Customer Experience Leaders | CX tips, insights and practical advice
About This Show
We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.Read more »
Most Recent Episode
How to become an amazing CX pro | Customer Experience Professional, Dan Fine
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 you can use on your journey to becoming a great CX pro.
Service Design Show (podcast).
Why Service Design Thinking (podcast).
This is HCD (podcast).
General Assembly (course).
Academy XI (course).
Customer Experience Professionals Association
This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider.
The Field Guide to Human-Centered Design (book), by IDEO.
The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey.
Beyond the Ultimate Question (book), by Bob Hayes.
Bulletproof Radio (podcast), with Dave Asprey.
Influencers (podcast), by Jon Levy
Closing the Delivery Gap (research), by Bain and Company
The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson.
Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine.
Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo.
Service Design Tools (website).
Key takeaways (starts at 30:35):
Any CX initiative needs to be driven by the CEO.
Present ideas with 51% confidence but 100% conviction.
Treat survey data like an asset.
Close the delivery gap between what you think you know and what the customer experiences.Read more »
Rated 5 out of
Great format and excellent resource!
The hosts are fun and engaging. They stay focused and get a lot of info from their guests without letting the interview get dry or boring. I love the part of the interview when they ask the guest about books or people who have influenced their CX work. AND they put links to those references in the podcast notes! (The difference between 4 stars and 5, right there!) Thanks, gentlemen. Looking forward to future podcasts.
Date published: 2017-10-12