Navigating the Customer Experience Yanique Grant, Customer Experience Strategist, Entrepreneur

Josefine Campbell is a founder of Campbell Company, a top leadership consulting firm for multinational companies. Campbell inspires and coaches leaders, teams, and talents in large organisations such as McDonald's, Deloitte, Maersk, Novo Nordisk, and Carlsberg Group.
Her approach combines the practical and the pragmatic. A four-time jiu-jitsu champion, she is particularly interested in developing personal leadership in difficult circumstances, such as is often the case in modern work life.  
Questions
•  Now Josefine, even though we read a short description about our guests, we always like to give our guests an opportunity to share a little bit about their journey. So, could you share with our listeners a little bit about your journey, how you got from where you were to where you are today?
•  A big part of what you do focuses on the power barometer, right. So, can you share with our listeners a little bit about that, and how it is that you are able to implement? What is the power barometer?
•  Could you share with us maybe two or three approaches, tactics, tools that you can use to manage energy in work and life?
•  Could you also share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
•  Can you also share with us maybe one or two books that you've read recently? Or even maybe a book that you read a very long time ago, but it has had a very big impact on you?
•  Now, can you also share with us Josefine, what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
•  Where can listeners find you online?
•  Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you got derailed or demotivated, this quote kind of helps to get you back on track. Do you have one of those?
 
Highlights 
Josefine’s Journey 
Josefine shared that when she was a teenager, she was quadruple national champions in jiu-jitsu, it's Japanese martial arts. And for the last many years, she’s been coaching and developing executives, individually and in groups. And at some point in her practice, she has a background in business practice, she’s ran businesses herself, she’s been in business for plus 25 years, she’s also been teaching business school. 
And at some point, quite early on actually, in her endeavour of supporting the executives that she was helping the best possible way, she realized that some of the techniques and practices that she brought with her from the jiu-jitsu practice actually had a huge effect when working with executives in modern work life, because being an executive is quite demanding, especially in modern work life, it takes a lot of energy, it requires for you to stay mentally clear under difficult circumstances, it's quite normal to be under a lot of pressure, just like as when you're in a battle, it's the same thing that happens to people when they feel threatened in a battle, and when they feel threatened at work. The circumstances might look different, but what happens inside people can be quite similar. And have you watched Karate Kid? 
Me: I have, yes. 
So, you remember the Mr. Miyagi? Wax on, wax off. So, he trains Karate Kid and how to be mentally agile, how to stay ready in a battle, right? So, one thing is he trains the techniques, but he also trains how he is with himself, that's a lot of the movie, remember, that's why he has to do the wax on, the wax off. And it's the same for executives, it takes a lot of personal capacity to do the work they do. So, that's how she came across the methods that she’s written about, and that she’s helped executives put into practice.
 
What is a Barometer?
Me: In reading a little

Anatoliy Labinskiy is an entrepreneur, eCommerce expert, salesman, holder of 4-time Two Comma Club awards. His story is a perfect example of life when everything goes against us to become successful. In less than 5 years, he went from a simple waiter to a successful businessman and an owner of an 8 figure winner awards in the ecommerce space.
Anatoliy is the founder of GSM Growth agency that helps ecom entrepreneurs grow to 6-7 figures in revenue. He is included in the Forbes Business Council and featured as one of the Top 10 eCommerce Entrepreneurs helping people during the COVID-19 recession. 
Questions 
•  So, we always like to start off by finding out from our guests a little bit about their journey in your own words. Could you tell us a little bit about how you got to where you are today?
•  Now along that journey that took you to where you are today, what are maybe two to three things that you believe has contributed to your success that you believe if other people employ those three skills or competencies, they will achieve success as well?
•  Can you also share with us Anatoliy, in your experience, maybe two or three tips that you believe will help to enhance sales and customer service skills as an entrepreneur?
•  Could you also share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business?
•  Could you also share with our listeners what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
•  Where can listeners find you online?
•  Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or demotivated the quote kind of helps to get you back on track. Do you have one of those? 
 
Highlights
Anatoliy’s Journey
Anatoliy shared that his journey is quite long and he will try to be as short as possible because it's a lot of factors which has brought him where he is today. But basically, back in 2013, he went to UAE Abu Dhabi with no cash and he didn't know English at all, had nothing behind him and just start working there as a like food runner, cleaning dirty plate from the restaurant but dreaming a lot as a simple Ukrainian guy that what he can have in this world when he has seen Abu Dhabi because Abu Dhabi is kind of a rich city in Arabic Emirates. So, it's something what motivates him. 
And after several years of failing, finding the better work, the better opportunities in life, he got married during that time. And back in 2017, he was already renting like small master bedroom, not even apartment, small room with his wife. And his wife said to him that she is pregnant. And that day, he really was scared like never before because he has seen her how she's crying. And not because she's happy, because she was terrified, like what's going to happen with them, they don't have their own apartment, rented apartments, they just rent in the room. 
And he promised to himself that he will not allow his kid to come in this world in the way where how he’s living and how he grew up with financial troubles. So, he sent his wife back to Ukraine and start like move to even smaller apartment with two bedroom apartment with 7 other people rented just the bed space to save some money and start searching for opportunities and find out what is eCommerce all about. Give it a shot, spend everything what he had, nothing workout, and style start like becoming a zombie. Because I got addicted to the ecommerce and said to himself, 99% of people are failing, because they're quitting, he will never quit, he will never give up and he will make it work and he will become the top one person who will succeed. And this is exactly what happened after sever

