Shows
Friend of the CourtS01E07 - NJAC Part 2The first major judgement concerning judicial appointments, known as the First Judges case is pronounced. The judgement says that the executive has an upper hand in making appointments. This question is reopened a few years later, in what becomes known as the Second Judges case. A new system is born, in which judges appoint judges. They have the upper hand in making appointments. It is called the “collegium” system and only requires a formal nod from the government. This system has its own flaws. Several governments try to reform this system in the years to come.
Reference
2022-12-1134 minFriend of the CourtS01E07 - NJAC Part 2The first major judgement concerning judicial appointments, known as the First Judges case is pronounced. The judgement says that the executive has an upper hand in making appointments. This question is reopened a few years later, in what becomes known as the Second Judges case. A new system is born, in which judges appoint judges. They have the upper hand in making appointments. It is called the “collegium” system and only requires a formal nod from the government. This system has its own flaws. Several governments try to reform this system in the years to come.
Reference
2022-12-1134 min
Friend of the CourtS01E03 - Jain Hawala Diaries Part 3The 1996 elections loom, and a beleaguered Congress party struggles to win back power. In the meantime, the Hawala PIL is clubbed with other similar anti-corruption petitions in the Supreme court. In the lower court, LK Advani and other prominent figures, find themselves facing a trial in the Hawala corruption-related cases. As action builds inside and outside the courts, an anti-corruption campaigner switches teams. And amicus curiae Anil Divan makes a shocking discovery that will upend the course of the litigations and bring new documents to light. Ultimately, what will come of all the legal proceedings? And what will be...
2022-11-1329 minFriend of the CourtS01E03 - Jain Hawala Diaries Part 3The 1996 elections loom, and a beleaguered Congress party struggles to win back power. In the meantime, the Hawala PIL is clubbed with other similar anti-corruption petitions in the Supreme court. In the lower court, LK Advani and other prominent figures, find themselves facing a trial in the Hawala corruption-related cases. As action builds inside and outside the courts, an anti-corruption campaigner switches teams. And amicus curiae Anil Divan makes a shocking discovery that will upend the course of the litigations and bring new documents to light. Ultimately, what will come of all the legal proceedings? And what will be...
2022-11-1329 min
Friend of the CourtS01E02 - Jain Hawala Diaries Part 2The CBI’s investigation into the mysterious set of diaries has stalled, despite evidence of widespread corruption among top politicians and bureaucrats. Public-spirited citizens decide it is time to act. Journalist Vineet Narain picks up the story again and makes it a national issue through his video platform. Senior lawyer Ram Jethmalani joins the crusade. Anil Divan, a formidable lawyer is approached to take on the public interest litigation, a first-of-its-kind corruption petition. The petitioners want the court to push the CBI to investigate, given the evidence it has. Divan is sceptical about the outcome, but comes on board. Th...
2022-11-0628 minFriend of the CourtS01E02 - Jain Hawala Diaries Part 2The CBI’s investigation into the mysterious set of diaries has stalled, despite evidence of widespread corruption among top politicians and bureaucrats. Public-spirited citizens decide it is time to act. Journalist Vineet Narain picks up the story again and makes it a national issue through his video platform. Senior lawyer Ram Jethmalani joins the crusade. Anil Divan, a formidable lawyer is approached to take on the public interest litigation, a first-of-its-kind corruption petition. The petitioners want the court to push the CBI to investigate, given the evidence it has. Divan is sceptical about the outcome, but comes on board. Th...
2022-11-0628 min
Founder ThesisTaking E-Pharmacy To The Masses | Vivek Jaiswal @ SaveoGrowing up in a small town, Vivek personally experienced the lack of adequate access to healthcare services, which motivated him to build a pharmacy e-commerce business that tackles the same. Saveo enables local pharmacies to serve customers better by providing them with easy access to a wide range of medicines as well as educating them with knowledge and best practices. If you want to build a sustainable startup, then this is a conversation you must not miss.Know about:- The problem of prescription bounce Fundraising and scaling up Converting pharmacy to modern community centre Future...
2022-10-121h 00
Startup Era Show | Startup Business, Entrepreneurship & Digital MarketingHow to Earn Money from Affiliate Marketing feat Vivek Jaiswal on Startup Era ShowIn this episode, I interviewed Vivek Jaiswal, We talk about Affiliate Marketing. Vivek Jaiswal shared his experiences and thoughts about Affiliate Marketing...
