درباره این پادکست 🔗
CX lessons from CX leaders, from around the world
فرکانس به روز رسانی:
weekly
میانگین طول صدا:
31 minutes
انگلیسی
ایالات متحده آمریکا
41 قسمت
از سال 10 فوریه 2019
episodic
آخرین اپیزود 🔗
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 concep…
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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 strateg…
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 start…
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 bra…
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 se…
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 reaso…
The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous for.
CX improvement in government is often stymied due to its agencies' culture, shortage of staff, …
At a time when the world is going bonkers over chatbots, what would you think if I said that live chat with an actual person at the other end is more effective?
It might come as a surprise to you, right?
Well as a business it might not make as much sense as it would from the customer's perspectiv…
Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup.
Often, sorting through the array of goals in each of these areas will cause a certain degree of palpitation. Sometimes, as Rohit puts it, ev…
A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value.
A CX Management Team, just like other functional team…
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