Customer Experience Superheroes

In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. 

In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the binary principle of the Abundance mindset versus the Scarcity mindset. He explains how Generation Y and Millenniums deselect organisations who survive on a scarcity mindset because it doesn't allow individuals to add value and make a difference and how this is now as important as the pay cheque for a new generation of workers. 

If you lead or support leaders in customer experience, this is a must listen to understand how and why approaches to leadership need to evolve. 

Ian Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and why this is the best news for customer experience.

In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike prove their superhero credentials and Ian demonstrates how experimenting is a critical superhero trait in CX. 

Once you've listened to Ian speak on retail experience, you will wonder how you ever lived without his views (and advice). 

Enjoy the time with Ian and follow him at https://www.linkedin.com/in/ian-scott-0534694/, to see more of his inspirational insights.  
 

Christopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.

The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic language of customer centricity ands make it relevant and meaningful to the candlestick maker, retailer or international distributor - all of whom with a few employees are SME's. But each who can increase their fortunes with improved customer experience outcomes delivered. 

That's where Claire Radbourne, from Melbourne, Australia stand apart from others. In this podcast her infectious approach to helping small companies come through. Her empathy for their situation and ability to translate CX in to something small owner companies can work with and prosper. In conversation with Christopher Brooks, Clare shares how she's making a difference to small companies using big business models. 

Christopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series.  Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic. 

2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance. 
In discussion, Victoria explains why now its more important than ever to be 'upping our game' and delivering a quality human experience when the chance allows us.

Victoria also shares details of her latest mini-book, which is available via her website. https://www.victoriatayl.uk. You can reach Victoria on LinkedIn at https://www.linkedin.com/in/victoriatayluk/. You can connect with hist Christopher Brooks at https://www.linkedin.com/in/christopher-brooks-1425b7a/.

Christopher Brooks' CX Superheroes explores the traits, techniques and tools the modern day CX professional needs in order to deliver meaningful value to their customers. In this episode we meet up with  Gregorio Uglioni, an emerging star of the European CX landscape. As a CX leader within a payments company, Gregorio has the advantage on most influencers in the sector - he's practicing what he's preaching. 

Known as the 'CX Goalkeeper' (we still dont know why), an active member of the CX community, he has carved a space of his own finding opportunity to contribute back where he can. Whether its with his new podcast series, content listings in the form of an advent calendar, a contributor to the forthcoming CX Book 3 or as a player in the customer experience world games, he gives back whenever he can. 

In this episode, Christopher Brooks, catches up with Gregorio to discuss the 'VIM' model for CX strategy activation, the importance of differentiated CX and how important it is to set up the purpose of the customer service proposition.   This is the final episode in series 6 and closes the series on a real high!

In this episode of the Customer Experience Superheroes podcast series we catch up with Gunjan Allen, a recognised positive force on the world of customer experience. With a background in corporate and public sector improving the experience for customers and employees, Gunjan is well placed to offer her advice on the difference between these areas. 

In conversation with host Christopher Brooks, global CX consultant and mentor, Gunjan discusses the criteria of successful leaders in CX, and the pair share personal examples where they've seen the impact of poor management on employees confidence.

Alongside her endeavours in customer centricity, Gunjan is a director for Women in Technlogy in Australia. Gunjan explains the importance of putting a spot light on this topic generally, but never more so now with a digital divide happening. 

Each episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. 

In conversation with global CX consultant and mentor Christopher Brooks, Bryan brings to life how easy it is when you shift the culture, to create amazing experiences without even breaking sweat. Christopher and Bryan exchange a host of real case examples to illustrate the difference between 'not good enough' and 'jaw dropping' customer service. 
Having published his second book on the topic, Bryan demonstrates just why he has become one of the leading 'go to' consultants for customer service improved performance. 

For more on Bryan and his books, check out www.thecsrevolution.com

Christopher Brooks' CX Superhero podcast series features those superpowers needed to be a leader in the world of CX today. In this episode we catch up with Jeannie Walters who poses as many of those super powers as anyone in CX. Global CX consultant and mentor, Christopher Brooks discusses an array of customer-centric topics with Jeannie. They exchange ideas on customer strategy, leadership and programme design. Christopher reveals how the early work of Jeannie has influenced his thinking on various topics today. 

Plus, Jeannie demonstrates the true spirit of those in the CX community by sharing her experience with others in the form of usable templates and techniques via the http://yearofcx.com initiative launched to help others during the pandemic. 

Jeannie is a rare breed among influencers in CX. Her focus is on the opportunity and potential others can achieve from CX, rather than the pitfall that befalls so many who build a narrative around their individual brand. With CX as the hero in her story, the message and the means are more authentic and memorable. Listen and you will see why so many connect with Jeannie's approach to CX. 

What starts as a interview becomes a masterclass in how to take your organisation to the next level by applying sound, resilient and sustainable CX practices. 

Listen in and then follow Jeannie on https://www.linkedin.com/in/jeanniewalters/.

