serena's LinkedIn profile: https://www.linkedin.com/in/serenariley

Xperience the magic of service!

We've boarded the new year wagon here at CX...Oh! (it's never late ;)) to decode E.P.I.C. experiences (yes, the EPIC ones only!) with Federica Roux, Chief Experience Officer at Odity. Here's a glimpse of what they read like.

E. Easy

P. Personalized

I. Intuitive

C. Contextual

Tune in to get the details of 'how' to incorporate them in our company culture.

Federica's LinkedIn profile: https://www.linkedin.com/in/federicaroux/

Experience the magic of service!

Customer success - just another jargon or a substantial integrant in the experience that a customer has with an organisation? Let's decrypt it with Irit Eizips, CEO, CSM Practice.

Irit's LinkedIn profile: https://www.linkedin.com/in/eizips

Experience the magic of service!

What is it like to succeed with customer success? We're canvassing it with Maranda Dziekonski, Chief Customer Officer, Swiftly.

Maranda's LinkedIn profile: https://www.linkedin.com/in/marandaanndziekonski

Experience the magic of service!

Talking real business numbers here, we're uncovering how experiences create tangible value for companies with Diane Magers, the founder of Experience Catalysts, a sherpa for new and developing experience-obsessed organisations, and the Emeritus Chair for Customer Experience Professionals Association (CXPA).

Diane's LinkedIn profile: https://www.linkedin.com/in/dianemagers

Experience the magic of service!

What truly makes a great customer experience? Speed. Convenience. Consistency. Friendliness. And human touch—that is, creating real connections by making technology feel more human and giving employees what they need to transmit it to the end user. That's for the recipient, which in turn leads to business growth. Ever looked at the other side of the coin, what lies in here for the humans delivering this experience? Deliberating with us on this aspect is Adriana Salazar Hidalgo, a passionate CXer from Barcelona, who shares that embellishing the whole cake is a sense of fulfilment beyond words, which is the binding thread in a community. It's the community now that a company should wish to create for all stakeholders. 

Adriana's LinkedIn profile: https://www.linkedin.com/in/adrianasalazarhidalgo

Experience the magic of service!

Hunting for the magic metric in CX? We're disentangling the experience barometer mania this week with Kristi Faltorusso, an award winning Customer Success Executive with experience in building, scaling and transforming customer success organisations at hyper-growth B2B SaaS companies. Currently, she's the Chief Customer Officer at ClientSuccess, and also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs and more.

Kristi's LinkedIn profile: https://www.linkedin.com/in/kristiserrano

Experience the magic of service!

Introducing to you in this episode, the woman running South Africa's 1st 100% black women owned CX Management Consultancy - Mandisa Makubalo, CEO, Unlimited Experiences SA, who has been ranked amongst the Top 100 CX Global Thought Leaders for 2021, is an author, community leader for Women in CX Africa chapter and serves on various boards across the country. 

We dig deeper into what lies at the core of strengthening your relationship with the customer that sets a sturdy foundation for an experience that self-nurtures.

Mandisa's LinkedIn profile: https://www.linkedin.com/in/mandisa-makubalo-9b180b6b

Experience the magic of service!

In the CX...Oh! studio this time is someone who believes that a remarkable customer experience is your best marketing strategy, it's Dan Gingiss from Chicago, an established international keynote speaker and customer experience coach. He teaches businesses and executives how to make the brand lovers louder than the haters by creating experiences they can’t wait to share with their friends and followers. Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share (September 2021) and Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also hosts the Experience This! Show podcast and The Experience Maker Show.

Here's what we take up with him:

- Why traditional marketing no longer works

- How to solve the big problem of the “leaky bucket”

- What gets shared on social media (and what doesn’t)

- How customer experience affects your bottom line

- What the WISER model is and how it’ll positively change your business forever

- Why you need a Chief Experience Offer to solidify executive leadership

Dan's LinkedIn profile: https://www.linkedin.com/in/dangingiss

Experience the magic of service!

When we view technology through the lens of an individual CX function, connecting the dots becomes slightly blurred unless we adjust to the key CX activities: understanding customers and their experiences; analysing data collected from those experiences; acting on the insights; and continually managing CX efforts across the brand. And to ace the art of using this clarity to score goals, in house today is Gregorio Uglioni, host of 'CX Goalkeeper' podcast and a specialist in Business Transformation, Innovation and Customer Experience. Here's what we discuss:

- Service excellence as a customer focused value generating engine

- CX on Soccer pitch

- Data, technology and human touch : key enablers for service experience improvement

- Proactivity as a game changer

- Value Irritant Matrix

Gregorio's LinkedIn profile: https://www.linkedin.com/in/gregorio-uglioni

Experience the magic of service!