Podcasts about customer experience team

Welcome to RIMScast. Your host is Justin Smulison, Business Content Manager at RIMS, the Risk and Insurance Management Society.   The RIMS ERM Conference 2024 in Boston featured a stellar lineup of risk thought leaders who shared their experiences applying ERM practices to align risk management with strategy and showcase the value of more risk-aware corporate cultures. At the Conference, Justin spoke with two leading ERM practitioners in different primary areas to provide a range of perspectives. In this episode of RIMScast, Justin interviews Christopher Stitt about his session, which he based on the RIMS ERM Framework and the RIMS Risk Maturity Model. Justin interviews Catrina Gilbert about her position at the DFW Airport and her career in risk management and ERM, as well as current airport initiatives. Listen in for a sample of the offerings of the RIMS ERM Conference 2024 with its record-breaking full-capacity attendance.   Key Takeaways: [:01] About RIMS. [:14] Member registration for RISKWORLD 2025 is now open! General registration opens on December 4th. Visit RIMS.org/RISKWORLD. [:25] About this episode. Recorded live in Boston at the RIMS ERM Conference 2024, we have interviews with two fantastic guests! [:49] The next RIMS-CRMP Exam Prep Virtual Workshop will be held on December 17th and 18th. The next RIMS-CRMP-FED Exam Course will be hosted along with George Mason University from December 3rd through the 5th. [1:07] Links to these courses can be found on the Certification page of RIMS.org and through this episode's show notes. [1:15] RIMS Virtual Workshops! Elise Farnham of Illumine Consulting recently joined us here on RIMScast. On December 4th and 5th, she will host “Applying and Integrating ERM”. On December 17th and 18th, she will host “Captives as an Alternate Risk Financing Technique”. [1:35] Those are just two of the workshops RIMS offers; we have lots more! Other dates for the Fall and Winter are available on the Virtual Workshops calendar, RIMS.org/virtualworkshops. [1:51] First Interview! Our first guest was a featured speaker on Day 2 of the RIMS ERM Conference 2024. His name is Christopher Stitt and he is the Founder and CEO of CrisisLead, LLC. [2:01] Chris's session was titled “The Art and Science of High-performing Enterprise Risk Management: Bridging Silos for Sustainable Success.” We'll speak about that session and give a high-level overview for those who could not attend. [2:18] Chris has a fascinating background that led him to risk management and ERM. His career journey is an inspiration. We recorded live on-site at the Boston Hilton Plaza. Christopher Stitt, welcome to RIMScast! [2:51] This is Chris's first ERM Conference. He's enjoying it and likes getting a broader perspective of how the overall ERM community operates. It's been a fantastic opportunity to network with some amazing professionals and learn from them! [3:20] Chris talks about the session he is giving, “The Art and Science of High-performing Enterprise Risk Management: Bridging Silos for Sustainable Success.” It comes down to people. What sometimes gets missed in the ERM process is the human factor. [3:51] It's about getting the buy-in necessary and the understanding of what risk is, not just from the senior level but across the board. A new concept, the Risk Intelligence Quotient, can help your organization understand how to look at, feel about, and interact with risk. [4:26] The Risk Intelligence Quotient, along with the human-centric aspects of the risk program, can help you build a good risk culture and ultimately, a high-performing organization that can thrive during both business-as-usual and disruption. [5:03] Chris used the RIMS ERM Framework and the RIMS Risk Maturity Model as the foundation of his session. As he studied the RIMS Risk Maturity Model, he saw it was about the journey, from starting a risk program in a new business to developing a mature program. [5:37] As a business grows and a company matures, you need to be able to go through the process and say, “We need to start documenting how this works. We need to start ingraining this into our business process.” [6:01] The RIMS Risk Maturity Model gives a great overview of how to ingrain risk management into your business process, especially in a business developing as a hierarchical organization. [6:41] Chris was a U.S. Department of State Diplomatic Security Service Special Agent for over 25 years managing integrated security risks in embassies around the world. He looked at how international risks would influence U.S. operations in a given country. [7:17] Chris was also Chief of Emergency Planning for the Department of State twice. That gave him a wide view of how risks develop and how to develop response plans to those risks. [7:40] About 2014, The Department of State set up an ERM program. Chris was at the initial meeting. Senior officials were using terms he knew but with different meanings. That led Chris to investigate further into the meaning of enterprise risk and how to integrate it. [8:24] What Chris loves is helping other people understand and build ERM programs. That's why now, since retiring from the Department of State, Chris has moved into consulting. He sees it as a great opportunity to bridge the silos for a better understanding of what we're trying to achieve. [8:51] Chris is excited about presenting his session where he talks not only about the risks but also how you find the opportunities in those risks. It's about building a powerful ERM program that gets buy-in from stakeholders and imbuing ERM into your organization's culture. [9:29] Chris, it's been a pleasure. Thank you for joining us here on RIMScast. [9:43] Plug Time! RIMS Webinars! On November 25th, Resolver returns to discuss “The Future of Risk & Compliance: 5 Key Insights for the Modern Leader”. [9:54] On December 5th, we have “Predictive Strategies to Detect Electrical and Machinery Failures”, presented by Global Risk Consultants, a TÜV SÜD company. [10:06] On Thursday, December 12th, OneTrust returns to deliver “Staying Vigilant: 7 Practical Tips for Ongoing Third-Party Risk Monitoring”. [10:16] More webinars will be announced soon and added to the RIMS.org/webinars page. Go there to register. Registration is complimentary for RIMS members. [10:28] RIMS is now accepting nominations for all awards other than Risk Manager of the Year 2025. The submission deadline is Monday, January 6th, 2025. To receive a RIMS award, all