Customer Experience Superheroes – Détails, épisodes et analyse

In the first of the 14th series of CX Superheroes podcasts, we welcome CEO of Helpshift, Eric Vermillion. In conversation with series host, Christopher Brooks from Lexden, the focus is on how effective tech can improve customer outcomes. Eric's experience goes back to the start of the modern CX movement, having worked with vendors who pioneered the landscape we know today. 

From working with everyone from local retailers to global enterprises, Eric has one of the most informed perspectives on how to optimise technology to both improve the experiences customers encounter, but also the outcomes they are left with. 

We deep dive into the advancement of the gaming sector when it comes to CX, and Eric showcases some great examples others can learn from. Here's a link to their case studies on their website too. https://www.helpshift.com/customers/. Both Christopher and Eric have worked with gaming companies and share their hands on experiences of how different the 'player' is when it comes to dealing with companies. 

And he explains how AI isn't a magic wand, it's about creating the best outcomes and then employing the tech to achieve this, rather than the other way around. And leaving the humans to deepen the relationship - a perfect mix. 

A really insightful podcast rich with ideas and tips for those looking to create better outcomes. 

The topic of AI in business, is ringing across all functions. Customer experience is no different. But just what value can it bring, and what governance is needed to ensure gains?

To find out how AI is making improvements in customer service CX Superheroes host, Christopher Brooks meets with Devashish Mamgain, CEO and Founder of Kommunicate. Devanshish shares his of wealth of knowledge on AI and the journey he has taken with Kommunicate to arrive at creating better outcomes for clients and their customers with AI in customer support. 

Hear how what matters most to customers is the priority of AI too. And also appreciate from Devanshish how to govern AI within an organisation to ensure its potential is achieved. 

We hear how AI is making a meaningful difference in customer support. Devanshish generously shares the learning from his journey, on this topic. If you enjoy this subject and want to know more, contact Devanshish on https://www.linkedin.com/in/devashish-mamgain-1a639320/. 

There is a lot of waffle on employee engagement and employee experience. Most of it is puffed up common sense or repurposed HR practices which HR practitioners have been aware of and delivering before CX was popular. But on occasion, and this podcast is one of those, someone steps forward who actually knows what they are talking about. Enter Nicole Kyle. In conversation with host of the Customer Experience Superheroes podcast series, Nicole shares the depth of insight gathered as MD at Customer Management Practice which has identified the primary drivers of employee engagement. This golden source unlocks the secrets of how to structure an effective employee engagement programme. There are few with more relevant credentials than Nicole as becomes evident when you hear the most authentic discussion on this topic you could wish to hear 

There is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of our topic of this CX Superhero podcast episode. In conversation with Lexden's Christopher Brooks, Annette shares her journey through CX and why putting people at the heart of a CX transformation is essential to succeed. 

This is just one of the insightful and brilliantly written chapters from Annette's latest business book, 'Built to Win'. The discussion covers the origins of the book, its novel structure and taps into some of the themes which Annette brings to life with examples and practice templates. 

To condense the highlights from Annette's impressive career into a short podcast isn't possible, but we thank her for her generosity to share so much in the time we did have. We hope you as inspired as we are. 

In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty.  James shares his evidence on how financial services brands are adjusting their ways of working to address the four principles which underpin Consumer Duty. 

The discussion broadens out to the impact of regulatory governance on customer experience ambitions and deliverables with both providing first hand experience of the catalyst and constraints that organisations deal with when regulation is a mandated stakeholder for CX in a business. 

James also helps listeners appreciate the support and guidance available to business' struggling to get to grips with, or take advantage of the well intended new legislation. 

Regardless of whether you are associated to financial services, or a company in a regulated sector, it sheds light on what happens when your CX is partly directed by others. 

Every once in a while you meet, or as in the case of CX Superheroes podcast host Christopher Brooks, you get to work with an exceptional talent. Piotr Wojciechowski, CX practitioner with a design background is such a talent. Having delivered a CX transformation project together in Poland, Christopher is keen the rest of the world discovers the value he has enjoyed in Piotr. 

In keeping with the CX Superheroes podcast series Christopher & Piotr dive in and explore a critical topic in the world of customer centricity; the customer centric mindset. Arguably more important than any method, process or motivation for CX, the mindset sets apart those who 'are' CX from those that 'do' CX. The former being great leaders in CX. 

Christopher shares some of the characteristics of great CX leaders with Piotr who in turns examines and qualifies attributes. Piotr also helps us understand his journey to running the Polish CX company Fuzers, and how CX has accelerated its prominence in Polish business during and since the pandemic. 

If you enjoy the podcast, get in touch with guest Piotr through his LinkedIn profile https://www.linkedin.com/in/piotrwojciechowski/ or email piotr.wojciechowski@fuzers.com. 

CX Superheroes podcast is brought to you by http://lexdengroup.com/

The Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism.

One critical area of customer experience is customer feedback. But too often this is seen as the collection and reporting back of performance. With a dashboard being the end product. But, as Adam Alfia, founder of RealTime Feedback highlights, what is the point of collecting feedback if it doesn't effect change. And whilst a dashboard can show status, it cant deliver the change. Adam shares how RealTime Feedback empower operational colleagues with insights which lead to improvements, which can immediately assist customers. 

But it doesn't stop here. Adam explains how customer feedback platforms in spaces where the public reside can also play a secondary role in  the welfare of customers. As someone committed to better outcomes, Adam has not limited his thinking to insight to deliver operational improvements, but also as an 'alert' system to safely inform the authorities of threatening or disruptive human behaviour. 

As someone who has been around the industry for so long, it was incredibly rewarding to hear how Adam is still inventing and innovating on behalf of the customer. To hear the full interview, please tune in. 

The Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. 

In this episode we join in conversation between Eli Lepkifker, co-founder and CTO of Tagado, and Christopher Brooks, global CX specialist and MD Lexden CX Consulting.

Eli shares his story, from the origins of research at Citibank to a CEO leading a growing customer feedback company, shaped for the future, not constrained by the past.

Having seen the shortfalls and failing of standard CX measurement approaches, Eli set out to find a stronger outcome. One which focused on what was said and not the score it came with. As a researcher he wanted to be purely inspired by customers, not scores. 

Listen to the podcast to hear how Eli and Tagado have landed in the world of CX, and where the future will be taking them. 

In this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to action to be achieved from mapping.
In conversation they discuss the shortfalls of the way many are coached to developed customer journey maps, and the impact and positive impression on senior management which 'managing' customer journeys can achieve beyond just mapping. 

Now a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. 

Until now it's been thought that the main benefactors were the charities who get all the ideas. However, when we met Ravi Shankar and Sandip Gupta, regular players and seriously talented CXers who commit to making a difference through CX,  it is clear that the playing community learn and develop from this unique experience. 

In conversation with host Christopher Brooks,  hear how the CXWG has made an impact on the lives of the playing community as well as the charities the games is designed to improve outcomes for.