CX INSIDER

You Can't Make This Sh*p Up, With Paul Rutter

Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having been working in CX for almost 40 years, Paul teaches business leaders how to deliver More Than Perfect service and explains why perfect experience is only the starting point. Valentina guides her listeners through Paul's stories with an engaging commentary and euphonious sound effects. Visit Paul's official website: https://www.paulrutterspeaks.com/ [https://www.paulrutterspeaks.com/] Contact Paul on LinkedIn: https://www.linkedin.com/in/parutter/ [https://www.linkedin.com/in/parutter/] Read Paul's book: https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1 [https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1] 01:32 - Paul's background I 06:14 - COVID19 and the cruise industry I 09:12 - Customer is always right I 11:30 - Building brand loyalty I 13:55 - Creating the More Than Perfect experience I 18:17 - Exceeding customer expectations I 21:42 - Employee experience I 25:06 - The One With Naked Customers...

Who Comes First, the Employee or the Customer? With Salman Sharif

Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer experience. He explains why EX plays an integral part in delivering great CX and predicts post-pandemic challenges which are likely to affect your business. Check out Salman's LinkedIn profile - https://www.linkedin.com/in/salman-hammad-sharif-fcxp-cx-ii-1069b0a/ [https://www.linkedin.com/in/salman-hammad-sharif-fcxp-cx-ii-1069b0a/] 01:49 - Salman's background I 04:14 - definition of CX Maturity I 06:49 - Does every company needs a CX team? I 09:56 - employee centricity I 19:56 - advice to CX leaders

Stop Asking Your Customers to Call You, With Brian Kale

This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it. Brian's LinkedIn: https://www.linkedin.com/in/briankale/ [https://www.linkedin.com/in/briankale/] Bank NOVO: https://banknovo.com/ [https://banknovo.com/] 02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders

Evaluating CX: Mystery Shopping or Crowdsourcing? With Antonio Maiorano

Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He explains how mystery shopping and crowdsourcing can help you achieve different objectives. Antonio also mentions one of the biggest challenges CX leaders face: evaluating objective feedback. Antonio's LinkedIn: https://www.linkedin.com/in/antonio-maiorano/ [https://www.linkedin.com/in/antonio-maiorano/] Bare International: https://www.bareinternational.eu/ [https://www.bareinternational.eu/] 03:19 - Antonio's background I 05:03 - How can Mystery Shopping improve CX I 10:33 - loopholes of mystery shopping I 15:25 - Has Mystery Shopping changed during the pandemic? I 20:06 - creating actionable insights I 29:35 - Advice to CX leaders

Customer-Centricity in the Property Sector, With John King

John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is customer experience the same in every industry? John's ideas show an entirely different perspective on CX as you know it. He also talks about emotions and conflict resolution in fragile situations. Connect with John King on LinkedIn https://www.linkedin.com/in/johnking56/ [https://www.linkedin.com/in/johnking56/] 02:12 - John's career milestones I 05:18 - unique CX challenges I 09:27 - the balance between the digital and human touch I 15:26 - the importance of staff members in a property transaction I 23:59 - Conflict resolution with clients I 28:15 - how to train staff in customer service I 36:16 - advice to CX leaders