winners must be active members and in good standing. [10:48] The awards are the Diversity, Equity, and Inclusion Chapter Leadership Award, the Harry and Dorothy Goodell Award, the Volunteer of the Year “Heart of RIMS” Award, the Richard W. Bland Memorial Award, the Chapter of the Year Award, the Rising Risk Professional Award, the Risk Management Hall of Fame, and the Cristy Award. [11:26] You can find more information about the awards through the About Us page of RIMS.org or the link in this interview's show notes. [11:35] Final Interview! Catrina Gilbert is a previous ERM Conference speaker. Catrina is well known in ERM in Texas and the DFW RIMS Chapter. We will talk about how ERM influences aviation and some of the risk awareness campaigns she champions at the DFW Airport. [11:56] Catrina Gilbert, welcome to RIMScast! Catrina is the Vice President of Risk Management at the DFW Airport and the Treasurer of the RIMS DFW Chapter. Justin and Catrina have known each other for a few years. [12:30] Catrina is absolutely loving the RIMS ERM Conference 2024. Boston is beautiful this time of year. The speakers, the lineup, the vendors, and the food have been amazing! Every session has been standing-room-only! The Conference is at maximum capacity. [12:54] It adds to the excitement. It is beautiful to see all these great minds from different industries, states, and countries converging on Boston! Catrina had “chowda” for the first time! [13:37] Catrina states that there is never a dull moment in aviation. Airports are growing and rebounding from the pandemic, doing all sorts of construction projects. DFW has a $9B Capital Improvement Plan. From an insurance and claims perspective, that keeps Catrina very busy. [14:02] The DFW Airport has a rolling owner-controlled insurance program, which keeps Catrina super busy. Catrina is also responsible for the airport's ERM program. That's why Catrina is at the RIMS ERM Conference 2024. [14:16] Having the ERM program and being rooted in the organization at the ground level and the executive level, Catrina makes sure that everyone on the airport's Risk Council understands that ERM can also stand for “Everyone's a Risk Manager.”. [14:37] Catrina is trying to empower the team to think strategically and holistically, and to think about how different programs and platforms have interdependencies. If we have an issue here, how is it going to impact, perhaps, the runway or the concessions? [14:57] Catrina is looking at a resiliency framework; how do we bounce back? A lot of organizations are still struggling from the pandemic. Everyone is focused on a resiliency framework. When this happens again, are we ready? That's the beauty of this conference. [15:33] Catrina says every holiday is the best time of the year at an airport! There's no such thing as the worst time of the year. The beauty of an airport is that it connects people around the globe. The holidays are a special time for everyone. Airports love playing a part in that journey. [16:14] Catrina has been at DFW for almost eight years. She has been in risk management since 1999. She has done risk in several industries. Aviation is, by far, her favorite. There is never a dull moment; two days are never the same. DFW Airport is a city, with all the departments. [17:22] Trisha Sqrow and Sandra Fontenot, past RIMScast guests, were DFW colleagues of Catrina's. Trisha is doing great work at the Conference. Sandra Fontenot is doing great work at the RIMS DFW Chapter and helped Catrina with the annual chapter conference. [17:37] Catrina says we grow when we move, but RIMS and risk management keep people together. Catrina thinks the work that they did together at DFW Airport is one of the reasons they're still colleagues and friends. They still share ideas and speak at conferences together. [18:31] Catrina has 12 people in her risk group at the DFW Airport. At her previous airport, Hartsfield-Jackson Atlanta, she was a department of one. She reported to the city. She hears “department of one” a lot at the Conference, maybe two or three. Everything's bigger in Texas. [19:03] Catrina looks for fresh ideas in a new risk hire. DFW had Innovation Week last week. Seeing the great ideas coming through in the aviation industry, including AI, Catrina wants people who have an open mind, are innovative, and are willing to try some new things. [19:37] You can teach the rest of it. Catrina wants people with the soft skills, the personality, and the ability to jump in there, push up their sleeves, and try it out. [19:57] Justin recently noticed in the restrooms at DFW Airport posters on Human Trafficking Awareness. He is a big proponent of human trafficking awareness. He has led those initiatives at RIMS. He was glad to see that DFW is one of the many airports boosting awareness. [20:18] DFW is one of many airports in this fight against human trafficking. They have training, posters, and placards to educate you to say something if you see something and how to report what you see. It's better to be safe than sorry. DFW provides you with a way to report. [21:06] The Human Trafficking Awareness campaign is a team effort. It went through the Community Engagement Team, the Customer Experience Team, and the Department of Public Safety. Everyone worked hand-in-hand to be on the same beat in fighting human trafficking.  [21:32] DFW is proud to be a part of the global Sunflower Lanyard Program, designed to make hidden disabilities a little bit more visible. A passenger who has a hidden disability will receive a Sunflower Lanyard by mail before their departure date. [21:54] When the passenger with the hidden disability is in the terminals, DFW employees have been trained to recognize the Lanyard and give them a tailored experience by asking how they can assist the passenger to have a wonderful travel experience. [22:14] It's about providing for the diverse needs of a diverse population to ensure that everybody has the same experience in traveling. [22:25] What a delight to finally have Christoper Stitt and Catrina Gilbert as our special guests here on RIMScast! [22:33] Check out this episode's show notes for links about the ERM Award of Distinction Winners and Honorees and more about the Conference. Of course, we also have a special edition of Risk Management magazine dedicated to ERM. That's available in the show notes. [22:52] More RIMS Plugs! The RIMS App is available to RIMS members exclusively. Go to the App Store and download the RIMS App with