Shows
CX Therapy - Let's talk customer experience!CX Therapy - Episode 169 - Tale as old as time - Ricardo Saltz GulkoCX Therapy - we've all had 'em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist's couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.In today's episode, we've invited Ricardo Saltz Gulko, founder of ECXO and CX...2025-06-0341 min
Experience the DifferenceECXO - Experience the Difference - Nicolette Wuring - Cultivating the right environment for CXNicolette Wuring casts a formidable figure on the European CX landscape. She has led CX teams both sides of the Atlantic and is spearheading the EXCO as part of the executive team. The years of practice both clientside and as a consultant have taught her many things. And like all the best CXers she's happy to share it all in conversation with the ECXO podcast host, Christopher Brooks. They discuss the importance within a workplace to nurture and grow the focus on the customer to achieve more with colleagues and for customers .Nicolette also shares h...2024-05-0729 min
Experience the DifferenceExperience the Difference - Irina Mostovaya - How to succeed with B2B CXThe ECXO aims to bring you expert voices from across Europe, sharing their stories to inform and inspire others facing similar challenges. In this episode we look at how to succeed with B2B CX. With present experience in manufacturing as well as previously companies who sell direct to consumers Irina Mostovaya, Customer Experience Specialist from Finland shares the learnings made operating in B2B CX. In conversation with host Christopher Brooks, also a B2B CX specialist they cover a range of topics such as the different approach needed to gain feedback from customers, the importance of functional...2024-04-1723 min
WKDU Philadelphia 91.7 FMDJ Kel | The Nod: nesty not nasty | 12-28-23Filigreed ambient landscapes and funny slivers of broken beats, easy sounds this week - with records from Terre Thaemlitz, Sage Caswell, The Black Dog, Andrea, Markus Guentner, David Morley, Tarotplane, ECXO, Artefakt, Eluder, and more.2023-12-292h 00
Practical AI: The Capacity for GoodRevolutionizing Customer Experience with Punk Spirit with Adrian Swinscoe, an Aspirant Punk at Punk CXIn this episode of Practical AI: The Capacity for Good, Adrian Swinscoe, an Aspirant Punk at Punk CX, joins James Diel to share his insights on how you can tap into your inner punk spirit to revolutionize your approach to customer experience, as well as integrating empathy and AI in customer service.Adrian is a seasoned professional with an extensive background in customer experience. With over twenty-five years of experience, he has successfully nurtured and expanded customer-focused businesses of various sizes. Adrian wears multiple hats, excelling as a customer experience advisor, a captivating speaker, an accomplished author, and...2023-11-0850 min
Experience the DifferenceECXO - Experience the Difference - Kirsti Laasio - 'Shifting' to becoming a customer led companyAt the ECXO we progress the importance of context, country and culture in customer experience. The one size fits all model is outdated in Europe, as local adaptions are required by country. This makes for a fascinating and diverse learning in customer experience. The ‘Experience the Difference’ podcast brings voices from across Europe to the microphone to share their perspective, influenced by their origin and places of practice. In this episode we introduce Kirsti Laasio, a leading CX practitioner in Finland, member of ECXO and author of the b2b CX guide. Kirsti shares her experience of ‘shifting’ organisations to becom...2023-10-3119 min
Experience the DifferenceECXO - Experience the Difference - Ladislau Batahla - The Human Impact of DigitisationIn discussion with global CX consultant, Ladislau Batahla, EXCO podcast host Christopher Brooks explores the impact the race to digitising the customer experience has on the employees involved. Originating from Portugal, Ladislau’s international experiences qualify his perspective, sharing considerations for those driving digital improvements to remember both the effect on those displaced, but also the increased complexity humans have to manage as digital equivalents typically take on just the simple tasks. Ladislau Batalha is a committed to progressing the standards in customer experience. As a member of the ECXO his contribution is making a difference.2023-10-3123 min
