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Hello and welcome to Clientship's Customer Experience Superheroes Podcast Series.
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This is a series designed to unearth the superpowers that we feel are essential for customer experience practitioners and professionals the world over to master.
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By doing so, they'll be able to excel, ensuring that the customer experience delivered improves not only the customers, but employees, communities, and society at large's experience to arrive at better outcomes.
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In our previous series, we have looked at such topics as customer journey mapping, the value of it, we've looked at the importance of trust, we've mystery shopped with citizen M, and we've spent some time looking at the changing behaviors in humans caused by COVID.
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So we are now moving on to our third series, and in this first episode, we catch up with Helen Burt from Lyme Trophy, a recognized voice of a customer platform.
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Helen is going to talk to us not about that particular aspect, but by about a very interesting initiative that Lymetropy found itself to be involved in since lockdown.
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I caught up with Helen a few days ago.
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Welcome, Helen Burt, business development director for Lime Trophy, and also originator of the Customer Experience World Games.
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Thank you for having me.
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You're very, very welcome.
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I'm delighted to catch up with you.
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I've been wanting to mean to get you on our podcast series ever since I saw the launch of something rather special, the Customer Experience World Games.
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So, what on earth is going on?
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You may well ask.
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The Customer Experience World Games is an idea that was kind of bubbling away in the background, um, with something we talked about internally about bringing the community together and creating an event where CX professionals from around the world could work together.
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And then COVID-19 came along and everybody went into lockdown.
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And we assumed that quite a lot of uh jobing consultants and CX professionals might be working from home and need a way to connect with each other.
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Um, we ourselves were due to go to a big CX and UX event at London Excel before it was turned into a hospital, and we were left not doing that and without those networking opportunities.
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So we thought, why not?
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We'll we'll give it a go and we'll pop out an advert for the CX World Games.
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We are running it on an app.
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So I Together is um uh an employee engagement app in the normal in its normal operation.
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We use it to bring together distributed teams.
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So, for example, it's used for one of our clients, Aero Mexico, who use it for their ground and air crew pilots to communicate with each other, share ideas, uh, highlight where their customer experiences that are not going right.
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Those ideas are centrally collated and then used to improve their customer experience.
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So we had this app and we had the idea, uh, and we popped a quick ad on LinkedIn thinking we might get 30 people.
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30 people, six teams of five, we'll we'll have a little go, we'll pose some challenges and we'll do some good.
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The idea was to collect the CX professionals together for a bit of pro bono work, really.
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They would contribute uh ideas towards challenges for organizations who were perhaps charities or social organizations who didn't have the resources for a big customer experience team or to employ a customer experience consultant, and we might solve some challenges that they had was the initial idea, and then obviously with lockdown, challenges became even greater potentially.
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We popped this advert out, and we now have 147 CX professionals from all five continents of the world playing together to solve these challenges.
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It's been absolutely incredible.
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That's fabulous.
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So we'll look back and kind of go, what did you do during the lockdown?
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And actually, you made a difference.
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I mean, so you so you've got these, but I guess you've obviously reached out to anyone in particular.
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Is there any names in there that we might know?
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Yeah, I'm sure you would.
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Um so we've got a couple of business partners that we work with who are taking part in the judging.
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So Ian Williams, I think I saw him in your shed.
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Yes, uh Ian from Jericho Consulting.
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Yeah, we know Ian.
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Um, and then you've uh we're also working with Manuela Pifani, who does quite a lot of chairing of the CX um conferences, and she's won lots of awards.
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She is a serial award winner, you'll find, yes.
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Yeah, absolutely.
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Um, and then obviously we we we had to have the one and only CX rock star James Dodkins.
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Excellent.
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What role's he got?
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So he's captaining one of our teams.
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So team team rock stars, finally and of course, of course.
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And his adversary, uh, of course, had to be the CX punk, Adrian Swinsco.
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Ah, yes, so him him, the the author Adrian, yes?
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Yes, that's him, yeah.
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Okay, so these sound in.
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So you've got punks and rock stars.
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Tell me the rest of the teams in.
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Who else have you got?
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So we've got um ambassadors led by Jonathan Daniels, who um runs the the CX uh group in Brussels.
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Yep, yeah.
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He so he's he's got a fabulous uh he does the kind of a global perspective uh webinar, so ever so good, yeah.
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Yeah, that's that's one.
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Um, and then we've also got uh Shane Goldberg running a team who are mostly based down under, but also has a couple from the US, and I think that's that's a team that he he's built himself.
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What are they called?
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Accelerators.
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The accelerators like um what is that?
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Uh Alan Shooker's uh The Apprentice, isn't it?
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It's kind of the name of the brilliant.
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I think it has no, no, they chose themselves.
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They chose themselves, okay.
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All right.
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Uh I I don't think it was like that first board meeting where you sit down and try and think of a brand.
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I wasn't involved.
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Um, and then we've got Team WoW, who are a South American team, but they are being captained by um Carlos Espinosa.
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Ah, yes, now I know Carlos, of course.
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So yeah, excellent.
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So so they're predominantly, I guess there's a time zone thing here, isn't there?
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Really, is it there is, and initially, you when we were expecting our 30 players, we were going to pop them all in teams by continent, and that was gonna be nice and easy.
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But actually, we had lots of people join, and one of the the key uh aims of the project was to bring communities together, and we thought, you know what, if we if we only mix people from the same continent, they they probably know each other already.
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You've mixed it up a bit more, then have you?
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Yeah, so we've mixed them up.
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So um I know that um Joanna Carr is in the Team WoW.
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Uh so yeah, we we've mixed them up quite a lot.
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Okay, so sorry, I'll subscribe your further.
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So you've got the accelerator, the ambassadors, if I get this right, punks, wow team, and the rock stars, at least one left.
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So we've got uh the CX hedonists.
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Yeah, yeah, absolutely.
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Well, there is a reason.
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Uh so their captain is Heidi Stone, um, whose specialism um is well-being in CX.
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Yeah, yeah.
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So I've worked with I've had the pre pleasure of working with Heidi before in a utility capacity, and I know she's done a lot of great work in the uh hospitality industry as well.
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So we've got a really nice balance of team captains, judges, and players.
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We've got a fantastic range of players, client side agency, uh independent consultants, you know, huge ranges, right?
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Right.
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So so it sounds as if, you know, from a from the the objective of bringing a community together, you've really achieved that.
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You've got a community there.
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It shows the strength and the and the and the the love within the CX community.
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So these people are coming together on their own time, doing it because they feel it's important to make a difference.
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Because the teams are quite large.
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Yeah, uh people can dip in and dip out as they see fit.
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We we've certainly had a couple of people say, look, yeah, I've got a client job on this week, but you know, for the most part, they're they're coming together as groups and they're working together on those challenges.
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You can get involved as much or as as little as you want.
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Yeah.
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Absolutely.
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And have you got any sort of media coverage out of it?
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I mean, is there any Yeah, um, we've been very, very lucky that uh Chris Ward from My Customer has allowed a cover it um within his uh publication, and also he's um got involved in the judging as well.