In this series we look at the CX Superpowers needed by CX leaders and demonstrated by leading brands seeking to create competitive advantage from customer experience. In this episode we look specifically at what this means for membership experience. 
Steve Devine heads up PROTECT a membership association for those in the world of protection (insurers, technologists and consultancies). With a combination of relevant content, engaging speakers and enjoyable events Steve has seen PROTECT grow, with some members still there since origination. 
But in March 2020 everything changed for Steve and PROTECT. As the world of event management and hospitality went in to lockdown, Steve also fell victim to Covid-19. 

Global CX consultant and mentor Christopher Brooks, is in conversation with Steve to hear his extraordinary story of resilience and survival. As well as sharing just how important fostering a culture of collaboration can be when you need those around you to step up. 
For more on PROTECT https://www.protect-association.org.uk/

Christopher Brooks' Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. 

In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore Ltd,  Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.

In discussion with global CX specialist, Christopher Brooks, the CX Superheroes podcast host, Shane generously shares ideals, ideas and practice advice for embedding deep rooted employee engagement. He talks about how to engage functions such as legal, finance and production, often overlooked with CX focussing on service and operations. And how to sustain that engagement. 

By listening, you will benefit from advice taken from several case studies and hear learnings from experts such as Colin Shaw and Nate Brown shared in the discussion. 

Christopher Brooks' CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. 

In this episode, global CX consultant and mentor Christopher Brooks is in conversation with the renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense  perspective. 

As a writer for Forbes, a published author and serial speaker on the world's biggest CX stages, Adrian's mantra is simple; create better outcomes which you are proud of. In conversation, they explore the simplicity of CX as a topic as well as take some less conventional paths into CX management in a quest to arrive at different outcomes. 

Never afraid to speak his mind in the pursuit of a better world and and improved CX practices in it, Adrian lives up to his reputation of disrupting convention in pursuit of a better tomorrow.  Fortunately only one expletive!

In this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees.

Having started his career as a call agent some 40 years, Steve has grown several business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients. 

At NobelBiz he leads by the company motto: make a promise, keep a promise. We get to hear what that really means and it's power in directing all employees to deliver better experiences for clients' customers.

Steve talks to us specifically about keeping the promise of leadership and how that’s different from management, both in business at large and in contact centers in general, reflecting on the evolving requirements of contacts centres, leaders and managers as we work through the current pandemic. You can keep up with Steve directly at https://www.linkedin.com/in/stevebederman/

We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences.

CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity.

Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.

Whether you are a corporate or an  SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions.

Chips book is available now via Amazon and other bookstores

Nick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements.

In conversation with global CX consultant and mentor Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies can turn this 'cost to serve' function into having a customer care purpose and contribute towards revenue protection. With specific reference to the importance of this consideration during a pandemic.

Nick shares his first hand experience of these real challenges with international clients, which form part of a new book entitled Customer Experience 2 which he contributes towards. 

In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX. 

As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we need to 'get out of the rut we've fallen into'. The age of generalists is over according to Nate, but the need for 'generals' to lead is still important. Leaders, like customer experience management, need to be more creative and more compelling to gain the hearts and the minds of those needed to come on the journey with them. The landscape has changed and CX professionals need to adapt and advance to keep up.   

With an encyclopaedic knowledge of CX references, Nate evidences every point referencing experience, stats and leading practitioners in this conversation with CX Superhero podcast host and global CX consultant, Christopher Brooks. 

If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown. 

Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches.

Global CX consultant, mentor and host Christopher Brooks  interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX.

In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions.

As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops.

We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements.

Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2.

To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.

In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential issue can result in a more committed customer. Learning this superpower as well as others in this series will help you become a CXSuperhero.

Hosted by global CX consultant and mentor Christopher Brooks, the discussion includes practical tips for any customer service operator to employ. Katie is a contributor to the Customer Experience 2 publication along with Christopher.

For more on this topic reach Katie on  https://www.linkedin.com/in/katie-stabler-ccxp/.

CX Superhero podcasts are brought to you by https://clientship.com/

In this episode of Christopher Brooks' Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service. 

Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the importance of enabling all to review outcomes and situations from the customer's perspective. 

David explains how important it is to ensure all voices are heard and not just the customers, if you want to have integrated and collaborative engagement.

Referencing the incredible studies he has completed in the fire service of the human impact of a crisis, David's brings to life the parallels with business to help us understand how you can ensure the customer is central to the discussion, even in the most hostile of environments.  

Christopher Brooks' CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer. 

Best recognised for his award winning study in behavioural measurement of customer experience, Phil topped the Amazon business book charts. Now through his studies, based at the International University of Monaco, Phil has been decoding the customer experience expectations of the super yacht class. With only 1,200 people on the planet eligible to afford a super yacht it is an extremely revealing interview which allows us a window into a world very rarely accessible to research.  

During lockdown in March 2020, Christopher Brooks created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general. 

The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30 countries around the world, the biggest hearted and smartest minds from the world's CX talent has gathered to help others in a crisis and show how CX can make a difference. 

In this episode global Cx consultant, mentor and podcast host Christopher Brooks meets Helen Burt, an organiser of the games to tell us more about the origination, the set up, what's been achieved so far and the impact it is having on the CX community.