all sorts of RIMS resources and coverage. It's different from the RIMS Events App. Everyone loves the RIMS App! [23:27] You can sponsor a RIMScast episode for this, our weekly show, or a dedicated episode. Links to sponsored episodes are in our show notes. RIMScast has a global audience of risk and insurance professionals, legal professionals, students, business leaders, C-Suite executives, and more. Let's collaborate and help you reach them! Contact pd@rims.org for more information. [24:13] Become a RIMS member and get access to the tools, thought leadership, and network you need to succeed. Visit RIMS.org/membership or email membershipdept@RIMS.org for more information. [24:30] Risk Knowledge is the RIMS searchable content library that provides relevant information for today's risk professionals. Materials include RIMS executive reports, survey findings, contributed articles, industry research, benchmarking data, and more. [24:47] For the best reporting on the profession of risk management, read Risk Management Magazine at RMMagazine.com. It is written and published by the best minds in risk management. [25:01] Justin Smulison is the Business Content Manager at RIMS. You can email Justin at Content@RIMS.org. [25:09] Thank you all for your continued support and engagement on social media channels! We appreciate all your kind words. Listen every week! Stay safe!   Mentioned in this Episode: RIMS ERM Conference 2024 Roundup — Global Award of Distinction Honors RIMS Strategic & Enterprise Risk Center RIMS DEI Council RIMS-Certified Risk Management Professional (RIMS-CRMP) NEW FOR MEMBERS! RIMS Mobile App RIMS-CRMP Stories — Featuring Valerie Fox!  Nominations open for RIMS 2025 Awards! (Through Jan. 6, 2025) Nominations for the Donald M. Stuart Award RIMS Webinars: “The Future of Risk & Compliance: 5 Key Insights for the Modern Leader” | Sponsored by Resolver | Nov. 25, 2024 “Predictive Strategies to Detect Electrical and Machinery Failures” | Sponsored by TUV SUD GRC | Dec. 5, 2024 “Staying Vigilant: 7 Practical Tips for Ongoing Third-Party Risk Monitoring” | Sponsored by OneTrust | Dec. 12, 2024 RIMS.org/Webinars   Upcoming Virtual Workshops: RIMS-CRMP Exam Prep (Virtual)Dec. 17‒18, 2024 | 9:00 am‒4:00 pm EST — Register by Dec. 10. “Applying and Integrating ERM” | Dec 4‒5 “Captives as an Alternate Risk Financing Technique” | Dec. 17‒18 See the full calendar of RIMS Virtual Workshops RIMS-CRMP Prep Workshops   Related RIMScast Episodes: “Risk Quantification Through Value-Based Frameworks” “Maintaining an Award-Winning ERM Program with Michael Zuraw” “Applying ERM Theory with Elise Farnham” “On Risk Appetite and Tolerance” “Big Shifts with John Hagel, RIMS ERM Conference Keynote” “Live From RIMS ERM Conference 2023”   Sponsored RIMScast Episodes: “Risk Management in a Changing World: A Deep Dive into AXA's 2024 Future Risks Report” | Sponsored by AXA XL (New!) “How Insurance Builds Resilience Against An Active Assailant Attack” | Sponsored by Merrill Herzog “Third-Party and Cyber Risk Management Tips” | Sponsored by Alliant “RMIS Innovation with Archer” | Sponsored by Archer “Navigating Commercial Property Risks with Captives” | Sponsored by Zurich “Breaking Down Silos: AXA XL's New Approach to Casualty Insurance” | Sponsored by AXA XL “Weathering Today's Property Claims Management Challenges” | Sponsored by AXA XL “Storm Prep 2024: The Growing Impact of Convective Storms and Hail” | Sponsored by Global Risk Consultants, a TÜV SÜD Company “Partnering Against Cyberrisk” | Sponsored by AXA XL “Harnessing the Power of Data and Analytics for Effective Risk Management” | Sponsored by Marsh “Accident Prevention — The Winning Formula For Construction and Insurance” | Sponsored by Otoos “Platinum Protection: Underwriting and Risk Engineering's Role in Protecting Commercial Properties” | Sponsored by AXA XL “Elevating RMIS — The Archer Way” | Sponsored by Archer “Alliant's P&C Outlook For 2024” | Sponsored by Alliant “Why Subrogation is the New Arbitration” | Sponsored by Fleet Response “Cyclone Season: Proactive Preparation for Loss Minimization” | Sponsored by Prudent Insurance Brokers Ltd. “Subrogation and the Competitive Advantage” | Sponsored by Fleet Response   RIMS Publications, Content, and Links: RIMS Membership — Whether you are a new member or need to transition, be a part of the global risk management community! RIMS Virtual Workshops On-Demand Webinars Risk Management Magazine ERM Special Edition RIMS-Certified Risk Management Professional (RIMS-CRMP) RISK PAC | RIMS Advocacy   RIMS Events, Education, and Services: RIMS Risk Maturity Model® RIMS Events App Apple | Google Play   Sponsor RIMScast: Contact sales@rims.org or pd@rims.org for more information.   Want to Learn More? Keep up with the podcast on RIMS.org, and listen on Spotify and Apple Podcasts.   Have a question or suggestion? Email: Content@rims.org.   Join the Conversation! Follow @RIMSorg on Facebook, Twitter, and LinkedIn.   About our guests: Christopher Stitt, Founder and CEO at CrisisLead, LLC   Catrina Gilbert, Vice President of Risk Management at Dallas Fort Worth International Airport RIMS DFW Chapter Treasurer   Social Shareables (Edited For Social Media Use): The Risk Intelligence Quotient (how you look at risk), along with the human-centric aspects of the risk program, can help you build a good risk culture and ultimately, a high-performing organization that can thrive during both business-as-usual and disruption. — Christopher Stitt   What I really love is helping other people understand and build ERM programs. That's why now, since I retired from the Department of State, I have moved into consulting. It's a great opportunity to bridge the silos. — Christopher Stitt   It's about building those cultures that can build very powerful ERM programs that get buy-in from the stakeholders and imbuing ERM into the culture of your organization. — Christopher Stitt   In a post-pandemic era, everyone is focused on a resiliency framework. When this happens again, are we ready? Are we prepared? Have we done the work? That's the beauty of this RIMS ERM Conference 2024. — Catrina Gilbert   You can teach the rest of risk management. I want people with the soft skills, the personality, and the ability to jump in there, push up their sleeves, and try it out. — Catrina Gilbert   We have training, posters, and placards to educate you to say something if you see something and to have a way in which to report human trafficking. — Catrina Gilbert

