CX Excellence - chats with Anjali

Anjali Malhotra
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C-Xcel Chats are conversation about customer Experience Excellence. The podcast episodes cover best practices in Industry wrt people, processes n technology that are utilized towards building great Customer Experience

Episodes

  1. Brands & CX: Uniting Marketing and Experience

    04/23/2024

    Brands & CX: Uniting Marketing and Experience

    In the latest episode of CX Excellence Chats with Anjali, she delves into the intricate relationship between brand equity and customer experience, with Beth Karawan, Co-Founder of ImprintCX. Hear them speak about the transition from marketing to CX, the impact of brand purpose on customer strategy, the importance of storytelling, cross-functional collaboration and more! Join them as they explore dimensions of brands forging meaningful connections with their customers that potentially enhance brand-customer relationships. #CXExcellence#BrandExperience#CustomerCentricity#MarketingStrategy#BrandPurpose Connect with Anjali: LinkedIn:   / anjali-malhotra-17505525   Instagram:   / cxcel3   Twitter: https: //twitter.com/xcel_c Facebook:   / cxcel3   Email: anjali@c-xcel.com Website: https://www.c-xcel.com

    48 min
  2. Building Customer-Centric Organizations

    04/04/2024

    Building Customer-Centric Organizations

    In this episode of CX Excellence Chats, host Anjali engages in a compelling conversation with Mandisa Makubalo, a renowned Customer Experience Management Strategic Consultant. They dive into the intricacies of change management strategies aimed at fostering a customer-centric culture within organizations. Connect with Anjali: LinkedIn: https://www.linkedin.com/in/anjali-malhotra-17505525/ Instagram: https://www.instagram.com/cxcel3/ Twitter: https: //twitter.com/xcel_c Facebook: https://www.facebook.com/cxcel3 Email: anjali@c-xcel.com Website: https://www.c-xcel.com #CXExcellence #Leadership #CustomerExperience #Culture #WomenInBusiness #DataManagement #AIinCX #Podcast

    54 min
  3. Decoding Customer Behavior: The Data-Driven Approach in Retail

    03/20/2024

    Decoding Customer Behavior: The Data-Driven Approach in Retail

    Join Anjali, host of CX Excellence Chats, in an enlightening conversation with Arpit A., Director of Growth Strategy & Data CoE at Anarock Retail- as they delve into the pivotal role of data analytics in shaping customer experience (CX) within the retail landscape. Explore how data-driven insights unlock valuable customer preferences, behaviors, and expectations, driving strategic decisions and enhancing retail CX. Connect with Anjali: LinkedIn: https://www.linkedin.com/in/anjali-malhotra-17505525/ Instagram: https://www.instagram.com/cxcel3/ Twitter: https: //twitter.com/xcel_c Facebook: https://www.facebook.com/cxcel3 Email: anjali@c-xcel.com Website: https://www.c-xcel.com #RetailCX #DataAnalytics #CustomerExperience #RetailInsights #DataDrivenStrategy #RetailStrategy #CXExcellence #RetailTrends #CustomerInsights #DataInsights

    51 min
  4. Customer-Centric Strategies Unveiled: A Conversation with Annette Franz

    02/29/2024

    Customer-Centric Strategies Unveiled: A Conversation with Annette Franz

    Join Anjali, the host of "CX Excellence Chats with Anjali," in an enlightening conversation with Annette Franz, CCXP, an expert in building winning organizations through customer experience. Annette, a coach, keynote speaker, and author, shares invaluable insights into cultivating customer-centric cultures and strategies. In this episode, Anjali and Annette explore thought-provoking topics such as the counter-intuitive approaches to culture and customer journey, the pitfalls Indian businesses face in crafting CX strategies and building products for customers, not customers for products! Discover the principles and practices of customer-centricity and the role of an employee-first approach in fostering inter-functional collaboration. Connect with Anjali: LinkedIn: https://www.linkedin.com/in/anjali-malhotra-17505525/ Instagram: https://www.instagram.com/cxcel3/ Twitter: https: //twitter.com/xcel_c Facebook: https://www.facebook.com/cxcel3 Email: anjali@c-xcel.com Website: https://www.c-xcel.com

    44 min
  5. Use of Customer Centric Thinking in Insurance : Strategies for CX Excellence

    02/15/2024

    Use of Customer Centric Thinking in Insurance : Strategies for CX Excellence

    Join Anjali, host of "CX Excellence Chats with Anjali," in a dynamic conversation with Dipu KV, Senior President at Bajaj Allianz General Insurance. With expertise in both operations and digital transformation, Dipu shares valuable insights into navigating the evolving landscape of Customer Experience (CX) in the insurance industry. Discover how Dipu addresses the digital transformation versus humanization paradox, balancing the increasing reliance on digital channels with the need for empathy and human touchpoints. Gain insights into leveraging AI and personalization to enhance CX and drive customer retention. Connect with Anjali: LinkedIn: https://lnkd.in/gU74h3m4 Instagram: https://lnkd.in/dyhGggru Twitter: https: //twitter.com/xcel_c Facebook: https://lnkd.in/dnmc2Jsp Email: Anjali@c-xcel.com Website: https://www.c-xcel.com #CXTransformation #DigitalInnovation #InsuranceIndustry #CustomerExperience #HealthInsurance #AI #Personalization

    42 min
  6. The CX Evolution: Telco's Journey through Changing Landscapes feat. GovindaRaj Avasarala

    02/01/2024

    The CX Evolution: Telco's Journey through Changing Landscapes feat. GovindaRaj Avasarala

    Join us for an insightful episode where we delve into various aspects of Customer Experience (CX) in the telecom industry and beyond with GovindaRaj Avasarala, Head CXX at Vi, Vodafone Idea. From the role of the Chief Experience Officer (CXX) and horizontal interdependencies to navigating transitions in product mix and customer service practices, we explore key challenges and strategies. Discover real-world use cases of data excellence centers in telecom and other industries. Tune in for a deep dive into CX excellence and its implications across diverse sectors. #CXChallenges #TelecomTrends #CustomerService #DigitalTransformation #MarketingStrategy #DataExcellence #B2BCX Anjali Malhotra Linkedin - https://www.linkedin.com/in/anjali-malhotra-17505525/ Website - https://www.c-xcel.com/ Email - anjali@c-xcel.com GovindRaj Avasarla Linkedin - https://www.linkedin.com/in/agovindaraj/

    49 min

  7. 01/24/2024

    Decoding CX - my thesis on this subject

    Welcome to the first episode of "CX Excellence Chats with Anjali"! Join your host, Anjali, as she unravels the world of Customer Experience (CX) and its pivotal role in business success. Discover key insights, backed by compelling stats, and gain industry perspectives on CX ownership, metrics, and challenges. Don't miss out on fortnightly episodes where Anjali invites industry guests to explore CX strategies, brand promises, and more. Elevate your understanding of CX across various industries! Connect with Anjali: LinkedIn: https://www.linkedin.com/in/anjali-ma... Email: anjali@c-xcel.com Website: https://www.c-xcel.com

    23 min

  8. Trailer

    CX Excellence - chats with Anjali (Trailer)

    CX Excellence - chats with Anjali

    1 min

  9. 05/01/2021

    C-Xcel Chats introduction

    A peekaboo into what C-Xcel Chats will be about, each fortnight. Setting the context n paving the way for interestinv CX topics to roll hereon

    5 min

Trailer

About

C-Xcel Chats are conversation about customer Experience Excellence. The podcast episodes cover best practices in Industry wrt people, processes n technology that are utilized towards building great Customer Experience

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