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2020-02-1110 min
CX Conversations"Using customer shadowing to improve and innovate customer service design." with Andrew GallanSteve Jobs once said, "Design is not just what it looks and feels like. Design is how it works."
While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is a pain point that needs to be worked upon.
The concept of customer shadowing can help overcome these pain points and design robust customer service. Customer shadowing is like being the fly on the wall while a customer goes through his/her journey.
To discuss customer shadowing and how to...
2019-12-3138 minCX Conversations"How to bridge the gap between business and CX strategy?" with Adrian SwinscoeThere is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience.
Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy.
However, many times, this does not happen and there is a significant gap between the CX and the business strategy.
To discuss how organisations can bridge this gap, I am joined today by one of the best and the brightest in the...
2019-12-1939 minCX Conversations"How to design customer-centric organisations for sustainable growth?" with Heidi BeetsVery often, we hear that the one mantra organisations must follow for success is to ensure that customer centricity is the DNA of an organisation. And this is an obvious idea.
However, surprisingly, many organisation tend to lose sight of this idea as they grow. And that is when the downfall starts.
The silver lining, though, is that organisations can redesign themselves to become customer-centric and attain sustainable growth.
To help you with how to do so, I am joined by Heidi Beets, a serial enterprise business architect and a passionate growth advisor...
2019-12-1742 minCX Conversations"How to develop and deliver a brand promise from the customer perspective?" with Neil SharpWhile we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of a brand significantly different from the company's?
Why do these conundrums occur? And how can brands avoid such pitfalls?
I am delighted to be speaking with Neil Sharp, an expert on developing and delivering customer experience transformation programmes that place the customer at the heart of the organisation, who will answer these questions.
Neil is currently Partner at PEN — a...
2019-12-1041 minCX Conversations"Creating a healthcare brand with customer centricity and CX at the heart" with Rohit MAToday's customers are demanding.
The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped their game considerably to provide the best possible experience to their customers. Naturally, customers expect the same from all brands across all sectors, including healthcare.
And why shouldn't they!?
Healthcare is perhaps the only sectors where customers need the most love, empathy, and compassion. Right?
Strangely, not many healthcare brands understand this fact. I wouldn't be wrong in assuming that most of us have been through one or more...
2019-12-031h 02CX Conversations"How to create 'simple' and 'simplified' experiences?" with Ricardo Saltz GulkoPeople often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication."
When it comes to organisations, complexities are discouraged and simplicity is favoured and the reason for that is: simplicity is hospitable to adaptability and the efficacy of an organisation.
Think of it this way: complexities within an organisation are inadvisable for they contribute to poor customer experience. Still not satisfied?
Thankfully, I have one of the top professionals in this field to walk, you...
2019-11-2631 minCX Conversations"How to help government organisations deliver good CX?" with Stephanie ThumThe thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous for.
CX improvement in government is often stymied due to its agencies' culture, shortage of staff, and / or dearth of technological implementation and adoption. These factors, among others, lead to an unsatisfactory experience. Fortunately, there are individuals and organizations out there, helping the governments improve their customer experience around the world.
My guest on this podcast is among the leading Government CX Professional.
2019-11-1929 minCX Conversations"How to win customers using a live chat?" with Nelson BrutonAt a time when the world is going bonkers over chatbots, what would you think if I said that live chat with an actual person at the other end is more effective?
It might come as a surprise to you, right?
Well as a business it might not make as much sense as it would from the customer's perspective. People like to talk to people, not with bots. Interestingly, in this podcast I talk about exactly that. In conversation with Nelson Bruton, President, Interchanges - a leading live chat solution provider.
We dive...
2019-11-1927 minCX Conversations"How to balance between product, go-to-market, customer experience, and business discipline in a startup?" with Rohit SenFounders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup.
Often, sorting through the array of goals in each of these areas will cause a certain degree of palpitation. Sometimes, as Rohit puts it, even existential crisis. The art of successful business growth from infancy to a formidable organisation then lies in a founder's ability to walk a tight rope while using customer feedback as the balancing pole.
This conversation with Rohit Sen, Founder and CEO, Nira - a FinTech dedicated to solving credit...
2019-11-0530 minCX Conversations"How to setup a customer experience management team in an organisation?" with Thomas LintonA nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value.
A CX Management Team, just like other functional teams in an organisation, bring focus and accountability to customer experience. Setting up the right CX Management Team will put you on a fast track to realising your customer experience goals!
