CX...Oh!

On our show is Sharon Boyd, the Chief Customer Officer for MKL Innovation and MD for MKL CX – a Customer Experience Agency. She has led multi-million pound transformation programmes for FTSE 100 companies in the UK, is a Director at the Customer Institute, a published author, among top 25 UK Customer Experience Awards winners 2021, and a captain on the CX World Games. We dissect with her the following topics.

- Conjoint nature of business strategy and customer strategy

- CX creation and maintenance

- AI as CX enabler

- Factors of CX maintenance 

- Mindset shift from internal to external focus

- Experience optimisation across digital touchpoints

Sharon's LinkedIn profile: https://www.linkedin.com/in/boydlsharon

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Obsessed with the undying temptation to make data driven decisions in the present world, we clarify what to expect when incorporating dashboards in the CX framework with Sue Duris, Co-Founder and President of M4 Communications, a global marketing and customer experience strategic consulting firm that helps organizations create omnichannel experiences to engage employees and drive customer value. As an experienced Marketing and CX leader, with former positions as CMO, VP of Marketing, and Director of Customer Experience, and a history of helping companies create customer-centric models, she takes us step by step through the process of deriving value from so-called vanity metrics when it comes to measuring customer experience. Some of the bullets we chip at:

- Growth Triangle - Culture, Employee Experience, Customer Experience 

- Painting the complete CX picture 

- Focusing on the number, not the mindset

- Understanding 'why' and 'how' of the chosen metric

- Continuous Optimization

- Customizing Dashboard Composition

Sue's LinkedIn profile: https://www.linkedin.com/in/sueduris

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Our guest this weekend is Melissa Moore, a Retail Consultant, Mentor and Trainer based in Ireland. Built up on a strong foundation of working with well known international names in retail including high street brands, supermarket chains and premium hospitality for over 20 years, her business, The Retail Advisor, empowers retailers to reach their potential through sales growth and excellence in customer experience. In this authentic conversation with her, we see how CX works for retail per below points:

- Reimagining the retail experience 

- Cementing customer loyalty

- Personalised CX journey

- Understanding customer preferences 

- Who's reaping the benefits of technology - Business or Customer

- What to watch out for as a customer

Melissa's LinkedIn profile: https://www.linkedin.com/in/mooremelissa1

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We're heading to simplify 'Luxperiences', i.e., Luxury Experiences in this episode with Santosh Sharma, CEO of BookMyJet, India's 1st tech platform targeted at making private jet flying an affordable, convenient, and easy affair. What we definitely share in common is the passion for aircrafts, and building on it, we find out how open communication lays a strong foundation for memorable customer experiences as we dive into: 

- Exceeding customers' expectations

- Accessibility of information

- Revolutionizing private charters

- Websites & social profiles as new storefronts

- The reign of transparency

Santosh's LinkedIn profile: https://www.linkedin.com/in/santosh-sharma-8b80326a

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What does it mean for a customer to trust a service provider? Does trust equate to loyalty? Is it something to be expressed or lived? Hear from Jan Uriga, a CX and Innovation Strategist, Change Management lecturer at Vienna University and Faculty of Social and Economic Sciences in Bratislava on how companies live the trust in light of:

- Future of customer interactions

- Brand visibility or visibility branding

- Financial side of customer satisfaction

- A day called 'CX Day' 

Jan's LinkedIn profile: https://www.linkedin.com/in/januriga

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''Kindness is the ever begetter of kindness'', said Sophocles, and to derive advantage from its cascading effect in business to create memorable experiences, we brought in Anna Sheppard, CEO of Bambuddha Group, a social enterprise that provides leadership coaching and CSR programs, helping companies to 'work kinder' for People, Customers, Community and Environment. Also, she is the host of 'Project Good Boss' and Corporate Kindness Conference and Awards, focusing on the business benefits of kindness in leadership. We touched upon:

- Corporate kindness 

- Incentives for kinder decision making processes and formal relationships

- Emotionally rational business

- Value based consumerism

- Creating a sustainable word of equality and opportunity 

Stick in for the special tip, because magic begins where regularity ends. :)

Scholarships at Bambuddha Group can be accessed here: https://www.bambuddhagroup.com/individual-membership/scholarships/

Anna's LinkedIn profile: https://www.linkedin.com/in/annasheppard2021

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Following Richard Branson who says, “Loyal employees in any company create loyal customers, who in turn create happy shareholders”, we set out to understand the equation EX = CX (Employee Experience = Customer Experience) with Claire Boscq-Scott, No.3 Top Global Customer Service Guru, author of 3 books (with a No.1 Amazon bestseller), BizShui creator, a marvellous keynote speaker who’s spoken in over 20 countries and the winner of the Institute of Director award. Here's what we talk about:

- Causality dilemma-what came first? The chicken or the egg?

- Employees as brand advocates 

- Rule of reciprocity

- Self care before customer care

- Organisational focus 

- Data for good

- An exclusive BizShui tip for great employee experiences

Claire's LinkedIn profile: https://www.linkedin.com/in/claireboscqscott

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Analyse the inverse proportionality between state of CX worldwide and number of CX professionals through the lens of Alex Mead, a global Customer Experience Executive and an adept leader working to transform experiences across contact centres, specialising in digital, social & omnichannel platforms, customer service operations innovation, CRM implementation, and CX strategy. We focus on:

- Betting on CSX (Customer Service Experience) versus CX (Customer Experience)

- Shifting nature of customer expectations 

- Adapting to Gen Zers

- Deteriorating state of global CX

Alex's LinkedIn profile: https://www.linkedin.com/in/alexmead

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Joining us from Flanders is Elke Dens, a tourism marketing maven and one of the major driving forces to lead VisitFlanders into ‘Travel to Tomorrow’, a vision based on regeneration. As Chairwoman of the Marketing Group of The European Travel Commission, she has been aligning the marketing directors from 28 countries in Europe with a focus on long term sustainable added value. Being an expert of the COVID-19 tourism recovery program of the United Nations, she has successfully launched projects like FairBnB, and is a proud board member of The Travel Foundation and the Impact Travel Alliance. Here's the chassis of my wanderlust discussion with her:

- Identifying the real customer

- Multifunctional experience

- Terminology matters - Tourist v/s Traveler

- Future of tourism

Elke's LinkedIn profile: https://www.linkedin.com/in/elkedens

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In the spotlight today is a dynamic young woman on a mission to future proof the rooms of power, Valerie Mocker, the CEO of Wingwomen, who gets up every day to help younger leaders into power positions. Named one of Europe's 40 under 40 leaders, this Oxford alumnus is a tech-for-good investor, international speaker and board member for, among others, Wikimedia, the organisation behind Wikipedia. We take up with her:

- Flow of experience from power rooms to customers

- Role of digitalisation, technology and innovation

- Make up of a mature service culture

- Women in the strategy frame

FInd out more at www.wingwomen.org/valerie-mocker

Valerie's LinkedIn profile: https://www.linkedin.com/in/valeriemocker

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