The Global Xperience

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Episode Summary:
In this episode, we chat with Dan Gingiss, a customer experience expert and keynote speaker, about the pivotal role of social media in customer service. Dan shares his journey from corporate America to becoming a thought leader in customer experience, emphasizing the importance of engaging with customers on social media platforms. We delve into the value of creating memorable "wow" moments versus maintaining consistent service, and Dan provides actionable insights for brands to improve their customer interactions. Additionally, Dan shares some personal anecdotes, including his surprising stint as a singer at major league baseball games and his connection to famous 80s movies.

Key Highlights:

1. The Evolution of Social Media in Customer Service: Dan discusses how social media has transformed customer service by giving customers a powerful voice and brands a direct channel for engagement.
2. Importance of Omnichannel Approach: The need for brands to be present on various social media platforms like WhatsApp, Instagram, and Facebook Messenger to meet customers where they are.
3. Creating 'Wow' Moments: Balancing between consistently good service and delivering unexpected, memorable experiences that turn customers into advocates.
4. Fixing Pain Points: The significance of addressing common customer complaints and issues to improve overall satisfaction, as exemplified by Dan's experience at Discover.
5. Inspiration Beyond Industry: Encouraging brands to look outside their industry for innovative ideas to enhance their customer experience.
6. Personal Touch: Dan’s unique tactic of singing during his keynotes engages and surprises his audience, demonstrating the power of unexpected positive experiences.
7. South African Trivia: See how well Dan knows South Africa.

Extra links or connect with guests:

• Website: https://dangingiss.com/
• LinkedIn: https://www.linkedin.com/in/dangingiss/
• Instagram: https://www.instagram.com/dgingiss?igsh=cXZrbzJ6cWszbjZy 

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Episode Summary: 
Join us as we dive into the critical aspects of customer experience with David Avrin, a leading expert, speaker, and author of "Why Customers Leave (And How to Win Them Back)." David shares his journey from observing rigid organizational policies to becoming a customer experience advocate. In this episode, we discuss practical strategies to simplify business processes, the importance of leadership in driving customer-centric change, and how businesses can future-proof themselves by being ridiculously easy to do business with.

Key Highlights:

1. The transition from rigid policies to customer advocacy.
2. The power of using everyday examples to illustrate better business processes.
3. The necessity of CEO buy-in and leadership-driven initiatives to embed customer experience in the company’s DNA.
4. Simplifying processes for better customer engagement.
5. Importance of flexibility.
6. Aligning business operations with customer expectations and remaining competitive through continuous improvement.
7. Trivia and fun facts, Avrin participates in a South African trivia quiz and shares interesting facts about his birthplace. 

Connect with David Avrin:

• Website: DavidAvrin.com
• LinkedIn: David Avrin
• Twitter: @DavidAvrin
• David Avrin's Book: "Why Customers Leave (And How to Win Them Back)"

Extra Links:

• Other Books by David Avrin: "Invisible Advantage"
• https://www.davidavrin.com/books 

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Episode Summary:

Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Coleman is a customer experience expert, speaker, and author of the bestselling books "Never Lose a Customer Again" and "Never Lose an Employee Again." With a wealth of experience spanning numerous industries and countries, Joey brings a unique perspective to the world of customer service and retention.

Key Highlights:

1. Understanding the science behind buyer's remorse and its impact on customer satisfaction.
2. Exploring memorable customer experiences across different countries and cultures.
3. Tips for businesses to address buyer's remorse and reaffirm customer decisions.
4. Joey's personal experiences and insights from traveling to 54 countries worldwide.
5. The importance of aligning customer service with brand philosophy and employee capabilities.

Connect with Joey Coleman:

• Website: JoeyColeman.com
• LinkedIn: Joey Coleman
• Twitter: @thejoeycoleman
• Joey Coleman's books: "Never Lose a Customer Again" and "Never Lose an Employee Again."

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Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the African context. Olga shares her wealth of experience, insights into the African market, and stories that highlight the continent's dynamic approach to customer experience.

Key Highlights:

1. Introduction to Olga Potaptseva and CX Panda: Discover Olga's journey into customer experience and the creation of CX Panda.
2. Customer Experience vs. Customer Centricity: Understanding the difference and how they complement each other in business strategy.
3. The Role of Leadership in Fostering Customer Centricity: Insights on achieving company-wide customer centricity through leadership support.
4. CX in Africa - Insights and Trends: An exploration of customer experience trends in Africa, including digital transformation, financial inclusion, and the importance of localizing customer experiences.
5. The Power of Resilience and Adaptability in African CX: Learn how African businesses and consumers adapt to challenges, making the continent a hub of innovation and growth.
6. Supporting Small Businesses through Customer Experience: Discussion on how small businesses can compete by offering personalized customer experiences and the challenges of scaling customer centricity.
7. South African Trivia with Olga: A fun and educational trivia segment testing Olga's knowledge of South Africa.