Building a business free of overwhelm with an efficient customer experience department. Today, I'm feeling grateful for running my business for the past 15 years! I've had the pleasure of building incredible teams along the way, including my customer experience department. I'm so proud of the crucial role they've played in supporting both our company and our students. In this episode, I share my CX team's strategies for managing time, avoiding overwhelm, and handling all responsibilities effectively. Trust me, customer service is not just about responding to emails and questions – it's about using every interaction as an opportunity to showcase your company values and turn one-time buyers into lifelong brand supporters! Even if you're just starting out, you'll eventually need to build a team as your business grows, and having a CX department that takes care of all the details so you can focus on creating amazing courses, memberships, and masterminds can make all the difference. You'll hear all about:  4:07: Hiring people who are cultural fits with a willingness to help in other departments  9:05: How my CX team protects their time, sets daily goals, and avoids email overwhelm  15:47: Tools for automating repetitive tasks  19:37: Tips for using guided responses to increase efficiency and accuracy when replying to customers  24:32: Three customizable AI prompts for crafting thoughtful guided responses  27:52: The importance of having a quality control checklist  Make these strategies your own so that you can build a business free from overwhelm!  Customizable ChatGPT prompts for crafting effective guided responses:  Prompt #1 for if you often see students having issues finding your trainings:   My students occasionally encounter difficulties accessing a weekly live video I host. Can you create a helpful and empathetic response explaining the common steps to troubleshoot this? Please include guidance on finding the video pinned to the Facebook Group… and tell them to make sure they're connected to WIFI rather than data on their phone if the video is not streaming well. Also, add a note offering further assistance if these steps don't resolve the issue. Prompt #2 for students who feel behind in your course:  Write a compassionate and constructive response for students who have not been able to start my course and feel behind due to their life circumstances. The response should acknowledge their concerns, and provide suggestions on how to make the most of the course materials. Include the reminder students can go at their own pace because they have lifetime access to the course. Add in advice to download the step-by-step PDFs, and take advantage of personalized support options like the weekly Q&As I host. End the response inviting them to reach out with specific areas they're struggling with, and tell them I am happy to help further.  Prompt #3 for ensuring students can easily log into your course: I need a guided response for technical support questions related to my students not being able to log into their course that's hosted on Kajabi. The response should be easy to understand for non-technical users. Include this login link and steps to check their spam folder for the email containing their password details. Provide an option for them to reply if the problem persists. Rate, Review, & Follow on Apple Podcasts  "I love Amy and Online Marketing Made Easy." If that sounds like you, please consider rating and reviewing my show! This helps me support more people -- just like you -- move toward the online life and business that they desire. Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode! Also, if you haven't done so already, follow the podcast. I'm adding a bunch of bonus episodes to the feed, and if you're not following, there's a good chance you'll miss out. Follow now!

