Customer Experience Superheroes

You can not switch on your computer or smart phone without having an AI solution promising to change your ways of working presented to you. So does a topic which is moves from top billing to bargain basement and back again daily need another podcast?  Well yes, if the discussion on AI is one which isn't being addressed; readiness. Of a 100 companies, 99 are rushing forward and testing AI live in front of their customers. Some examples of hugely inappropriate outcomes from AI are demonstrating the technology in the wrong hands, or untested, can destroy in minutes what CX specialists in a business have taken years to build up. Your CX Superheroes podcast host, Christopher Brooks, invited brothers Umberto and Vittorio Padovano, co-founders of Destination AI to bring some balance to the discussion. After discussing their business start up idea in 2023 when in Monaco, we've kept track on their journey. Now, open for business, and with clients, they have developed a 'readiness' assessment to help organisations understand where they are on their journey of incorporating AI in to their business ecosystems. What they are finding is that there is still a naive emphasis from many on just 'commercialising' AI. There assessment and recommendation report is helping clients move on top optimising the wider benefits of AI. To hear what these are and the mistakes others are making....which is extremely useful if you are on that journey, listen in to the latest episode.  If it's a topic of further interest connect with Umberto and Vittorio through LinkedIn.  https://www.linkedin.com/in/umberto-padovano-2999411a5/ https://www.linkedin.com/in/vittorio-padovano-47835a20a/

In this episode, Christopher Brooks, CX Influencer of the Year 2024, and CX Superheroes podcast host, speaks with Patrick McCullough, President of Hallmark Business Connections [https://www.hallmarkbusiness.com/]. In an enlightening exchange, they talk about the role of human connection in business today. While digital communication is efficient, does it create real emotional engagement? Patrick shares insights on balancing digital and personal touch points, the impact of recognition on employees, and why a simple greeting card can make all the difference. Discover how businesses can build stronger relationship experiences with customers and employees through authentic, thoughtful communication.

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/.

Several months ago I received a book in the post with a note which read, 'Dear Christopher, Enjoy reading our book and let us know what you think of it. We would be happy to become part your CX book club, kind regards Friederike and Aleksandra. And now it has happened! Join me Christopher Brooks, your host for the CX Superheroes podcast series as we complete the 6th CX Book Review in our one off series with Friederike Niehoff and Alexsandra Pilniak. Combining our CX Book Club Q&A with some guest members, and our CX Superhero podcast, we have created an interesting mash up.  Hear how having worked together at Kramp, Friederike and Aleksandra vowed to work again, and with encouragement set about to write a book which focussed on the  many reasons CX programmes fail. It acts as a safety manual helping others avoid the pitfalls our intrepid duo have encountered. The book is full of their favourite inspirations; both frameworks and commentators. Throughout it becomes clear how important they believe  authenticity to achieve success from CX, and its a position we can all get behind.  We also hear how the process worked in creating the book and how a partnership is needed when it comes to content.   So tune in to the latest podcast, on the final book review of the current series.