Science of CX

Joe is a freelance SEO consultant with more than 17 years experience. He started out as a self taught web designer in the mid-nineties. 

Joe created Mr-SEO in 2004 and became a leader and recognized expert in the SEO community. In 2008 Joe sold Mr SEO to pursue other marketing ventures.

He later took a role at ALM Media as head of SEO, creating marketing strategies for over 30 websites. 

Key Takeaways. 

• Expectation and Experience. The power of Testimonials to drive your sales. 
• Drafting the right SEO strategy for your business. 
• How to differentiate yourself from your competitors. 
• Building trust and reputation with your potential customers. 

Connect with Joe

Website - https://www.joebalestrino.com/ 

Linkedin - https://www.linkedin.com/in/joebalestrino/ 

Twitter - https://twitter.com/joeybalestrino?lang=fi 

Adam Sinkus is Digital Marketing Specialist and a Culture-Driven Leadership trainer and consultant. He’s the host of The Winning Tactics Podcast where he loves to discuss how leaders ultimately drive the culture of a business. 

As a branding strategy consultant , Adam shows companies how to leverage social media and SEO tactics in order to understand their customers better, and increase productivity and profit. 

Key Takeaways. 

• Consumer processes and behaviour. How they’ve changed over the years, and how to focus on value content when marketing online. 
• Storytelling as a way of creating killer content for marketing newbies. 
• How to earn the consumer’s trust by creating content from personal experiences. 
• How to use the great keywords for your business in order to attract the right customers. 
• Pinterest and Youtube; How they differ from other top social media platforms and how to figure out whether they’re the right platforms for you. 

Connect With Adam

Website - https://www.myrooferseo.com/ 

LinkedIn - https://www.linkedin.com/in/adamsinkus/ 

Twitter - https://twitter.com/AdamSinkus 

Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple.

Key Takeaways. 

• Taking care of your agents. Employee satisfaction = Customer satisfaction 
• Machine learning. How to elevate your agents into highly specialized roles by leveraging technology
• Attrition levels in Call Centre Agent roles. Why they're so high, what they cost, and what can be done to reduce them. 
• Empowering your employees with the right tools for work. 

Connect with Michael 

Website - https://www.asapp.com/ 

LinkedIn - https://www.linkedin.com/in/michael-lawder 

Twitter - https://twitter.com/michael_lawder

Email - [email protected]

Today I'm joined by  another interesting guest. Carnellia Ajasin. She is the CEO of Mind Katalyst, an innovation design and strategy technology firm. Carnellia is also a product executive, business advisor, investor and author.

Carnellia and her team help ambitious organizations, nonprofits, and entrepreneurs stay relevant, understand digital trends, emerging technology, and create growth through the development of meaningful and purposeful software and hardware products and services.

She’s held senior level positions at  Oracle DBA at Ernst & Young and Capgemini, leading enterprise-wide technology implementations throughout North America and in Europe. Carnellia has been intimately involved with many emerging technologies and is passionate about supporting the global entrepreneur and startup ecosystem, align, strategize, innovate, execute and expand purposeful tech product ideas.

Key Takeaways

• Carnelia’s inspiration. Intentional building of technology that’s really meant to improve the lives of other people 
• Purposeful and meaningful technology. 
• Cleaning your phone. Making sure you're really being efficient in terms of the type of technology, the apps, and the software that's actually on your devices.
• Things to consider when buying an application. 
• Testing and improving prototype products. 

Connect with Carnellia:

Website - https://mindkatalyst.com/ 

Instagram - https://www.instagram.com/helloiamcarnellia/ 

Twitter - https://twitter.com/CarnelliaAjasin

advertising agencies before opening his own agency. 

As a psychotherapist, Paul has worked with individuals and couples & also consulted with teams and organizations. Specialising in client relationships, he now works internationally to facilitate change between agencies and their clients.

Key Takeaways. 

• Staying in control when it comes to direct relations with your customers. Becoming aware of the power of your negative voice and how to negate it
• Productivity tips. Managing the system and managing the self  for better performance in the new virtual world.  
• Optimism bias and how it blinds people from seeing what the real problem is 
• Rating your performance as a company. 

Connect with Paul 

Website - https://paulcowan.com/ 

LinkedIn - https://www.linkedin.com/in/paul-cowan-154208/ 

Book - https://www.amazon.com/Connecting-Clients-rewarding-longer-lasting-relationships/dp/0857198599 

Tab pierce is a mentor, speaker, and the president of Caliber Security Partners; an organization that helps businesses transition past their barriers to growth, protect their business assets, and recover after a breach or data loss. 