Trey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global organizations to track, analyze, and enhance fleet operations. In today's episode, Trey, who has a deep-seated interest in assembling formidable teams to aid clients in achieving their goals by employing novel approaches, discusses his experiences in this regard.[01:03 Trey's Journey – Trey recounts his experience and describes what Fleetio offers its customers. [09:10] Evolution of the Team - Trey explains what he was looking for in the CX team when he joined Fleetio, how Trey structured the team, and the change in the team structure he is most proud of implementing.[16:09] Team's success - Defining what constitutes success for the team.[19:34] Customer Feedback - Trey describes how he will relay customer feedback to the product board.[24:07] Customers' Success - How to measure the customers' success? How to balance focusing on different customer types and deciding whom the company wants to invest the most? [30:22] Future – Trey expresses his desires regarding his discipline.[33:18] Trey's answer – Trey responds to the previous guest's questioning regarding the brand experience that has been relevant, proactive, and responsive to his needs.Resources:Connect with Trey:LinkedIn: linkedin.com/in/treyhoffman/

Are you concerned about keeping your customers happy and satisfied with your agency's service?  Your customer experience team plays a very important role to accomplish that.  You see, after suffering a 16% customer churn rate, our customer experience team managed to get it down to 2%. And this has dramatically changed our agency business for the best.  Now, if you're interested in learning how we, at DUDE, measure our customer experience team's success and know the KPIs that we have placed to gauge it. I highly recommend this episode to you.  Discussion Points: 0:00 Introduction  2:08 Clients cancelling was a problem for DUDE  5:00 The main responsibility of a customer experience team  5:17 Formula to determine customer lifetime value 7:17 Tasks of the customer experience team  9:05 The red zone  11:51 Identifying what clients love vs. what drives them to cancel  12:03 Three major reasons clients cancel and what to do about it 15:13 Cancellations are a lagging metric  17:10 The CX dashboard  21:02 Mapping out the customer journey 24:33 Incentivize your CX team using retention as a benchmark  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

This episode features an interview with Kristi Langdon, Head of Customer Experience at Daimler Trucks North America.  In this episode, Kristi talks about setting employees up for successful delivery of the customer experience, the importance of connecting every employee with your end customers, and how CX actually starts with LX, or leadership experience.Quotes*"Start by listening. You would be amazed at the frequency with which we forget to listen, that we forget to start with voice of the customer. Because oftentimes we make assumptions. We think we know the right way, but if you would just take the time to listen to the customer in the front end and really understand what their pain point is, you would then inform what is the right problem you're trying to solve. Too many times we make those assumptions and it leads us down the wrong path. And we end up solving something that never needed to be solved."Time Stamps*[5:43] Extending CX past the sale*[8:14] Kickstarting your CX transformation*[9:33] Accepting constructive feedback*[16:58] Enabling and empowering employees to deliver your CX*[18:33] CX starts with leadership*[20:45] Addressing fear of change*[23:00] Protecting your market share amid change*[31:15] Encouraging your employees through success stories*[39:08] Daimler's CX model*[42:47] Tech trends incoming to Daimler*[45:03] Delivering on your brand promiseBioKristi is the Head of the Customer Experience team at Daimler Trucks North America with 20 years of senior leadership experience in manufacturing, technology, banking and energy. Kristi started the first CX organization at DTNA and launched a “voice of the customer” program.Thank you to our friendsThis episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it hereLinks:Connect with Kristi on LinkedInCheck out DTNA on their websiteConnect with Phil on LinkedInFollow Phil on Twitter

