CX...Oh!

Exactly as closing the loop efficiently automates electrical circuits, it makes businesses flourish, most specifically with reference to customer experience. The question is how to do it with consistency, and that's what we are taking up with Michael Brandt, a profound CX strategist and the founder of CX-Excellence.com based in Switzerland. Closing the loop demonstrates to customers that they are being heard and that their concerns are being taken seriously. Points that we cover:

- Process vs procedure

- Power that empowers

- Acting on negative feedback or complaints

- 5 step guide on how and where to begin

Michael's LinkedIn profile: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33

Experience the magic of service!

What does the art of magic have to do with customer experience?  

In this episode, we unlock the anatomy and physiology of the word M.A.G.I.C. and how to embrace this art to create a magical experience for those we interact with. All with the award-winning magician Ricky Locke!  In addition, Ricky is a speaker, behavioural trainer with 15 years of retail leadership background, and host of the 'Unlocked' podcast who inspires businesses to create memories that last a lifetime.  

Note: Stay till the end for a sweet magical cookie ;)  

Ricky's LinkedIn profile: https://www.linkedin.com/in/ricky-locke  

Experience the magic of service!

NPS (Net Promoter Score) is a widely used metric to measure the experience of customers. But does it work for your organisation given raw? With Stine Marsal, Denmark's leading CX expert who's greatly contributed to directing smoother experiences for the customers of the three biggest Danish brands, namely, Copenhagen Zoo, Tivoli Gardens, and Copenhagen Airport; we'll look into how the NPS can be tailored to provide you with a view that matters to future decision making as a company. Here's what we take up:

- Using NPS-ish approach as the driver of top management focus 

- Co-creation of a CX culture with employee engagement as the driver

- Moving from strategy to CX culture while creating tangible change

- What frontline staff absolutely need from their organisation, in an age where all the easy customers go digital

Stine's LinkedIn profile: https://www.linkedin.com/in/stinemarsal

Experience the magic of service!

Punk exploded out of the back of progressive rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was ok with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises? Let's check it out with our guest Adrian Swinscoe, an aspirant CX punk, best-selling author, Forbes contributor, blogger & podcaster.

Adrian's LinkedIn profile: https://www.linkedin.com/in/adrianswinscoe

Experience the magic of service!

Happy CX Day fam! 

CX...Oh! is celebrating this special occasion with Dennis Wakabayashi, the global voice of CX.

The first Tuesday of October marks a global celebration of the companies and professionals that create great customer experiences, it's CX Day, general euphoria over all things CX! It’s a day when organizations roll out the red carpet for their customer-facing employees and CX experts, highlighting their contributions and underscoring the company’s commitment to excellence in customer experience.

And then comes Wednesday in October (the day after CX Day) that’s really most telling – because in many organisations, that’s when customer-facing employees are reminded of something quite disheartening.

Join us to figure out how we can make CX a genuine commitment not just on a single day of the year, but on all 366 days (taking it on the higher side for the love of customers :)). 

Promise to meet you again on the day after CX Day every year for #CXConversations - CX Wednesday movement!

Dennis' LinkedIn profile: https://www.linkedin.com/in/denniswakabayashi

Experience the magic of service!

McKinsey Global Institute predicts that AI (Artificial Intelligence) could increase productivity by up to 40%, double the growth rate, and lead to an annual economic boost of up to $13 trillion in 2030. We get to the 'how' and 'why' of it with Gaurav Bhattacharya, CEO at involve.ai, who's on a mission to make the world's companies more customer centric. He is a product nerd who started coding at 10 yrs old ,built his first video game at 12, and has been recognised as Forbes30under30.

We talk through:

- AI as the biggest opportunity in customer experience

- Whereabouts of customer success

- Customer support on steroid

- Right time to invest in customer success

- Being the hardest worker in the room

- Scaling with AI

Gaurav's LinkedIn profile: https://www.linkedin.com/in/bhattacharyagaurav

Experience the magic of service!

Is there any purpose of CX (Customer Experience) other than retaining customers and keeping the bottomline glowing? Of course, there's something that goes beyond business. It's about creating a CX practice for betterment for all involved; customers, employees, communities, society and shareholders. But what does that actually mean and how to bring it to play? That's what we're learning from Christopher Brooks, a customer strategist with over 20 years of agency, clientside and consultancy experience working with corporates across Europe and the Americas, he is now the MD at Clientship.

Here's what our chat includes:

- Fitting ‘beyond business’ philosophy in CX

- Roots of CX as a concept

- Not vouching on frictionless experiences

- Flip side of exceeding customers' expectations

- Sustainable customer centricity

Christopher's LinkedIn profile: https://www.linkedin.com/in/christopher-brooks-1425b7a

Experience the magic of service! 

Empathy, empathy, everywhere and lots of drops to drink! While the world's going gaga over empathy (and yes, we should), let's figure out in this episode with Charlotte Spain why empathy isn't the most appreciated characteristic in customer service and what works instead. Charlotte is a customer experience leader creating industry-defining, end-to-end customer experiences across all customer-facing channels, and currently oversees strategy and execution of rider experience at BuzzBike.

We gist about:

- Delivering against industry-leading KPIs 

- Customer loyalty and longevity in sustainable logistics business

- CS as a career path

- Role of universities in shifting paradigm

Charlotte's LinkedIn profile: https://www.linkedin.com/in/charlotte-spain

Experience the magic of service!

Wondering how organizations and leaders attain, sustain, and regain the ultimate level of distinction? Oh wait, what is the 'ultimate level of distinction' first? Let's get that sorted with Scott McKain, a globally recognized authority on how organizations and professionals create distinction to attract and retain customers, and stand out in a hyper-competitive marketplace. His book, ICONIC, was named on Forbes.com as top 10 business books of 2018. Scott’s expertise has been quoted multiple times in USA Today, the New York Times, Wall St. Journal, and International Herald-Tribune. His commentaries were syndicated on a weekly basis for over a decade to eighty television stations in the U.S., Canada, and Australia – and he’s appeared multiple times as a guest on FOX News Network. Arnold Schwarzenegger booked him for a presentation at the White House with the President in the audience, and Scott played the villain in a movie named by esteemed critic Roger Ebert as one of the 50 greatest movies in the history of cinema, directed by the legendary Werner Herzog. 

Here's what our chat constitutes:

- Three Destroyers of Differentiation

- Four Cornerstones of Distinction 

- Criticality of customer experience

- Being 'iconic' - the ultimate level of distinction

- Factors of distinctive performance

- Reciprocal respect

To know more about Scott, visit https://scottmckain.com

Experience the magic of service!

Wondering where I'm going? Nah...I'm here only! 'I'll Be Back' is the title of Shep's upcoming release. Sounds powerful, eh? And that's why we've invited him so we can get a taste of this treasure before the rest. Shep Hyken is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York Times and Wall Street Journal best-selling business author. As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees. His book in question includes the must-have tools, tactics, and strategies you need to get customers to say, "I'll be back!"

Here are some of the points we touch upon:

- Designing and creating an experience that gets customers to return, again and again

- Distinguishing between repeat customers and loyal customers

- Monitoring the trends

- Building the "I'll Be Back" culture

- Amazing experiences being within the reach of every company 

If you'd like to know more about Shep and how he amazes every customer every time, visit www.hyken.com 

Shep's latest book 'I'll Be Back' is available here: www.illbebackbook.com

Experience the magic of service!