THE #CORONAVIRUSCANTSTOPUS #CX COLLABORATION CHALLENGE #2 – Drums & Guitar #clapforNHS #ClapForOurCarers
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Featuring the silky skills of Mr. James Dodkins, the CX Rockstar….
THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #1 – Drums only #clapforNHS #ClapForOurCarers
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#coronaviruscantstopus rocking out
CX Club – Round 9 – Company Culture
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In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? #customerexperience #cx #cem #culture #companyculture _________________ Ian: Hello everyone and welcome to CX club. I’d like to welcome my esteemed colleague Adrian Snook from learning […]
Business, Customer Experience & the coronavirus… 8 ways that might help you fight off a global pandemic
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Coronavirus is a global gamechanger. We’ve seen game-changers before – world wars, Islamist terrorism, Brexit… However, on a global scale, nothing has ever impacted as broadly, quickly and intrusively as the coronavirus pandemic. And it will have a permanent impact on everything, including the world of commerce. Over the past few days, a number of […]
CX Club – Round 8 – Leadership (part 2) – Leadership Immersion, Project Phasing & Prioritisation
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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 […]
CX Club – Round 7 – Leadership (part 1) – Motivations, Business Case & Trusted Adviser
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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 […]
#CX Club – Round 6 – Leadership introduction – time for a fight in the car park…
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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 […]
#CX Club – Round 5 – CX Principles (3) – CX is a gap, You only control part, EX, Ownership & Profit
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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 […]
#CX Club – Round 4 – CX Principles (2) – As strong as the weakest link, consistency, brand & the gap
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The first topic in CX Club is CX Principles and in this video we look at the second set of principles: D. CX is only as strong as the weakest point in the journey – the customer can have a good end to end experience, but one bad experience across the journey can ruin the […]
#CX Club – Round 3 – CX Principles – CX isn’t something you do, CX isn’t CS, CX, Journeys & Stories
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The first topic in CX Club is CX Principles and in this video we look at the first three of eleven principles: A. CX isn’t something you do… – CX, unlike the other disciplines of the business, is not a function. It’s purely about what the customer ‘gets’ and is an outside-in view rather than […]