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Brilliant.
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Uh which is fantastic to have a separate view.
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It's quite a dynamic view then.
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So you've got so professional consultances, you've got editors, who else is on your judging panel?
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Um, so there's a couple of people I haven't mentioned.
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Chris Byrum, who has uh a background in financial services consulting for CX, um, and then also Professor Dr.
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Phil Klaus.
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Um, so from an education and development point of view, you know, really nice range.
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Yeah, great.
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So this is a great network of proper CX um superheroes, I would say.
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Uh I think most of those, in fact, we're talking to Phil about um uh how different, or as it turns out, not different it is to uh run customer experience programs for high net worth and billionaires.
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Excellent, right?
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So we've got our teams.
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You told us it's it's on an app, and this has started already.
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So, how long have you been going for?
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How long's the game's been live?
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It has been live since the beginning of May.
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So are we three weeks in now?
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Okay, and what have you done so far?
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So we've had two challenges.
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The plan was always to do five challenges, and each challenge would be set by, as I say, a charity or a social organization.
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Um, we've we've cast the net a bit wider actually because of the volume of people we've got and because of the huge impact that COVID-19 has had on the community as a whole.
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Uh, we cast the net wider, so we're looking at commercial challenges as well.
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Uh so the first challenge was uh in aid of the superheroes foundation.
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Okay, tell our listeners more about uh the good work that they do.
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The superheroes foundation was started by a guy called Jamie MacDonald, otherwise known as Adventure Man.
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Yes.
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So he's done some crazy skunks, you know, walking for miles, uh going around the world doing all sorts of things uh for charity.
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Yes.
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And he's brought that experience back, and what he's doing now is supporting families to raise funds for charitable causes.
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So in in our particular instance, he was planning a huge charity campaign for a little boy called Dylan, who's sixth um and has cancer.
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And his mum was going to do a challenge where she walked 25 miles around her local parks.
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Yeah.
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Uh and that was due to happen uh on the 9th of May, which um was Dylan's birthday.
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Right.
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Which it couldn't happen then, could it?
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Absolutely not.
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So Jamie was a bit stuck.
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Uh actually he did us a fantastic video, which if you have time to go and watch it, you really should.
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Sure.
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Uh he said he was out of ideas.
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You know, he's a professional fundraiser, that is his job.
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He's out of ideas.
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Didn't he win Prime of Britain last year or something like that?
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He did, he did, that's right.
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Yeah.
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So I mean he is he's not he's not an average fundraiser.
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I mean, this this kid knows what he's doing, doesn't he?
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So he's out of ideas, and he's come to you guys.
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So he get we we approached him actually in in this first instance because we were looking for challenges and we'd come across his charity and thought, you know, he he's gonna be stuck.
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So um he found this particular case um of Jess, whose mum and Dylan, who's a little boy, um, and said, Can you help me?
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Can you get the teams to think of ways in which I can create a fundraising experience um within the rigours of lockdown?
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Um so we sent the challenges to the captains.
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The captains gathered their teams together.
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Challenges have been about seven days-ish long to allow for teams to be able to get together and then prepare a response.
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The response is pretty short, you know, two or three pages of A4 to kind of sketch out what the what the strategy is and how they plan to deliver it.
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Yeah.
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They submitted them all to us and then we we send them to the judges.
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The judges have a look um and they've got a scorecard, they've got a structure around which they need to um score these ideas, and then we gather them in and we add up the points, so it's a sort of first to fifth ranking ranking system, gather points on that basis, and the the highest points wins the first challenge.
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Right.
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So um you completed your first challenge.
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I guess so the teams are left pretty lawless, are they?
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They just come together, get their ideas, shape them, and submit them before the deadline, and that's it.
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There's no intervention from you guys needed, they're just getting on with it.
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So your ideas have come in now.
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Um you've you obviously said you finished your round one.
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So did you get a winner?
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We certainly did, yeah.
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So who is who is who won that?
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So uh the ambassadors came up trump on on the first chance.
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It was so close, there was a point in it between the ambassadors and the punks, and actually, we've seen some fantastic uh banter on social media.
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That's good.
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So, what was the um uh ambassadors' idea?
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Are you able to share that at all?
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I can, yeah.
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Um the ideas obviously needed to replace the the fundraising uh opportunities that Jess would have had if she'd been walking around local parks.
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And the winning idea uh was to do with Pokemon.
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I understand that Dylan's very into it.
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Uh so Jess had to do some Pokemon-based uh challenges.
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Right, okay.
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And these are things that she doesn't have to go into the park to do, she can do from home.
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Absolutely, yeah.
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There's probably a high in high online engagement piece there, I would imagine.
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Yeah, there absolutely is.
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I I believe they have a Pokemon Go challenge thing, which you have to do with your mobile phone and go and find Pokemons around the other around the world or something.
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And then there was a community element as well to get other people involved with getting involved in the challenge.
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Excellent.
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So that's gone off to to I mean, do you just send that off to Jamie?
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He just gets he just gets the winners one, does he, or how does it work?
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No, actually, what we did was to send him all the ideas because whilst uh Ian and Manuelo and Chris and uh Phil Klaus and Chris Ward are fantastic judges from a CX community point of view, we thought we'd send Jamie all the ideas and then he could share them with Jess, who by the way is a single mum with three boys at home by herself doing lockdown, and also taking Dylan all to his hospital appointments.
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So she was in the best position to judge what was going to be the best.
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Awesome, awesome, excellent.
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So that was your first.
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We've just had entries in for the second challenge, and the next one will start on Monday the 25th.
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You don't know what your answers look like for your second challenge, but can you give us an idea of I mean the first one sounds like it was more you know experiential than customer experience, yeah.
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But what's the second one?
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Is that the similar thing or is it a different requirement?
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No, it's quite different.
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So looking at a different aspect aspect of customer experience, so um, this was for a startup.
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Actually, uh we heard of it through one of the players.
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So uh a lady called Jelle Mansfield, who's based in Canada, um, is working with a collective of people to put together some technology which will aid the process of moving from lockdown back into life.
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Uh I wouldn't say normal life because I where it's going next.
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But um and the idea they've had is to use artificial intelligence to provide advice and support to keep kids and parents safe during the process of re-entering normal life.
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But what they wanted was some guidance on Voice of the Customer.
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Okay, it's a much more classic CX space.
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Yeah, absolutely.
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How do they gauge um how their customers are reacting to their to their both their environment and the product as well?
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So as they journey from from lockdown back into normal life, what does that journey look like and what kind of support do they need along the way?
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Right, okay, excellent.
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So it's a startup modern using tick uh AI technology and then kind of um uh what what what what is the requirement?
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So the requirement of the players on this one, because I guess it's not like you've not got a company that's existing, it's quite a lot of unknowns.
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So is it just uh a hypothetical VOC or or is it quite specific to this particular requirement?
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I think it had to be quite specific to this requirement.
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So um, because this is something very new, yeah, um, and something that nobody's done before, it needed to understand all the nuances of who the audience were, what the touch points were going to be, what the customer journey looked like.
