Fireside chats without the fires

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. Next up is Jim Tincher!

Sheri Kendall is today's guest on the podcast to discuss the emerging role of psychological safety is playing in the workplace in general and, specifically in CX.

 

Sheri shares the work of Dr. Timothy Clark and his book "The 4 stages of Psychological safety", and how each stage is needed so that employees feel safe and cared for. As Sheri says "We won't get an agent to care for our customers if they don't feel cared for". In this poignant podcast, Neal, Paul, and Sheri discuss how customer service agents are actually "agents of peace", how being "banished from a tribe can feel worse than a death penalty and why, above all else, kindness really matters.

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. First up is Rishad Tobaccowala.

Fireside Chat Without The Fires is proud and over-the-moon to welcome back (yes, he came back), the one and only Jeff Toister. Jeff, who appears as guru Number 7 on the recently published 30 Worlds Best Customer Service gurus, talks us through his new book "The Guaranteed Customer Experience" why he choose to write the book and the pivotal role that a washroom in Texas played (true story).

 

Jeff, as always, intelligent, funny, and down-to-earth, has the rarest of gifts of being able to take a complex topic and break it down into easy-to-understand and execute chucks for us mere mortals. For the Fireside Chats audience, Jeff is offering up a signed bookplate when you buy the book.

 

Click here for your signed bookplate when you buy the book!

Neal and Paul have the joy of welcoming another author from the Qualtrics recently published list of the top 10 books every CX leader should read in 2021. Today, all the way from Finland, the one and only Sirte Philaja joins the podcast. Sirte, one of the authors of Customer Experience 2 and the brand new Customer Experience 3 books, talks about Lego Serious Play (yes, it really is a thing) and how LSP came into being.

 

Sirte explains the huge benefits of LSP, how using LSP correctly is like putting money in the bank, achieving more with less, and the benefit of giving your brain a hand (all of these real quotes from the podcast).  The best way to sum up today's podcast is "Play is not the opposite of work, boredom is".

 

Don't forget to go purchase your copy of the Customer Experience 3 book that was launched today, to gather more insights and knowledge from Sirte and her co-authors.

"Aliens, Golf and Seinfeld on a CX podcast.....YES!!! On today's podcast, the simply amazing Nicholas Zeisler joins Neal and Paul to discuss, well, honestly, all matters related to VOC and how it's being used incorrectly right now.

 

Nicholas, with great enthusiasm and passion, shares why companies shouldn't be using score data, rather, should be using something called "amplification data", and why asking the customers "What do we suck at?" is far more powerful than an NPS score. 

 

If you are ready to enter the new world of CX, then this podcast is most definitely for you!

John Goodman is today's guest on Fireside Chats Without The Fires podcast to talk about Customer Rage. John explains what Customer Rage is, the origins of the report, and how rage has changed since the first report back in 1976.

 

Insightful, packed with relevant information, and easy to understand, John (and the report) shares with Neal and Paul how factors impacting customer rage have changed over the years and what opportunities currently exist to minimize these pain-points.

 

To read and download the report, please click on this link: https://www.customercaremc.com/insights/national-customer-rage-study/

Continuing the recent theme of having authors from the recently published "Top 10 books that each CX leader should read " by Qualtrics, today's guest is none other than Jim Kalbach, the author of "Mapping Experiences - A complete guide to customer alignment through journeys, blueprint, and diagrams".

 

With real passion and enthusiasm, Jim explains the importance that mapping plays in today's world, how important it is that all departments are involved in creating maps and how it is possible to map employment engagement to customer engagement, driving up both key metrics.

On the podcast today, Neal and Paul are joined by author Charlene Li to discuss her latest book, "The Disruption Mindset", which appeared on a recently published list by Qualtrics of the Top 10 that every CX leader should read in 2021. 

 

Charlene will share how the famous Wayne Gretzky saying "Don't stake to where the puck is, stake to where the puck is going to be"  is fast becoming the "motto" of the companies who want to love their current and, as well as their future customers as well as the importance of creating, implementing and using a customer empathy map.

Neal and Paul have the joy to welcome the one and only Jenny Dempsey to the podcast. Jenny, the pioneer of wellness with the contact centre, talks about her experiences with mental health and the series of events that led to Jenny becoming the foremost thought leader in her field of expertise.

 

The second part of the podcast focus on the recent explosion of CX-related jobs, Jenny, in her own unique way, lifts the lid on why this is happening and possible future impacts. 

 

Energetic, caring and just a great person, tune in to Jenny Dempsey on Fireside Chats without the fires and you will not be disappointed