CX Conversations Vivek Jaiswal

Steve Jobs once said, "Design is not just what it looks and feels like. Design is how it works."

While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is a pain point that needs to be worked upon.

The concept of customer shadowing can help overcome these pain points and design robust customer service. Customer shadowing is like being the fly on the wall while a customer goes through his/her journey.

To discuss customer shadowing and how to use it to improve and innovate customer service design, I have with me Andrew Gallan, Assistant Professor of Marketing and the Director of The Centre for Services Marketing and Management at FAU School of Business, Florida.

Among other things, Andrew and I discuss:


What exactly is customer shadowing?
How is it different from mystery shopping?
What insights can one expect to derive of a customer shadowing exercise?
How can customer shadowing impact customer experience?

Honestly, I didn't know much about Customer Shadowing before this podcast. Thanks to Andrew, I learnt a great deal and I can assure you that you would learn something really interesting in this podcast.



Connect with Andrew Gallan on

LinkedIn: https://www.linkedin.com/in/andrewgallan/

Twitter: https://twitter.com/agallan



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There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience.

Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy.

However, many times, this does not happen and there is a significant gap between the CX and the business strategy.

To discuss how organisations can bridge this gap, I am joined today by one of the best and the brightest in the CX world - Adrian Swinscoe.

Adrian is a veteran customer experience consultant and advisor. He is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant and chair in various reputed CX conferences around the world.

Among other things, Adrian and I discuss:


Why do misalignments between business and CX strategies occur?
How can organisations bridge the gap between business and CX strategies?
What challenges do organisations encounter when aligning the two strategies and how they can overcome them?



Connect with Adrian on

LinkedIn: https://www.linkedin.com/in/adrianswinscoe/

Twitter: https://twitter.com/adrianswinscoe



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Very often, we hear that the one mantra organisations must follow for success is to ensure that customer centricity is the DNA of an organisation. And this is an obvious idea.

However, surprisingly, many organisation tend to lose sight of this idea as they grow. And that is when the downfall starts.

The silver lining, though, is that organisations can redesign themselves to become customer-centric and attain sustainable growth.

To help you with how to do so, I am joined by Heidi Beets, a serial enterprise business architect and a passionate growth advisor, who has worked with multiple brands across sectors to help them achieve sustainable growth through becoming customer-centric. She is currently an Enterprise Architect at Flight Centre Travel Group, a business travel consultant group.

Among other things, Heidi and I discuss:


How business architecture helps build customer centricity in an organisation?
What kind of businesses require a business architecture?
What tools and frameworks are used to design a business for sustainable growth?
What roadblocks businesses encounter in making a customer-centric transformation?

I am certain that this podcast will help you make a fantastic customer-centric transformation for your business.

Connect with Heidi on

LinkedIn: https://www.linkedin.com/in/heidi-beets-50156094/

Twitter: https://twitter.com/iamheidibeets



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While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of a brand significantly different from the company's?

Why do these conundrums occur? And how can brands avoid such pitfalls?

I am delighted to be speaking with Neil Sharp, an expert on developing and delivering customer experience transformation programmes that place the customer at the heart of the organisation, who will answer these questions.

Neil is currently Partner at PEN — a management consulting firm focusing on Customer Experience, Operational Excellence, and Change Delivery. He is leading the CX specialism within PEN that's dedicated to transforming CX for brands.

Among other things, Neil and I discuss:


What is a brand promise?
What companies overlook when they develop their brand?
What steps are required to develop a brand promise from the customer's perspective?
How should brands make the best use of the brand promise? and
What results, both short-term and long-term, organisations see post deploying customer-centric brand process?

The vast experience that Neil has in the industry coupled with his extensive consulting experience have made this one of the most insightful and informative podcasts yet!

This podcast is a must-listen for anyone in branding and customer experience.

Connect with Neil Sharp on

LinkedIn: https://www.linkedin.com/in/neil-sharp-331b89/

Twitter: https://twitter.com/nsharp67



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Today's customers are demanding.

The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped their game considerably to provide the best possible experience to their customers. Naturally, customers expect the same from all brands across all sectors, including healthcare.

And why shouldn't they!?

Healthcare is perhaps the only sectors where customers need the most love, empathy, and compassion. Right?

Strangely, not many healthcare brands understand this fact. I wouldn't be wrong in assuming that most of us have been through one or more not-so-pleasant experiences at hospitals.

Healthcare brands today must do all that they can to improve and enhance patient experience. But how do they do that?

In this podcast, I talk with Rohit MA, Co-founder and Managing Director at Cloudnine Group of Hospitals - India’s leading chain of maternity, childcare and fertility care group of Hospitals, to help understand what healthcare brands can do to enhance the patient experience.

Among other things, we discuss:


How to design an amazing patient experience process?
How to align employees to your CX vision?
How to hire employees effectively?
How to collect and use patient feedback to better the patient experience?

While I am certain that this podcast will add value to all business leaders, it is a must-listen for all of you in the healthcare sector.



Connect with Rohit on

LinkedIn: https://in.linkedin.com/in/rohitoncloud9

Twitter: https://twitter.com/rohitoncloud9



Connect with Cloudnine Group of Hospitals on

LinkedIn: https://www.linkedin.com/company/cloudninehospitals

Twitter: https://twitter.com/CloudnineCare



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People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication."

When it comes to organisations, complexities are discouraged and simplicity is favoured and the reason for that is: simplicity is hospitable to adaptability and the efficacy of an organisation.

Think of it this way: complexities within an organisation are inadvisable for they contribute to poor customer experience. Still not satisfied?

Thankfully, I have one of the top professionals in this field to walk, you and I, through it all.

In this podcast, I talk with Ricardo Saltz Gulko about how to deliver simple and simplified experiences to your customers and employees! Ricardo is the Managing Director and Co-founder of Eglobalis, a boutique consulting agency dedicated to enabling global tech companies to become more agile and adaptable to change. An MBA from Kellogg School of Management and a CCXP, Ricardo **is also a Thought Leader Member and Contributor at the CX University.

Ricardo and I take a deep dive into:


what is organisational complexity?
how to break the organisational complexity barrier to drive growth?
how Ricardo helps companies to design and lead a culture of 'simplicity'?
how this organisational 'simplicity' improves customer experience?

... and much more.

Tune in if you think your place of work is too 'complex' and want to help facilitate change towards a 'simple' organisation.

Connect with Ricardo Saltz Gulko on

Linkedin:  https://www.linkedin.com/in/ricardogulko/

Twitter: https://twitter.com/RicardoSGulko



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