Conversation 🇺�‪�‬ Conversation 🇺🇸

On this episode of Conversation: CX, Steve Belgraver, the founder and ambassador of the European Customer Experience Organization, shares his tips and best practices for ensuring successful client service delivery. 



Watch the interview for valuable insights:



- Explore what makes the B2B customer journey and client delivery unique

- Learn the main KPIs to consider when assessing the success of your customer service program

- Discover Steve's cross-functional approach to client delivery, and why it matters at enterprise scale

About Steve Belgraver :

Steve has 20 years experience in Service Management leadership, having worked for major Telecom and Solutions providers such as Vodafone and GTT, where he introduced Customer Journey mapping, and is a founder and ambassador of the European Customer Experience Organization. 



▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

Tabitha Dunn, Ericsson: https://conversation.iadvize.com/en/tabitha-dunn-ericsson

Sandra Thompson, The Ei Evolution :

https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution

Jeff Sheehan, JS Consulting: https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting

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On this episode of Conversation: CX, Tabitha Dunn, Chief Customer Officer at Ericsson, dives into a big topic for Customer Experience

leaders around the world: the CX transformation roadmap, emphasizing the importance of the first year. 



Watch this insightful interview to: 



- Explore how to identify the CX gaps, and prioritize them.

- Learn how to tie Customer Experience improvements to what matters to other leaders within your organization.

- Find out how to build the case for change in your company and within your teams.

 

About Tabitha Dunn:



Tabitha Dunn is the Chief Customer Officer at Ericsson, the Swedish multinational networking and telecommunications company and leading provider of 5G network equipment in the US. Tabitha has over 20 years of experience in CX. She successfully built five global customer experience functions from the ground up.



More info:

Tabitha Dunn on LinkedIn



▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

Sandra Thompson, The Ei Evolution : 

https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution 



Jörg Heinemann, Otto:

https://conversation.iadvize.com/en/joerg-heinemann-otto

Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
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Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

YouTube: www.youtube.com/c/Iadvize-com

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On this episode of Conversation: CX, Sandra Thompson,  Founder of The EI Evolution, shares her insight into the key role of Emotional Intelligence to enhance the customer experience :

How to differentiate Emotional Intelligence (EI) and empathy
How to develop emotional intelligence skills 
How can we reconcile between AI and EI in order to enhance the customer experience
About Sandra Thompson : 

Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience. 

More info: 

Sandra Thompson on LinkedIn

▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

Jeff Sheehan, CX Advisor : 

https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting

Jörg Heinemann, Otto:

https://conversation.iadvize.com/en/joerg-heinemann-otto 



Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada

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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

YouTube: www.youtube.com/c/Iadvize-com

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On this episode of Conversation: CX, Jeff Sheehan,  CX author of Customer Experience Management Field Manual and Principal CX Advisor at JS Consulting, shares his insight into building a high-functioning CX program while combining both theory and practice and the use of data:



- When designing your own customer experience program, what priorities should your business focus on
- How CX can be connected to business value in concrete ways
- How do you turn customer insights into real improvements



About Jeff : 



Jeff Sheehan is a CX practitioner, author, and active member of the global CX community. He has been serving clients for over 25 years, with extensive experience in customer strategy and digital transformation management. Jeff is also the author of a CX Management Field Manual published in 2021 (Boston Business Books)

 

More info:

Jeff Sheehan’s LinkedIn profile

Jeff Sheehan's Book 




▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

Jörg Heinemann, Otto:

https://conversation.iadvize.com/en/joerg-heinemann-otto

Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada

Alex Genov, Zappos: https://conversation.iadvize.com/en/alex-genov-zappos

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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

YouTube: www.youtube.com/c/Iadvize-com

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On this episode of Conversation: CX, Jörg Heinemann, Principal Innovation & Digitalization at Otto, shares his insight into innovating the digital customer experience and delivering smarter experiences across the customer journey: 

How using the full potential of omnichannel journeys is the future for CX and can optimize the customer experience 
How Live shopping is unavoidable if you want to excel in eCommerce since Jörg considerate it as “the bridge” for eCommerce and retail
The key role of messaging when it comes to conversational commerce


About Otto : 

      Founded in 1949  and based in Germany, Otto is one of EU most successful ecommerce companies, and operates in more than twenty countries. Otto is primarily a retail e-commerce company, and as a shareholder, it also operates in e-commerce services.

 

▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬



Marie-Helene Cuisson, Lowe’s Canada: conversation.iadvize.com/en/marie-helene-cusson-lowes-canada



Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos



Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from



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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ



Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221



YouTube: www.youtube.com/c/Iadvize-com

Follow us 👉

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Instagram: @iadvize

Twitter: @iadvize

In this episode of Conversation CX, Marie-Helene Cusson, Brand Marketing Director at Lowe's Canada, explains how to turn customer and business data into actionable insights that increase sales and customer satisfaction. 



Listen to the interview to:

Identify the mistakes to avoid when it comes to business and customer intelligence
Learn how data can help you deliver the right marketing messages
Leverage all of this data to improve online and in-store customer experience


About Lowe’s Canada:

Based in Boucherville, Quebec, Lowe’s Canadian business, together with its wholly owned subsidiary RONA inc., operates or services over 450 corporate and independent affiliate dealer stores under different banners, which include Lowe’s, RONA, Reno-Depot, and Dick’s Lumber. 

Find more episodes to elevate your digital experience on conversation.iadvize.com



▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬



Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos



Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from



How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping



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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

YouTube: www.youtube.com/c/Iadvize-com



Follow us:

LinkedIn: www.linkedin.com/company/iadvize

Instagram: @iadvize

Twitter: @iadvize