Customer Smarts – Details, episodes & analysis

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Customer Smarts

Business

News

Frequency: 1 episode/26d. Total Eps: 27

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

· Operations - how to unite your organisational silos to deliver great CX

· Customer intelligence – how to structure segmentation and data to drive your CX program

· Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

· Tech – how to better utilise technology to achieve your customer goals

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🇫🇷 France - management
13/12/2024
#51

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https://omnystudio.com/listener
27 shares
http://www.customersmarts.co
6 shares
https://tracyhall.com.au/
1 share

https://www.linkedin.com/in/justin-stafford-cs/
8 shares

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RSS feed quality

Good

Score global : 89%

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Designing Experiences for the Future – Oliver Weidlich

Season 1 · Episode 26

Monday, November 25, 2024 • Duration 33:07

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how these new technologies are changing the way we need to approach design.

To get an understanding of how we need to change how we design experiences I had Oliver Weidlich join me on the Customer Smarts Podcast. Oliver, has been in the UX design space for a long time working with leading brands like Qantas, Optus, Atlassian and CommBank. He’s an expert when it comes to understanding how humans interact with new technologies and devices especially in the spatial computing space.

In this episode we dive into:
• How technology is driving designers to design differently
• Creating 3 dimensional experiences
• Designing for the AI Age
• The future of design

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How to drive a customer centric culture – Dr Chris L Brown

Season 1 · Episode 25

Monday, October 21, 2024 • Duration 33:36

Building customer centric culture is smart, but it’s hard to do.

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.

In this episode we discuss:

Why having a customer centric culture is so important
What’s holding organisations back from being customer centric?
What organisations have the most customer centric cultures and what advantage does it give them?
How to embed a customer centric culture

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Smarter ways to drive customer growth - with Gareth Begent ex Adobe and Foxtel

Season 1 · Episode 16

Tuesday, February 27, 2024 • Duration 32:22

Over the past 30 years driving growth has become far more complex. There is now a myriad of digital channels across a mix of paid, owned and earned media assets you can leverage to engage customers. However, many organisations are still taking an old school approach, over focussing on acquisition and under focussing on retention, when there are much smarter ways to drive customer growth.

To get insight into this topic I had Gareth Begent join me on the Customer Smarts podcast who has a wealth of experience working for companies like Adobe, Foxtel and Optus in senior marketing roles. Where he helped them find smarter ways to generate customer growth.

We explored:

The complexity of driving customer growth
The answer to organisational silos
The mid funnel opportunity
Imbalance between acquisition vs retention
Focussing on the right customer data analytics
How to adjust for the tight economy we’re in right now

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Unlock Larger Investment into Customer Experience - Yvette Mihelic, Director of CX

Season 1 · Episode 15

Monday, January 29, 2024 • Duration 35:30

Most organisations have a desire, strategy or program to become more customer centric. However, many CX leaders are still struggling to shake old product centric ways of working inside organisations and are often finding it challenging to unlock enough investment to improve their customer experience to the standard they desire.

If your executive team haven’t fully embraced your customer centric strategy, it makes it extremely difficult to get traction, especially if it’s still viewed as an expense.

My guest in this episode Yvette Mihelic has a truckload of experience navigating complex stakeholder structures and getting buy-in to drive customer centric transformation for organisations like Transport for NSW and Telstra. She now is Director of CX for John Holland, where she oversees customer experience across many of the nation’s public transport systems, including Sydney Trains, Melbourne Trains and a bunch more, it’s an enormous job.

We explored:

What might be holding back your customer centric strategy?
How to unlock larger investment into CX?
The most important CX Metrics to focus on
Some innovative new CX concepts they are launching.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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AI + Behavioural Science to Prevent Customer Loss - Libby Dale Marketing AI Expert

Season 1 · Episode 14

Monday, November 27, 2023 • Duration 27:04

In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…

Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it doesn’t make sense, it’s massively inefficient.

It’s always been a challenge for organisations with large customer bases to identify customers who are unhappy at an individual level. But now….AI is now making this possible.

