The ECXO (European Customer Experience Organisation) seeks to bring together leaders and organisations, operating in Europe and beyond. The ambition is for these progress types to share knowledge, best practice, insights, stories and lessons with a view to raising the collective experience standards and develop the European approach for Customer Experience.In this podcast series we meet the founder, the ambassadors and the members of the ECXO. We hear their stories through CX and their views on the importance in recognising and celebrating the cultural difference of CX across Europe. Cover image by Nataliya Vaitkevich from Pexels
ECXO - Experience the Difference - Measuring Emotional Drivers - Measuring Emotional Drivers
In the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a former researcher, Anne-Laure shares how an engagement with a client in the luxury brand market highlighted the limitations of conventional measures of CX which inspired her to develop a solution the client could not only use but take the findings and action. To hear anne-Laure’s journey, the impact Maia-BE is making in the world of CX and how the ECXO is supporting that journey, download the podcast.
ECXO - Experience the Difference - Danny Peters - The Power of Customer Journey
Danny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change.
In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from a backlog of business directed to customer led only improvements is possible with the right approach to customer journey management. Danny also helps us understand the value a technology solution such as Milkymap, to manage customer journeys through the business.
In conversation Danny also applauds the ECXO for bringing together progressive minds to share and develop new ideas and solutions in CX.
ECXO - Experience the Difference - Agneiszka Sulicka-Faverey - The importance of clear job profiles in CX
In this episode, Agneiszka Sulicka-Faverey shares her views on the growing confusion created across customer experience through poor role profile and job title labelling. As a CX practitioner with many years of experience for organisations in Poland and beyond, Agneiszka is well placed to discuss views on this with the ‘Experience the Difference’ podcast hosted by Global CX Expert and ECXO podcast host, Christopher Brooks. Join them for a bite sized discussion covering importance of collaboration across CX to raise standards and why Agneiszka values being in the ECXO community.
ECXO - Experience the Difference - Kari Korkiakoski - There is no such thing as a digital experience
Finland may not be the first country you think of when you consider Customer Experience. But why not? The dynamics of a nation can often accelerate the importance of CX as part of the buying criteria. Kari, has been practising CX in service of organisations in Finland, and now beyond, for many years.
He has made many observations, often reported in articles and when invited to share with audiences. One particular topic he has an interesting perspective which will resonate with anyone who has been pushed through a digital transformation is the notion of a digital experience is a misnomer.
Join us in conversation with ECXO Ambassador, Christopher Brooks, hosting the Experience the Difference podcast series with members of the ECXO community. In this episode Kari explains both the dependence on humans commitment to achieve any transformation. Plus we explore the reality that even with a digital experience the support or interface with a human experience is essential for success.
ECXO - Experience the Difference - Federico Cesconi - The Democratisation of Customer Intelligence
In the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback.
Having worked on his first NPS programme two decades ago, Federico has harnessed technology to assist clients across the globe get closer to customer intelligence. But collection and action are very different elements of keeping the voice of the customer central in a organisation. Federico discusses the difference and how to move from collection to action.
In conversation with ECXO’s podcast host global CX specialist, Christopher Brooks, Federico shares his wealth of experience on how it’s possible to empower all to make decisions on behalf of the customer. As well as the value of connecting to a CX community motivated to raise sector standards.
ECXO - Experience the Difference - Ladislau Batahla - The Human Impact of Digitisation
In discussion with global CX consultant, Ladislau Batahla, EXCO podcast host Christopher Brooks explores the impact the race to digitising the customer experience has on the employees involved. Originating from Portugal, Ladislau’s international experiences qualify his perspective, sharing considerations for those driving digital improvements to remember both the effect on those displaced, but also the increased complexity humans have to manage as digital equivalents typically take on just the simple tasks. Ladislau Batalha is a committed to progressing the standards in customer experience. As a member of the ECXO his contribution is making a difference.