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Um so they did have to think in some detail about how a customer was going to progress through this process and how they were going to keep in touch with them along that journey.
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Sounds great.
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I mean it sounds like uh first one was a charitable cause, and this is a social cause.
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I guess you must be really pleased with the sorts of challenges that you've picked up along the way.
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Yeah, we're I mean we're overwhelmed.
00:17:32.799 --> 00:17:34.880
You said you've had some some kind of healthy bench and stuff.
00:17:34.960 --> 00:17:37.279
I mean, what sort of feedback are you getting from the players on online?
00:17:37.519 --> 00:17:43.039
Are they sort of finding the chat the you know the challenges tough or are they kind of really getting into them?
00:17:43.599 --> 00:17:46.720
Yeah, I mean I think the challenges aren't easy.
00:17:47.039 --> 00:17:48.079
No, they're these are good.
00:17:48.160 --> 00:17:50.079
I mean, I guess you've got good people, haven't you?
00:17:50.240 --> 00:17:50.960
Professionals in there.
00:17:51.039 --> 00:17:52.559
They should be able to cope with these.
00:17:52.880 --> 00:17:56.960
There they are professionals in there, but the the idea was that they were supposed to be challenges.
00:17:57.039 --> 00:18:01.359
It wasn't a trick, it wasn't a commercial operation from our point of view.
00:18:01.440 --> 00:18:05.839
You know, we're sponsoring it, but other than that, it was a genuine social enterprise.
00:18:05.920 --> 00:18:06.319
Yeah.
00:18:06.400 --> 00:18:09.440
Um, and they are genuine problems that need to be solved.
00:18:09.680 --> 00:18:13.119
So we have had some feedback that, you know, these are quite hard.
00:18:13.359 --> 00:18:28.720
Um we've also had we've had some fantastic feedback to say how much people are enjoying getting to know people across the globe, how much they're enjoying part of being part of the community, how they feel stretched as a result of um the challenges they're undertaking.
00:18:28.880 --> 00:18:38.960
Uh, one really nice piece of feedback, actually, that we had from um a lady called Cat Houncil, she wrote a really lovely blog which said that the egos had been left behind.
00:18:39.119 --> 00:18:42.400
Level playing for when she was talking to her team, all ideas were welcome.
00:18:42.559 --> 00:18:47.599
It was a really nice brainstorming session that they had, which was really great feedback.
00:18:47.839 --> 00:18:55.359
Because I wondered though, I mean, I well I didn't want to raise it, but I was slightly worried that you'd have, you know, kind of a bit of jostling, a bit of prospecting, that sort of thing.
00:18:55.440 --> 00:18:59.039
I mean, how have you made sure, or is it just naturally not happened?
00:18:59.279 --> 00:19:00.160
I think a bit of both.
00:19:00.240 --> 00:19:10.480
It was something we thought of up front, um, and we put together a document called Spirit of the Games, which was very clear that uh this wasn't an opportunity to sell.
00:19:10.640 --> 00:19:17.839
You know, it should be taken in the spirit of uh the games that were planned um and not used as a foothold for anything else.
00:19:18.000 --> 00:19:20.880
And as far as I know, that's going really well.
00:19:21.039 --> 00:19:22.000
People really enjoy it.
00:19:22.480 --> 00:19:23.440
Excellent, excellent.
00:19:23.599 --> 00:19:26.319
Well, I mean, this is this is an incredible achievement.
00:19:26.400 --> 00:19:27.519
I think this is fabulous.
00:19:27.599 --> 00:19:37.119
This is what you kind of hope when it happens when a community comes together, they see the value of I mean, you've got that many people and they're all putting a couple of hours in each.
00:19:37.200 --> 00:19:45.039
I mean, that's a a good amount of resource going into thinking about challenges that I guess the groups of people don't know how to fix.
00:19:45.200 --> 00:19:50.400
So um, it's an incredibly worthy piece of work to be to be involved in.
00:19:50.480 --> 00:19:52.960
I mean, how do you feel personally about being involved?
00:19:53.119 --> 00:19:54.160
How's it making you feel?
00:19:54.319 --> 00:19:56.079
Oh, it makes me feel on top of the world.
00:19:56.240 --> 00:19:56.559
Great.
00:19:56.799 --> 00:20:07.440
Um, particularly during this time, it it would be very easy to sit at home coping the children don't come upstairs in the next conference call, you know, checking that I've got time to fit everything in.
00:20:07.519 --> 00:20:10.079
It would it would be very easy uh to be down.
00:20:10.160 --> 00:20:12.319
But actually, this has really buoyed me up.
00:20:12.400 --> 00:20:20.480
It's fantastic to have all the feedback, to be in touch with all these people, um, to really feel part of something special has been fantastic.
00:20:20.799 --> 00:20:28.880
And and I guess really at the end of the day, if if just one of those challenges leads to a better outcome, then it was all worthwhile.
00:20:28.960 --> 00:20:39.119
But it it sounds to me as if you've already achieved that by people feeling engaged, people, as you say, talking to people they didn't know when we talked to, having a kind of a positive distraction.
00:20:39.279 --> 00:20:50.880
Well, what I must say is um I've been seeing an awful lot of um this is how the future will look like, this is how customer experience is going to change, here's your new rule book, um, the new world order.
00:20:51.039 --> 00:20:55.839
And you kind of think to yourself, do we know what that looks like really?
00:20:56.319 --> 00:21:06.319
And what's very pleasing is you've you've not you're not in you're not playing in that space, you're playing in the how can we help you well not even help, but you know, what can we do, what can we do together?
00:21:06.480 --> 00:21:18.799
I guess whilst you set it up, I guess there's a lot in of trust because you're giving it over to other people to use and they're not abusing it, so it recognises that the human nature is to try and make things better.
00:21:19.039 --> 00:21:27.440
It's a hugely positive thing, and you know, we're calling them games, but actually when it's a little boy or a community of people, it it's not really a game, is it?
00:21:27.599 --> 00:21:39.039
Um we we find some fantastic feedback from Jess, and I probably didn't ought to tell you this, uh, but she is potentially going to be taking one of the ideas forward, we hope, to have some news on that in the very near future.
00:21:39.359 --> 00:21:39.839
That's brilliant.
00:21:39.920 --> 00:21:42.799
That is well, that is brilliant, that makes it all worthwhile, doesn't it?
00:21:42.960 --> 00:21:49.759
Well, I mean, for for me, I think you you know you can clearly put yourself in the category of a CX superhero.
00:21:49.839 --> 00:21:59.759
I mean, when when the chips are down, you know, kind of I've I've had a look at the different ways in which organisations have been responding, and there is at the far end, there is the contradiction.
00:22:00.480 --> 00:22:03.759
With a capital C, and I clearly put you in that category.
00:22:03.839 --> 00:22:06.640
You know, you're there helping the community.
00:22:06.799 --> 00:22:11.519
The community, I guess you can't do the ideas on your own, you need the community, but you're making it fun.
00:22:11.680 --> 00:22:17.359
You're actually bringing the concept of an experience in, and that allows then the difference to happen.