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here.  Our team-building strategy is deliberate and repeatable. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In other words, we have a strategy for creating successful Customer Experience teams that we know works. In this episode, we share the five rules for building successful Customer Experience teams. We hope that they will help you make the team you need to deliver the experience that fosters the customer-driven growth you need.  Key Ideas to Improve your Customer Experience When it comes to building Customer Experience teams, there is no considerable difference between them and any other team. So, in many ways, you can consider these rules as applicable for any team-building project.  Here are some highlights of the discussion: 04:28 We share Rule #1, which is to hire strategic thinkers and practical doers, so once you know what to do, you can then carry it out. 10:01  With Rule #2, we suggest hiring a team with a high EQ or emotional intelligence so they can understand and manage the emotions of themselves and others. 12:53  We talk about how understanding all the departments of an organization is essential for the CX Team with Rule #3, which is to respect cross-silo knowledge. 17:24  When we talk about Rule #4, which is to find people who can deal with conflict but with integrity, we discuss the importance of handling conflict when you are on the CX team because everyone is happy about the project until you ask them to do something. 23:14   We share Rule #5 and employ people with natural communication skills, which is vital when explaining the concepts behind why you are making changes to people from all walks of life.  29:38   We summarize the rules and why we think they are essential. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here.  Our team-building strategy is deliberate and repeatable. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In other words, we have a strategy for creating successful Customer Experience teams that we know works. In this episode, we share the five rules for building successful Customer Experience teams. We hope that they will help you make the team you need to deliver the experience that fosters the customer-driven growth you need.  Key Ideas to Improve your Customer Experience When it comes to building Customer Experience teams, there is no considerable difference between them and any other team. So, in many ways, you can consider these rules as applicable for any team-building project.  Here are some highlights of the discussion: 04:28 We share Rule #1, which is to hire strategic thinkers and practical doers, so once you know what to do, you can then carry it out. 10:01  With Rule #2, we suggest hiring a team with a high EQ or emotional intelligence so they can understand and manage the emotions of themselves and others. 12:53  We talk about how understanding all the departments of an organization is essential for the CX Team with Rule #3, which is to respect cross-silo knowledge. 17:24  When we talk about Rule #4, which is to find people who can deal with conflict but with integrity, we discuss the importance of handling conflict when you are on the CX team because everyone is happy about the project until you ask them to do something. 23:14   We share Rule #5 and employ people with natural communication skills, which is vital when explaining the concepts behind why you are making changes to people from all walks of life.  29:38   We summarize the rules and why we think they are essential. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here.  Our team-building strategy is deliberate and repeatable. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In other words, we have a strategy for creating successful Customer Experience teams that we know works. In this episode, we share the five rules for building successful Customer Experience teams. We hope that they will help you make the team you need to deliver the experience that fosters the customer-driven growth you need.  Key Ideas to Improve your Customer Experience When it comes to building Customer Experience teams, there is no considerable difference between them and any other team. So, in many ways, you can consider these rules as applicable for any team-building project.  Here are some highlights of the discussion: 04:28 We share Rule #1, which is to hire strategic thinkers and practical doers, so once you know what to do, you can then carry it out. 10:01  With Rule #2, we suggest hiring a team with a high EQ or emotional intelligence so they can understand and manage the emotions of themselves and others. 12:53  We talk about how understanding all the departments of an organization is essential for the CX Team with Rule #3, which is to respect cross-silo knowledge. 17:24  When we talk about Rule #4, which is to find people who can deal with conflict but with integrity, we discuss the importance of handling conflict when you are on the CX team because everyone is happy about the project until you ask them to do something. 23:14   We share Rule #5 and employ people with natural communication skills, which is vital when explaining the concepts behind why you are making changes to people from all walks of life.  29:38   We summarize the rules and why we think they are essential. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

As part of our Mother’s Day celebrations, Christy, Colugo’s Chief Parent Officer, is joined by Emily Juchau, a Customer Experience Lead at Colugo. They chat about Colugo’s Customer Experience Team, which is made up entirely of moms, and why they love chatting with other parents. Christy and Emily are also both expecting, with their due dates only 10 days apart. Emily shares how she is preparing differently for baby #2 based on what she learned the first time around, including why lining up a therapist is key and the importance of advocating for yourself from the start. Mentioned in this episode: Klei, Tums, Baby-Friendly Hospital, Fed is Best, emotionally-focused therapy, Expecting and Empowered, pelvic floor physical therapy, diastasis recti, Purple Carrot, Daily Harvest, Walmart Grocery Pick-up, Trader Joe’s, Dr. Julie Hanks, and ThePastaSheAte 

We're back for another episode of Beauty IQ Uncensored, brought to you by Adore Beauty. What’s on this episode? We’re glad you asked... Introducing Global Shades with Shanthi Shanthi Murugan joins us to talk about an initiative at Adore Beauty that's been in the works for years - and we need your help to make it a reality. Change will require all beauty retailers and brands to work together, Adore Beauty is working towards ranging over 2,600 different shades from 350 complexion products and have formed a dedicated category on its website called Global Shades. This is the company’s first stage of its movement to be more inclusive. All Australians should have equal access to foundations and concealers, regardless of their skin tone. Show your support by joining the movement.  Sign the petition at www.globalshades.org    Watch the hero video on IGTV: https://www.instagram.com/p/CMvDzfTlSoM/ Affordable Haircare with Millie Another Adore Beauty, Millie Porter, from our Customer Experience Team joins us to chat about affordable haircare. By that, we mean the stuff that sits somewhere between supermarket and bougie, so your $20-40 mark. Some of the standout brands mentioned are ELEVEN, L'Oreal Professionel and Goldwell. You can see more of Millie on our YouTube channel here: https://www.youtube.com/user/AdoreBeautyAU Or shop our haircare range here: https://www.adorebeauty.com.au/hair.html?utm_source=omny&utm_medium=podcast PWDKWN: Jo: Avene Thermal Spring Water https://www.adorebeauty.com.au/avene/avene-thermal-spring-water-300ml.html?utm_source=omny&utm_medium=podcast Hannah: Air Motion Detangling Hair Brush- White https://www.adorebeauty.com.au/air-motion/air-motion-detangling-hair-brush-white.html?utm_source=omny&utm_medium=podcast Disclaimer: https://www.adorebeauty.com.au/disclaimer.html Hosts: Joanna Fleming & Hannah Furst Guests: Shanthi Murugan, Millie Porter See omnystudio.com/listener for privacy information.

