Shows
Business Transformation Pitch with The CX GoalkeeperAre You Listening To The Whole Picture? with Nick Lygo-BakerThe CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is different07:32 Five voices12:52 Voice of the Market14:52 Voice of The Customers - Best practices17:50 Voice of The Employees - Best practices24:34 Bringing all the pieces together28:40 The Future33:28 Book Suggestion34:50 Golden Nuggetand much more on https://www...
2023-04-1736 min
Fireside chats without the firesSeason 2 Episode 19 - "Are you LISTENING to the whole picture?" with Nick Lygo-BakerFireside Chats Without The Fires continues its focus on CX3 with Nick Lygo-Baker joining the podcast to talk about his chapter. Nick, or the CX Mechanic as he is also known by, shares his experience with CX and how he came to understand the need for business to use and adhere to something that he calls "Listening Posts". There are five different types of "Listening Posts", each performing a different function within the business. They are:- Voice of the employeeVoice of the customerVoice of the serviceVoice of the processVoice of the market And Nick shares the functions that each of these p...
2021-06-2940 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 4 Episode 3 - From Customer Service to Customer Care with Nick Lygo-BakerNick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements. In conversation with global CX consultant and mentor Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies...
2020-09-1238 min
The Recruitment Doctor PodcastReCX talks CX with Nick Lygo-Baker from Paradigm CXOn this special spin-off series of ReCX, I speak with another fellow co-author from our new book Customer Experience 2 : Nick Lygo-Baker.
Nick is a CX professional based in Milton Keynes, England and is keen to bring the best of CX from around the world and CX in the UK.
It is really interesting to get Nick's take on how he sees businesses' views on CX in the UK and how it has transformed over the years!
If you'd like to get in touch with Nick, his details are below!
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2020-07-0919 min