Podcast appearances and mentions of james dodkins

Today's interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscape and some of the big trends and technologies that will drive and shape the future of customer experience. This interview follows on from my recent interview – If it matters for your customer, it's important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega – and is number 516 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Director - Global Product Marketing - Customer Service & Sales Automation, at Pega, who is then joined partway through the conversation by James Dodkins, a friend of the podcast and CX Evangelist, at Pega. Fun and games! Our conversations cover my guests' highlights from the event, their perspective on the current state of play in marketing, personalization, customer service, customer experience and the impact of Gen AI on all of the above, amongst a bunch of other things. This interview follows on from my recent interview – Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink – and is number 515 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024.

In this episode we spoke with James Dodkins, best selling author, keynote speaker and The Customer Experience rockstar! During our chat, James discussed how brands can better understand and harness AI to elevate their Customer Experience strategy. James also reflects on how we can balance the digital and human touch in the era of AI and shared examples of where he's seen AI having a positive impact on CX. 

Today's interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in October 2014, where along with his colleague Dave Waltz, they shared with me the story of how their customer service strategy was central to growing the Big Ass Fans business five-fold over a five year period. That was nine years ago! Nine years! So, I thought it would be great to invite Carey back onto the podcast to find out what happened next. This interview follows on from my recent interview – New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega – and is number 476 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is a bit different as it features two, separate interviews in one episode. It's a two-fer! These interviews were conducted on a recent trip to Pegaworld iNspire held in Las Vegas. The first interview is with James Dodkins, who is the CX Evangelist at Pega. This is swiftly followed by a chat with Tara DeZao, Director of Product Marketing, AdTech and MarTech at Pega. I talk to them both about their highlights from the event and what's top of mind for them in the service and experience space right now. Unsurprisingly, we cover the autonomous enterprise, generative AI, new shoes, bad rock tracks, a surprise but great musical collaboration, first-party data, getting your ‘data' house in order, getting personalisation right and, of course, how gen AI will impact all of this. This interview follows on from my recent interview – Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrera of Horatio CX – and is number 475 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.Is this a far-off dream or a prevailing reality?We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.We conclude the hour-long episode by deliberating on the role of trust in the era of AI.This episode is a must-listen if you're contemplating the implications of AI on customer experience!If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

So what is the future of customer experience? Well, you might be surprised to learn that the future involves what many are calling "machine customers". It's the machine or technology that schedules your appointments or buys what you need and interacts with the world for you. Well, my guest today is going to introduce you to the future of CX. James Dotkins is a customer Experience Rock Star. We're going to talk about a future that's not so far away, and one that will change everything. You can find James Dodkins at: https://www.jamesdodkins.com/ https://uk.linkedin.com/in/jamesdodkins https://www.youtube.com/c/JamesDodkins You can find David Avrin at: www.davidavrin.com www.linkedin.com/in/davidavrin www.twitter.com/DavidAvrin www.facebook.com/therealdavidavrin www.instagram.com/therealdavidavrin Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of Caffeinated CX we talk about the RISE OF THE MACHINE CUSTOMERS, as discussed by James Dodkins in this video. Are we really heading into a future where machine will talk to machine? Let's talk about it. https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

The CX Goalkeeper had the great opportunity to interview James DodkinsLinkedIn Headline: Customer Experience Rockstar

Today's interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk about his new book (The Jolt Effect: How High Performers Overcome Customer Indecision - co-authored with Ted McKenna), how they conducted their research, what they found out, how indecision is the biggest barrier to sales and decision-making in general and how a JOLT playbook could help. This interview follows on from my recent interview – Customer experience isn't about experience at all. It is about relationships – Interview with James Dodkins of Pega – and is number 442 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some of the results, the big trends and shifts that are driving the future of customer service and a webinar (registration link) that they are holding next week (Oct 4th) as part of Customer Service Week. This interview follows on from my recent interview – CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman – and is number 441 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences'. He shares those strategies through transformative training, engaging video content and inspiring keynote talks. James is also a two time #1 Best Selling Author and the Ex-host of Amazon Prime's weekly topical CX show, ‘This Week In CX'.