In today’s episodes, Tab shares how his company was faced with a $750,000 debt after a series of bad business and personal decisions. Tune in and find out how Tab was able to overcome his impossible life and business situation through disciplining his mind into positive thinking. 

Key Takeaways. 

• How to set your parameters for the day, and handle your to do list.
• Relationship building. How creating real, genuine relationships proved to be Tab’s saviour in his time of need. 
• Prudence. Why it’s important to analyse your options before making big financial decisions. 

Connect with Tab Pierce. 

LinkedIn - https://www.linkedin.com/in/thetabpierce/ 

Website - https://www.tabpierce.com/ 

Amazon - https://www.amazon.com/Tab-Pierce/e/B088PBKHJ9%3Fref=dbs_a_mng_rwt_scns_share 

David is an entrepreneur, professor, Keynote speaker, and the author of a best selling leadership book; The Trust Edge.  His work has been featured in prominent publications including Fast Company, Forbes, New York Post  and more.

David also runs Trust Edge Leadership Institute whose mission is to develop trusted leaders and organizations. 

Key Takeaways. 

• The business definition of trust, and why it can be your best marketing strategy. 
• The 8 pillars of trust. Growing people and organizations through research, consulting, training and actionable resources. 
• How to be a monopoly and remain at the top
• The importance of clarity and how companies can use it to build trust among their customers
• How to internally address the issues of lack of trust between; a. The customer and the company  and b. The company and its employees

Connect with David

LinkedIn - https://www.linkedin.com/in/dhorsager/

Instagram - https://www.instagram.com/davidhorsager/

Twitter - https://twitter.com/DavidHorsager

Website - https://davidhorsager.com/

Ruben Ugarte is a Data and Decision Strategist. He’s also the author of the Data Mirage: Why Companies Fail to Actually Use Their Data. 

Passionate about helping small businesses and entrepreneurs leverage the power of data, Ruben has helped over 75 medium-sized and large enterprises use data to make higher quality decisions. Decisions that result in significant performance boost, increased profits, and team building. 

Key Takeaways

• Maximizing the data assets you have. Using your data the right way so you can optimize your output. 
• Making your data easily accessible to your team. 
• Rating your organizational structures from a scale of 1-10 based on 5 Factors: technical expertise, probability thinking, alignment with Business strategy, the role of Technology, and the decision making process. 

Connect with Ruben

Website -https://rubenugarte.com/ 

LinkedIn - https://ca.linkedin.com/in/rubenugarte 

Twitter - https://twitter.com/ugarterd?lang=en 

Book - https://www.amazon.com/Ruben-Ugarte/e/B08VRJR7N9%3Fref=dbs_a_mng_rwt_scns_share 

Brian Bergford is what many would call a Personal Performance Magician. He specializes in performance psychology, and coaches and develops customized performance systems for his clients.

Brian is also an athlete, speaker, and an entrepreneur who owns three successful businesses. 

His experience working with clients throughout the years has proven his thesis that mindset mastery through mental training is crucial for world-class performance. 

Key Takeaways. 

• The self-mastery process. The key to solving your own problems, and why you need a performance coach to help accelerate the process. 
• The key role that competitors play in fueling our ambitions. 
• How performance, culture and customer experience cross paths. 
• Communication and Ethnography. How to adapt yourself to your client’s needs in order to understand and serve them better. 
• Benchmarks and Milestones - How to actively track your goals. 

Connect with Brian

Website - https://www.bergfordperformance.com/ 

Facebook - https://www.facebook.com/bergfordperformance 

Instagram - https://www.instagram.com/brianbergford/ 

Twitter - https://twitter.com/brianbergford 

Linkedin - https://www.linkedin.com/in/brian-bergford-35158912b/

Tim Creasey is the Chief Innovation Officer at Prosci. He’s a dynamic speaker, researcher and thought leader on managing the People Side of change; in order to deliver results and outcomes.

Key Takeaways. 

• Getting to define and understand the main concept behind change. 
• The phases involved in change, and how to utilise them in order to better yourself, your team, and your organization. 
• Involuntary digital transformation. How the world has been forced to adapt to the socio-economic changes brought by covid.  
• Reflecting at how business operations were scrambled with some yet to recover. 
• Taking a more detailed look at how organizational processes and cultures were scrambled as a result of covid back in 2020 when businesses were closing. 
• Re-imagining a modern workplace post covid. 
• Figuring out whether or not the 'where & when' of  your business matters. 

Connect with Tim

Website - https://www.prosci.com/ 

LinkedIn - https://www.linkedin.com/in/timcreasey/