Leslie Pagel is the Chief Evangelist of Authenticx - a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she creates awareness across the healthcare industry of more efficient and effective ways for healthcare organizations to deliver on their customer objectives.
With over two decades of working with customer experience teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.  
Questions 
•  We always like to start off by asking our guests to share a little bit about their journey. Could you share with our audience a little bit about how you got to where you are today?
•  What has your experience been I would say, let's use maybe the last 12 to 24 months, as it relates to what customers are expecting. You mentioned conversational AI as a way to do the data collection and less reliance on surveys. But what have the customers been saying? What are some of the trends that you've been seeing emerging? What are customers really looking for?
•  So, in terms of using conversational AI to be a better listening tool with customers, right? Could you share maybe an example, a real-life example for our listeners, that you've seen the conversational AI work in such an impactful way that it transformed somebody's life or group of people's lives?
•  What's the one online resource, tool, website or app that you absolutely can't live without in your business?
•  Could you also share with us one or two books that have had a great impact on you? It could be a book that you read a very long time ago, or even one that you've read recently.
•  Can you also share with our listeners, what's the one thing that's going on in your life right now that you are really excited about? Either something you're working on to develop yourself or your people.
•  Where can listeners find you online?
•  Before we wrap our interviews up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track, it kind of helps to get you back on track. Do you have one of those?
 
Highlights
Leslie’s Journey
Leslie shared that her journey in customer experience started over 25 years ago before CX in customer experience was even a thing. She spent 20 years working with large global, primarily business to business organizations on a new strategy for creating competitive differentiation. And that strategy was the customer experience. And over the past several decades companies have grown to create a boardroom conversation around customer experience, because it is a very productive and effective differentiation strategy. 
What we see over the over the decades is the pace of innovation has continued to accelerate, which makes it really hard for companies to compete on product alone or services alone and no one wants to compete on price, so companies were looking for new ways of differentiating in the market and they turn to customer experience. And so, she spent 20 years, the first 20 years of her career working with companies on their customer experience strategy, which largely was informed from traditional or historical methods of customer listening through large survey programmes, Net Promoter Score programmes, customer satisfaction programmes. 
And as technology has evolved and artificial intelligence has become more mainstream, we're seeing a new method that companies are leveraging for listening to their customers, which then informs their customer experience strategy and that's conversational AI. So, when you take a historical look at customer experience listening or measurement, you see that the way that we capture customer input has changed, but what we capture and listen to hasn't, we're still very survey dependent. 
And in the

Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. 
Since that pivot, Glance has experienced multiple years of 70% year on year growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier, mountaineer and competitive cyclist.
 
Questions 
•  We always like to give our guests an opportunity to share in their own words, a little bit about their journey, how you got to where you are today.
•     Now, could you tell our audience a little bit about Glance and what it is that your company does?
•  Can you share with our listeners a little bit about how it is that you can still integrate personal experiences or personal connection with emotion even though we have so much of our connectivity being done in a digital space.
•  What is your view on empathy? And do you believe everyone has the ability to exercise it? And if not, what are some tools that you believe can help to strengthen that particular competence in a team member?
•  Can you also share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
•  Could you also share with us maybe one or two books that have had a great impact on you, it could be a book that you read a very long time ago, or even one that you've read recently.
•  Could you also share with our listeners, what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
•  Where can listeners find you online?
•  Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you got derailed or demotivated, this quote will help to get you back on track. Do you have one of those?
  
Highlights
Tom’s Journey
Tom shared that he’s always been fascinated with people which drew him down the path of really understanding what people like, how people buy, he cuts deep into sales and marketing early in his day. And no matter what he was doing, he was always interested to understand how to connect with other people. And the part of like connecting with other people, as you realize that as we have moved from business where we were always together, like you walked into a store you connected with people, you learned a lot of information when someone walks through the door. If you're in a clothing store, you could size them up and be like that person's this size jacket. And you could also recognize all the other cues. 
It could be like Valentine's day or the day before, and a gentleman walking in and he's in the women's section. There's all that context that you get. So, you understand, like the challenges that businesses today have when you start to move, sometimes completely into the digital realm. 
And so, it's sort of been an area of focus of his, throughout his career, just understanding people. And in today's landscape of customer experiences, where the battleground is no longer a product, it's really the experience that people have.
  