For this of you that don't know him,  James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences'.

This Week Kat and David talk about employee engagement, how dangerous it is to have disengaged employees, and go through a couple of the examples in James Dodkins' book 136 Ideas For Rockstar Employee Engagement.

Do we give customers what they want, or what they need? How do we control the expectations? James Dodkins' Diabetes Pizza video (as mentioned): https://www.youtube.com/watch?v=tNV8z3xNaes The CaffCX LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://anchor.fm/caffeinatedcx/message Support this podcast: https://anchor.fm/caffeinatedcx/support

Welcome to the #VoiceofSuccess. Today I have Customer Experience Rockstar James Dodkins with me. He is a Customer Experience Evangelist at Pega systems. But what is a CX Rockstar, this will is something James will explain today. As always in #VoiceOfSuccess, what is James drive? We also talk about: How you create a magnetic brand and stand out from the crowd? How do you get new happy customers? How do you deliever a kick as customer experience Do you believe that Happy Employees drives Happy Customers, why? Are you ready? Listen to the Voice of Success!

Hey CX Nation,In episode #161 of The CXChronicles Podcast we welcomed James Dodkins from Pega Systems & Rockstar CX based in Solihull, England & Cambridge, MA.Pega delivers innovative software that crushes business complexity. From increasing customer lifetime value to streamlining service, to boosting efficiency, Pega helps the world's leading brands solve problems fast and transform their customer's business for tomorrow.  James has written books, delivered speeches & consulted across the world with amazing companies helping other customer focused business leaders  unlock their inner rockstar & build a world class customer experience plan for their customers. In this episode James and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Pega & Rockstar CX as they've built & grown their team & customer portfolios.**Episode #161 Highlight Reel:**1. Why building a band & fan base is exactly like building a business &  customer base  2.  Owning & rocking the unique differentiators within your business & team3.  Understanding the science of your customer behavior to grow your business 4.  Why process becomes paramount as your business scales, it's like reading sheet music 5. Focus on mastering the peak and the end of your customer experience as you scale Huge thanks to James for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and success space into the future.Click here to learn more about James DodkinsClick here to learn more about PegaIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show (https://cxchronicles.com/)

In this webinar episode, James Dodkins - Founder at Rockstar CX, talks about creating a rockstar Customer Experience.

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identifying impact as the frequency is relative (superb example from Mary here :)- Changing expectations are also relevant, the market is so fast (Blackberry example)- The purchase decisioning process is steered by tangible drivers: price, quality and relationship AND intangible drivers: social proof and brand identification.Her book suggestion:"Thinking fast and thinking slow", Daniel KahnemanMary's golden nugget:“Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!”How to contact Mary:- https://worthix.com/- https://www.linkedin.com/in/marydrumond/Mary's podcast:- https://blog.worthix.com/category/voices-of-cx-podcast/Thank you, Mary!Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian GoldingAnd the book: Influence, The Psychology of Persuasion, Robert B. Cialdini#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback

Today we revisit a previous episode of Kustomer when we talked with James Dodkins, known as the Rockstar Customer Experience Expert. Before becoming a specialist in customer experience, James toured the world performing in a rock and roll band. He now takes what he learned from that and applies it to customer experience. We talk about this and how we can frame our customer experience similarly. We also talk about how to structure our team in a way that rewards direct value to customers. We often reward our employees for doing things that don't actually lead to greater customer satisfaction. About James 1:21How to Give Rockstar Customer Experience 5:014 Step Framework 9:27Team Structure 13:24“Only 4% of dissatisfied customers will complain and the large majority of the rest will vote with their feet. They'll just leave and go somewhere else. If you are only fixing problems for the 4% of people that complain, you are missing a massive opportunity.” 11:00

