Fireside chats without the fires

Fireside chats without the fires

By Fireside Chats Without The FireBusiness
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Fireside chats without the fires episodes

  • Season 2 : Episode 31 - ”CX Poetry” with Adrian Swinscoe

    Adrian Swinscoe, the author of PUNK CX, is today’s guest on the podcast.

    Adrian shines a light on the backstory of the PUNK CX book, and how, over a few drinks in a bar, the idea came to him. He passionately explains what being a CX Punk in today’s CX World means and why it’s important to “shake the tree”.

    Adrian is very clear that the book is not the answer is all the challenges that exist within CX today, more so that the whole premise of the book is to encourage people to do better work. As Adrian puts it, “Following the crowd won’t get you to number 1. Are you an artist, or are you colouring in”

    Lastly, Adrian points out how being brilliant at the basics will have a profound impact on your customers, that they will feel safe and sound with you and your company.

    There is so much insight and intelligence that Adrian shares on this episode, it will get you and your company thinking about how CX is being run in your company.

    39 min
  • ”Emerging Horizons” with Lt. Col. Waldo Waldman
    To support the upcoming SOCAP Emerging Horizons Event, Fireside Chats Without The Fires (the official podcast for the event), is very proud to have the amazing Waldo Waldman on the show to talk to Neal.
     
    Waldo briefly explains what people can expect from his keynote speech at the event, also, he explains what being a fighter pilot taught him about CX as well as explaining what CX means to him. This you will want to hear!
     
    https://www.linkedin.com/in/waldowaldman/
    https://www.linkedin.com/company/socap/
    https://www.socap.org/events-education/event/2021/10/17/national-meeting/2021-symposium-emerging-horizons
    9 min
  • Season 2 : Episode 30 - ”We‘re Doing CX Wrong, and How to Get it Right” with Nicholas Zeisler
    SPOILER ALERT!!! We are getting CX wrong, or so claims Nicholas Zeisler in his new book (think you can guess the title yet?). Nicholas returns to the podcast to talk a little more about some of the topics that were discussed when he joined us last time, as well as an insight into his new book.
     
    Nicholas starts by sharing why it's important to question everything, even starting by asking "what do you mean, we are doing CX wrong?" "what does it mean to be a customer-centric company?" 
     
    We also hear why aligning data to numbers is fraught with peril and that certain CX KPIs do not have a direct impact on the business and its bottom line. To help address this disconnect, Nicholas gives his insights and thoughts a new metric that should help close these gaps. 
     
    The metric is called "Brand Alignment Score and aims to improve the customer experience vs the companies brand values. in essence, this will help measure how well the business is doing vs what the business said it would be doing! Powerful stuff from Nicholas, and, to be honest, would you expect anything less?
    24 min
  • Spotlight on the Business of CX Episode 1 : Featuring David Koning and Robert Bamberger
    In an exciting new monthly series of podcasts, Fireside Chats Without The Fires are joining forces with Baird Investments to bring a spotlight on "The Business Of CX".
     
    Joining Neal in these sessions will be David Koning and Robby Bamberger, two investment managers who specialize in the impact that CX has on businesses and then, using their knowledge,  make suggestions on where companies and private investors should put their money.
     
    On today's show, Dave and Robby share some current market trends that they are seeing, the story of TaskUs and some hints and tips on what to look at when considering investing.
     
    https://www.surveymonkey.com/r/YSH9Q3C - Enter the link to become a part of the Baird BPO Distribution and get involved in our quarterly survey!
    32 min
  • Season 2 : Episode 29 - ”CX Turds on the Table” with Rishad Tobaccowala
    On today's podcast, Neal is thrilled to welcome back Rishad Tobaccowala.
     
    Rishad talks about his ABCDE model for re-inventing marketing. Without giving too much away, each letter means something, such as E for "Experience", and Rishad shares what each of these letters stand for, and how they play an integral part in today's marketing world. We also hear from Rishad on his thoughts regarding data. Rishad does not believe that data is the answer nor is it the key and that some businesses are using data as a crutch, and that the most successful businesses out there are combining a story and a spreadsheet.
     
    As Neal and Rishad bring the podcast to an end, they talk about the book that Rishad published, "Restoring the Soul of Business: Staying Human in the Age of Data. Rishad shares his thoughts on whether or not a customer journey exists (well, it doesn't), creating machines without souls, and how important it is to look at the poetry, rather than the plumbing. Of course, you want to hear more....Download, subscribe, rate and review, NOW!!
     