00:22:17.440 --> 00:22:19.279
So, you know, to be congratulated.
00:22:19.440 --> 00:22:21.039
It's brilliant news.
00:22:21.359 --> 00:22:22.160
Oh, yeah.
00:22:22.240 --> 00:22:25.920
I'm I'm not gonna take the credit for any of this at all.
00:22:26.000 --> 00:22:30.559
I think the superhero has to be the customer experience world games community.
00:22:30.799 --> 00:22:34.400
Yeah, I yeah, I guess without them, it doesn't exist, just an idea, isn't it?
00:22:34.559 --> 00:22:36.559
So it's all down to them coming together.
00:22:36.880 --> 00:22:42.880
You work within a community, you see good, bad, and indifferent, and what you've seen here is is good rising up.
00:22:42.960 --> 00:22:47.039
So, you know, congratulations for for giving them the platform to to achieve that.
00:22:47.279 --> 00:22:47.599
Awesome.
00:22:47.680 --> 00:22:59.920
Well, look, I think we should check back in with you perhaps in a couple of months, you know, kind of just to see how things progressed, see how it all ended up, find out who won, and just find out kind of what Make a Difference ended up looking like.
00:23:00.160 --> 00:23:03.359
So um, thank you so much for sharing the story so far, Helen.
00:23:03.519 --> 00:23:04.799
It's just inspiring.
00:23:04.960 --> 00:23:06.720
So thank you for doing that.
00:23:06.880 --> 00:23:10.480
And um can I ask you one thing, Christopher?
00:23:10.799 --> 00:23:11.440
Yes.
00:23:12.000 --> 00:23:19.920
Would you be able to ask if any of the rest of the community have any challenges that they'd like to put to us?
00:23:20.160 --> 00:23:20.400
Yeah.
00:23:20.559 --> 00:23:22.799
Uh I think we've I think we've got one space at the end.
00:23:23.119 --> 00:23:25.599
Okay, yep, squeeze in one extra challenge.
00:23:26.160 --> 00:23:35.359
So if if there's anybody, um and and it does have seem to have it does need to have some common purpose, but um, yeah, it'd be great if anybody's got any connections.
00:23:36.400 --> 00:23:36.559
Wonderful.
00:23:36.640 --> 00:23:37.039
All right, Helen.
00:23:37.200 --> 00:23:39.920
Well, I'm gonna sign off there, so thank you so much for your time.
00:23:40.160 --> 00:23:42.000
Good luck with the rest of the games.
00:23:42.240 --> 00:23:45.599
Um, enjoy and uh continue the good work.
00:23:45.839 --> 00:23:47.200
Thanks very much for having me, Chris.
00:23:47.440 --> 00:23:48.160
Bye-bye.
00:23:48.480 --> 00:23:48.640
Okay.
00:00:17.760 --> 00:00:22.800
Hello and welcome to Clientship's Customer Experience Superheroes Podcast Series.
00:00:23.039 --> 00:00:34.320
This is a series designed to unearth the superpowers that we feel are essential for customer experience practitioners and professionals the world over to master.
00:00:34.560 --> 00:00:49.759
By doing so, they'll be able to excel, ensuring that the customer experience delivered improves not only the customers, but employees, communities, and society at large's experience to arrive at better outcomes.
00:00:50.240 --> 00:01:09.519
In our previous series, we have looked at such topics as customer journey mapping, the value of it, we've looked at the importance of trust, we've mystery shopped with citizen M, and we've spent some time looking at the changing behaviors in humans caused by COVID.
00:01:09.840 --> 00:01:20.640
So we are now moving on to our third series, and in this first episode, we catch up with Helen Burt from Lyme Trophy, a recognized voice of a customer platform.
00:01:21.280 --> 00:01:31.760
Helen is going to talk to us not about that particular aspect, but by about a very interesting initiative that Lymetropy found itself to be involved in since lockdown.
00:01:32.079 --> 00:01:34.640
I caught up with Helen a few days ago.
00:01:34.959 --> 00:01:43.359
Welcome, Helen Burt, business development director for Lime Trophy, and also originator of the Customer Experience World Games.
00:01:43.760 --> 00:01:44.640
Thank you for having me.
00:01:44.879 --> 00:01:45.920
You're very, very welcome.
00:01:46.239 --> 00:01:47.840
I'm delighted to catch up with you.
00:01:47.920 --> 00:01:57.760
I've been wanting to mean to get you on our podcast series ever since I saw the launch of something rather special, the Customer Experience World Games.
00:01:57.920 --> 00:02:00.400
So, what on earth is going on?
00:02:00.719 --> 00:02:01.760
You may well ask.
00:02:02.319 --> 00:02:17.759
The Customer Experience World Games is an idea that was kind of bubbling away in the background, um, with something we talked about internally about bringing the community together and creating an event where CX professionals from around the world could work together.
00:02:18.080 --> 00:02:23.199
And then COVID-19 came along and everybody went into lockdown.
00:02:23.360 --> 00:02:33.840
And we assumed that quite a lot of uh jobing consultants and CX professionals might be working from home and need a way to connect with each other.
00:02:34.000 --> 00:02:45.120
Um, we ourselves were due to go to a big CX and UX event at London Excel before it was turned into a hospital, and we were left not doing that and without those networking opportunities.
00:02:45.360 --> 00:02:46.400
So we thought, why not?
00:02:46.479 --> 00:02:52.080
We'll we'll give it a go and we'll pop out an advert for the CX World Games.
00:02:52.240 --> 00:02:54.319
We are running it on an app.
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So I Together is um uh an employee engagement app in the normal in its normal operation.
00:03:01.280 --> 00:03:04.080
We use it to bring together distributed teams.
00:03:04.159 --> 00:03:15.360
So, for example, it's used for one of our clients, Aero Mexico, who use it for their ground and air crew pilots to communicate with each other, share ideas, uh, highlight where their customer experiences that are not going right.
00:03:15.599 --> 00:03:21.280
Those ideas are centrally collated and then used to improve their customer experience.
00:03:21.599 --> 00:03:27.840
So we had this app and we had the idea, uh, and we popped a quick ad on LinkedIn thinking we might get 30 people.
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30 people, six teams of five, we'll we'll have a little go, we'll pose some challenges and we'll do some good.
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The idea was to collect the CX professionals together for a bit of pro bono work, really.
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They would contribute uh ideas towards challenges for organizations who were perhaps charities or social organizations who didn't have the resources for a big customer experience team or to employ a customer experience consultant, and we might solve some challenges that they had was the initial idea, and then obviously with lockdown, challenges became even greater potentially.
00:04:03.439 --> 00:04:14.319
We popped this advert out, and we now have 147 CX professionals from all five continents of the world playing together to solve these challenges.
00:04:14.560 --> 00:04:15.919
It's been absolutely incredible.
00:04:16.160 --> 00:04:17.040
That's fabulous.
00:04:17.199 --> 00:04:20.879
So we'll look back and kind of go, what did you do during the lockdown?
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And actually, you made a difference.
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I mean, so you so you've got these, but I guess you've obviously reached out to anyone in particular.