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode:- Customers are bombarded by requests for feedback- Asking customers for feedback mean asking for their time- Feedback is a gift- Common mistakes: surveys are too long, are focused on the company interests, and they don't provide insights on how strongly the experience is affected- Big companies need tech solutions to elaborate the feedback… and much moreHow to contact Mary:- https://worthix.com/- https://www.linkedin.com/in/marydrumond/Mary's podcast:- https://blog.worthix.com/category/voices-of-cx-podcast/Thank you, Mary!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcastMentioned in the discussion with Mary:Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian GoldingAnd the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactical ways companies can create their own ‘Hyperfans' who keep coming back to buy and tell others too.    More details at DoingCXRight.com/podcasts

What does putting on an amazing heavy metal show have to do with customer experience? According to this week's guest, pretty much everything. In this edgy episode, Shawn Nason sits down with award-winning author and speaker James Dodkins to get real about the power of relationships, designing for customer success, and acknowledging the role that fear plays in CX work. Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

For the first time ever, a British Aston Villa fan joins the podcast to talk about creating CX Fandom! The CX Rockstar himself, James Dodkins talks about his most current obsession, "CX Fandom". What can companies leave from the likes of sporting teams in creating hyper fandom? What are the clues, the pointers, the golden nuggets in creating these rarest fans?    James takes us on his ongoing journey into this world. He shares what is meant by a proximity zone, and how the internet has changed this. James also talks about what is CX, really. Is a bundling of moments that then become memories for customers, and those memories create the relationship that companies have with their customers.    Insightful, knowledgeable, and entertaining, what more would you expect from #CXrockstar? There is so much to unpack in this episode that we have invited James back to spend more time with us!!  

Today's interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland as well as a Lego Serious Play® Facilitator amongst many other things. Sirte joins me today to talk about happiness, creativity, why we need more fun in our business and CX lives, Lego and some serious playing. This interview follows on from my recent interview – We are all only one moment away from creating a hyper fan – Interview with James Dodkins of Pega — and is number 398 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. James joins me today to talk about his journey, why he's joined Pega, what he's going to be getting up to, extreme fandoms, hyper-fans and what's stood out for him regarding customer experience over the last 15 months. This interview follows on from my recent interview – A good customer experience starts with having the right tools – Interview with Liat Bycel of Airtable — and is number 397 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today, Fireside Chats Without The Fires welcomes #CXWG2021 captain Annika Bjorck to the podcast. Annika shares her #CXWG2021 story as well as insights from previous games and what she is looking forward to this year.   Annika also shares why she thinks her team will win.....(Justin Robbins, James Dodkins, Sharon Boyd, are you listening?.   Annika and Neal were both surprised when a special guest joined them with a special announcement. Tune in to find out more...

In partnership with Limetropy, Fireside Chats Without The Fires present a series of LinkedIn Live events and podcasts to support the amazing #CXWG2021.   Today, Neal and Paul are thrilled to welcoming returning captain James Dodkins and returning, not as a player this time, but as a captain, Sharon Boyd.   Both Sharon and James share what the game means to them, why they are returning this year, and what to expect from the games themselves

This might be our most controversial topic, yet. Our guest is an outspoken critic against customer feedback so we wanted to find out why and see what we can learn from his thoughts … to maybe understand our customers better. Jennifer Vogel is joined by James Dodkins, who was listed as the UK's #1 CX Influencer by Customer Experience Magazine 2020 and the UK's Most Outstanding CX Keynote Speaker by Corporate Vision Magazine 2021. Learn more about video surveys here: https://bit.ly/3eosfWQ Connect with James here: jamesdodkins.com --- Send in a voice message: https://anchor.fm/customer-insights-show/message

The CX goalkeeper had a smart discussion with James DodkinsYes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME'S ‘THIS WEEK IN CX' and a lot more. The value he brings to the CX community is outstanding.My key learnings:Customer outcome firstStart always by asking: who is the customer?Followed by the question: what is the successful customer outcome?Sharing is key and continuous learning is the only way to growSuccess doesn't happen by accident, it is carefully plannedProductivity hack: TikTok is great to elaborate videos which can be published afterwards on other social media.James gold nugget

