Fireside chats without the fires

Marc Karschies joins Neal and Paul on today's podcast to discuss his chapter in the CX3 book.

 

Marc shares his in-depth knowledge and passion for quality and explains how quality has a different meaning for different people and departments. Marc discusses what is the definition of quality (is it defined by the user?) and what really is "good" quality?

 

Neal and Marc also discuss how quality service management is equal to customer experience management because customer experience is what the customer feels...

 

Insightful, passionate, and knowledgeable, Marc Karschies enthusiasm of quality is second to none.

As we enter the home stretch of the CXWG2021, today's guest,  Professor Dr. Phil Klaus joins Neal and Christopher Brooks to share his experience and stories of The Games.

 

Christopher Brooks gives his weekly update on The Games, along with the fact that there are still some last-minute places available for players and the unique news regarding two teams. You need to tune in to hear more!!

Fireside Chats Without The Fires continues its partnership with the CXWG2021 to bring awareness and support to this amazing event.

 

On today's podcast hear from Adrian Swinscoe. Adrian will share how and why he got involved in the CXWG, what they mean to him, and what he expects to see from the teams involved.

 

Tune in to find out more!

Olga Potaptseva, contributing author for the CX 3 book, joins Neal and Paul to discuss her chapter in the book, titled "Fly Me to the moon", which focuses on agile project management for CX.

 

One of the most commonly used (yet maybe little understood) phrases in today's business world is "Let's use Agile project management", however, how many of us out there really know what it means?

 

Olga, in her very humble and down-to-earth manner, walks and talks Neal and Paul through exactly what Agile is, how it works, what it isn't (it's not 9 women giving birth to one baby in 1 month) and the 4 skills needed. Without going into too much detail here (you have to tune in to find out more), Olga' explains how using Agile focuses on the ability to move quickly and easily, the ability to transform by doing small things in short phases, ensuring that projects are linked to companies goals and employee experience, and, possibly more importantly,  turning CX protects into reality.

Join Neal and Steve for a walk down memory lane as Steve recounts his CX story. Hear how Steve's background in contact centers and airlines helped shaped his understanding of CX and how important is it to make the customer experience frictionless and the front-line agents' job easy, sounds simple, right?

 

Steve also discusses how, since the 1980s, the CX world has been on a journey of self-discovery, with key metrics being labeled differently and how now, as businesses start to come out of the pandemic, is the best time to be involved in CX.

 

In a highly personal interview, Steve explains the important role that SOCAP played in his professional and personal journey. With deal feeling, Steve shares how the relationships he built in SOCAP and the ability to give back to the community really shaped him as a person.

Fireside Chats Without The Fires continues its focus on CX3 with Nick Lygo-Baker joining the podcast to talk about his chapter.

 

Nick, or the CX Mechanic as he is also known by, shares his experience with CX and how he came to understand the need for business to use and adhere to something that he calls "Listening Posts". There are five different types of "Listening Posts", each performing a different function within the business. 

 

They are:-

 

Voice of the employee

Voice of the customer

Voice of the service

Voice of the process

Voice of the market

 

And Nick shares the functions that each of these performs, and why it's important for companies to have all 5.

Fireside Chats Without The Fires, in partnership with #CXWG2021, are delighted to share Mandisa's story!

 

Mandisa Makubalo is nothing short of an inspiration. From her tireless efforts to help women in South Africa getting back into work, to being a Founder Member of Women in CX, anything that Mandisa touches turns to gold!

 

Mandisa shares her story of a CXWG2021 captain, why she got involved, and what the games mean to her. As well as Mandisa, Christopher Brooks joins Neal to share provide the most up-to-date information regarding the Games. You know you should tune in to find out more...

Gustavo Imhof, one of the contributing authors of the CX3 book, joins the podcast today to share his insights and thoughts on why memories are more important than experiences (yes, read that again).

 

Discussing his chapter for the book, Gustavo talks about what the 15 memorable variables are, the 6 quick wins, and actually, what matters the most is the outcome for customers rather than the experience.

 

As you can tell, Gustavo is not scared to go against popular opinion, which makes today's podcast a must-listen.

Today, Fireside Chats Without The Fires welcomes #CXWG2021 captain Annika Bjorck to the podcast. Annika shares her #CXWG2021 story as well as insights from previous games and what she is looking forward to this year.

 

Annika also shares why she thinks her team will win.....(Justin Robbins, James Dodkins, Sharon Boyd, are you listening?.

 

Annika and Neal were both surprised when a special guest joined them with a special announcement. Tune in to find out more...

Continuing the focus on the CX3 book, Fireside Chats Without The Fires are joined by Gregorio Uglioni, a contributing author to the book.

 

As he is also known, Gregorio, or "CX Goalkeeper" talks about his chapter in the book that focuses on a matrix called "Value/Irritant Matrix". Gregorio explains how the matrix (made famous in the Bill Price book, "The best service is no service"), should be used by companies to create a frictionless experience for their customers.

 

We also hear about the 3 enablers, Data, Technology, and Human Beings, and the roles that each of these plays in creating customer experience.