    Where to find the audiobook:
    https://amzn.to/3Ebu43X
    https://bit.ly/3nsp0Cp
    45 min
  • Season 2 : Episode 28 - ”CX Fandom” with James Dodkins
    For the first time ever, a British Aston Villa fan joins the podcast to talk about creating CX Fandom! The CX Rockstar himself, James Dodkins talks about his most current obsession, "CX Fandom". What can companies leave from the likes of sporting teams in creating hyper fandom? What are the clues, the pointers, the golden nuggets in creating these rarest fans? 
     
    James takes us on his ongoing journey into this world. He shares what is meant by a proximity zone, and how the internet has changed this. James also talks about what is CX, really. Is a bundling of moments that then become memories for customers, and those memories create the relationship that companies have with their customers. 
     
    Insightful, knowledgeable, and entertaining, what more would you expect from #CXrockstar? There is so much to unpack in this episode that we have invited James back to spend more time with us!!
    27 min
  • Season 2 : Episode 27 - "Why Diversify your CX Strategy" with Mandisa Makubalo
    Today, Neal and Paul are thrilled to welcome back the simply amazing Mandisa Makubalo to the podcast to discuss her chapter from the CX3 book as well as her own project in South Africa, "The Virtual Talent Room".
     
    In her own unique way, with effervescence exploding out of every pore, Mandisa shares why diversity is important and how it can benefit businesses and humanity alike. She shares her experience (which is included in her chapter), of how a bank did not take into account the needs of the local community and how services promised because a customer was at a certain level, was never delivered. Hear about the five stages (Empathy, Define, Ideate, Prototype, Testing), that companies can implement TODAY to help with diversity.
     
    Moving away from the book, Mandisa talks about her project aimed at helping young women back into employment. Titled "The Virtual Talent Room", the idea behind this project is to make it easier for young women in the townships to connect with companies who are looking for staff. This is Mandisa's own brainchild and is already reaping the rewards with a number of women already in employment. To find out more about this worthwhile protect, please visit the link - https://www.youtube.com/channel/UCZbT7PV3kkkV4QeNMDDMM8g
    57 min
  • Season 2 : Episode 26 - "CX Stakeholder Buy-in" with Katie Stabler
    Katie Stabler joins the podcast to talk about CX Stakeholder buy-in and the challenges that this brings to any organization, regardless of its size.
     
    Katie starts with how to improve CX Stakeholder buy-in and that one of the very first steps to take is to get everyone aligned on what CX means to the business. The whole business needs to focus and agree on what CX looks like across the board and, by having that as a starting point, it reduces the chances of traction and enthusiasm for CX waning over time. Katie also discusses how important it is to have the right people and the right team in place to drive this through. Lastly, in Katie's words, you have to "make your own bed" first before you start this journey. 
     
    To find out more about CX Stakeholder buy-in and how you and your business can improve on it, download this podcast from your usual podcast platforms and let us know what you think of Katie's comments.
    37 min
  • Season 2 : Episode 25 - "The Past, Present, Future of CX Part 2" with Megan Burns
    Neal and Paul are thrilled to welcome back to the podcast the brilliant Megan Burns. Listeners to the podcast will remember that Megan was a guest on the podcast earlier in the year to share some brief insights on her keynote speech at the AMA Ignite conference. Now, she is back and ready to share again!
     
    In today's episode, Megan discusses how companies "can suck less", and, with a degree of clarity rarely heard, explains the stages of CX that she has witnessed since 2006. Megan explains why in today's CX world, it's important for companies to "major in experience, minor in products" (sounds counterintuitive, right?), aim to be consistently good and strategically excellent and, how, when done correctly, customers cannot tell the difference between real-life agents and AI.
     
    Strap yourself in for a thrilling, insightful and, emotive listen.
    30 min
  • Season 2 : Episode 24 - "Why Do Bonuses for NPS Scores Seem Wise?" with Jim Tincher

    Neal and Paul are thrilled to welcome back Jim Tincher onto the Fireside Chats Without The Fires podcast.

    Jim recently published an article here (https://bit.ly/3rsQKHa) focusing on whether incentives to drive NPS are good or bad.  Jim shares stories on how some companies have used incentives to drive performance and behaviors so that they do “suck less”.
    Jim explains when is a good time to ask for a survey, does an NPS score actually predicts anything, and do “golden questions” to measure NPS exist and, please, do not miss the story about the “5 ballons…”
    Engaging, thoughtful, and passionate, Jim’s a true expert in his field. If you want to learn more about NPS and when is a good time to use QA scores and when is not, then tune in and learn more.

    43 min

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