ÜBER DIE EPISODE Lernen ist einer der Kernwerte im Düsseldorfer FinTech-Unternehmen Auxmoney. Mateo Vondey, Head of Customer Experience, erklärt in dieser Episode, wie die CX-Abteilung dieses Mindset im Unternehmen weitergibt und wie sie Wissens-Silos aufbrechen. https://www.digitale-leute.de/interview/customer-experience-bei-auxmoney/ ÜBER DEN HOST Anna-Lena Kümpels Reise durch die Welt der Startups begann 2016, als sie als Redakteurin für das deutsche Startup-Magazin Berlin Valley arbeitete. Im Oktober 2017 zog sie ins Rheinland, wo sie heute als Startup-Agentin des Digital Hub Cologne arbeitet. In dieser Funktion baut sie ein starkes Netzwerk von regionalen Startups auf, um sie mit lokalen KMU-Unternehmen zu verbinden. ÜBER DEN PODCAST Digitale Leute Insights ist der Podcast für Passionate Product People. Wir interviewen Top-Produktentwickler aus aller Welt und werfen einen tiefen Blick auf die Tools, Taktiken und Methoden digitaler Professionals und Unternehmen.

VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team's CXNow! program, an innovative approach to unearthing ideas to improve customer experience. Sue and show host, Julia, discuss the genesis for the program, the resulting impact on the customer journey and what had put CXNow! in a different stratosphere from your run-of-the-mill employee suggestion box. If you’re interested in a real life example of how CX professionals are realizing change and making CX relevant in their organization, then this episode is for you. A CX leader in action Sue Brady is the the Vice President of Marketing and Customer Engagement, HUGHES Networks Systems. Sue is a strategic and results-driven marketing executive with a proven ability to grow revenue and profits through online and direct marketing channels. In addition to her marketing duties, in the last two years she has been co-leading a newly created Customer Experience Team. The goal of the team has been to spread the practice of always putting the customer first. Hughes Network Systems, LLC (we’ll refer to it as HUGHES from here on out) is the global leader in broadband satellite technology and services for home and office. Its flagship high-speed satellite Internet service is HughesNet®, the world’s largest satellite network with over 1.4 million residential and business customers across the Americas. Headquartered outside Washington, D.C., in Maryland, Hughes operates sales and support offices worldwide, and is a wholly owned subsidiary of EchoStar Corporation Like many CX professionals, Sue comes from a marketing background, though she has been involved with customer experience for many years. HUGHES' parent company EchoStar has always emphasized customer experience, and when the leadership team decided to formalize a CX function, Sue was a natural fit for the role. Her skills have been complemented by those of her CX co-lead who hails from a customer service support background. They both had CX-related responsibilities already as a part of their ‘regular’ jobs, but this shift put more focus on CX. It sounds like HUGHES has found a way to bring together the best of both worlds to great a CX powerhouse in their organization. Sue Brady Vice President Marketing and Customer Engagement, HUGHES To learn more about Sue, be sure to check out her LinkedIn profile or follow her on Twitter, where she often posts nuggets of insight about CX And digital marketing. If you'd like to learn more about HUGHES, they've got a great website with details about their products and services.  CXNow! in the spotlight Customer journeys are works in progress. As customer wants and needs or the technology underpinning the experience evolves, so should the journey. But how do CX teams gather ideas to improve customer experience? One approach is to go straight to the horse's mouth and ask customers what they want. Most organizations with a CX program do this, and it yields tons of insights, but it can also be difficult or time-consuming to manage customer listening on an ongoing basis. That’s why many organizations also turn to their employees as an additional source of ideas for journey improvement. Since employees have a unique perspective about what goes on behind the scenes, they are well-positioned to combine this with things they have had to troubleshoot in the past.  HUGHES CXNow! program does just that. The program was designed to encourage employees, service center contractors and installers to start thinking about ways that the company could improve customer experience. Ideas are submitted through a centralized email inbox, where they are reviewed, vetted and actioned by a cross-functional team on a weekly basis. Team members who submit ideas are recognized through posters, video reels and badge pins. This campaign aspect of the program helps create a sense of ownership and sustain organization-wide energy around the program.  CXNow!

You only think you've built a great relationship with a client. But...you didn't check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.  

In today’s marketplace, companies must compete for customer relationships. Those relationships are often influenced by the experiences customers have when they interact with companies. As customer service expectations rise, businesses must ensure they are consistently delivering a personalized, genuine and seamless experience to reduce customer effort and increase brand loyalty. Join Pam Plyler, the Executive Practice Lead for the Customer Experience Team at The Northridge Group and her client, Pat Quenan of Alight, as they discuss business insights from Northridge’s 2018 State of Customer Service Experience report and offer suggestions on how to make customer experience a differentiator for your business. If you are looking for ways to improve your business’ Customer Experience, this podcast is for you.

