Talking CX

Scott Gilbey, the Experience Handyman, brings decades of experience in increasing leadership roles. In the past two years he has injected himself into the front line of companies he admires such asLow es, Delta Airlines, Home Depot, Ace Hardware and Collier County Public Schools Florida.

With a book upcoming he joins us to discuss his decision to understand how customer and employee experiences work. His adventures are sometimes serious and sometimes funny, and always insightful.

Small businesses often fight to capture and sustain customer attention against huge global giants with thousands of employees and millions of dollars or pounds, yen, yuan or riyal to invest.

 But it is often the small and unexpected things that makes the biggest differences.

 Which is where Allison, “the IVR Voice" can help.

 It is a well know customer experience truth that first impressions count, and for many customers that first impression is the voice on automated phone system that invites you to leave a voice mail or hold on or helps you get directed to the person you really want to talk to.

 We discuss with Allison how her unique talents will change your perceptions of this experience forever.

You can find lots of IVR and phone system design tips and tricks online and by checking out the links below.

• Find more Allison demos here 
• If you want to learn how to program in VXML you can find that here  (VXML is a programming language that allows you to build voice IVR’s like XML websites and even align your IVR and your website)
• For those old enough to remember here is Seinfelds Kramer Moviefone Man IVR Auto Attendant 
• And finally one of my favorite IVR comedy sketches 

What if a robot could help you as a business owner do one small customer experience thing? And what if that thing was a very human and personal experience for your customers...one that's associated with a time long before email conquered the world?

That one small CX thing? Say thank you! And do it in a simple way that expresses your authentic self. 

We discuss how with Rick Elmore, founder and CEO of Simply Noted , an amazing company and solution that we think every small business (and a lot of larger ones) should use. Simply Noted, with 400,000 website users per month, provides a powerful, low cost but high impact AI experience - a transformation solution providing handwritten notes.

Highlights

• Rick's spectacular personal journey from University Arizona football player to an MBA who founded a tech startup.
• How handwritten notes transform experiences.
• Some of the robot, machine learning and artificial intelligence innovations, including 6 pending patents, that Simply Noted has pioneered.
• How people who receive a printed pseudo hand written note know that it isn’t real and the impact on their customer perceptions.
• What Simply Noted does to avoid all these issues.

read more here

Kicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humblest of beginnings to a highly successful, 5-star rated local business.

Shannon shares herb insights on:

• How transforming their customer waiting area can transform your customer experience
• The more recent impacts of texting to share inspections and approve required repairs (and soon upcoming, ‘pay by text’)
• Why sometimes your customer just needs a ride home while their vehicle is being repaired
• The power of outsourcing to allow you to focus on what really matters
• How keeping a customer’s repair history available to them at any time, for example when they go to sell the vehicle, can cement customer loyalty.
• How their partnership with Napa has enabled their and supported their customer experience transformation.

Resources

We return with Nicolette Wuring, respected European CX practitioner leader and author of Customer Advocacy, a critical bok in the library of any CX passionate. Nicolette shares more stories about CX in her region. Plus - all you need to know about Krokettan!

Find Resources Here

Join us and our guest Nicolette Wuring in a new episode from the CX Around The World series. She is from the Netherlands and is the author of Customer Advocacy, a must read for any CX professional.

From her earliest career as a flight attendant to her most recent position as the first Head of Customer Experience at Liberty Global in Amsterdam, Nicolette is a champion for the creation of safe and brave spaces for people on the front line to do the right thing.

In this first of two podcasts, Nicolette will explain why that is of such great importance.

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Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.

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Neal Burge is the founder and CEO of Cognopia, a renowned leader in data driven transformation. With 11 years residency in Singapore he joins us to discuss his outside in view on how Singapore culture and customs drives best CX practices and makes CX in Singapore unique.

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In the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on the 5 top trends that every CX Professional would be wise to pay close attention to in 2022.

Whether familiar or relatively new, each trend will play a key role this year in Central Europe and beyond.

1. Real time cx analytics
2. Problem solving matter more than ever
3. Omnichannel is not an option
4. Hyper personalization
5. The rise of Employee Experience

Find Resources Here

In the first of this two part series with Gurol Kurt, founder of Alterna CX, we discuss real world CX stories of Central European companies and Gurol's approach to CX Strategy. He explains how CX in Central Europe differs from the US and yhe lessons he's learned that can apply in any market.

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