Customer Experience Leaders

Customer Experience Leaders

customerexperienceleaders.com
We reveal the secrets of how great brands delight their customers.
034: What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
Dec 10 • 39 min
Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers…
033: Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
Nov 26 • 38 min
Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your…
032: How to handle complaints like a pro
 | Telephone Doctor, President, Nancy Friedman
Nov 12 • 42 min
Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from…
031: Nordstrom’s secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
Oct 29 • 28 min
Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews…
030: How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
Oct 15 • 35 min
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn…
029: How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)
Oct 1 • 22 min
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn…
028: How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
Sep 17 • 38 min
Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of…
027: Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
Sep 3 • 42 min
Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your…
026: How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
Aug 20 • 34 min
Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical…
025: The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
Aug 6 • 28 min
Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and…
024: Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
Jul 23 • 27 min
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear…
023: The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
Jul 9 • 34 min
Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can…
022: Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
Jun 25 • 33 min
Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service…
021: Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
Jun 11 • 36 min
Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that…
020: What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
May 28 • 37 min
Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five…
019: CX lessons from big pharma: “Educate, don’t sell.” | Parry Branding Group, President and Chief Branding Officer, Vince Parry
May 14 • 37 min
Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect…
018: What the heck is “brand citizenship” and why you need to care! | Do Good, Author, Anne Bahr Thompson
Apr 30 • 49 min
Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand…
017: Four pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen
Apr 16 • 44 min
Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband…
016: The 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer
Apr 2 • 42 min
Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called “The Power of Company Culture: How Any Business Can Build a Culture That Improves…
015: How bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker
Mar 19 • 43 min
Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the…
014: How a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti
Mar 5 • 45 min
Teresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital…
013: How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser
Feb 19 • 46 min
Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of…
012: How to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker
Feb 5 • 47 min
David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look…
011: Designing a delightful carpark | Impact, Traffic Engineer, Michael Gigliuto
Jan 22 • 28 min
Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone’s favourite topic—parking—and how the overall design of a…
010: The magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow
Jan 8 • 51 min
Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world’s largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of…
009: Treat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim
Dec 25, 2017 • 23 min
Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when…
008: Key customer experience predictions from a CX Futurist | Customer Experience Futurist and Host of The Modern Customer Podcast, Blake Morgan
Dec 11, 2017 • 32 min
Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we…
007: What retailers can learn from nurses about emotional intelligence (EQ) | Australian College of Nursing (ACN), CEO, Kylie Ward
Nov 27, 2017 • 37 min
Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond,…
006: How Pandora jewellery turned a failing store into a $10M success story | Pandora, Managing Director (UK), Brien Winther
Nov 13, 2017 • 37 min
Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is…
005: Managing emotional rollercoasters and delighting customers in real estate | Raine & Horne, Managing Director (Neutral Bay), David Buttel
Oct 30, 2017 • 31 min
David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There’s a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate…
004: How to deliver consistent CX when you have thousands of employees | Country Road, General Manager of Brand and Customer Experience, Col Kennedy
Oct 16, 2017 • 30 min
Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your…
003: What role should marketing play in designing customer experiences? | Monash University, Senior Marketing Lecturer, Peter Wagstaff
Oct 2, 2017 • 33 min
Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university’s customer? We debate the reasons why bureaucratic…
002: How to bring your ‘brand purpose’ to life with practical tools and tips | SumoSalad, Chief Customer Officer, Lawrence Mitchell
Oct 2, 2017 • 38 min
Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you’d expect for a brand like this, the in-store experience is paramount. Since we were…
001: “Companies that put customers first have it backwards … employees come first.” | BlackBerry, former Managing Director (ANZ), Ray Gillenwater
Oct 2, 2017 • 34 min
Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology…
000: Trailer
Sep 25, 2017 • 2 min
We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn’t be complicated, so we’re on a mission…