Resources Mentioned:

• CX Panda - Olga's CX knowledge base platform

Connect with Olga:

·       LinkedIn: https://www.linkedin.com/in/olga-potaptseva/ 

·       Website: eucustomerconsultancy.com 

·       YouTube: https://www.youtube.com/@cxpanda 

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Episode Summary:
In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way businesses interact with their customers and employees.

Key Highlights:

1. Jonathan Hawkins: Learn about Jonathan's background as a lecturer, and serial entrepreneur, and his role at Anthrolytics.
2. Anthrolytics - Fusion of Behavioral and Data Science: Discover how Anthrolytics uses behavioral and data science to predict customer and employee behaviors and emotions.
3. The Importance of Empathy in CX and Employee Engagement: Jonathan emphasizes the significance of empathy in creating positive customer experiences and enhancing employee wellness.
4. Digital Empathy at Scale: Explore how Anthrolytics enables businesses to apply empathy digitally and at scale, improving interactions with customers and employees.
5. The Contact Center Environment: Insights into the challenges faced by contact center agents and how understanding their emotional state can lead to a better work environment and customer service.
6. Fun South African Trivia: Jonathan takes part in a South African trivia quiz, showcasing his knowledge about the country.
7. Wild Turkey Encounter: A lighthearted story from Jonathan about encountering wild turkeys in Massachusetts.

 Learn more about how to infuse empathy into your business processes by following Jonathan Hawkins on LinkedIn and visiting Anthrolytics' website (links in show notes). 

Resources Mentioned: 

·       Anthrolytics Website: https://www.anthrolytics.io/ 

Connect with Jonathan Hawkins:

·       LinkedIn: linkedin.com/in/jonathan-anthrolytics 

·       YouTube: https://www.youtube.com/@DigitalEmpathy

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Episode Summary:
In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from global experiences.

Key Highlights:

1. Introduction to Dennis Wakabayashi: Dennis shares his background, including his roles as a customer experience consultant and podcast host of 'CX in the Wild' and 'The CX Tea Show'.
2. Dennis' Journey to CX: Discover how Dennis' early life experiences shaped his interest in customer experience and human interactions in business.
3. Insights on South African Call Centers: Dennis discusses his views on the unique aspects of call centers in South Africa, emphasizing their empathy, resilience, and impact on the global economy.
4. Gratitude and Ubuntu in CX: Explore how gratitude and the concept of Ubuntu play a crucial role in the effectiveness of South African call center agents.
5. CX Predictions for 2024: Dennis shares his predictions for the future of CX, including the standardization of CX business practices and certifications.
6. Dennis' Podcasts: Learn about the spontaneous and unscripted nature of 'CX in the Wild' and the innovative approach of 'The CX Tea Show'.
7. Trivia and Fun Facts: Dennis participates in a South African trivia quiz and shares interesting facts about his birthplace - Denver, Colorado.

Connect with Dennis: 

·       LinkedIn: linkedin.com/in/denniswakabayashi

·       YouTube: https://www.youtube.com/@cxcreator

·       Website: denniswakabayashi.com

·       Instagram: instagram.com/whatisdennisdoing

·       Twitter: twitter.com/cxcreator

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Episode Summary:
Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host.

Key Highlights:

1. Introduction to Stacy Sherman: Discover Stacy's multifaceted roles and her journey in the world of customer experience.
   
   
2. The birth of Doing CX Right: Learn how Stacy's small blog evolved into an influential platform for sharing actionable CX tips and insights.
   
   
3. Empowering customer service agents: Stacy emphasizes the importance of empowering customer service agents and the impact of leadership on agent performance and job satisfaction.
   
   
4. Challenges in delivering effective CX: Stacy discusses common challenges in the contact center space, including agent attrition and the need for continuous training and support.
   
   
5. Digital empathy and AI in CX: Explore the role of AI in enhancing empathy in customer interactions and improving the efficiency of CX processes.
   
   
6. Predictions for the future of CX: Stacy shares her vision of a future where humans and AI collaborate to deliver exceptional customer experiences.
   
   
7. Stacy's ideal customer service experience: Gain insights into what constitutes excellent customer service from Stacy's personal experiences.
   
   
8. Segment: South African trivia: We test Stacy’s knowledge of South Africa!

Connect with Stacy: 

• LinkedIn: https://www.linkedin.com/in/stacysherman/ 
• Podcast: DoingCXRight.com/Podcasts 
• Blog: DoingCXRight.com/Blog 
• Amazon Books: amazon.com/author/stacysherman 
• YouTube: https://www.youtube.com/@doingcxright
• News & Media: doingcxright.com/news-media

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Episode Summary:
In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Understanding."

Key Highlights:

1. Introduction to Annette Franz: An overview of Annette's extensive career in customer experience and her work with CX Journey.
   