In this episode with Thomas Linton, Strategic Growth Advisor at Care Sherpa, I discuss the process of...
2019-10-2942 minCX Conversations"How to use customer experience to create a new market segment?" with Apoorv GawdeWhat's common between iPhone and Slack?
Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way!
It's not like smart phones didn't exist before the iPhone - remember Blackberry? Surely there were several other office communicators before Slack was launched.
Both these products massively enhanced the customer experience. Interestingly, both iPhone and Slack gave birth to a new product segment and we've all seen how the market got crowded with competing products within a year or so.
The role...
2019-10-2244 minCX Conversations"How to deliver a great online-offline customer experience in eCommerce?" with Wouter van BockeleCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers.
When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to almost zero wait time at billing and finally the product showing up at your doorstep without even stepping out, it is nothing less than magical!
It however takes a well oiled offline engine that makes this seemingly online-only experience so...
2019-10-1535 minCX Conversations"How to get senior management buy-in for customer experience improvement?" with Sonia BhatiaAs much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it.
Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX goals.
It is surprising that many organisations still struggle to get senior management buy-in for CX improvement. The reality is that you'd find yourself manoeuvring conflicting priorities and struggling to achieve your CX goals without the buy-in from the heads of various departments in your organisation. It...
2019-10-0838 minCX Conversations"How to build a customer service team that delivers customer delight?" with Jasmeet SinghCustomer service is a critical part of the overall customer experience.
Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience.
In this episode I am in conversation with Jasmeet Singh, VP Customer Experience, MakeMyTrip & Goibibo Group. We talk about how to build an amazing customer service team that delivers delightful customer experience.
Personally, I've had precious few customer service interactions where my...
2019-10-0123 minCX Conversations"How can companies redesign for digital and improve customer experience?" with Martin MockerDigital transformation is no longer a choice for organisations.
With almost 1/3rd of the world population now connected to the internet, companies need to look at digital technologies in a new way: not just as technology for operational optimisation and excellence but also as a differentiated product offering and customer experience.
In this amazing discussion with Martin Mocker, Professor at ESB Business School, and Co-author of "Designed to digital: how to architect your business for sustained success.", I explore what it takes to successfully become digital.
Interestingly, Martin shares key differences between becoming...
2019-09-2526 minCX Conversations"How to deliver a delightful customer experience in SaaS?" with Vikas Jha, CEO & Founder, AloreWith almost everything being automated in SaaS, bringing the human touch to the experience is challenging.
In this episode I am in conversation with my dear friend and partner in most of the ups and downs of a startup journey - Vikas Jha, Founder & CEO at Alore.
We lay out the different aspects of managing CX in SaaS and ways to deliver the best customer experience. From using unique ways to connect to your customers, to creating extensive methods to improve the experience, we have covered them all.
Among other things, we...
2019-09-1716 minCX Conversations"How to craft your unique culture and experience?" with Karen Jaw-MadsonAs a founder I've learnt the importance of culture the hard way. Through painful mistakes and less than happy outcomes, I realised the importance of paying attention to cultivating the right company culture to build a thriving business.
However, there is no playbook on how to build the right culture. You are essentially learning from experiences and implementing in retrospect.
It is the first time I came across a systematic way to craft a unique company culture and thereon deliver a unique customer experience.
In this discussion with Karen Jaw-Madson, Principal at Co...
2019-09-1038 minCX Conversations"How to meet and exceed millennials' expectations?" with Rajan Bajaj, Founder & CEO, SlicepayIn this conversation with Rajan Bajaj, Founder and CEO at Slicepay - one of India's leading credit solution for young consumers - we explore what it takes to meet and exceed the millennials' expectations.
Millennials are an important bunch – and for good reasons: they’re an exclusive club of 1.8 billion people, a quarter of the world’s population!
With the millennials constituting a major part of every brand's consumer base, it is imperative for businesses to understand this young tech-savvy digital-native demography in order to sustain growth in the coming years.
Interestingly, Rajan, a 20 s...
2019-09-0621 minCX Conversations"Digital transformation in healthcare and its impact on patient experience" with Sachin RaoDelighted to be talking with Sachin Rao, Head Digital Transformations, KIMS Healthcare Group - a leading chain of hospitals and medical centres across India and GCC region.
