22 episodes
The CX Chat Sabio
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- Technology
A weekly podcast on all things Customer Experience (CX). During the podcast series, we'll be taking a look at the hottest topics and biggest issues faced by Customer Experience professionals right now. We'll also be inviting some of the people who make this industry tick into the ‘pod booth’ to join the debate.
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CX eBook
In this CX eBook, we explore what customer experience means and why now it’s more important than ever. We answer the key questions which can help to create a winning customer experience strategy.
The topics covered:
- Introduction: Why Customer Experience is more important than ever
- What is Customer Experience (CX)?
- Why CX is core to business success
- Case Study: BGL Group
- What makes a great Customer Experience?
- Case Study: HomeServe
- Building the right CX strategy
- Case Study: loveholidays
- Create a Brilliant Customer Experience
- Sabio CX Insights – 5 key drivers for CX acceleration
- Sabio – your Customer Experience Partner -
S2. EP10 - A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins Matt and Simon in the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were.
Connect with Aileen on LinkedIn.
Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100 -
S2. EP9 - Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking.
In this podcast, Lisa Steele, Customer Service Director of BGL Group joins Matt and Simon in the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.
Connect with Lisa on LinkedIn.
Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100 -
S2. EP8 - How to make every leader in your company a CCO and how to drive growth with service excellence
In S2. EP8, Martin Schilling, joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.
Connect with Martin on LinkedIn.
Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100 -
S2. EP7 - Is it possible to create a real ‘customer first’ culture?
In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.
Connect with Ben on LinkedIn.
Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100 -
S2. EP6 - What impact does the ‘Halo Effect’ have on Customer Experience?
In S2. EP6, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon in the pod booth to discuss what the Halo Effect is and how it impacts Customer Experience.
Connect with Victoria on LinkedIn.
Join the discussion on Twitter #TheCXChat @MattDDyer @SimonThorpe100