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October 30, 2020

Ep. 6. Nicholas Zeisler, Applying process improvement to CX, CX and the US Military, the three E's for building a customer-centric culture

54 minutes

This week, we’ve got an awesome guest: Nicholas Zeisler, who is the founder of Zeisler Consulting, a CX development consultancy that brings the theories of process improvement to customer experience.

He’s also been there himself as the Director of Customer Experience at HP, where he built a customer experience team driven by analytics, setting up the whole company to take action on VoC insights.

We get Nicholas to share his advice and stories, covering these key topics:

How do you build a customer-centric culture? Illustrated in classic consultant style with three Es: Enablement, Empowerment and Encouragement.

How to sell customer experience projects internally, with examples from his background.

And the methods you can take from the process improvement world to boost your companies customer experience.

This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.

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