What does it mean for a company to be proactive in today's climate? The traditional model of responding to issues after the fact is no longer enough. Proactive Experience Recovery (PXR) is at the forefront of digital transformation. Companies are setting themselves up in ways to identify potentially poor customer experiences and get ahead of them, instead of waiting for a complaint. Join Terrence and James as they discuss PXR, and how a proactive mindset lends itself to next-generation customer-centricity.To find out more, check out these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize's LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

The CX Allstars include Hollis Roberts, Jill Raff, James Dodkins, and Dennis Wakabayashi. They have created a new training platform to help you and your company navigate the EX to CX journey for your organization, getting everyone on the same page. The course helps you open up your aperture and gives you tactics to improve the employee and customer experience, and ensure it's aligned with your brand. Hollis Roberts focuses on how you can show up every day to understand who you are, the value you can create, and how you contribute to the success of the broader team and company. For new leaders, Hollis shares wisdom on how to take yourself on as your first project vs. a project to fix the customer experience, and define "the experience of you." If Hollis helps you on "how to lead ourselves," Jill Raff focuses on "how we lead others" and create employee engagement that creates employee lifetime value. From the staffroom to the boardroom, Jill helps gives you the tools to make people feel recognized and heard so they can translate their work into meaningful customer experiences. James Dodkins portion of the training platform is about showing you the principles and the mindsets that create ideal customer experiences. You don't have to "wow" your customer at each turn, but you do need to deliver a consistently positive experience, and James will help you do that. Finally, Dennis closes out the show and his focus is on the known and unknown customer, bringing together data and touch points to create customer lifetime value. Dennis shares his expertise on how to think about the recency, frequency & size of the purchase, and how to align EX and CX closer to your brand to create value. A star-studded show with four leaders in the EX and CX space, bringing together their decades of experience into one platform to help you accelerate your career. Stay tuned for more details from Hollis, Jill, James and Dennis!

With CX a top priority for most B2B companies heading into 2021, we’re launching our brand new CX Masters series where we talk to the world’s greatest CX experts to give you actionable takeaways on how to create a superior customer experience. In this fourth episode we talk to James Dodkins, founder of Rockstar CX which provides CX training and internationally renowned keynote speeches. James is a best-selling author and was named by Customer Experience Magazine as the UK’s number one CX influencer.

I've interviewed many people from different walks of life in my career, but this is the first time I've ever interviewed a bona fide, guitar toting ROCKSTAR!! James Dodkins used to play in a multi-award winning heavy metal rock band and he now brings that same passion and energy to keynote stages, workshops and customer […] The post S2E03 Innovation Monsters and Myths – James Dodkins appeared first on Andrew Vorster.

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg Blog link: https://engati.com/blog | Subscribe now. James Dodkins, UK's #1 CX Influencer, Host Of Amazon Prime's ‘THIS WEEK IN CX' and CX Trainer, talks about how we should focus on delivery of successful outcomes and how treating your employees like rockstars will create super-fans. Check out CX Community page - https://www.engati.com/cx-community And CX Content page - https://www.engati.com/cx-content Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ #EngatiCX #customerexperience #cxguide

James is here to talk about proactive experience recovery and how being proactive in CX matters more than merely fixing the issues your customers have. The results you can provide for your customers by being proactive are astonishing, and James is here to tell us how that can work, and what the exact ROI on this unique form of problem-solving can be. Learn more about your ad choices. Visit megaphone.fm/adchoices

James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.

Jamming with the CX Rockstar, the one and only, James Dodkins. We got deep: his journey to CX Rockstar...stardom; why CX is failing as a practice, importance of contact centers and making sure we're treating agents like humans, and the meaning behind acronyms you can't afford to miss - PXR and VACWIRE. James also talks about the book he never published, but absolutely has to!