In this conversation, Sachin and I unfold the various aspects of digital transformation initiatives in healthcare. Sachin lays out the requirements from both ends of the spectrum - the patient's and the doctor's - in healthcare. This is a must listen for anyone working in healthcare.
We discuss the following:
The various kinds of digital transformation initiatives being taken up in Hospitals.
How to identify and prioritise...
2019-09-0316 minCX Conversations"How to use NPS to improve CX in FinTech?" with Hemant Tathod, Director, NiYO SolutionsNet Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience.
Although it has been around for over a decade now, many brands are just getting started with NPS.
In this conversation with Hemant, I dive deep into how NPS is being used at NiYO Solutions, a venture backed FinTech startup in India.
Along with collecting NPS feedback Hemant has ensured that there is a dedicated team working on closing the loop with customers and keeping internal stakeholders up-to-date with key points from the feedback.
NP...
2019-08-3017 minCX Conversations"Managing customer experience in the dynamic cryptocurrency world." with Ajeet Khurana, CEO, Zebpay.From uncovering the key aspects of a Bitcoin business to the nuances of cryptocurrency as a product, this discussion with Ajeet Khurana has it all.
In this conversation, we discuss:
The core facets of a Cryptocurrency / Bitcoin business.
How to manage customer experience for a Cryptocurrency / Bitcoin business?
What is the expected level of CX from Cryptocurrency products, given that it’s early days for such products?
And much more.
I can say that I've learnt a great deal about Cryptocurrency and Bitcoin while interviewing Ajeet. It's been one of my favourite discussions....
2019-08-2335 minCX Conversations"How to make simple products in FinTech that customers love?" with Kailash Nadh, CTO @ZerodhaBuilding a FinTech product is challenging. Getting your customers to love that product is a completely different game!
In this episode of CX Conversations, I talk with Kailash Nadh, CTO @Zerodha, about the art of making things simple in FinTech and how that affects customer experience.
We dive into:
- how to approach product development from the user's perspective?
- how to use customer feedback for product improvement?
- how to build the right team that embodies this sentiment?
Don't miss this!
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2019-08-0926 minCX Conversations“How to improve the experience of customer service?” with Deepak Kashyap, Co-founder @DialdeskGetting customer experience right at the customer service touchpoint is as important as it is difficult. Think about it, customer who reach out to customer service are already in distress.
I am talking with Deepak Kashyap, Co-founder of Dialdesk, a company dedicated to helping companies improve their customer service experience. Deepak believes that "CX is the new RX" and talks about some foundational steps for improving CX at CS!
Need help with your customer experience strategy? Reach out to me on vj@omo.to
Looking for an NPS solution? Checkout omoto.io
2019-08-0124 minCX Conversations"Why must insurance companies focus on customer experience?" with Harish AgarwalHarish, SVP, Head of Customer Experience and Segments at Prudential Assurance Company, Singapore, joins me to talk about the state of customer experience in life insurance.
Harish shares how he found his way from marketing to customer experience management and also shares some great insights on the similarities and differences between life insurance and other products that we use on a daily basis.
This is one of the most insightful episodes. I personally learnt a great deal about life insurance and why life insurance companies need to focus on improving customer experience to build a...
2019-07-2624 minCX Conversations"How to deliver a rockstar customer experience?" with James Dodkins, Founder & CX Rockstar @Rockstar CXIn this episode, I talk to world's only Rockstar Customer Experience Coach - James Dodkins. Along with great humour and storytelling, James shares his six step framework for delivering a rockstar CX.
This is probably the most fun episode on CX Conversations! Thanks to James for a rockstar episode.
Visit www.customerguru.com
Looking for NPS automation? Checkout omoto.io
2019-07-1832 minCX Conversations"How to use tech to improve CX in FinTech?" with Abhinav Sinha, Co-founder @Eko India Financial ServicesIn this episode I am talking to Abhinav Sinha, Co-founder of Eko India Financial Services.
We talk about how to use tech to improve CX in FinTech!
My personal favourite is the part where Abhinav breaks down what exactly FinTech businesses are doing - they are taking a slice of the bigger financial services pie and making it easier for consumers to use that specific service. From there, he goes on to talk about the different use cases for tech enabled improvement in customer experience in FinTech.
Watch out for the part where...
2019-07-1124 minCX Conversations"CX challenges and opportunities for FinTech in India" with Lizzie Chapman, CEO & Co-founder @ZestMoneyIn this episode of CX Conversations, I talk about the customer experience challenges and opportunities for FinTech in India. In conversation with me is the CEO and Co-founder of ZestMoney, Lizzie Chapman.
