CX...Oh!

Joining us from the fashion capital of the world, Milan, is Billur Caglayan Inal, who is the Head of Net Promoter Approach (Customer Experience) at DHL Express Europe, the most international company in the world. Wondering what's common between fashion and this podcast? The ever-evolving nature. Billur is originally from Turkey, has a BSc in Manufacturing Systems and Industrial Engineering, BA in Classical Ballet and MSc in Management. We derive some inspiration from her passion of:

- Breaking the silo culture

- Hunting for continuous improvement opportunities

- Embracing multichannel learning 

- Delivering constant exceptional customer service in a more than ever global world

And yes, now Rome can be built in a day ;), thanks to the pandemic! Listen in to know how.

Billur's LinkedIn profile: https://www.linkedin.com/in/billurkocabasoglu

Experience the magic of service!

Fasten your seatbelts as we take off to the aviation industry with our guest, Inderjit Singh, who has served as the CEO of Indira Gandhi International Airport (IGIA), New Delhi, the largest and the busiest airport in India. Presently, he is a Consultant with the International Civil Aviation Organization (ICAO) Montreal, Canada and has held diplomatic positions in several countries worldwide in the development of aviation infrastructure. Together we cruise through the skies of:

- Servant leadership 

- The 'airport' culture of service

- Influencing an experience

- Patching up with EI (Emotional Intelligence) 

- Complementing United Nations SDGs (Sustainable Development Goals) 

Inderjit's LinkedIn profile: https://www.linkedin.com/in/inderjit-singh-b1615216

Experience the magic of service!

Let's step into the realm of real CX with Nicholas "Z" Zeisler, a Fractional Chief Customer Officer, a former Fortune 100 CX Executive, an Assistant Professor at the US Air Force Academy, a Lean Six Sigma Black Belt, and as of this summer, a published author. His forthcoming book is titled "We're Doing CX Wrong...And How To Get It Right". We propose practical solutions to practical boardroom problems such as:

- Bubble office of the Chief Customer Officer (CCO)

- What's wrong in 'doing' CX (Customer Experience) wrong?

- Journey from VOC (Voice of Customer) to Process Improvement

- Falling in love

- Simon Sinek's 'Why'

Nick's LinkedIn profile: https://www.linkedin.com/in/zeislerconsulting

Experience the magic of service!

Renu Manjunath, Founder of LabelRM takes us through her journey of handcrafting memories in the form of exquisite jewellery that is one-of-its-kind and so inordinately unique that it's second piece won't exist (not even on Mars! ;)). These are the pointers we hover on:

- Changing consumer behaviour in fashion industry

- Magnetic service strategy 

- Blurring the circle of vision

- Delivering a promise

Renu's LinkedIn profile: https://www.linkedin.com/in/renu-manjunath-35428310b

Experience the magic of service!

In this tête-à-tête with Bhavana Bindra, MD (South Asia) at Rehau, we traverse the territory of remodelling customer experiences with the power of a relatively soft word, 'care'. Here's what we take a sneak peek into:

- Feasibility of happy customers = happy employees formula

- Acropolis strategy for business success

- Foundation of a customer-oriented culture

- How everything speaks

Bhavana's LinkedIn profile: https://www.linkedin.com/in/bhavana-bindra-14b3a796

Experience the magic of service!

Today we make our way into the education industry with Abhishek Gupta, Pro chancellor of Jagran Lakecity University, to understand the crucial factors contributing to the plenitude of service threads in schools and universities. Here are the points we check:

- Evolving from delivering degrees to delivering experiences 

- Harnessing diversity in expectations

- Democratically involving stakeholders

- Sustaining a service oriented culture

Abhishek's LinkedIn profile: https://www.linkedin.com/in/abhishekmgupta

Xperience the magic of service! 

Preaching 'charity begins at home' is intended to help people in need. When we take it to the next level and begin practicing 'service begins at home', it gradually creates a world full of love and care on integration. We tap into the hands-on experience of our guest, Carlos Santos, CEO of Amorim Cork Italia, the Italian leader in the production and distribution of cork stoppers with over 600 million corks sold annually to around 3600 wineries; Tedx speaker, Director of AssoIndustria of Veneto, and sustainable development enthusiast on the points below:

- Customer's perception v/s company's reality

- Nurturing a customer-centric culture

- Role of senior leadership in bagging the right to customer-driven growth 

- Igniting the experience aficionado within you

Carlos' LinkedIn profile: https://www.linkedin.com/in/carlos-manuel-veloso-dos-santos-5a9740178

Experience the magic of service!

In this episode with Ben Goodey, Marketing Lead at Sentisum and Founder of How the Fxck, we analyse automation as a tool to enhance the customer service experience we deliver as a company, looking at:

- Segregation of customer service and customer experience

- Secret sauce for converting customer insights into a customer service vision

- Synchronisation between brand and customer experience

- Frequency of monitoring support calls/tickets

Ben's LinkedIn profile: https://www.linkedin.com/in/benjamingoodey

Here are the links to resources that you can download.

Tip sheet: https://f.hubspotusercontent10.net/hubfs/2894767/Convince%20of%20the%20value%20of%20CX%20tipsheet.pdf

Experience the magic of service!

CX...Oh! goes live with my birthday special episode today ;) and we are with the World's No. 1 Service Guru Ron Kaufman. Yay!!!

As the title 'Serve Better, Care More, Love Life' directs, we'll explore the following questions as we embark on this maiden voyage.

- What is service?

- Why does this term have a bad reputation historically?

- What entails being a service professional?

- How better service translates to a better world?

Ron's LinkedIn profile: https://www.linkedin.com/in/ronkaufman

Visit https://ronkaufman.com to learn more about Ron's work.

Experience the magic of service!