Experience the DifferenceECXO - Experience the Difference - Federico Cesconi - The Democratisation of Customer IntelligenceIn the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback. Having worked on his first NPS programme two decades ago, Federico has harnessed technology to assist clients across the globe get closer to customer intelligence. But collection and action are very different elements of keeping the voice of the customer central in a organisation. Federico discusses the difference and how to mov...2023-10-3126 min
Experience the DifferenceECXO - Experience the Difference - Kari Korkiakoski - There is no such thing as a digital experienceFinland may not be the first country you think of when you consider Customer Experience. But why not? The dynamics of a nation can often accelerate the importance of CX as part of the buying criteria. Kari, has been practising CX in service of organisations in Finland, and now beyond, for many years.He has made many observations, often reported in articles and when invited to share with audiences. One particular topic he has an interesting perspective which will resonate with anyone who has been pushed through a digital transformation is the notion of a digital experience...2023-10-3115 min
Experience the DifferenceECXO - Experience the Difference - Agneiszka Sulicka-Faverey - The importance of clear job profiles in CXIn this episode, Agneiszka Sulicka-Faverey shares her views on the growing confusion created across customer experience through poor role profile and job title labelling. As a CX practitioner with many years of experience for organisations in Poland and beyond, Agneiszka is well placed to discuss views on this with the ‘Experience the Difference’ podcast hosted by Global CX Expert and ECXO podcast host, Christopher Brooks. Join them for a bite sized discussion covering importance of collaboration across CX to raise standards and why Agneiszka values being in the ECXO community.2023-10-3116 min
Experience the DifferenceECXO - Experience the Difference - Danny Peters - The Power of Customer JourneyDanny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change.In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from a backlog of business directed to customer led only improvements is possible with the right approach to customer journey management. Danny also helps us understand the value a technology solution such as Milkymap, to manage customer journeys through the business....2023-10-3126 min
Experience the DifferenceECXO - Experience the Difference - Measuring Emotional Drivers - Anne-Laure de BroissiaIn the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a former researcher, Anne-Laure shares how an engagement with a client in the luxury brand market highlighted the limitations of conventional measures of CX whic...2023-10-3124 min
Experience the DifferenceECXO - Experience the Difference - Thomas Wieberneit - Content in CXThomas Wieberneit has travelled extensively; by geography, industry and roles in CX. This vantage point has allowed him to observe that there is no ‘one size fits all’ in CX. In fact, the experience isn’t even the organisations to own, as he put it to ECXO podcast host, Christopher Brooks. To paraphrase Thomas, the customers context is ‘king’. Whether the time of day, the previous experience, the importance of the purchase or a number of other factors, they all influence the type of experience which will fulfil the customer, which change from one day to the next, becau...2023-10-3117 min
Amazing Business RadioSimplicity Leads to Customer Loyalty Featuring Ricardo Saltz GulkoCreating Simple and Convenient Customer ExperiencesShep Hyken interviews Ricardo Saltz Gulko, Managing Director of Eglobalis and Co-Founder of the European Customer Experience Organization (ECXO). He shares how brands prioritizing simple and convenient experiences can gain a competitive advantage.Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company.Being nice and respectful is one thing, but there is mor...2023-07-0430 min
Humans of CXCustomers Want to Talk to You, Not a Chatbot with Adrian SwinscoeIn this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field.They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for th...2023-06-2335 min