Coming from a successful career in financial services, Lizzie has had a ringside view of the impact of technology on financial services. With ZestMoney she is bringing together the best of the people and technologies to deliver world-class customer experience to ZestMoney's customers.
Listen to this podcast and learn how you can ace your game in customer experience by focusing on people and...
2019-07-0431 minCX ConversationsCX Conversation with Toni Newman: how to deliver the most insanely innovative CX?Listen to this exciting episode of CX Conversations with Toni Newman.
Toni is an award winning business leader and founder of The Innovation Advantage, working with clients around the world to develop innovation as a competitive advantage. She is the most sought after innovation catalyst and speaker and we are super excited to have her as a guest on CX Conversations.
In this episode Toni and Vivek talk about how companies can develop the right strategy for delivering insanely innovative customer experience. She shares an extremely practical 5S framework for innovation. Look out for it!
2019-06-2022 minCX ConversationsCX Conversation with Nienke Bloem: how to make your customer experience great by design?This episode of CX Conversations features the most energetic customer experience speaker and consultant - Nienke Bloem!
Nienke believes that great customer experiences must be designed in a predictable and consistent manner. Learn how to design great customer experience in this conversation with Nienke Bloem, Founder of CX By Nienke Bloem!
Look out for the part where Nienke shares her word of advice for organisations that plan to design an impeccable CX - it's a gem!
Visit us at www.customerguru.in
Looking for a customer feedback automation tool? Check out omoto...
2019-06-1319 minCX ConversationsCX Conversation with Michael Bartlett: how to prepare for CCXP exam?Are you thinking of taking the CCXP exam?
This episode of CX Conversations might just save you a ton of research time!
Learn about “How to prepare for CCXP exam and what to expect once you are certified?” from Michael Bartlett, the author of CCXP Exam Preparation - one of the best CCXP preparation material out there.
Michael is a CCXP himself and is dedicated to helping others crack this certification. He is the Director of Experience Innovation at JMARK Business Solutions, Inc. and also the Co-lead of Professional Development Committee at CXPA.
2019-06-0629 minCX ConversationsCX Conversation with Annette Franz: demystifying the customer journey.Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz!
She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand.
Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more.
Learn more about Customer Guru...
2019-05-3020 minCX ConversationsCX Conversation with Sue Duris: how to deliver great digital customer experience?Today digital experience is an integral part of the overall customer experience. In this episode of the CX Conversations, I am discussing how businesses can deliver great digital customer experience with one of the leading CX and Digital Marketing voices - Sue Duris.
We talk about a simple framework that can be used to design your digital customer experience strategy. Look out for Sue's take on why startups need to focus more on customer advocacy.
Hope you enjoy this CX Conversation too! Share your feedback and comments too.
Learn more about Customer Guru...
2019-05-2327 minCX ConversationsCX Conversation with Nicole Cable: balancing healthcare and patient experienceThis is a unique episode at CX Conversations because we are talking about a specific segment of customer experience this time.
The topic of this episode revolves around balancing healthcare and patient experience - how to deliver good medical care with great patient experience? In conversation is Nicole Cable, Chief Experience Officer at InnovaCare Health. We dive into what it takes to get everybody aligned to a patient experience strategy and what it takes to onboard the clinical staff and doctors on to patient experience initiatives.
Learn more about Customer Guru at www.customerguru.in
2019-05-1626 minCX ConversationsCX Conversation with Himanshu Nautiyal: how AI can be used to improve customer experience?AI is changing everything. We most often aren't even aware of how AI is making our lives easier and our experiences more seamless. It is perhaps the biggest breakthrough in the CX world that we are witnessing today.
This is one of the most interesting episodes of CX Conversations. We are in conversation with Himanshu Nautiyal, CEO & Co-founder at Euler Systems Inc. - an AI consulting firm from Silicon Valley. Himanshu shares the current state of AI and where it is headed. He also talks about how AI is being used to improve CX and what...
2019-05-0230 minCX ConversationsCX Conversation with Ian Golding: what it takes to really deliver exceptional customer experience?In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations!
I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around the world and what it really takes to build a customer centric culture. Lookout for the part where Ian breaks down how to build a CX strategy for your organisation.
This episode is packed with...