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Is there any names in there that we might know?
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Yeah, I'm sure you would.
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Um so we've got a couple of business partners that we work with who are taking part in the judging.
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So Ian Williams, I think I saw him in your shed.
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Yes, uh Ian from Jericho Consulting.
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Yeah, we know Ian.
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Um, and then you've uh we're also working with Manuela Pifani, who does quite a lot of chairing of the CX um conferences, and she's won lots of awards.
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She is a serial award winner, you'll find, yes.
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Yeah, absolutely.
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Um, and then obviously we we we had to have the one and only CX rock star James Dodkins.
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Excellent.
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What role's he got?
00:05:06.800 --> 00:05:08.879
So he's captaining one of our teams.
00:05:08.959 --> 00:05:13.040
So team team rock stars, finally and of course, of course.
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And his adversary, uh, of course, had to be the CX punk, Adrian Swinsco.
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Ah, yes, so him him, the the author Adrian, yes?
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Yes, that's him, yeah.
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Okay, so these sound in.
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So you've got punks and rock stars.
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Tell me the rest of the teams in.
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Who else have you got?
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So we've got um ambassadors led by Jonathan Daniels, who um runs the the CX uh group in Brussels.
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Yep, yeah.
00:05:37.839 --> 00:05:43.680
He so he's he's got a fabulous uh he does the kind of a global perspective uh webinar, so ever so good, yeah.
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Yeah, that's that's one.
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Um, and then we've also got uh Shane Goldberg running a team who are mostly based down under, but also has a couple from the US, and I think that's that's a team that he he's built himself.
00:05:57.680 --> 00:05:58.560
What are they called?
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Accelerators.
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The accelerators like um what is that?
00:06:02.480 --> 00:06:04.879
Uh Alan Shooker's uh The Apprentice, isn't it?
00:06:04.959 --> 00:06:06.480
It's kind of the name of the brilliant.
00:06:06.639 --> 00:06:11.360
I think it has no, no, they chose themselves.
00:06:11.600 --> 00:06:12.560
They chose themselves, okay.
00:06:12.639 --> 00:06:13.040
All right.
00:06:13.439 --> 00:06:18.399
Uh I I don't think it was like that first board meeting where you sit down and try and think of a brand.
00:06:19.920 --> 00:06:21.519
I wasn't involved.
00:06:21.759 --> 00:06:29.199
Um, and then we've got Team WoW, who are a South American team, but they are being captained by um Carlos Espinosa.
00:06:29.439 --> 00:06:32.000
Ah, yes, now I know Carlos, of course.
00:06:32.079 --> 00:06:33.040
So yeah, excellent.
00:06:33.199 --> 00:06:36.879
So so they're predominantly, I guess there's a time zone thing here, isn't there?
00:06:36.959 --> 00:06:44.800
Really, is it there is, and initially, you when we were expecting our 30 players, we were going to pop them all in teams by continent, and that was gonna be nice and easy.
00:06:44.879 --> 00:06:58.240
But actually, we had lots of people join, and one of the the key uh aims of the project was to bring communities together, and we thought, you know what, if we if we only mix people from the same continent, they they probably know each other already.
00:06:59.199 --> 00:07:01.040
You've mixed it up a bit more, then have you?
00:07:01.279 --> 00:07:02.480
Yeah, so we've mixed them up.
00:07:02.560 --> 00:07:06.959
So um I know that um Joanna Carr is in the Team WoW.
00:07:07.439 --> 00:07:09.680
Uh so yeah, we we've mixed them up quite a lot.
00:07:10.079 --> 00:07:12.000
Okay, so sorry, I'll subscribe your further.
00:07:12.240 --> 00:07:18.639
So you've got the accelerator, the ambassadors, if I get this right, punks, wow team, and the rock stars, at least one left.
00:07:18.879 --> 00:07:20.480
So we've got uh the CX hedonists.
00:07:22.240 --> 00:07:23.439
Yeah, yeah, absolutely.
00:07:23.600 --> 00:07:24.800
Well, there is a reason.
00:07:24.959 --> 00:07:31.439
Uh so their captain is Heidi Stone, um, whose specialism um is well-being in CX.
00:07:31.759 --> 00:07:32.240
Yeah, yeah.
00:07:32.319 --> 00:07:40.800
So I've worked with I've had the pre pleasure of working with Heidi before in a utility capacity, and I know she's done a lot of great work in the uh hospitality industry as well.
00:07:41.040 --> 00:07:46.319
So we've got a really nice balance of team captains, judges, and players.
00:07:46.480 --> 00:07:52.879
We've got a fantastic range of players, client side agency, uh independent consultants, you know, huge ranges, right?
00:07:53.120 --> 00:07:53.199
Right.
00:07:53.360 --> 00:07:59.920
So so it sounds as if, you know, from a from the the objective of bringing a community together, you've really achieved that.
00:08:00.000 --> 00:08:01.360
You've got a community there.
00:08:01.600 --> 00:08:05.600
It shows the strength and the and the and the the love within the CX community.
00:08:05.680 --> 00:08:12.720
So these people are coming together on their own time, doing it because they feel it's important to make a difference.
00:08:13.199 --> 00:08:15.040
Because the teams are quite large.
00:08:15.199 --> 00:08:18.480
Yeah, uh people can dip in and dip out as they see fit.
00:08:18.560 --> 00:08:27.839
We we've certainly had a couple of people say, look, yeah, I've got a client job on this week, but you know, for the most part, they're they're coming together as groups and they're working together on those challenges.
00:08:28.079 --> 00:08:30.560
You can get involved as much or as as little as you want.
00:08:30.800 --> 00:08:31.120
Yeah.
00:08:31.759 --> 00:08:32.000
Absolutely.
00:08:32.240 --> 00:08:34.639
And have you got any sort of media coverage out of it?
00:08:34.720 --> 00:08:48.320
I mean, is there any Yeah, um, we've been very, very lucky that uh Chris Ward from My Customer has allowed a cover it um within his uh publication, and also he's um got involved in the judging as well.
00:08:48.559 --> 00:08:48.879
Brilliant.
00:08:48.960 --> 00:08:50.879
Uh which is fantastic to have a separate view.
00:08:51.200 --> 00:08:52.799
It's quite a dynamic view then.
00:08:52.879 --> 00:09:00.639
So you've got so professional consultances, you've got editors, who else is on your judging panel?
00:09:00.960 --> 00:09:02.799
Um, so there's a couple of people I haven't mentioned.
00:09:02.879 --> 00:09:09.360
Chris Byrum, who has uh a background in financial services consulting for CX, um, and then also Professor Dr.
00:09:09.440 --> 00:09:10.159
Phil Klaus.
00:09:10.559 --> 00:09:14.960
Um, so from an education and development point of view, you know, really nice range.
00:09:15.200 --> 00:09:15.759
Yeah, great.
00:09:15.840 --> 00:09:21.679
So this is a great network of proper CX um superheroes, I would say.