公務員が「自力で稼ぐチカラをつける」ラジオ【怪しいw】公務員が副業する前から、お金が貯まる3効果★引用元～メンタリストDaigoさんのYouTube動画
https://youtu.be/eCxo_T68k3A?t=90
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🎁公務員で、副業や起業に興味がある方へ
「公務員の仕事は好きだけど、続けるのキツい」と思い、法務省在職中10年間、副業をしていました。副業収入をベーシック・インカムとして、44歳で退職。副業中や起業後の4年間で、ヒヤヒヤ・ハラハラした失敗談とベストプラクティス論を動画セミナーでお伝えしています。
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動画セミナー無料プレゼント
https://mind-and-map.com/funnel/zemi2202/fab-optin/
🎁メンタル不調や病休中の方へ
体調が悪いけど、病休すると将来に響く。ドクターの指示で病休しているけど、復職に不安が募る。。。このまま辞めたいと思う方に、無料プレゼントです。
電子書籍『公務員が病休中に知っておくべき”待遇”オールガイド』とメンタル不調から復職して再発せずに活躍している私のお客様達の体験談とメソッドをまとめました。
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電子書籍と動画セミナーを無料プレゼント
https://mind-and-map.com/funnel/2023bk-fab/bk-optin/
＊＊＊御礼＊＊＊
数あるYouTube動画から、このチャンネルにアクセスいただき、本当にありがとうございます。私自身が公務員として勤めてきたなかで、辛かったこと、誰にも言えなかった思いを、過去の自分に向けて話すような感覚で、お伝えしています。
▼公務員で、人間関係や将来に不安や息詰まりを感じてらっしゃる方
▼公務員で、副業や起業で、自分らしい生き方や働き方をしたいと思ってらっしゃる方
▼今の職場で定年や定年延長まで働くのは厳しい…
と感じていらっしゃる方に、届いたら良いなと願いながら、制作しています。
いつもグッドボタンやチャンネル登録やコメントで応援してくださり本当にありがとうございます！！とってもとっても励みになっております❤️🔥
毎度、私の喋りが拙い、字が汚い、説明不足、カミカミなところが多々あります🙇♀️
一生懸命話しておりますが、お友達感覚で聞いていただけたら嬉しいので、かなりラフな感じで雑談多めでお話ししておりますので、生温かく見守って頂けたら幸いです。
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＊＊＊メディア掲載頂きました＊＊＊
2023.5.15日経クロスウーマンARIA様
https://woman.nikkei.com/atcl/feature/23/042400205/050900002/?n_cid=nbparia_twed2023-06-0918 min
#scxtalk - Podcast mit Gesprächen zur Customer Experience (R)Evolution#072 Im Gespräch mit Michael Brandt zum alten & neuen CX-Fokus auf der Customer Retention (Mitschnitt vom 14.07.2022)Die Kundenbindung und Kundenabwanderungsprävention (aka Customer Retention) war schon immer im Fokus der CX-Aktivitäten. Denn positive Erlebnisse und eine Kundenzufriedenheit in Produkt, Service und Prozess sollen die Beziehung zu den Kunden positiv aufladen und verstärken. In Zeiten von Krisen und starken Wettbewerb bekommt das Thema aber nochmals eine verstärkte Bedeutung. Beim #scxtalk sprechen wir mit Michael Brandt, CX Berater & Trainer sowie Founder Member der European Customer Experience Organization (ECXO), über die alte und neue Bedeutung der Customer Retention Zielsetzung für die CX Aktivitäten.2022-07-1446 min
GenauGenau elsker tysk musik: Fra Düsseldorfs elektroniske pionerer til undergrundstechno i Østberlin 2:3’Genau’ hylder den tyske musik i en serie på tre afsnit, hvor vi lytter til og taler om forskellige genrer, hvor tyske musikere har sat et kæmpe aftryk. I andet afsnit skruer vi op for de monotone basrytmer og lytter til den tyske techno, som boltrede sig i Østberlin efter Murens fald. Vi dykker også ned i den elektroniske musiks pionerer, Kraftwerk, og hvordan bandet over årene har forvandlet sig mere og mere til robotter. Medvirkende: Nils Kristian Gruner-Olsen, musiker under navnet ECXO og ejer af pladeselskabet Lightweight Electronics. Sigurd Barrett, entertainer, komponist og forfatter.See omnystudio.com/listener...2022-07-1250 min
Business Transformation Pitch with The CX GoalkeeperSimplifying business with Ricardo Saltz Gulko in collaboration with the ECXOThe CX Goalkeeper had the opportunity to interview Ricardo Saltz Gulko Customer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO) The game with Ricardo: 00:00 Game Start 1:30 Ricardo Gulko Saltz introduction 5:30 The ECXO 6:59 The Vision of the ECXO 9:40 Simplification in Customer Experience 20:25 How to cope with the increasing complexity 29:15 Ricardo's book suggestion 31:10 Ricardo's contact details 32:40 Ricardo's Golden Nugget Ricardo Contact details:2022-04-0436 min
Business Transformation Pitch with The CX GoalkeeperCustomer service costs: what are we talking about? - E55 with Vincent PlacerThe CX Goalkeeper had a smart discussion with Vincent Placer CEO of Colorado Group and ECXO Ambassador for the French Chapter The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube. In this episode we discuss about: - Some insights on the ECXO - to link costs and returns early in the innovation process - investing in CX leads to return in the medium and long run - understanding the cost to...2022-01-0330 min