In this episode of Customer Service Secrets, we get a chance to talk with James Dodkins, known as the Rockstar Customer Experience Expert. Before becoming a specialist in customer experience, James toured the world performing in a rock and roll band. He now takes what he learned from that and applies it to customer experience. We talk about this and how we can frame our customer experience similarly. We also talk about how to structure our team in a way that rewards direct value to customers. We often reward our employees for doing things that don’t actually lead to greater customer satisfaction.About James 1:21How to Give Rockstar Customer Experience 5:014 Step Framework 9:27Team Structure 13:24“Only 4% of dissatisfied customers will complain and the large majority of the rest will vote with their feet. They’ll just leave and go somewhere else. If you are only fixing problems for the 4% of people that complain, you are missing a massive opportunity.” 11:00

James Dodkins is better known as the CX Rock Star. He recently launched his Accredited CX Specialist (ACXS) course online. It's great timing as many people have some extra time on their hands at present. In this episode, James explains why the ACXS course is different to other CX accreditation. LinkedIn: https://www.linkedin.com/in/jamesdodkins/ Rockstar CX: https://www.rockstar.cx/ ACXS Course: http://j.mp/rockstarcx

A fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. He recently wrapped up the ACXS, a program for training and certifying accredited Customer Experience Specialists. Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary Follow James Dodkins on LinkedIn Follow James Dodkins on Twitter: @JDODKINS Find about more on James Dodkins on his website: https://www.jamesdodkins.com/ Learn more about the ACXS here: https://www.acxstraining.com/

James Dodkins, Customer Experience Expert and heavy metal enthusiast, discusses the parallels between the two. First, he touches on the cyclical nature of refining a product to please its audience. Whether it’s music or tech, improving upon the output based on feedback about the original product moves the needle forward. At the same time, innovation flourishes in a space void of customer input. The secret to balancing these two conflicting strategies is interpreting feedback to anticipate an unarticulated need. James then weighs the pros and cons of niching down and gaining a hardcore audience or going broad and creating a product that is widely accepted but lackluster, somehow tying in a relevant Nickleback reference. Ultimately, James boils it down to this: “We need to move away from this Industrial Age process standardization mindset and towards a 21st Century customer experience, personalization mindset. Embrace that variation. Understand that people are all different. They have different outcomes, different needs. Make sure that our companies are aligned towards the delivery of those things. Boom.”

James Dodkins, Customer Experience Expert and heavy metal enthusiast, discusses the parallels between the two. First, he touches on the cyclical nature of refining a product to please its audience. Whether it’s music or tech, improving upon the output based on feedback about the original product moves the needle forward. At the same time, innovation flourishes in a space void of customer input. The secret to balancing these two conflicting strategies is interpreting feedback to anticipate an unarticulated need. James then weighs the pros and cons of niching down and gaining a hardcore audience or going broad and creating a product that is widely accepted but lackluster, somehow tying in a relevant Nickleback reference. Ultimately, James boils it down to this: “We need to move away from this Industrial Age process standardization mindset and towards a 21st Century customer experience, personalization mindset. Embrace that variation. Understand that people are all different. They have different outcomes, different needs. Make sure that our companies are aligned towards the delivery of those things. Boom.”

James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience magazine recently called him the #1 CX Influencer in the UK.  In this episode we discuss how companies need to change so they function more like a football team, how to hire the right people for great CX, and how to explore collaboration. https://www.linkedin.com/in/jamesdodkins/  https://www.rockstar.cx/ 

The six core elements of ROCKSTAR customer experience - Interview with James Dodkins, founder of ROCKSTAR CX, speaker, accidental #1 best selling author and host of ‘This Week In CX.' James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience.

