Fireside chats without the fires

Hugh Hessing joins Neal and Paul in today's podcast to talk about customers expectations in the Financial Services industry. Share in Hugh's passion and drive about making things easy for customers and how his 99/3 strategy helped him shape the customer experience (even though he stole the strategy from Bezos...). Neal and Hugh also get into who is the leader when it comes to CX; US or UK? Thank you Hugh for sharing your enthusiasm and insights on all things related to CX!

Join Neal and Paul on today's Fireside Chat as they recall the amazing guests that they have appeared on the podcast these past 5 weeks. They share the knowledge from the guests and which ones stayed with them.

The inspiring Nate Brown joins Neal and Paul for a podcast that focuses on next-generation CX metrics. Listen to Nate share his enthusiasm for CX and how, right now, some companies may be looking at the wrong metrics to truly understand CX impact on their business.

Nate is direct, passionate and, above all, authentic. He speaks from the heart on what CX means to him and how he lives and breathes it, every day. Simply put, a podcast that should not be missed by anyone in CX. We cannot wait to have Nate back. Thank you, Mr Brown, you smashed it!

The simply amazing Stacy Sherman joins the podcast to share her passion for how important on-boarding customers AND employees are. Stacy simply crackles during the podcast and you get drawn into how much she cares about doing the right thing This is unlike any podcast that we have done in past. Sit down, tune in and get ready to be motivated by Stacy.

Listen to the wonderful Jeremy Hyde as he discusses all things customer experience related in the airlines industry with Neal and Paul. Jeremy shares his expert knowledge and passion about the industry with keen insight and some quotes that will make you stand up and notice. A must-listen for anyone in the airline industry or customer experience industry. Thank you Jeremy, you made our day!

In today's episode, author and CX expert, Jeff Toister, joins Neal and Paul to discuss the importance that a customer service vision plays in any organization. Jeff busts wide open a popular myth and shares his CX heroes. This is a must-listen for anyone involved in customer experience. Thank you, Jeff!

Lisa Diehl from Blue Diamond Growers joins Neal and Paul to discuss what to do with all that consumer information. Lisa takes us on her 4-year journey with Blue Diamond Growers and how she has built up a centre of excellence. Lisa shares her thoughts on Chatbots and how this new channel didn't deflect call volume, rather it opened up a new channel for customers who may have otherwise left the company. A superb listen and made even more powerful with all of Lisa's CX heroes being women.

As Lisa says herself "Power to the CX women heroes:

Marie Shubin

Beth Ziff

Leslie O’Flahavan

Susan Baranowsky

Mary Ann Kerr

Kim McMiller

Marjorie Bynum

Victoria Cherne

Cyndee Simmons

---

#CXHero

#chatsfires

#cxconvos

#podcast

#BPOindustry

#BPO

#podcastlife

#podcastdaily #workfromhome

Join Neal and Paul on today’s podcast as they bust some CX/BPO myths, share their CX heroes and discuss the benefits (or otherwise) of not using QA scoring. Is CSAT a good enough indicator on its own? A call is a call is a call, question mark or not?

Neal and Paul continue their discussion on WFM v2.0 in Lions, Tigers and Bears Oh My!! Should members of the senior leadership team spend time with the front line agents? Should tools be created with the customer or the agent in mind? Tune in to hear the discussion, share on some myths that are busted and applaud the CX heroes of the week.

Nick Glimsdahl joins us tonight as we talk about everything related to working from home, and a lot more!