This week's instalment of The Joy of CX we speak to globally renowned marketing and CX specialists Megan French and Craig Lee, alongside our very own CX Guru Stephen Priestnall, about how the word Luxury has evolved to mean something far deeper than the expensive and desirable. 

We explore the way in which these brands think about their customer experience - and learn from the mistakes that can arise when attempting to implement a luxury ethos globally across multiple domestic markets when each is characterised by its unique nuances and varying interpretations of the concept among people from diverse cultures, backgrounds, and beliefs.

Presented by Sue Carter.

Featured guests;

Stephen Priestnall - CEO at oomph agency
Megan French - Senior Marketing Executive based in Kingdom Saudi Arabia
Craig Lee - Global CX & EX Specialist based in Dubai, United Arab Emirates

Recorded & Edited by Mr Anderson Limited for oomph.

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@oomphagency | it's hard to make things simple

In this episode we speak to Sarah Jones, Head of CX design, UK & UI, at one of the UK's most successful telecom's companies Talk Talk. 

We explore the what is more crucial in CX - satisfying emotional needs or satisfying functional needs, and how can we satisfy both at once?

In considering the human side of CX, what relevance does this have for organisations working to improve UX? Does this affect who’s working on a project and how? How can we bring teams together for the best CX for customers?

With all of the above in mind, how do we keep a human connection with our customers at scale?

Presented by Sue Carter. Featured guests Stephen Priestnall & Sarah Jones.

Recorded & Edited by Mr Anderson Limited for oomph.

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@oomphagency | it's hard to make things simple

In this episode our question is a slightly existential one about when is UX the same as CX, or is it.

How do clients understand the difference. How does one inform the other?

We clarify the difference between UX and CX, and investigate how they complement each other. 

Presented by Sue Carter. Featured guests Stephen Priestnall & Sunali Aggarwal.

Recorded & Edited by Mr Anderson Limited for oomph.

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@oomphagency | it's hard to make things simple

Welcome to our bonus extra minisode, where we invite you to listen in as our experts discuss the NPS score, and whether it’s a useful measure in today’s data-rich world.

Presented by Sue Carter. Featured Guests Stephen Priestnall & Richie Hester.

Recorded & Edited by Mr Anderson Limited.

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@oomphagency | it's hard to make things simple

We look at the crucial role that data plays in creating and analysing customer experience. 

• Why is data so important for customer experience?
• How do you make data make sense to personas?
• How can we make data more simple to understand?
• Quant v qual?
• How can you tell customer stories with data?

Presented by Sue Carter. Featured guests Stephen Priestnall & Richie Hester.

Recorded & Edited by Mr Anderson Limited.

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@oomphagency | it's hard to make things simple

Welcome to oomph.

We’re people that start all our work with a single aim: everything we do should result in a customer experience that is both valuable and simple.

https://www.oomphagency.com

In this first series of podcasts we investigate how to integrate 'customer first' thinking into your organisation and how it can have result in positive, sustainable results.

But first, what exactly is CX?

Presented by: Sue Carter (oomph Customer Experience and Content Specialist)
Featured Guests: Stephen Priestnall (oomph CEO) + Ross Anderson (Mr Anderson Ltd / oomph Creative Lead)

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@oomphagency | it's hard to make things simple