Fireside Chats Without The Fires continues its focus on CX3 with Nick Lygo-Baker joining the podcast to talk about his chapter.

 

Nick, or the CX Mechanic as he is also known by, shares his experience with CX and how he came to understand the need for business to use and adhere to something that he calls "Listening Posts". There are five different types of "Listening Posts", each performing a different function within the business. 

 

They are:-

 

Voice of the employee

Voice of the customer

Voice of the service

Voice of the process

Voice of the market

 

And Nick shares the functions that each of these performs, and why it's important for companies to have all 5.