Leadership Archives - Customer Experience Consulting

CX Club – Round 8 – Leadership (part 2) – Leadership Immersion, Project Phasing & Prioritisation

Posted on March 20, 2020March 20, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. The specific topics in this video are immersing the leadership team in the world of the customer, phasing of the CX programme and prioritisation of issues identified Ian: Welcome back to part two of the […]

Customer Experience

CX Club – Round 7 – Leadership (part 1) – Motivations, Business Case & Trusted Adviser

Posted on March 20, 2020March 20, 2020

FULL TRANSCRIPT OF VIDEO DISCUSSION In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. The specific topics in this video are motivations for undertaking a CX programme, writing a business case in […]

Customer Experience

#CX Club – Round 6 – Leadership introduction – time for a fight in the car park…

Posted on February 21, 2020February 21, 2020

Hi, this is Ian from Jericho & CX Club, I hope you’re all doing well. It’s been a few weeks since I did my last video and I was warned… Alan Pennington – you did tell me that this would be one major undertaking and you’re not wrong. I’ve done 5 videos so far – this is now […]

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#CX Club – Round 5 – CX Principles (3) – CX is a gap, You only control part, EX, Ownership & Profit

Posted on January 11, 2020January 11, 2020

The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away […]

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CX Club – Round 2 – Agenda – Setting out the subject matter topics for #CXClub – 1st will be CX Principles

Posted on January 5, 2020January 9, 2020

CX Club is a series of videos designed to stimulate interactive discussions around the subject of the end-to-end Customer Experience transformation process, from the identification of individual customers, through understanding the wants and needs of those customers, right to the transformation of the business in order to better deliver against those wants and needs. However […]

Customer Experience

Customer Experience is a waste of time – part 2

Posted on June 10, 2019January 11, 2020

Is the problem Customer Experience itself or the way in which it’s being done? In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. 2. Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management […]