00:09:21.840 --> 00:09:33.759
Uh I think most of those, in fact, we're talking to Phil about um uh how different, or as it turns out, not different it is to uh run customer experience programs for high net worth and billionaires.
00:09:34.080 --> 00:09:34.879
Excellent, right?
00:09:34.960 --> 00:09:36.320
So we've got our teams.
00:09:36.480 --> 00:09:40.320
You told us it's it's on an app, and this has started already.
00:09:40.399 --> 00:09:41.440
So, how long have you been going for?
00:09:41.519 --> 00:09:43.039
How long's the game's been live?
00:09:43.360 --> 00:09:45.759
It has been live since the beginning of May.
00:09:45.840 --> 00:09:47.519
So are we three weeks in now?
00:09:47.759 --> 00:09:49.440
Okay, and what have you done so far?
00:09:49.679 --> 00:09:51.120
So we've had two challenges.
00:09:51.200 --> 00:09:57.919
The plan was always to do five challenges, and each challenge would be set by, as I say, a charity or a social organization.
00:09:58.080 --> 00:10:08.799
Um, we've we've cast the net a bit wider actually because of the volume of people we've got and because of the huge impact that COVID-19 has had on the community as a whole.
00:10:08.960 --> 00:10:13.120
Uh, we cast the net wider, so we're looking at commercial challenges as well.
00:10:13.279 --> 00:10:18.720
Uh so the first challenge was uh in aid of the superheroes foundation.
00:10:19.279 --> 00:10:22.720
Okay, tell our listeners more about uh the good work that they do.
00:10:23.039 --> 00:10:29.440
The superheroes foundation was started by a guy called Jamie MacDonald, otherwise known as Adventure Man.
00:10:29.759 --> 00:10:30.240
Yes.
00:10:30.559 --> 00:10:38.320
So he's done some crazy skunks, you know, walking for miles, uh going around the world doing all sorts of things uh for charity.
00:10:38.480 --> 00:10:38.799
Yes.
00:10:39.440 --> 00:10:48.000
And he's brought that experience back, and what he's doing now is supporting families to raise funds for charitable causes.
00:10:48.159 --> 00:11:00.000
So in in our particular instance, he was planning a huge charity campaign for a little boy called Dylan, who's sixth um and has cancer.
00:11:01.120 --> 00:11:08.000
And his mum was going to do a challenge where she walked 25 miles around her local parks.
00:11:08.159 --> 00:11:08.639
Yeah.
00:11:08.799 --> 00:11:14.720
Uh and that was due to happen uh on the 9th of May, which um was Dylan's birthday.
00:11:14.960 --> 00:11:15.200
Right.
00:11:15.360 --> 00:11:16.960
Which it couldn't happen then, could it?
00:11:17.360 --> 00:11:18.080
Absolutely not.
00:11:18.639 --> 00:11:20.720
So Jamie was a bit stuck.
00:11:21.039 --> 00:11:25.440
Uh actually he did us a fantastic video, which if you have time to go and watch it, you really should.
00:11:25.679 --> 00:11:25.919
Sure.
00:11:26.080 --> 00:11:28.639
Uh he said he was out of ideas.
00:11:28.720 --> 00:11:31.279
You know, he's a professional fundraiser, that is his job.
00:11:31.919 --> 00:11:32.559
He's out of ideas.
00:11:32.799 --> 00:11:35.039
Didn't he win Prime of Britain last year or something like that?
00:11:35.279 --> 00:11:36.720
He did, he did, that's right.
00:11:36.799 --> 00:11:37.120
Yeah.
00:11:37.519 --> 00:11:40.480
So I mean he is he's not he's not an average fundraiser.
00:11:40.559 --> 00:11:42.720
I mean, this this kid knows what he's doing, doesn't he?
00:11:42.879 --> 00:11:45.919
So he's out of ideas, and he's come to you guys.
00:11:46.480 --> 00:11:55.120
So he get we we approached him actually in in this first instance because we were looking for challenges and we'd come across his charity and thought, you know, he he's gonna be stuck.
00:11:55.279 --> 00:12:03.679
So um he found this particular case um of Jess, whose mum and Dylan, who's a little boy, um, and said, Can you help me?
00:12:03.919 --> 00:12:14.080
Can you get the teams to think of ways in which I can create a fundraising experience um within the rigours of lockdown?
00:12:14.159 --> 00:12:16.559
Um so we sent the challenges to the captains.
00:12:16.720 --> 00:12:18.559
The captains gathered their teams together.
00:12:18.879 --> 00:12:25.919
Challenges have been about seven days-ish long to allow for teams to be able to get together and then prepare a response.
00:12:26.080 --> 00:12:34.080
The response is pretty short, you know, two or three pages of A4 to kind of sketch out what the what the strategy is and how they plan to deliver it.
00:12:34.240 --> 00:12:34.639
Yeah.
00:12:35.039 --> 00:12:38.080
They submitted them all to us and then we we send them to the judges.
00:12:38.240 --> 00:12:55.759
The judges have a look um and they've got a scorecard, they've got a structure around which they need to um score these ideas, and then we gather them in and we add up the points, so it's a sort of first to fifth ranking ranking system, gather points on that basis, and the the highest points wins the first challenge.
00:12:56.080 --> 00:12:56.399
Right.
00:12:56.559 --> 00:12:59.279
So um you completed your first challenge.
00:12:59.360 --> 00:13:02.320
I guess so the teams are left pretty lawless, are they?
00:13:02.399 --> 00:13:08.399
They just come together, get their ideas, shape them, and submit them before the deadline, and that's it.
00:13:08.480 --> 00:13:11.039
There's no intervention from you guys needed, they're just getting on with it.
00:13:11.120 --> 00:13:12.639
So your ideas have come in now.
00:13:12.720 --> 00:13:15.519
Um you've you obviously said you finished your round one.
00:13:15.600 --> 00:13:16.960
So did you get a winner?
00:13:17.200 --> 00:13:18.240
We certainly did, yeah.
00:13:18.480 --> 00:13:20.879
So who is who is who won that?
00:13:21.360 --> 00:13:24.879
So uh the ambassadors came up trump on on the first chance.
00:13:25.200 --> 00:13:32.879
It was so close, there was a point in it between the ambassadors and the punks, and actually, we've seen some fantastic uh banter on social media.
00:13:34.639 --> 00:13:35.440
That's good.
00:13:35.600 --> 00:13:38.879
So, what was the um uh ambassadors' idea?
00:13:38.960 --> 00:13:40.399
Are you able to share that at all?
00:13:40.720 --> 00:13:41.759
I can, yeah.
00:13:41.919 --> 00:13:50.399
Um the ideas obviously needed to replace the the fundraising uh opportunities that Jess would have had if she'd been walking around local parks.
00:13:50.639 --> 00:13:54.159
And the winning idea uh was to do with Pokemon.
00:13:54.240 --> 00:13:56.240
I understand that Dylan's very into it.
00:13:56.480 --> 00:14:00.080
Uh so Jess had to do some Pokemon-based uh challenges.
00:14:00.320 --> 00:14:01.360
Right, okay.
