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 4 - "Jenny has another Question" with Jenny Dempsey
    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. 
    56 min
  • Season 2 : Episode 3 - “Learning to tell CX stories with Grace”
    Neal and Paul welcome Kate Brouse to the podcast today. Kate, who is the Partnership Lead at the non-profit NTI group, takes us on a journey like no other we have had on the podcast. Listen to Kate share with a degree of enthusiasm very seldom seen or heard, about her role in the NTI Group and her mission in helping disabled people in the US into the workplace and how 2020 actually played into their strengths.
     
    After this, the next part of the journey is even more awe-inspiring. Kate, with real gusto, shares how story-telling is needed to enhance CX, the power of allowing the customers to "choose their own ending" and how grace is a requirement in CX, no longer a nice to have.
     
    If you only listen to one of our podcasts for the rest of 2021, make sure it's this one.
    34 min
  • Season 2 : Episode 2 - "CX Emotional Intelligence (EI)" with Sandra Thompson

    The guest on today's Fireside Chats Without The Fires podcast is the amazing Sandra Thompson. Sandra is PASSIONATE (yes, in capital letter) about how improving emotional intelligence has a huge impact on CX. Sandra shares the 12 elements that make up EI, her experiences of great CX as a result of better EI (Four Season Hotel), and how EI can move agents away from reacting and to responding.

    Sandra also shares how, in this day and age, everyone needs a Steve, even if it does involve a 3-hour round trip and how the sheer brilliance of Matt Watkinson, author of The Grid,  has encouraged her to increase her knowledge and not to simply accept the status quo.

    And please don't forget to vote for Sandra! https://cxm.co.uk/cxm-vote-poll/cx-stars-2021-influencers/?fbclid=IwAR3H7xb0xLRVBmGAg0e55zCsP__YmzIt-9NiVrjaYEc9ta-G-gI2bnjIzIU

    Check out Sandra's Deck: https://exceedallexpectations.box.com/s/und6npve072bhyn0wz3z8qzvoab5nqq3 

    Sandra's CX Myth:

    Empathy is something that front line staff should ‘do’ with during customer interactions.  MYTH.

    Sandra's CX Quote:

    Matt Watkinson:  The Grid.2017. pg272. ‘The growth potential from acquiring new customers is typically much larger than from improving retention’  

    43 min
  • Season 2 : Episode 1 - "Customer Experience Intelligence"

    For the first Fireside Chats podcast of 2021, Neal and Paul are joined by esteemed author and CX thought leader, Jeofery Bean.

    A passionate and insightful CX warrior, Jeof shares his definition of customer experience intelligence and the role that plays in today's world. He also talks about CX4 (or it is 5) of interactions and, this is a goodie, The Out Of The Box customer experience.

    Charming, knowledgeable, and authentic, Jeof encapsulates exactly what it means to be a CX Champion in this day and age. His drive for advocacy over satisfaction is one that is likely to be the new phrase for CX in 2021. As Jeof says #adovacyiseverything."

     

    Jeof's Books:

    1. Book 1: The Customer Experience Revolution (2012)
  • Book 2: Customer Experience Rules! (2015)  ( https://www.amazon.com/Jeofrey-Bean/e/B006K2L0XI?ref=sr_ntt_srch_lnk_1&qid=1568408844&sr=8-1 )

    • Jeof's CX Myths:

    “That customer satisfaction is the goal.”

     

    Jeof's CX Quotes:

    “Measure what matters to customers”  Dr. Joely Gardner, CEO, Human Factors Research

    “Whether it was positioning in the marketing message, or customer service and support, or upgrades and repairs, Steve Jobs usually said, ‘delay the product so you can fix it.’” Larry Tesler, --former Vice President and Chief Scientist, Apple Computer

     

    Jeof's CX Heroes: 

    • Larry Tesler
  • Don Norman
  • LL Bean
  • Jeff Bezos
  • Scott Cook
  • Jack Dorsey
  • Richard Thaler

    •  

    45 min
  • Season 1 : Episode 38 - "CX Cajon Tab" with Jason Robbins
    Justin Robbins, the brand new Cheif Evangelist at CXeffect, joins the podcast today to share, amongst other things, his new and exciting role at CXeffect. Justin, a fountain of CX knowledge and expertise, shares many of his hopes for 2021 and why he feels that what was once preferred is now expected.
     
    Down-to-earth, thought leader and a CX Hero, it was a joy to be able to have Justin on. His wit, desire, and downright want to do the right thing is something that money cannot buy. Pour yourself a drink and listen to this amazing person share his thoughts on CX.
    34 min
  • Season 1 : Episode 36 - "CX - Where, Why & How" with Vicky Cherne
    This week's guest is the wonderful Vicky Cherne. Vicky is Consumer Affairs Manager at Land O'Lakes and she shares how it's important for anyone working in the CX world to be able to work with different departments to improve CX. Vicky shares, with passion, how she and her team have partnered with various internal groups to understand the customer root cause and then put in a solve.
     
    Humble, insightful and dedicated, Vicky is an absolute gem of a guest. Pour yourself a hot drink and settle down to enjoy this podcast. Vicky smashed it!
    32 min
  • Season 1 : Episode 34 - "Are out-dated Policies & Systems the Cause of Bad Customer Experience?" with Bryan Horn
    Bryan Horn is today's guest on the podcast. Bryan, a twice published author, whose latest book, "Get your stuff and get out!!", joins Neal and Paul to discuss his new book as well as how, in Bryan's opinion, policies are actually detracting away from the employee's ability to give the best possible customer experience. Why does it take three calls to get your refund? How long to wait is too long? Should the word "unfortunately" be banned?
     
    Listen to Bryan share his insights and experiences and how one experience helped shape the title of the book. To find out more about Bryan and his work, "The Customer Service Revolution" and "Get your stuff and get out", please visit his website, https://www.thecsrevolution.com.
    32 min

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