The CX Guru

In today’s context, nearly all Customer Journeys have a Digital component. The seamlessness of that journey and consistency is so often missed. Today we are in conversation with Jason Cranford Teague, a writer, professor and pioneer in the UX Design space. He shares some insights and ideas on the importance of connecting the journey, building trust in the digital space to maximize the impact to the overall Customer Journey. Too often, the digital experience isn’t fully integrated or isn’t designed for the actual user in mind. Get some ideas to maximize the value you create in the digital customer experience!

Jason is a creative strategist, writer, and speaker who writes and teaches about digital design and development. He is currently the UX Lead at Rivet Logic and teaches classes on experience design at Drexel University.

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In this episode, Colin Crowley shares his experience and successes in innovating Customer Experience for Freshly, a leader in the digital meal delivery category. He touches on the benefits of a well implemented AI, RPA and Offshoring Strategy. Tune in for some ideas on innovating in the digital space.

Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Customer Experience at Freshly, where he directs a 200-person department across five locations in the United States and beyond. He specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, technological innovation, and gold-standard quality and efficiency. Colin is also an award-winning playwright whose plays have been performed across fifteen states, as well as New York City and London.

For more information about Freshly at https://www.freshly.com

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The restaurant industry has been a leader in Service Experience. Professor Alex Susskind from the Associate Dean for Academic Affairs at the School of Hotel Administration at Business, Cornell University shares some great insights and heartwarming stories on how the Restaurant Service Experience can be adapted in these challenging times with some ideas to guide the recovery.

Dr. Alex M. Susskind is a Professor of Food and Beverage Management and the Director of the Cornell Institute of Food and Beverage Management. Professor Susskind is currently serving as the Associate Dean for Academic Affairs at the School. Professor Susskind earned his Ph.D. in Communication from Michigan State University with a specialization in organizational communication and his MBA with a concentration in personnel and human relations. Alex earned his undergraduate degree at Purdue University in Restaurant, Hotel, and Institutional Management and is also a trained chef with a degree in Culinary Arts from The Culinary Institute of America in Hyde Park, New York. Prior to starting his career in Academia, Alex worked as a chef and restaurant operator for both independent and multi-unit restaurant companies in the Northeastern and Southeastern United States.

For more information about Alex at https://sha.cornell.edu/about/directory/instructors/ams76

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To drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization.

Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squirm-free” experiences, she prioritizes delivering value over all else and helps brands clarify their messaging to better connect with customers.

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Dr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic to improve our overall resiliency.

Dr. Leonard L. Berry is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic. Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families. He also is an Adjunct Professor, Faculty of Health Sciences, University of Southern Denmark.

 Professor Berry has published 13 books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. He is the author of numerous academic articles in business, marketing, service, and medical journals.

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In these challenging times, many leaders are questioning the need to invest in Customer Experience. Kunal Chopra shares 4 recent examples that showcase the rapid return on investment in key Customer Experience initiatives and shares some ideas on areas to focus on to maximize value. If you are looking for ideas to maximize the return on investment for key customer experience initiatives, you need to tune in to this episode!

Kunal is a collaborative and results oriented Management Consultant and Transformation Leader. His expertise in Client Centric end-to-end optimization and transformation has been demonstrated in the successful delivery of multiple high impact initiatives for global organizations. With a focus on enabling enhanced client experience delivery, Kunal has optimized complete service delivery models to enhance service, and profitability while mitigating risk by leveraging data, technology, process, human capital and risk management. Collectively he has delivered over $100 million in tangible business benefits for his clients.

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Gwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences.

About the book:Call Center: A Focus on Customer Service

The intent of this book is to create dialogue and spark self-awareness within all parties on how their individual actions impact others. It’s a straight, real-talk book that gives insight on call center dynamics and the practical steps a call center employee must take to succeed on the job. This book will also delve into the obligations of our employers as well as the sometimes unreasonable expectations from our customers—all of which affect the state of customer service. I envision this as an “edutainment” book where employees can receive practical guidance on maintaining a successful career in the workplace in addition to getting a glimpse of the shenanigans some employees will attempt to avoid handling their core responsibilities. It’s a learn and laugh, easy-read book.

About Author:

Gwendolyn Foster Oglesby has more than fifteen years of experience managing the call center teams of various Fortune 500 companies. It was during this time that she realized her passion for customer service and began to cultivate her platform for customer service awareness.

For More Information: https://callcenterthebook.com/

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If you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence, coaching and accountability as levers for Customer Experience. If you haven’t yet picked up his book, I highly recommend reading it!

Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark's primary research areas are service excellence and coaching and he's known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.

For More Information: https://markcolgate.com/

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This week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes.

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A fantastic conversation with Louis Saint-Cyr, an exceptional operational leader that shares his secrets to leadership for great customer outcomes. Louis has held several senior leadership roles across 3 airlines and currently is an Executive Vice President at FMT. He held instrumental roles in the transformation and growth of both Hawaiian Airlines and WestJet. His style of leadership is unique and epitomizes the attributes of a great Customer Experience leader that is able to simultaneously lead through significant change while leading a strong operation. In his words: “When you walk into work every day ask yourself a simple question. Do I have this job because of what I did and I deserve it or do I have this job a privilege?”

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