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The Rise Of The Customer
61 minutes | 4 days ago
Episode 3 - Paul Barber - Brighton & Hove Albion Football Club
Welcome to the third episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. Joining Neil in episode three is Paul Barber, Chief Executive of Brighton & Hove Albion Football Club, a Premier League side based in the South East of the UK. As a season ticket holder, Neil was particularly excited for this conversation. Now in his ninth season with the club, Paul has overseen significant success on the field, achieving promotion to the Premier League in 2017. In this interview, Paul enlightens us on what customer experience means in the world of sport. Paul talks candidly about the joys and challenges of being a CEO, how the team at Brighton carefully design and manage all aspects the fan experience and also provides great insights into what drives the culture of the club. With an extensive background in marketing and communications, not to mention 25 years in the football industry, Paul covers some great topics during the conversation, including: ➡️ What adopting a customer-centric approach really means, from exploring the end-to-end customer journey to managing customer expectations. ➡️ How planning and balanced feedback can support continuous improvement to develop your business for the future. ➡️ How the role of CX differs in a high scrutiny industry like football, including how to manage a range of different customers with varying demands. ➡️ Plus how to adapt your CX during the pandemic to find new ways to engage and connect with your customers. With Paul’s frank approach and wealth of experience we’re sure, no matter what business sector you’re in, that you’ll get a lot out of this episode. In the current climate, CX is more important than ever so now is the perfect time to listen to Paul’s experiences and practical advice.
69 minutes | 18 days ago
Episode 1 – Teddy Nyahasha – One Family
Welcome to the first episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals. Each episode we’ll introduce you to a forward-thinking industry leader or CEO who’ll share their stories, perspectives and opinions around CX. You’ll gain inspiration and practical insights to help you transform your organisation. In this episode your host, Neil Sharp, speak to Teddy Nyahasha, Chief Executive of One Family, the leading UK friendly society based in Brighton. Since joining the organisation Teddy has been instrumental in driving greater organisation efficiency, stronger performance, and reinforcement of member focused values, all through a focused commitment to customer experience. With Teddy’s wealth of experience and insights, there was a lot to explore in this episode including: ➡️ The ethos of the friendly society movement, how it has been rediscovered and is evolving in the 21st century. ➡️ How mutuals may actually be re-emerging as a natural home for customers who want companies they trust to do the right thing. ➡️ The importance of being guided by your customers and why being nimble, recognising that no one size fits all, is key to serving your differing customers’ needs ➡️ How continually reinforcing ethos, ideals and values throughout your organisation is key to becoming more customer centric If you want to understand how the expectations of today’s financial services customers are changing and what you need to do to make your FS business truly customer centric then you’re going to love this episode.
63 minutes | 18 days ago
Episode 2 – Paul Simms
Welcome to the second episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. Joining Neil in episode two is Paul Simms, the leading Pharma industry expert, known to many as the ‘Pharma Provocateur’ for his role in shaking up the industry. As an independent thought leader and advisor to many leading pharma players, Paul knows the challenges that the industry faces and is on a mission to disrupt the status quo within the pharma industry. Something he regularly receives praise for from industry figures and commentators alike. With such a deep understanding of the Pharma Industry there was so much to discuss in this conversation and paul shared some really thought provoking and useful ideas across a range of topics including: ➡️ What the rise of the customer means within the pharma industry and how it needs to adapt to meet the needs of new informed patients ➡️ What changes fragmented healthcare models need to make to embrace the digital world ➡️ Where most pharma businesses go wrong with innovation and why new innovation needs to sit in the commercial customer facing part of your organisation to be successful. With Covid-19 shining a bright spotlight on the pharma industry and creating challenges right across the value chain, now is the perfect time to be considering how to enhance your customer experience for competitive advantage. If you’re looking to understand how you can do this, then you’re definitely going to want to listen to this episode.
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