00:14:01.519 --> 00:14:04.960
And these are things that she doesn't have to go into the park to do, she can do from home.
00:14:05.279 --> 00:14:06.159
Absolutely, yeah.
00:14:06.480 --> 00:14:10.720
There's probably a high in high online engagement piece there, I would imagine.
00:14:11.200 --> 00:14:12.080
Yeah, there absolutely is.
00:14:12.159 --> 00:14:21.519
I I believe they have a Pokemon Go challenge thing, which you have to do with your mobile phone and go and find Pokemons around the other around the world or something.
00:14:21.759 --> 00:14:26.559
And then there was a community element as well to get other people involved with getting involved in the challenge.
00:14:26.879 --> 00:14:27.279
Excellent.
00:14:27.360 --> 00:14:31.039
So that's gone off to to I mean, do you just send that off to Jamie?
00:14:31.120 --> 00:14:34.240
He just gets he just gets the winners one, does he, or how does it work?
00:14:34.559 --> 00:14:59.200
No, actually, what we did was to send him all the ideas because whilst uh Ian and Manuelo and Chris and uh Phil Klaus and Chris Ward are fantastic judges from a CX community point of view, we thought we'd send Jamie all the ideas and then he could share them with Jess, who by the way is a single mum with three boys at home by herself doing lockdown, and also taking Dylan all to his hospital appointments.
00:14:59.279 --> 00:15:02.159
So she was in the best position to judge what was going to be the best.
00:15:03.279 --> 00:15:05.039
Awesome, awesome, excellent.
00:15:05.120 --> 00:15:06.240
So that was your first.
00:15:06.559 --> 00:15:13.200
We've just had entries in for the second challenge, and the next one will start on Monday the 25th.
00:15:13.519 --> 00:15:24.559
You don't know what your answers look like for your second challenge, but can you give us an idea of I mean the first one sounds like it was more you know experiential than customer experience, yeah.
00:15:24.799 --> 00:15:26.159
But what's the second one?
00:15:26.320 --> 00:15:29.039
Is that the similar thing or is it a different requirement?
00:15:29.360 --> 00:15:30.320
No, it's quite different.
00:15:30.480 --> 00:15:35.679
So looking at a different aspect aspect of customer experience, so um, this was for a startup.
00:15:35.840 --> 00:15:39.200
Actually, uh we heard of it through one of the players.
00:15:39.360 --> 00:15:53.360
So uh a lady called Jelle Mansfield, who's based in Canada, um, is working with a collective of people to put together some technology which will aid the process of moving from lockdown back into life.
00:15:53.519 --> 00:15:56.559
Uh I wouldn't say normal life because I where it's going next.
00:15:56.639 --> 00:16:09.519
But um and the idea they've had is to use artificial intelligence to provide advice and support to keep kids and parents safe during the process of re-entering normal life.
00:16:09.759 --> 00:16:12.559
But what they wanted was some guidance on Voice of the Customer.
00:16:12.799 --> 00:16:15.200
Okay, it's a much more classic CX space.
00:16:15.600 --> 00:16:16.559
Yeah, absolutely.
00:16:16.720 --> 00:16:24.720
How do they gauge um how their customers are reacting to their to their both their environment and the product as well?
00:16:24.879 --> 00:16:32.480
So as they journey from from lockdown back into normal life, what does that journey look like and what kind of support do they need along the way?
00:16:32.720 --> 00:16:33.759
Right, okay, excellent.
00:16:33.840 --> 00:16:42.320
So it's a startup modern using tick uh AI technology and then kind of um uh what what what what is the requirement?
00:16:42.399 --> 00:16:48.080
So the requirement of the players on this one, because I guess it's not like you've not got a company that's existing, it's quite a lot of unknowns.
00:16:48.240 --> 00:16:55.279
So is it just uh a hypothetical VOC or or is it quite specific to this particular requirement?
00:16:56.000 --> 00:16:59.039
I think it had to be quite specific to this requirement.
00:16:59.279 --> 00:17:12.960
So um, because this is something very new, yeah, um, and something that nobody's done before, it needed to understand all the nuances of who the audience were, what the touch points were going to be, what the customer journey looked like.
00:17:13.039 --> 00:17:20.960
Um so they did have to think in some detail about how a customer was going to progress through this process and how they were going to keep in touch with them along that journey.
00:17:21.279 --> 00:17:21.839
Sounds great.
00:17:21.920 --> 00:17:26.319
I mean it sounds like uh first one was a charitable cause, and this is a social cause.
00:17:26.799 --> 00:17:30.720
I guess you must be really pleased with the sorts of challenges that you've picked up along the way.
00:17:30.960 --> 00:17:32.559
Yeah, we're I mean we're overwhelmed.
00:17:32.799 --> 00:17:34.880
You said you've had some some kind of healthy bench and stuff.
00:17:34.960 --> 00:17:37.279
I mean, what sort of feedback are you getting from the players on online?
00:17:37.519 --> 00:17:43.039
Are they sort of finding the chat the you know the challenges tough or are they kind of really getting into them?
00:17:43.599 --> 00:17:46.720
Yeah, I mean I think the challenges aren't easy.
00:17:47.039 --> 00:17:48.079
No, they're these are good.
00:17:48.160 --> 00:17:50.079
I mean, I guess you've got good people, haven't you?
00:17:50.240 --> 00:17:50.960
Professionals in there.
00:17:51.039 --> 00:17:52.559
They should be able to cope with these.
00:17:52.880 --> 00:17:56.960
There they are professionals in there, but the the idea was that they were supposed to be challenges.
00:17:57.039 --> 00:18:01.359
It wasn't a trick, it wasn't a commercial operation from our point of view.
00:18:01.440 --> 00:18:05.839
You know, we're sponsoring it, but other than that, it was a genuine social enterprise.
00:18:05.920 --> 00:18:06.319
Yeah.
00:18:06.400 --> 00:18:09.440
Um, and they are genuine problems that need to be solved.
00:18:09.680 --> 00:18:13.119
So we have had some feedback that, you know, these are quite hard.
00:18:13.359 --> 00:18:28.720
Um we've also had we've had some fantastic feedback to say how much people are enjoying getting to know people across the globe, how much they're enjoying part of being part of the community, how they feel stretched as a result of um the challenges they're undertaking.
00:18:28.880 --> 00:18:38.960
Uh, one really nice piece of feedback, actually, that we had from um a lady called Cat Houncil, she wrote a really lovely blog which said that the egos had been left behind.
00:18:39.119 --> 00:18:42.400
Level playing for when she was talking to her team, all ideas were welcome.
00:18:42.559 --> 00:18:47.599
It was a really nice brainstorming session that they had, which was really great feedback.
00:18:47.839 --> 00:18:55.359
Because I wondered though, I mean, I well I didn't want to raise it, but I was slightly worried that you'd have, you know, kind of a bit of jostling, a bit of prospecting, that sort of thing.
00:18:55.440 --> 00:18:59.039
I mean, how have you made sure, or is it just naturally not happened?
00:18:59.279 --> 00:19:00.160
I think a bit of both.