About Glance and What Your Company Does?
Tom shared that they are a in-brand collaboration platform that brings real human beings into a digital space, to be able to provide that personal connection at just the right moment. And that translates into thinking about any type of a journey that a customer is doing, where it could be better served by bringing a human being in, so many people have become more

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.  
His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, details a framework companies around the world can use to reduce turnover and increase employee engagement.
 
Questions
•  Could you tell us a little bit about that book – (Never Lose a Customer Again)? And then we can go into the new one that you recently launched.
•  And your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant? 
•  Could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates?
•  What is the one online resource, tool, website or app that you absolutely cannot live without in your business?
•  Can you also share with us maybe one or two books that you have read, could be books that you read like a long time ago, or even ones that you've read recently, but they have had a great impact on you.
•  Now can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
•  Where can listeners find you online?
•  Now, Joey, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or demotivated, it kind of helps to get you back on track.
 
Highlights  
About Joey’s Books – Never Lose a Customer Again & Never Lose an Employee Again 
Me: So, let's start off with a little bit about your first book, Never Lose a Customer Again, for those of our listeners that may have just recently started listening to our podcasts and unfortunately weren't able to tap into that awesome episode. Could you tell us a little bit about that book? And then we can go into the new one that you recently launched.
 
Joey shared that so about 5 years ago, he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. And the premise of this book is that we spend so much time trying to find new customers that we forget to pay attention to the customers that we've already acquired, people who have already raised their hand and said, “I want to do business with you.” The premise of that book is based on some staggering research that they both did, and came across that showed that somewhere between 20% and 70% of new customers will decide to stop doing business with you before the 100 day anniversary of becoming a customer. 
So, as quickly as you're bringing customers in the front door, they're running out the back door. And the book outlines a framework that's based on 20 plus years of his experience as a consultant and speaker and agency owner. And it outlines a framework for how do we navigate our customer through eight phases of a journey, where we're creating the kind of remarkable experiences that will keep them coming back for more.
  
Me: Alright, so before we actually started the official recording, you and I were kind of having an informal discussion as it relates to employee experience and your new book, Never Lose an Employee Again: The Sim

Randy Mercer is an omnichannel product content expert with over 15 years of industry experience. He leads 1WorldSync’s global product management and solution architecture teams, aligning the company's portfolio with current customer needs and emerging market trends.
A frequent commentator for national and trade media outlets covering retail and e-commerce news, Randy leverages his extensive background in item and data content alignment, e-commerce application development and solution designed to guide 1WorldSync’s strategic product roadmap and vision. 
Questions
•  Now, could you share with our listeners a little bit about your journey? How it is that you got from where you're coming from, to where you are today?
•  Could you tell our audience a little bit about 1WorldSync, what it is that your organisation does?
•  What are some key things that if we had a listener, tapping into this podcast, who was in that similar space looking to strengthen the architecture of their user experience, whether it be the digital web, or even the face to face or even through the contact centre that you believe they should be focused on primarily at this time?
•  What have been some maybe one or two emerging market trends that you've seen in the whole customer experience space, not just necessarily from a face to face interaction, but even digital?
•  Could you share with our listeners based on your experience especially from a design perspective, what are some key things that you need to consider in order to ensure or at least to get as close to being consistent?
•  Could you share with our listeners as well, what's the one online resource, tool, website or app that you absolutely can't live without in your business?
•  Could you also share with our listeners maybe one or two books that have had a great impact on you, it could be a book that you read a very long time ago, or even one that you've read recently?
•  Now, could you also share with our listeners what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
•  Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed? It kind of helps to get you back on track.
 
Highlights
Randy’s Journey 
Me: Now, could you share with our listeners a little bit about your journey? How it is that you got from where you're coming from, to where you are today?
  
Randy shared that he started out as an application developer about 20 years ago, and through that, doing some customer development for a few customers, he found himself developing applications for the space that he’s in today, which is product content and sharing and distribution of that content. And fast forward, about two decades, he’s now been with 1WorldSync for about 10 years, and had been leading the product organization for about the last 5 years or so of that.
 
What is 1WorldSync and What Your Company Does?
Me: Could you tell our audience a little bit about 1WorldSync, what it is that your organisation does?
 
Randy shared that they're a SaaS platform that sits predominantly in the retail space and they sit between large manufacturers, CPG manufacturers primarily, and large retail organizations, many of which you would know, and they allow those organizations to share master data and e-com content back and forth between the two organizations to power pretty much any channel.
 
Strengthening the Architecture of the User Experience Whether by Digital Web, Face-to-Face or Contact Centre
Me: So, you're in that digital space, I was reading something that Shep Hyken sent out recently about the different acronyms that you have now, you have EX, CX, WX, UX and he was kind of giv