2019-04-1838 minCX ConversationsCX Conversation with Vijetha Shastry: how future tech is shaping customer experience today?Technological advancements like AR, VR, and AI are changing the way customers interact with brands. In this episode of CX Conversations I am talking about "How future tech is shaping customer experience today?" In conversation is Vijetha Shastry, Lead at the Open Innovation and IoT Centre of Excellence at NASSCOM - India's biggest software and software services focussed association.
We talk about airlines, retail, and hospitality and how technologies like Augmented Reality and Virtual Reality are creating a new level of customer experience! Look out for Vijetha's take on how brands must plan and prioritize investment in...
2019-04-0440 minCX ConversationsCX Conversation with Gavin Scott: the connection between customer service and customer experience.Most people think that customer service and customer experience are one and the same thing. Do you think that's right?
In this episode of CX Conversations, we will be uncovering the relationship and differences between customer service and customer experience. Our guest - Gavin Scott - is among the leading customer service coaches around the world. You will love Gavin's stories when he highlights the key differences between customer service and experience. We also talk about a framework that will help you setup a winning customer service function in your organisation.
This episode is dedicated...
2019-03-2129 minCX ConversationsCX Conversation with Maurice FitzGerald: how to manage customer experience in B2B enterprise world?This episode of CX Conversations revolves around managing customer experience in the B2B enterprise world.
We are in conversation with Maurice FitzGerald, erstwhile VP of Customer Exprerience at HP and HP Enterprise Software and author of four amazing books on customer experience.
We talk about the differences between managing CX in B2B and B2C organisations, the framework that companies can use to improve CX in B2B, and the connection between Net Promoter Score and customer experience.
This CX Conversations episode is dedicated to all B2B CX professionals...
2019-03-0738 min
SaaS SessionsS1E3 - How to create a customer focused marketing strategy for your business? ft. Vivek Jaiswal, CEO at Customer GuruIn this episode, Vivek Jaiswal, CEO and Co founder of Customer Guru, talks about: * What's a customer focused strategy? Why it's important?* What do you think of the Hubspot's flywheel? Do you think it will kill the traditional funnel?* How to create a customer focused marketing strategy?CustomerGuru - https://www.customerguru.in/Vivek on LinkedIn - https://www.linkedin.com/in/vivekj/Visit our website - https://saassessions.com/Connect with me on LinkedIn - https://www.linkedin.com/in/sunilneurgaonkar/
2019-02-2818 min
SaaS SessionsHow to create a customer focused marketing strategy for your business?In this episode, Vivek Jaiswal, CEO and Co founder of Customer Guru, talks about:
* What's a customer focused strategy? Why it's important?
* What do you think of the Hubspot's flywheel? Do you think it will kill the traditional funnel?
* How to create a customer focused marketing strategy?
CustomerGuru - https://www.customerguru.in/
Vivek on LinkedIn - https://www.linkedin.com/in/vivekj/
2019-02-2818 minCX ConversationsCX Conversation with David McCann: how employee experience influences CX.In this episode of CX Conversations, we have my friend and an accomplished CX strategist - William David McCann.
He is founder of Bespoke Customer Experiences and also Principal Consultant at Katalytics Growth Consultants – both companies help businesses design better customer and employee experiences.
In this podcast, we talk about the relationship between employee experience and customer experience. Listen in to learn about who should own employee experience, what systems must an organisation build to deliver good employee experience, and many more insights on improving employee experience.
Visit us at www.cu...
2019-02-2133 minCX ConversationsCX Conversation with Hubert Joseph-Antoine: CX management in large enterprisesFor the first time we have a Chief Customer Office as our guest!
Hubert Joseph-Antoine, Group CCO at Transdev - largest private public-transport company in the world - joins Vivek in this CX Conversation to talk about CX management in a large enterprise. Listen in for simple tips that are not so easy to implement, yet have a massive impact on customer satisfaction. You'll also notice how Hubert thinks that customer experience management is like social service for him because it creates a positive and happy feeling.
Visit us at www.customerguru.in
...
2019-02-1030 minCX ConversationsCX Conversation with Rajarshi Sen: CX in HealthcareIn this episode of CX Conversations, our guest - Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals - joins our host - Vivek Jaiswal - to discuss about the state of customer experience in Healthcare. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. Listen in for some great tips on how to utilise patient feedback to improve the experience of patients.
Visit us at www.customerguru.in
Looking for a customer feedback automation tool? Check out omoto.io
2019-02-1032 min