Guest: Julia Law – Lead Customer Experience Manager, Customer Experience Team, Her Majesty’s Passport Office Her Majesty’s Passport Office is embedding a more customer centric culture, moving ownership away from ‘the organisation’ to individuals. All staff understand that they must take personal responsibility for the service customers receive and that it is not just the responsibility of a faceless customer service team.  The Customer Champion Network consists of genuinely customer focused staff who are motivated to look for ways to improve customer experience at every stage of the process.  They help ensure that customers are listened to and their feedback is acted on. They encourage continuous improvement - looking for opportunities for more efficient ways of working; supporting and helping drive through necessary changes for the benefit of the customer.  They provide support for each other, working with a non-hierarchical approach to convert customer feedback into appropriate actions for improvement.  The Champions talk about their sense of pride in their work and their motivation to deliver for customers.  They prove that happy staff make happy customers. Engaging with Customer Champions has improved the customer experience – once again HMPO are the top performing public sector organisation in the Institute of Customer Service, UK Customer Satisfaction Index. Host: Jo Moffatt

We are on episode #28 and this week I am joined by Heather Figallo, Senior Director, Innovation, Design and Entrepreneurship at Southwest Airlines. At Southwest Airlines Heather is responsible for leading the discipline of innovation as well as the newly formed labs group which develops prototypes and other stimulus for Customer and Employee feedback. Heather joined Southwest Airlines in August of 2014 as Product and Innovation lead in the Commercial Team. During her tenure at Southwest, Heather launched the Customer Experience Team within Marketing and was the Business lead on the Customer Experience side of the CX / Ops strategy development. In October of 2016 Heather moved to Corporate Strategy & Innovation to launch the Innovation Center and Lab. The Innovation Center’s charge is to create idea flow that supports the Corporate Strategy. The Innovation Center does this by inspiring innovative and agile thinking, directing innovation work through best practices and accelerating the work through the agility of labs. Prior to joining Southwest, Heather’s worked in Advertising, Digital and Innovation Agencies. During that time she led global initiatives for ExxonMobil, Coca-Cola, American Airlines, P&G and many other Fortune 500 brands. On this weeks episode of Custom Made Heather shares how she and her team have integrated human-centered design within their innovation practice to inspire, direct and accelerate change within Southwest Airlines. For listeners who aren’t familiar, human-centered design is a framework of processes, that is not restricted to interfaces or technologies, in which usability goals, user characteristics, environment, tasks and workflow of a product, service or process are given extensive attention at each stage of the design process. Throughout my conversation with Heather she digs into the detail of her teams approach, structure, and various processes they use to collect ideas, how she divides ideas into near-term and longer-term opportunities to drive change within Southwest airlines, how her team gets buy-in within the organization both at the early stage with key stakeholders and later during the prototyping phases with the end users, and then transition these prototypes to be further developed to be part of day-to-day operations. Be sure to tweet at me (https://twitter.com/dougplatts) and let me know what you think of the show. Follow Dialexa on: Instagram: https://www.instagram.com/dialexa/ Facebook: https://www.facebook.com/dialexa/ LinkedIn: https://www.linkedin.com/company/dialexa Soundcloud: https://soundcloud.com/custom-made-dialexa iTunes: https://itunes.apple.com/us/podcast/custom-made/id1332213517?mt=2 Player.fm: https://player.fm/series/custom-made Overcast: https://overcast.fm/itunes1332213517/custom-made Twitter: https://twitter.com/dialexa Medium: https://medium.com/back-to-the-napkin Podcast: https://by.dialexa.com/topic/custom-made YouTube: https://www.youtube.com/c/Dialexa Subscribe to our weekly newsletter for our latest content and top weekly reads here: https://by.dialexa.com/newsletter-signup

Ensuring the customer is always treated right is the basis from which the Customer Experience team was born. But the concern of a CE team should go far beyond that and focus on making sure the customer is delighted with the product and feels their needs have been heard and met.

Two members of the Formstack team will be joining us: Chris Lucas, VP of Business Development, and Nicole Witt, Director of Customer Experiences & Partnerships. Chris finds new partnership opportunities and oversees a great marketing team at Formstack. With a wide range of experiences including Organic and Paid Search, PR, Content & Social Marketing, Lucas brings over 12 years of marketing and communications experience to Formstack. Nicole manages the Customer Experience Team and Formstack's Integration Partner Program. She loves that Formstack helps small businesses operate like big businesses. Before joining Formstack, Nicole was the VP of a startup motorsports marketing company and has worked in business development and marketing roles in the technology industry. She serves on the Board of Directors for the Network of Women in Business (NOWIB), Indiana's oldest women's professional networking group. Nicole is an IU graduate and enjoys spending time with her husband Eric and their dog Daisy, exercising, reading, and drinking wine.