Poland Technology

How Do We Establish A Workplace Environment Where Employees Feel And Believe They Can Thrive? One where daily routines are engineered so that less confident, feel happy to contribute? I’m joined today to discuss this topic with Hans Donckers. Hans is CEO and Co-founder of two companies JiGSO and Beanmachine. The latter being a consultancy firm in Organisational Development and HR. He states that when addressing diversity and inclusion in the workplace today, we must look beyond more traditional issues of gender equality for example. When shy people feel safe and comfortable in the workplace the personal risk associated with speaking up becomes lower, therefore the richness and contributions of everyone are captivated. More sharing leads to a collective team win which is a company win! Excellent ideas for anyone seeking to nurture a fair and safe place by prioritising diversity and inclusion. Check out our conversion to learn more....

In any consumer-focused business, you’re asked to deal with more requests, more expectations, and faster conversion, every single day. To meet this staggering challenge, chatbots are rapidly becoming a must-have to drive efficiency, and truly multichannel with the power of conversational AI. To discuss more about this, I’m delighted to be joined by Amy Behbehani - Senior Director, Customer Service, and Operations at Uplift. With years of experience in building call center strategies and initiatives across different platforms Amy has experienced and seen it all in the fascinating world of chatbots. Check out Podcast to learn how Amy is using chatbots to interact with customers up to 500 times a day...

It really is all about the customer journey! In a report from Accenture in which they surveyed 8000 consumers around the world, 91% of those polled said that they are more likely to do business with brands that remember, recognise, and provide them with relevant recommendations and offers. There can be no personalisation without data. Never before has process and technology been such a critical element in improving CX and increasing customer lifetime value.

I’m delighted to be joined by Rory O’Brien, Director of Customer Experience at Tonkean.  Together we look at the specific areas where leveraging technology boosts a company’s CX efforts. From data collection and interpretation to tracking and adjusting CX action, to chatbots in real-time. Let’s get straight to it then, enjoy the show!

How can we build a highly proactive Customer Experience? One which reduces and potentially eliminates tickets or issues on the customer support side of the business? This is exactly what my guest speaker today discusses. Niloy Chakravarty is the Director of Global Customer Support at Parsable. Since joining Parsable Niloy has identified the right model to secure future success. Creating a proactive customer experience has become his key goal, capturing and acting upon the customer's voice to avoid any later difficulties. Niloy shares this journey of moving from a reactive to a proactive model, what obstacles he met along the way, and the crucial role of data in setting any company on the road to customer experience excellence. Enjoy the show!

Creating a great customer experience for your business requires more than just good customer service. It requires getting to know your customers and how they use your product and this is exactly what my guest speaker has achieved.

I'm joined by the Head of Customer Success at Avatour, Parul Vij Chopra. She describes how they built the customer journey for their new product segment, a 360° view experience, a platform, which enables remote collaboration designed for site meetings.

Parul highlights two key features which enhance the customer journey. How the customer deploys the product and the value add it delivers. Capturing and analysing this information effectively has become the secret sauce for not only enhancing the customer experience but also developing a superior product. It wasn't all plain sailing and Parul shares with me some difficult challenges such as understanding the deployment process across many industries and just how they achieved success here. Check out our podcast to hear more fascinating insights on building a customer journey.

Parul's team is happy to answer any queries you might here via this link.

Companies are continuously searching for ways to improve customer satisfaction. Naturally, technology plays a critical role here. It can be the latest and greatest technology in the market but it also needs to be optimised to ensure happy customers.

I speak to Franklin Bruscianelli, Director of Sales Operations and Customer Service at IPwe, a platform for blockchain-enabled IP transactions. Franklin explains how working in this fascinating and innovative environment has enabled him to utilise the best technologies and solutions to address his customer’s needs.

Tune in to discover his winning strategies :-).

User experience has become the face of a company’s brand and one of the key differentiating factors in distinguishing one brand from a competitor. An exceptional customer experience, can lead to better customer loyalty and ultimately, market dominance.

In this week's podcast I welcome back Tomas Sallies, Head of Customer Experience, PagoNxt. In our previous episode, Tomas shared his experience on how to achieve a better online CX in B2C. Now he returns to discuss his latest challenge in building a B2B CX from scratch with a new Fintech company. We look more closely at the challenges Tomas is facing, how he is overcoming them and finally, how he strives to change the B2B experience. Tune in, enjoy!

Faced with challenging budgets, reduced headcounts, and increasingly complex client queries, how is CX evolving to meet these challenges?

In this week's podcast, I speak to Jennifer Castillo aka JC, director of customer support at DocNetwork.org. JC successfully supports more than 450,000 customers with a very small team and a little help from technology 🙂. This is no mean feat, how exactly is she doing it? Tune in to learn more!

A holistic customer experience is really knowing what your customer's meaningful business results are. Ultimately, this leads to customer loyalty and long-term relationships. Providers want to build such relationships and customers don’t want the costly expense of changing to a new provider.

In this week's podcast, I interview Seth Johnson, Head of Customer Experience at LearnUpon. Seth has a wealth of experience in this sector, and he outlines the critical importance of understanding the one thing that matters to customers.

Seth describes how everybody in every function across the organisation contributes to the customer experience, he outlines some interesting challenges he has encountered and how he overcame such difficulties. Finally realising that the customer’s needs and expectations are constantly evolving and actively discovering these needs are key to the holistic CX.

Check out the podcast for this fascinating insight into the value of a Holistic CX as Seth shares some of the strategies he has deployed and how technology has helped in supporting this.

In this week's Podcast, I check out the latest retail data trends including retail media networks, which has recently seen ad revenues of $31.1 billion for Amazon and $2.1 billion for Walmart in 2021.

How has the retail landscape changed? How are brands adapting and why are retail media networks key to the future of retail are some of the questions I pose to Oliver Klander, Commercial Lead at LiveRamp.

Join us to hear more about the leading retail trends to watch in 2022.

#data #podcast #media #retail