To find out how, I was lucky enough to have Libby Dale on the Customer Smarts podcast, who’s career passion has been to help organisations fix that very problem. And now, she’s using AI to do it at scale with her company Smart Measures. They are using AI to detect customers at risk, then using behavioural science to nurture those customers back to a happier place, it’s really fascinating and one of the the simplest, most practical use of AI in marketing that I’ve seen so far.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How to Design Customer Intelligence - with Vida Asrina Dhulst

Season 1 · Episode 13

Tuesday, November 14, 2023 • Duration 35:27

Designing your customer intelligence in a way that’s usable for the entire organisation to drive decision making but also facilitate connection between teams is one of the most crucial elements to get right for every organisation in the next 10 years.

At a time where many organisations want to become more customer centric and have a vision/strategy/program to do so, but are struggling to fully operate in a customer centric way. Often, one of the core things holding them back is because their customer intelligence is fragmented and sitting in silos across the organisation.

Interestingly, I was at The Customer Show a few months ago, where Vida Asrina Dhulst Head of Experience Design from the Endeavour Group responsible for our favourite alcohol shops Dan Murphy’s and BWS, took us through her team’s journey on designing their customer intelligence, which was really interesting. So, I invited her on the podcast to discuss this very topic.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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How Web 3 will make our lives easier - with Mathew Sweezey

Season 1 · Episode 12

Tuesday, October 31, 2023 • Duration 35:11

We’ve all come up with great new customer experience ideas only to discover that the data is not available or that from a tech perspective it’s very expensive or too hard to build. These issues come back to the way the current internet was built.

Think about this….every organisation is being held back by the complexity of digital channels, tech integrations and data management, it’s a logistical nightmare which means most organisations aren’t able to deliver the customer experiences they desire. On the flipside it means that customers aren’t getting the experiences they are expecting. It’s a lose, lose scenario.

However….imagine a world where this tech and data pain was removed….it just so happens this world is not as far away as we think. In my recent interview with Mat Sweezey, Harvard Business Review Author and Chief Strategy Officer at Smart Token Labs, we explored what the future of customer experience will look like and how close we actually are.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Nailing Omnichannel Experiences - with Danny Phillips Global Top 50 CX Influencer

Season 1 · Episode 11

Monday, October 9, 2023 • Duration 34:49

Over the last 30 years, engaging with customers has become increasingly complex. There is a vast array of customer channels and touchpoints and many organisations are struggling to deliver a consistent customer experience across all these channels.

To help get some insight into this challenge, I had the pleasure of interviewing omnichannel and retail expert Danny Phillips, who is a global top 50 CX influencer ranked by CX Network and is Co-founder of CX platform Omneo.

Danny gave some amazing perspective on how to nail omnichannel experiences. Including improving the imbalance of acquisition vs retention, how to deliver consistent CX across an omnichannel experience, delivering personalisation at scale and viewing your customers as an asset

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Why Chief Customer Officers are replacing CMO’s with Shaden Mohamed ex Expedia & Google

Season 1 · Episode 10

Tuesday, September 26, 2023 • Duration 32:48

Why are CMO’s slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most recently Chief Customer Officer at Silver Chef to provide some insights. Shaden gave some amazing perspective into what has driven the need for this role and cleared up the key differences between a CMO and a Chief Customer Officer. We also talked about, the key areas of focus for a CCO, embedding a customer centric culture, getting CEO and exec buy-in, important Customer KPIs and how fixing a simple renewal process generated tens of millions in revenue

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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What football can teach us about customer experience management

Season 1 · Episode 9

Monday, September 11, 2023 • Duration 13:06

There are some really valuable insights that Organisations and CX leaders can learn from professional football coaches. Especially when it comes to overcoming organisational silos and driving collaboration.

Drawing from my experience working for a professional football team, I will share insights and ideas on how a high performance culture operates. These principles can help you enhance customer experience management within your organisation, regardless of whether you are a sports fan or not.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

See omnystudio.com/listener for privacy information.

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Customer Smarts – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Apple Podcasts

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Related Shows Based on Content Similarities

Customer Smarts – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other4

LinkedIn1

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other4

LinkedIn1