00:19:00.240 --> 00:19:10.480
It was something we thought of up front, um, and we put together a document called Spirit of the Games, which was very clear that uh this wasn't an opportunity to sell.
00:19:10.640 --> 00:19:17.839
You know, it should be taken in the spirit of uh the games that were planned um and not used as a foothold for anything else.
00:19:18.000 --> 00:19:20.880
And as far as I know, that's going really well.
00:19:21.039 --> 00:19:22.000
People really enjoy it.
00:19:22.480 --> 00:19:23.440
Excellent, excellent.
00:19:23.599 --> 00:19:26.319
Well, I mean, this is this is an incredible achievement.
00:19:26.400 --> 00:19:27.519
I think this is fabulous.
00:19:27.599 --> 00:19:37.119
This is what you kind of hope when it happens when a community comes together, they see the value of I mean, you've got that many people and they're all putting a couple of hours in each.
00:19:37.200 --> 00:19:45.039
I mean, that's a a good amount of resource going into thinking about challenges that I guess the groups of people don't know how to fix.
00:19:45.200 --> 00:19:50.400
So um, it's an incredibly worthy piece of work to be to be involved in.
00:19:50.480 --> 00:19:52.960
I mean, how do you feel personally about being involved?
00:19:53.119 --> 00:19:54.160
How's it making you feel?
00:19:54.319 --> 00:19:56.079
Oh, it makes me feel on top of the world.
00:19:56.240 --> 00:19:56.559
Great.
00:19:56.799 --> 00:20:07.440
Um, particularly during this time, it it would be very easy to sit at home coping the children don't come upstairs in the next conference call, you know, checking that I've got time to fit everything in.
00:20:07.519 --> 00:20:10.079
It would it would be very easy uh to be down.
00:20:10.160 --> 00:20:12.319
But actually, this has really buoyed me up.
00:20:12.400 --> 00:20:20.480
It's fantastic to have all the feedback, to be in touch with all these people, um, to really feel part of something special has been fantastic.
00:20:20.799 --> 00:20:28.880
And and I guess really at the end of the day, if if just one of those challenges leads to a better outcome, then it was all worthwhile.
00:20:28.960 --> 00:20:39.119
But it it sounds to me as if you've already achieved that by people feeling engaged, people, as you say, talking to people they didn't know when we talked to, having a kind of a positive distraction.
00:20:39.279 --> 00:20:50.880
Well, what I must say is um I've been seeing an awful lot of um this is how the future will look like, this is how customer experience is going to change, here's your new rule book, um, the new world order.
00:20:51.039 --> 00:20:55.839
And you kind of think to yourself, do we know what that looks like really?
00:20:56.319 --> 00:21:06.319
And what's very pleasing is you've you've not you're not in you're not playing in that space, you're playing in the how can we help you well not even help, but you know, what can we do, what can we do together?
00:21:06.480 --> 00:21:18.799
I guess whilst you set it up, I guess there's a lot in of trust because you're giving it over to other people to use and they're not abusing it, so it recognises that the human nature is to try and make things better.
00:21:19.039 --> 00:21:27.440
It's a hugely positive thing, and you know, we're calling them games, but actually when it's a little boy or a community of people, it it's not really a game, is it?
00:21:27.599 --> 00:21:39.039
Um we we find some fantastic feedback from Jess, and I probably didn't ought to tell you this, uh, but she is potentially going to be taking one of the ideas forward, we hope, to have some news on that in the very near future.
00:21:39.359 --> 00:21:39.839
That's brilliant.
00:21:39.920 --> 00:21:42.799
That is well, that is brilliant, that makes it all worthwhile, doesn't it?
00:21:42.960 --> 00:21:49.759
Well, I mean, for for me, I think you you know you can clearly put yourself in the category of a CX superhero.
00:21:49.839 --> 00:21:59.759
I mean, when when the chips are down, you know, kind of I've I've had a look at the different ways in which organisations have been responding, and there is at the far end, there is the contradiction.
00:22:00.480 --> 00:22:03.759
With a capital C, and I clearly put you in that category.
00:22:03.839 --> 00:22:06.640
You know, you're there helping the community.
00:22:06.799 --> 00:22:11.519
The community, I guess you can't do the ideas on your own, you need the community, but you're making it fun.
00:22:11.680 --> 00:22:17.359
You're actually bringing the concept of an experience in, and that allows then the difference to happen.
00:22:17.440 --> 00:22:19.279
So, you know, to be congratulated.
00:22:19.440 --> 00:22:21.039
It's brilliant news.
00:22:21.359 --> 00:22:22.160
Oh, yeah.
00:22:22.240 --> 00:22:25.920
I'm I'm not gonna take the credit for any of this at all.
00:22:26.000 --> 00:22:30.559
I think the superhero has to be the customer experience world games community.
00:22:30.799 --> 00:22:34.400
Yeah, I yeah, I guess without them, it doesn't exist, just an idea, isn't it?
00:22:34.559 --> 00:22:36.559
So it's all down to them coming together.
00:22:36.880 --> 00:22:42.880
You work within a community, you see good, bad, and indifferent, and what you've seen here is is good rising up.
00:22:42.960 --> 00:22:47.039
So, you know, congratulations for for giving them the platform to to achieve that.
00:22:47.279 --> 00:22:47.599
Awesome.
00:22:47.680 --> 00:22:59.920
Well, look, I think we should check back in with you perhaps in a couple of months, you know, kind of just to see how things progressed, see how it all ended up, find out who won, and just find out kind of what Make a Difference ended up looking like.
00:23:00.160 --> 00:23:03.359
So um, thank you so much for sharing the story so far, Helen.
00:23:03.519 --> 00:23:04.799
It's just inspiring.
00:23:04.960 --> 00:23:06.720
So thank you for doing that.
00:23:06.880 --> 00:23:10.480
And um can I ask you one thing, Christopher?
00:23:10.799 --> 00:23:11.440
Yes.
00:23:12.000 --> 00:23:19.920
Would you be able to ask if any of the rest of the community have any challenges that they'd like to put to us?
00:23:20.160 --> 00:23:20.400
Yeah.
00:23:20.559 --> 00:23:22.799
Uh I think we've I think we've got one space at the end.
00:23:23.119 --> 00:23:25.599
Okay, yep, squeeze in one extra challenge.
00:23:26.160 --> 00:23:35.359
So if if there's anybody, um and and it does have seem to have it does need to have some common purpose, but um, yeah, it'd be great if anybody's got any connections.
00:23:36.400 --> 00:23:36.559
Wonderful.
00:23:36.640 --> 00:23:37.039
All right, Helen.
00:23:37.200 --> 00:23:39.920
Well, I'm gonna sign off there, so thank you so much for your time.
00:23:40.160 --> 00:23:42.000
Good luck with the rest of the games.
00:23:42.240 --> 00:23:45.599
Um, enjoy and uh continue the good work.
00:23:45.839 --> 00:23:47.200
Thanks very much for having me, Chris.
00:23:47.440 --> 00:23:48.160
Bye-bye.
00:23:48.480 --> 00:23:48.640
Okay.
