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

  • CX Games with Justin Robbins
    As the #CXWG2021 continues into its second week, Justin Robbins joins Fireside Chats Without The Fires to discuss his CXWG story.
     
    As captain of the CX Distributors, Justin shares his Captain's story. What the games mean to him, why he is involved in the games, and what he expects to see (and is getting), from his team.
    15 min
  • Season 2 : Episode 14 - Leading the Customer Experience with Brad Cleveland (PART 2)

    (PART 2)

    Best-selling author, Brad Cleveland joins the podcast today to discuss his new book, "Leading The Customer Experience".

     

    During today's podcast with Neal Topf and Paul Catherall, listen to Brad as he explains who (in his opinion) owns customer experience (will this came as a surprise that it's everyone?), how important having a vision is and why making the mundane interesting is the latest "buzz phrase" but carries weight and importance.

     

    Brad provides some refreshing insights regarding how a longer AHT may actually improve customer experience (yes, how many contact center people are turning away right now?), the need to culture a business culture around customer experience, and why more and more business are understanding that employee engagement is the foundation of customer experience.

     

    In summary, as Brad says "Get the principles in place, and the rest will go away.

    18 min
  • Season 2 Episode 15 - "Experience the experience!" with Bob Azman
    Fireside Chats without the fires continue their journey into the CX 3 book and its authors. Today's guest is none other than Bob Azman.
     
    Bob's chapter in the book is all about the experience and, during the podcast, Bob shares some real-life ideas and suggestions on how to improve the experience as well as common pitfalls to avoid. Using the mantra "stable yourself to the ticket", Bob explains how powerful it is to put yourself in the customers' shoes and explains why trying to understand what it's like to do business with yourself forms the cornerstone for a successful customer experience. With his usual insights and skill, Bob delivers a series of stories (from someone asking if they should build a bulldozer to understanding that there is no difference between B2C and B2C customer experience) that takes what could be a complex topic into an easy to follow guide.
    44 min
  • CX Games with Sharon Boyd and James Dodkins
    In partnership with Limetropy, Fireside Chats Without The Fires present a series of LinkedIn Live events and podcasts to support the amazing #CXWG2021.
     
    Today, Neal and Paul are thrilled to welcoming returning captain James Dodkins and returning, not as a player this time, but as a captain, Sharon Boyd.
     
    Both Sharon and James share what the game means to them, why they are returning this year, and what to expect from the games themselves
    19 min
  • CX Games with Jessica Noble

    Fireside Chats WIthout The Fires is thrilled to be part of the amazing #CXWG2021. Over the course of the games, Neal and Paul will be joined by judges, captains, and players of the teams. 

    Today's guest is Judge (drum roll please....) Jessica Noble.  Jessica explains what the CX games mean to her, why one of the challenges is very close to her heart and, also, shares some top tips for the players taking part...(I think I have said too much already, tune in to find out more...)

    14 min
  • LinkedIn Live Event to Support AMA Ignite Conference with Megan Burns

    Fireside Chats without the fires is extremely proud to be able to support AMA Ignite conference. In a limited series of podcasts, the team and keynote speakers from the conference share their CX expertise and give a little taste of what they will be talking about. On our last episode for this feature, please welcome Megan Burns!

    11 min
  • Season 2 : Episode 14 - Leading the Customer Experience with Brad Cleveland

    Best-selling author, Brad Cleveland joins the podcast today to discuss his new book, "Leading The Customer Experience". During today's podcast, listen to Brad as he explains who (in his opinion) owns customer experience (will this came as a surprise that it's everyone?), how important having a vision is and why making the mundane interesting is the latest "buzz phrase" but carries weight and importance. Brad provides some refreshing insights regarding how a longer AHT may actually improve customer experience (yes, how many contact center people are turning away right now?), the need to culture a business culture around customer experience, and why more and more business are understanding that employee engagement is the foundation of customer experience. In summary, as Brad says "Get the principles in place, and the rest will go away.

    31 min
  • Season 2 : Episode 13 -4 Tools for Successful Employee Engagement with Francesca Tempestini

    Fireside Chats Without The Fires continues its focus on CX 3 with Francesca Tempestini joining Neal and Paul for today's recording. Francesca's chapter in the book focused on tools that should be used for employee engagement. These tools are:- Set Rules Provide Tools Lead by examples Reward. - NOT CASH!! Francesca, who really is the living embodiment of employee engagement, explains, in detail, what each of the tools means and provides helpful, real-life tips on how to implement them in your business today.

    46 min
  • CX World Games with Christopher Brooks
    In partnership with Limetropy, Fireside Chats without The Fires podcast is extremely honoured to support the  CX World Games 2021. To promote the launch of the games and explain why and how the Games started, Christopher Brooks (founder of the Games), joins Neal and Paul on today's podcast.
     
    To find out more, please visit https://www.limetropy.com/the-customer-experience-world-games/
    14 min
  • Season 2 : Episode 12 - Platforms, Communities and Customer Experience with Anna Noakes Schulze
    Fireside Chats Without The Fires continues a series of podcasts focusing on the recently published 'Customer Experience 3" book. Today's guest is none other than platform expert Anna Noakes Schulze.
     
    In today's podcast, Anne explains how the likes of Amazon, Uber, Airbnb, and BlaBlaCar, platform companies,  continue to grow in the current environment, resulting in nearly 60% of all unicorn companies being platform companies.
     
    Anna talks about these type of companies are building different "pillars" of trust, such as drivers and passengers ratings, how the only three choices left for companies today when it comes to platforms, is to build/buy or join, you cannot ignore and that the factors that make a platform successful are value/usability and trust.
    51 min

About Fireside chats without the fires

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Welcome to Fireside Chats Without The Fires, THE customer experience podcast.