Science of CX

Hannah Steiman is the Chief Operating Officer at Peak Support, a company that specializes in building and managing dedicated teams of customer service agents to high growth companies in a wide variety of industries. Including; SaaS, e-commerce, Social Media, Business services, Transport and so much more. 

She was the 1st American higher for the company, which was founded by her husband Jonathan in 2015, and they’ve ever since worked harmoniously together to exponentially grow the company. 

In the episode, Hannah and I discuss; 

• The procedures at peak support which guarantees better customer experience for their clients 
• How to make outsourced agents part and parcel of the inhouse team
• Covid 19 and how it’s impacted the customer experience world
• How to evaluate an outsourcer. 
• Active management:: Taking responsibility for the power and access that outsourcers have. 
• Key performance indicators and how to hit your goals step by step
• Top to bottom participation in customer satisfaction. 

Connect with Hannah

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

Email- [email protected] 

Website - https://peaksupport.io/

Brenton is a customer experience advocate, and New Zealand’s first ever accredited CX Specialist. He’s also a podcast host, and a creator of good music. 

In the episode today, Brenton and I discuss; 

• The empathic side of CX. Getting in touch with real feelings to create emotional connection with the individuals. 
• The Customer Journey Map which is based on the dopamine reward pathway
• Getting customers from purely assessing mode to become advocates of our product
• Working choice vs expectations
• How cx is changing relative to Digital Transformation that the world is undergoing
• How people are becoming more and more outcome oriented when it comes to fulfilling our terminal desires
• How technology is bridging together the old world and the new world

Connect with Brenton 

Linkedin - https://www.linkedin.com/in/brentonmwebber/detail/contact-info/ 

Twitter - https://twitter.com/halftimeorange2 

Website - https://www.halftimeorange.co.nz/ 

Sujan Patel

In his 14-plus years as a marketer and entrepreneur, Sujan Patel has helped hundreds of companies boost online traffic and sales and strengthen their online brand reputation. Patel is the co-founder of Web Profits and Mailshake.

Some of the topics we cover in today’s episode include;

• Sujan’s entrepreneurial journey. The obstacles he’s incurred along and his inspirational founding and growth of Mailshake. 
• How to empower customers, and also turning to CX as an alternative to marketing. 
• Solving customer problems by understanding friction points in their purchase journey. 
• Getting to the root cause of major operation blocks in your business
• What to do and what not to do when  designing products or services. 

Connect with Sujan

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

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

YouTube - https://www.youtube.com/c/sujanpatel 

Website - https://sujanpatel.com/

Filippo Lovotti is a User Experience and Design Leader passionate about growing UX talent and driving UX vision. For the past 15 years, Filippo’s main focus and attention has been on solving user’s problems through innovation. 

At Zappos, Filippo is head and leader of the internal customer service UX team, where he works to create products and solutions to satisfy the end clients. 

In the episode, we talk about; 

The problem solving aspect of UX

How demographics are a key factor in understanding customers. 

Leveraging quantitative and qualitative data to analyse and solve customer problems. 

The operations at Zappos, and the secrets behind the world famous customer service team. 

Connect with Filippo. 

Linkedin - https://www.linkedin.com/in/filippoandrealovotti/?locale=en_US 

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

Podcast - https://theindustryofux.com/ 

Website - https://filippolovotti.com/ 

Bharat is the founder of Veristrat, and the host of What's it Worth? A YouTube channel that helps individuals understand valuations so they can maximize their returns.

Bharat has been a Business Valuation expert for more than 20 years, and has valued assets in real estate, industrial, personal property and financial assets. 

Some of the topics we discuss in today’s episode include;

• Bharat’s process of valuing a business
• Why Cash Flow is the core agenda in determining the worth of a Business. 
• Leveraging Customer Satisfaction to build a large network of consumers. 

Connect with Bharat

Linkedin - https://www.linkedin.com/in/bharat-kanodia-asa/ 

Twitter - https://twitter.com/bharatkanodia1?lang=en 

Check out his great videos on YouTube - https://www.youtube.com/c/WhatsitWorth/featured 

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

Dennis Moseley-Williams is an Experience Economy Specialist. He helps organizations in understanding the vital role that experience plays in the global economy. 

A highly sought speaker, Dennis enjoys talking about how experiences can be crafted, and staged so that they can entice, educate, satisfy and transform. He’s the author of Serious Shift; A guide book on how the experience economy can be adapted to the financial services industries (But it can still be applied in other niches)

In the show, Dennis and I dive into the topics of; Transformation Economy, Experience Economy, and how they all relate in creating a personalized experience for your customers. 

Connect with Dennis

Linkedin - https://www.linkedin.com/in/dennis-moseley-williams/?originalSubdomain=ca 

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

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

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

Kelsey Budd is the Group Director of Sales and Customer Experience at Surfacide. 

Surfacide is an organization that focuses on UV disinfection technology. It uses UV light to inactivate dangerous pathogens in order to ensure that they’re not the source of disease transmission amongst staff members or customers. 

The main theme of the show today is about safety, and why it’s important to ensure that employees and clients feel safe when they’re in physical contact with your business premises.

Other key topics discussed include:

• How to be empathetic when dealing with employees
• Agility as a key factor in organizational growth
• Ensuring customers are well trained when handling unfamiliar technology

Links Mentioned

https://www.surfacide.com/ 

Ben Motteram is a Customer Experience consultant based in Melbourne, Australia. He’s been a part of and helped leading brands in Australia in CX based projects like; Customer insights, employee engagement and company culture. 

To be a world class CX organization, then you have to lead by example. Join in as Ben and I discuss the tips and strategies used by organizations like Amazon, Apple, and IKEA to stay at the top of the pack. 

Links

Ben Motteram - What Sets the Best Customer Experience Companies Apart? (https://www.cxnetwork.com/cx-experience/articles/what-sets-the-best-customer-experience-companies )

Connect with Ben

Website - http://cxpert.com.au/ 

Twitter - https://twitter.com/CXpert 

Linkedin - https://www.linkedin.com/in/benmotteram/?originalSubdomain=au 

Brian Kale is the director of customer success at Bank Novo; a banking platform that’s ushering small business banking into the modern age with easy-to-use tools for businesses on the go. 

Since Covid hit, the world has slowly been adapting to the new economic environment. Freelancers, startup founders, and small business owners have been opening bank accounts to effectively handle their everyday finances from the comfort of their homes. 

On the show today, Brian helps us understand why it’s important to design a company based on the customer’s needs, and why focusing on empowering the customer is more important than regularly contacting them. 

Brian also explains the vital role that every employee plays in ensuring customer satisfaction, and continued innovation in a business or start up. 

Connect with Brian

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

Twitter - https://twitter.com/brianwkale 

Website - https://www.banknovo.com/ 

Roman is a product innovation and design leader focused on creating products and services that open financial opportunities and protect the identities of consumers. 

He has 15+ years of experience in Consumer-facing applications and B2B solutions, both on-premises and in the cloud. 

As the host of UX Like Us Podcast, Roman enjoys mentoring others and sharing his knowledge and experience. Listen in as he discusses and shares invaluable tips and tidbits on what it’s like to consider customer insights and opinions when designing and marketing UX based products and services. 

Connect with Roman

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

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

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

Podcast - https://itunes.apple.com/us/podcast/ux-like-us/id1362088405