Lee talks to James Dodkins, known throughout the business world as “the customer experience rockstar”.  James has founded Rockstar CX, and has travelled the world to talk to people about his two passions, rock music and customer experience, energising and empowering his many clients, including Disney, Microsoft, Lego and IBM, about how they can deliver a “Rockstar” customer experience of their own. Listen as James shares his story, his ideas and his experience with you, in this very inspiring “one night only” gig… KEY TAKEAWAYS Everything that James learned about the business world came from the music world, while he was part of a successful rock band. As such, he invented his business persona based on his own view of them. When James decided to shed this invented image and apply his own touch to business, he found true success and happiness. A customer experience is the sum of the interactions, the thoughts, the memories and feelings that they experience on the journey towards achieving a particular goal, while dealing with your company along the way. It’s important to remember that we should be considering not their interaction with our company, but with the ones who’ve come before and will come afterwards. Each experience impacts the next. People should stop asking their customers what they want. Businesses should understand their customers at such a deep level that they know what their customers need. There are certain ways of talking to customers. But we should also talk to the people who are serving them. Talk to the people who interact with your customers on a daily basis. Proactive Experience Recovery (PXR) is something all companies can be doing more of. It is the pre-emptive recovery of a negative experience by a customer, that often results in good will. In order to use PXR effectively we must: Identify the things that cause dissatisfaction Monitor the experience in the experience Communicate to the customer that you are aware of issues Put it right. BEST MOMENTS ‘It’s kinda the same, but people don’t buy you beer as often’ ‘You shouldn’t try to the best in the world at what you do. You should try to be the only person in the world who can do what you do’ ‘In order to achieve a successful outcome, what they need is very, very different to what they want’ ‘Don’t listen to ABBA. Don’t eat olives' VALUABLE RESOURCES   Business Problems Solved Podcast Twitter: @JDODKINS - https://twitter.com/jdodkins LinkedIn: https://www.linkedin.com/in/jamesdodkins Instagram: @thecxrockstar - https://www.instagram.com/thecxrockstar/ Rockstar CX - https://www.rockstar.cx   ABOUT THE GUEST James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar’. Not only is he an international keynote speaker, #1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James is one of the world’s top customer experience influencers and content creators. ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In 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

James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. Follow Worthix on LinkedIn: https://www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary Follow James Dodkins on LinkedIn: https://www.linkedin.com/in/jamesdodkins Follow James Dodkins on Twitter: @JDODKINS Get James' books on his site: https://www.jamesdodkins.com/books.html

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints.   Key takeaways (starts at 30:02): Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate and Compensate) Make sure metrics are aligned with the customer Use storytelling to sell initiatives Don’t use war-like wording when talking about customers.

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them.   Key takeaways (starts at 16:28): Start with empathy Challenge your perceptions Think about what goal the customer is trying to achieve Look for ways to remove friction (same outcome + less touchpoints = better experience)

Welcome back for Episode 26! This episode welcomes James Dodkins on to the show to talk about how you can create rockstar customer experiences that are unforgettable in your business! James used to play guitar in a professional heavy metal band - then became a cog in the corporate machine then used his ‘rockstarness’ to become a prolific consultant and No. 1 best-selling author focusing on supercharging customer service in organisations globally (including titles such as Foundations for Customer Centricity, A Customer Carol, 136 Ideas for Rockstar Employee Engagement and his new book due for release in 2018 – Put Your Customers Second). James has delivered Keynote Speeches in over 30 countries having delivered over 100 talks, has been featured in Forbes and is trusted by big names such as Disney, Mercedes-Benz and Microsoft to name just a few! James is a World No. 16 Top CX Influencer, No. 8 most anticipated book release in 2018 (Put Your Customers Second), and his podcast is in the Top 50 – he is the Customer Experience Rockstar! Check out James's AWESOME website HERE!   And don't forget to connect with me @TheJamieKeeling and check out my blog at Little Grey Says Thanks for listening - and remember... stay OPTIMISED!   "Find your Passion, Live with Purpose, Make an Impact!"   Don't forget to subscribe and come and say hello to us on our social media pages!! You can find out more about Jamie on Facebook, at his blog and at Optimise Me!   www.optimisemenow.com

In episode 23 of the Get Published Podcast, Host and 13-Time Bestselling Author Paul G. Brodie interviews James Dodkins about his author journey and using your book as a business card.