Business Transformation Pitch with The CX GoalkeeperFrom Experience Design To Experience Delivery - E54 with Mario SeppThe CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario Sepp Mario is Owner and Founder of Gastspiel and an Ambassador of the ECXO. In this episode you will learn: some insights on the ECXO what are the relevant key components of a CX transformation where to focus on at the beginning … and much more His book suggestion: - The Lean Startup; Eric Ries - Service Design Thinking; Marc Stickdorn und Jakob Schneider - Service De...2021-12-2737 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial levelThe CX Goalkeeper had a smart discussion with Silvana Buljan Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain. In this episode you will learn: - Some insights on the ECXO - Culture is key in a customer centric transformation - There is no standard approach to start a CX transformation, there is no “one fits all” solution - People have their own agenda. The “system” trains stakeholders to look for their objectiv...2021-11-2238 min
Customer Service Gold Dust PodcastEP 33: Zero Party Data with Joanna CarrWelcome to Episode 33 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by CX Strategic Advisor, Joanna Carr.Joanna has years of experience within CX and is also a Founding Member of the European Customer Experience Organization (ECXO).We hear her explain what Zero Party Data is; why you should not make iceberg analogies; and how IKEA can tailor the mattress buying process to your needs.------You can find Joanna online at:Website: https://ecxo.org/LinkedIn: https://www.linkedin.com/i...2021-11-1034 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper & ECXO with Jef Teugels - E46 is about Customer CultureThe CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels Jef is founder of Reins Group and an ambassador of the ECXO. In this episode you will learn: - Some highlights on the ECXO - The definition of culture and customer culture - The example of Air New Zealand transformation - Several great insights on the 8 key ingredients of a customer culture … and much more His book suggestion: The Customer Culture Imperative: A...2021-11-0136 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper & the ECXO with Federico Cesconi - E45 is about Customer Insights & relevant experiencesThe CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico Cesconi Federico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO. Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube. In this episode you will learn: - Some highlights on the ECXO - How Sandsiv+ was created to support the Customer Experience Management (CXM) process based on 5 pillars: Capture, Analyze, Integrate, Improve...2021-10-2539 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper and the ECXO with Enrique Gomez - E42 is about ROI in customer experienceThe CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO In this episode you will learn: - Some highlights on the ECXO - Show financial results to get on the top of the C-Suite priorities (on the short and on the long term) - 4 steps to develop a Voice of the Customer program i) Phase 1: Outside-in – Start with the external view ii...2021-10-0437 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper and the ECXO with Jeff Sheehan - S1E39 is about Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX ProgramThe CX Goalkeeper had a smart discussion with Jeff Sheehan Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. He is the author of the book: Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program. Jeff is an an Ambassador of the ECXO In this...2021-09-1335 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper & the ECXO with Tue Sottrup: Product Led Customer SuccessThe CX Goalkeeper had a smart discussion with Tue Sottrup Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels. You will learn: Some highlights on the ECXO How DIXA makes the conversation between companies and customers EASIER How agents can focus on the customers and not on the systems they are using How to...2021-09-0618 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Michael Brandt - S1E31 is about CX in B2BThe CX Goalkeeper had a smart discussion with Michael Brandt My learnings: There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones. The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor. Difference between B2B and B2C: It is not only one customer you need to convince several people (purchasing committee) about your product. Consider the product li...2021-07-1942 min