Immerse yourself in an enlightening discussion with Lucie Child, Strategy Lead for Customer Care at The Very Group, as we explore the complexities of customer experience in our rapidly changing world. This episode dives into the heart of CX, highlighting the challenges that organisations face, from recruitment woes to the pressing issues surrounding customer vulnerability amidst a cost of living crisis. Lucie shares her insights and strategies from her extensive career journey, re...

In this episode of CX Diaries, I connect with industry expert Dave Vernon, who shares his extensive experience in contact centre planning and management. As workforce efficiency remains a key concern for businesses, understanding how to optimise workforce planning becomes essential for achieving both customer satisfaction and employee engagement. Dave delves into the intricacies of balancing customer needs with colleague well-being and corporate objectives, illustrating that effective p...

As customer-centricity continues to dominate conversations in the business world, Therese Charlton joins me in this engaging episode of CX Diaries to share her invaluable insights from over three decades in customer experience. Travelling through her professional journey, she sheds light on her current role at Manchester Airport, where she is focused on enhancing passenger experience through strategic technology use. Therese dives into the challenges and intricacies of effectively imple...

Join me for an engaging conversation with Chandni Bhatt, a seasoned expert in customer experience, as we explore the transformative landscape of subscription services. Chandni shares her experiences at Beauty Pie, a pioneering beauty subscription brand, highlighting how innovative strategies can significantly enhance customer engagement while balancing the demands of automation and personalisation. We dive into the importance of building a strong community around a brand, where passion...

Step into the world of customer experience with my latest episode as I chat with Chris Davis, a thought leader in the field. Chris has traversed a fascinating career, recently recognised in the Power 100 list of top CX leaders in the UK. We explore how leaders can navigate the complex landscape of customer service while aspiring toward simplicity. In these times of profound shifts caused by the pandemic and other global events, Chris offers invaluable perspectives on how to foster stron...

In this engaging podcast episode, we dive into the dynamic world of customer experience (CX) outsourcing with Martin Roe, the CEO of CCI Global. With three decades of experience, Martin shares his perspectives on why Africa stands out as a premier destination for CX services, highlighting the vital role of emotional intelligence and cultural nuances in customer interactions. As traditional models of outsourcing evolve, Africa's unique attributes - particularly its pool of emotionally in...

Unlock the secrets of transformative service operations with Nicola Collister, a pioneer in change management. Discover her incredible journey from spearheading homeworking and self-managed teams at RAC to innovating with Europe's first speech-enabled IVR in retail. Nicola's insights into navigating the post-COVID era's hybrid work environment offer a compelling narrative on overcoming today’s challenges while embracing the exciting opportunities within the service sector. Facing the pressin...