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 1 : Episode 33 - "Customer Effort - How do we Keep it Simple?" with Christopher Drury
    Chris Drury joins Neal and Paul as they discuss all things related to customer effort.
     
    Chris shared his thoughts and expertise on how important it is to make things as simple for customers as possible. Chris talks about the evolution of customer effort score and how making things easy or K.I.S.S can and should lead to long term loyalty from customers. Chris summarizes his approach to customer effort in a simple way: ”People of emotional beings, not logical".
    29 min
  • Season 1 : Episode 32 - "CV vs CX, and Lessons Learned from the IT Service Desks" with Roy Atkinson
    The fascinating Roy (affectionately known as Sur Roy) Atkinson joins Paul and Neal on today's fireside chats without the fires podcast. In a truly enlightening discussion, Sir Roy shares his passion for all things languages and British cars as well his new role with  Clifton Butterfield and how he is working with other companies on their CX. He shares his thoughts on CX vs UX as well as lessons that can be learned from IT service desks (if that even is the correct term these days...)
     
    Roy is a highly respected keynote speaker, author and general all-ground good guy. It was a pleasure beyond words to have Roy on as a guest.
    27 min
  • Season 1 : Episode 31 - "Helping People Help People" with THE Jeannie Walters
    THE Jeannie Walters joins the podcast today to share some amazing insights on CX. The multi-talented Jeannie shares her 4 Cs of CX which was a topic of her recent LinkedIn Live. Jeannie eloquently explains how each of the 4 C's play a pivotal role in CX.
     
    Jeannie is one of the most passionate CX leaders out there and it is a huge privilege and honour to be able to have Jeannie on as a guest. In a first for Fireside Chats Without The Fires podcast, Jeannie shares some free online tools that will be accessible to anyone who is involved in CX. Tune in to find out more
    33 min
  • Season 1 : Episode 30 - "Why the CX World Game Exists" with Christopher Brooks
    Without a doubt, one of the most inspirational podcasts we have had the pleasure to be part of. Christopher Brooks joins today's podcast to share with the wider community why the CX World Games exists. It's thought-provoking, insightful, passionate and, above all else, inspirational.
     
    Christopher leads by example, has a very clear and defined sense of what his "Why" is, and, ultimately, is a man of his word. It really was an honour to be able to have him as a guest and hear the story of the CX games. How it started, how it has grown and all the human interest stories that came out of such a brilliant event. Mr Brooks, stand up and take a bow. It is the very least you deserve.
    38 min
  • Season 1 : Episode 29 - "Experience Matters" with Dan Gingiss
    Dan Gingiss is this week's guest on The Fireside Chats Without The Fires podcast. In an episode titled "What we've learned from the pandemic in terms of customer experience", Dan shares his stories and insights on how companies have had to improve their customer experience due to a shift in customer needs and wants.
     
    Dan shares his passion regarding the positive changes that some companies have taken by using technology to support CX , kerb-side delivery being one, and how he hopes that these positive changes will continue as companies start to return to a "normal". Dan's heartfelt story about CapriSun and the brilliant work they have done during COVID is one for the ages.
     
    Download, tune in and be inspired by a true leader in their field.
    16 min
  • Season 1 :Episode 28 - "Opportunities that can be taken different from the norm in the CX World"

    Matt Watkinson, author of "The Grid" and "The Ten Principles Behind Great Customer Experience" and CEO/Co-founder of Methodical is the guest on today's Fireside Chats Without The Fires Podcast. Matt talks with great detail about his take on CX and which companies, such as Patagonia, have got it right and why they have got it right.

    Matt's rare talent and expert insights allow him to look at opportunities for companies to improve in a slightly different way than the norm. Charming and down-to-earth, Matt has the ability to peel back the layers of the onion and then to pinpoint areas of improvement in simplistic terms.

    34 min
  • Season 1 : Episode 27 -"Ignore your Customers (and they will go away)" with Micah Solomon
    Neal and Paul are joined on today's podcast by Micah Solomon.  He is one of today’s best-known customer service and customer experience consultants. He’s known as “the customer service turnaround expert”–the person whom companies in every industry call on to transform their customer service and build a true customer service culture. 
     
    Micah’s bestselling books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah’s a Senior Contributor to Forbes and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, the Harvard Business Review, the New York Times, and the Washington Post..
     
    On the podcast, we discuss his new book, "Ignore your customers (and they'll go away): the simple playbook for delivering the ultimate customer service experience, a new bestseller
    from HarperCollins Leadership.
     
    Tune in and listen to Micah's insights and experience on everything CX related.
    33 min
  • Season 1 : Episode 26 - "How the tables have turned" with Andrew Gilliam

    We are privileged to welcome Andrew Gilliam on today's podcast. Andrew is a well-known face within the CX industry and is a regular interviewer, so it was great to be able to turn the tables on Andrew and have him as an interviewee. Andrew shares that ICMI will be releasing a report that focuses on the results of the actions taken by companies on front line employees due to COVID. It's a slightly different tack on COVID as we tend to steer away from the C-word, however, ICMI's report is based on insights and comments from real-life employees, rather than just want people "think". Highly recommended listening for anyone in CX fields, regardless of the industry.

    36 min
  • Season 1 : Episode 25 - Employee Engagement 2.0 with the Amazing Mike Aoki!

    Mike Aoki joins Neal and Paul for an in-depth and passionate discussion about all things of employee engagement. Mike shares, with gusto, his thoughts and insights on real-life actionable tasks that people that undertake TODAY that will improve employee engagement in a remote world. Fun, expert insights and passion, what more could you ask for from a podcast. You will want to listen to this, folks!

    34 min
  • Season 1 : Episode 24 - Employee Experience with Becky Roemen

    Listen to the force of nature that is Becky Roemen and her #beckisms as she talks with great passion about the importance of employee experience. Becky shares who the traditional thinking of "Pizza Party Friday" and the ping-pong table in the office is out-dated. --- #CXHero #chatsfires #cxconvos #podcast #BPOindustry #BPO #podcastlife #podcastdaily #workfromhome #CXDoneRight

    25 min

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