In this CX eBook, we explore what customer experience means and why now it’s more important than ever. We answer the key questions which can help to create a winning customer experience strategy.

The topics covered:

- Introduction: Why Customer Experience is more important than ever 
- What is Customer Experience (CX)? 
- Why CX is core to business success 
- Case Study: BGL Group
- What makes a great Customer Experience?
- Case Study: HomeServe
- Building the right CX strategy
- Case Study: loveholidays
- Create a Brilliant Customer Experience
- Sabio CX Insights – 5 key drivers for CX acceleration 
- Sabio – your Customer Experience Partner

In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC)  joins Matt and Simon in the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were.   

Connect with Aileen on LinkedIn.

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The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking.

In this podcast, Lisa Steele, Customer Service Director of BGL Group joins Matt and Simon in the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.

Connect with Lisa on LinkedIn.

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In S2. EP8, Martin Schilling, joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.

Connect with Martin on LinkedIn.

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In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.

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In S2. EP6, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon in the pod booth to discuss what the Halo Effect is and how it impacts Customer Experience.

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In S2. EP5, Gerry Brown, The Customer Lifeguard joins Matt and Simon in the pod booth to discuss how CX professionals can turn their strategic aims and goals into a reality.

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In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to discuss her experiences as a CX leader walking in the shoes of the employees.

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In S2. EP4, James Edge, CEO at Landmark Global joins Matt and Simon in the pod booth to discuss his view on the impact COVID-19 has had on the e-commerce and logistics sector.

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In S2. EP2, James Dodkins, Customer Experience Rockstar joins Matt and Simon in the pod booth to explain what Proactive Experience Recovery is and why companies should adapt this into their business approach.

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