   
2. Inspiration Behind Her Books: Annette reveals what motivated her to write "Customer Understanding" and "Built to Win," focusing on the importance of a customer-centric culture.
   
   
3. Impact of Employee Experience on CX: Discussion on the crucial role of employee experience in shaping customer interactions and business success.
   
   
4. Importance of Effective Communication: Annette shares personal experiences to highlight how communication is key in both employee training and customer interactions.
   
   
5. Customer Journey Mapping: Insights into the process of customer journey mapping and its importance in understanding and improving the customer experience.
   
   
6. Connecting Employee and Customer Experience: Annette emphasizes the interconnectedness of employee and customer experiences and how focusing on one benefits the other.
   
   
7. Cultural Foundations of CX: The critical role of organizational culture and leadership in establishing and sustaining effective customer experience strategies.
   
   
8. Segment: South African Trivia: Annette participates in a South African trivia quiz and shares interesting facts about America.

Resources Mentioned: 

• Link to her books “Built to Win” & “Customer Understanding”: https://annettefranz.com/books/

Connect with Annette: 

•  LinkedIn: linkedin.com/in/annette-franz
•  Website: cx-journey.com/ 
•  Personal Website: https://annettefranz.com/

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Episode Summary: 
In this enlightening episode we sit down with the renowned Shep Hyken, a leading voice in customer experience, New York Times bestselling author, and keynote speaker. Shep shares insights beyond his CX expertise, including his hobbies and the philosophy that shapes his approach to customer experience. Dive deep into Shep's journey from performing magic shows at a young age to becoming a CX legend; his perspective on the evolution of customer service and his predictions for the future of CX.

Key Highlights: 

1.     The man behind the CX expert: We touch on Shep's hobbies, including playing
guitar, performing magic tricks, and playing ice hockey, underscoring the
importance of fun in life and work. 

2.     A journey into customer experience: Learn how Shep's early experiences with
magic shows laid the foundation for his customer service philosophy,
emphasizing appreciation, feedback, and continuous improvement. 

3.     Shep's literary contributions: Explore the motivations and key takeaways
from Shep's books, particularly "I'll Be Back", focusing on the
importance of customers returning as the ultimate metric of business success. 

4.     Adapting to technological advances: Shep discusses the significant impact of AI
and generative AI on customer service, predicting increased comfort and
adoption among consumers in interacting with AI-driven services. 

5.     Fundamental CX principles: Reiterating the essence of being nice and the
philosophical approach to customer service and experience as a cultural
identity of a company. 

6.     Segment: South African trivia: Shep tests his knowledge about South Africa,
reflecting on his travels and experiences. 

Resources mentioned:  

• Website: hyken.com  
• Customer Service training: TheCustomerFocus.com  

Connect with Shep Hyken:  

• LinkedIn: https://www.linkedin.com/in/shephyken/ 
• YouTube: https://www.youtube.com/@ShepHykenSpeaker  
• Articles: https://hyken.com/topic/sheps-articles/  
• Books: https://hyken.com/store/

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Episode Summary: 
In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizational transformation in creating exceptional customer experiences. From the streets of Edinburgh, Scotland, to the global stage, Adrian brings a unique blend of expertise and punk ethos to the conversation.

Key Highlights:

1. Introduction to Adrian Swinscoe: Learn about Adrian's background, from his roots in economics and teaching to his influential work in customer experience.
   
   
2. The Journey to Customer Experience: Discover how Adrian's diverse career and personal frustration with bad service led him to focus on improving customer experiences.
   
   
3. Insights from "Punk CX" and "Punk XL": Adrian discusses the core ideas behind his books and the need for a more rebellious approach to customer experience.
   
   
4. The Art of Customer Experience: Exploring the balance between process and creativity in delivering memorable customer interactions.
   
   
5. Evolving Customer Experience: Adrian shares his thoughts on the future of customer service, the impact of technology like generative AI, and the importance of focusing on the present to build for tomorrow.
   
   
6. The Role of Organizational Transformation: A discussion on how internal change is crucial for adopting new technologies and improving customer experiences.
   
   
7. Adrian's Approach to Learning and Insight Gathering: Tips on staying informed and curious in the ever-changing landscape of customer experience
   
   
8. Segment: South African trivia: We test Adrian's knowledge of South Africa!

Resources Mentioned:

• Adrian Swinscoe's Website

Connect with Adrian:

• LinkedIn: linkedin.com/in/adrianswinscoe
• Forbes Column: forbes.com/sites/adrianswinscoe/ 
• All his links: linktr.ee/adrianswinscoe 
• Books:  

How to Wow - https://tr.ee/TtozRS78-Q 

Punk CX - https://tr.ee/4MsP228QKS 

Punk XL - https://tr.ee/GrIObYbalE