Putting your customer first by putting your employees first. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement,having an employee mission, and the real definition of customer experience. TOP TAKEAWAYS: • James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too. • What happens on the inside of a company will be felt on the outside by the customers. That’s why it’s important that you put your employees first. • Your part of the customer's experience is typically a tiny little piece of a much larger puzzle. There’s a lot more that happens across the whole customer journey. • Giving employees an inspiring, empowering, and memorable mission is one of the best gifts you can give them. Employees want to see that they’re making a positive change in customers lives. • Of the 136 ideas for rockstar employee engagement, a few of James’s favorites include having employees meet their customers, writing personal letters to employee family members, and holding fun employee events, such as a a class on how to make cocktails (named after emplyees and departments). • James shares a heart touching story about how Southwest Airlines truly embodies their mission, “Connecting people to what matters most.” • Rockstars don’t have customers. They have fans. Likewise, rockstar companies don’t just have customers, they have evangelists who are willing to share their experiences. ABOUT: James Dodkins is an author and customer experience rockstar. Before he transitioned into his current occupation, he played guitar in a heavy-metal band. Today, James helps companies like Nike, Disney, and Mercedes improve their employee and customer experiences. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

THE CONVENIENCE REVOLUTION The ROCKSTAR CX Show

James Dodkins is a customer experience rockstar, international keynote speaker and accidental #1 best selling author. You can learn more about James here: www.jamesdodkins.com This episode is brought to you by Authors Unite. Authors Unite provides you with all the resources you need to become a successful author. You can learn more about Authors Unite and join the free community at http://authorsunite.com/. Thank you for listening to The Business Blast Podcast! Tyler --- Support this podcast: https://anchor.fm/authorsunite/support

SMASHING SILOS

NOW WITH CARE

THE YEAR OF HUMANITY

WINNING GOLD WITH CUSTOMERS

PEOPLE FIRST CULTURE

JOURNEY MAPS FOR REAL CX CHANGE

CREATING MAGIC AT DISNEY

ISN'T IT TIME WE MOBILISED OUR ADVOCATES?

UNDERSTANDING THE CUSTOMER AS A PERSON

STATE OF THE CX INDUSTRY

SHEP HYKEN ON CUSTOMER EXPERIENCE LEADERSHIP

ZAPPOS CUSTOMER SUCCESS SECRETS.

James Dodkins helps companies create outstanding and unforgettable customer experiences. As a speaker, author, trainer and consultant he travels the globe learning the secrets of the world’s best performing companies, and he uses that information to help organizations replicate that success. James specializes in customer experience and customer centricity and is Principal Consultant at BP […] The post CL152: From Rock Guitarist To Customer Experience Speaker – Interview with James Dodkins appeared first on James Taylor.

It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? James Dodkins shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus. Featured Interview: Shep speaks with James Dodkins about his idea of what it looks like for companies to put employees first and customers second. James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost. Giveaway: Download James’ book Foundations for Customer Centricity at no charge! (URL - http://www.jamesdodkins.com/books.html) Top Takeaways: Seven components to creating a culture of outstanding customer experience: 1. Vision: Have a core understanding of who your customer is, what their needs are, and what a successful outcome would be. 2. Align: Align the vision around the delivery of those specific things. 3. Capability: Make sure the people within the company are skilled enough to make the vision come to life. 4. Workplace: Have the right environment for the right employees, to ensure the best work is being done. 5. Incentive: Make sure workers are getting paid for doing the right and important things, not just doing mundane tasks. 6. Resources: People within the company must have the budget to be able to make the right things happen for the customer. 7. Empowerment: Without this key component, the rest don’t work. Workers must feel confident that their decisions will be supported by leadership within the company. About: James Dodkins helps companies create outstanding and unforgettable customer experiences. He travels the globe learning the secrets of the world’s best performing companies, and he uses that information to help organizations replicate that success. He specializes in customer experience and customer centricity. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices