Masters of CX
Chattermill
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Learn about Chattermill: https://chattermill.com/
Our mission with this podcast is to examine how CX-driven insights drive greater and more sustainable growth today.
We believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you with this challenge.
When it comes to CX, that means bringing insights from the best and brightest CX professionals around the globe and bringing some of the knowledge they so diligently and admirably have built over the years.
Available episodes
Newest first
Oldest first
3 days ago
CX Interview Series with Erica Mancuso - Masters of CX by Chattermill (Season 1, Ep. 8)
Check out our new Masters of CX episode with nThrive’s, Erica Mancuso, who brings her expertise to talk about how to leverage your company’s CX investments, mental models to master when it comes to CX and how CX is practised within the health care industry. 👏
In this episode, you’ll learn more about:
💥 How to employ the scientific method to exercise your customer-centricity
💥 How to balance your long-term and short-term goals when it comes to your CX investments
💥 How data can leverage your organisation’s CX strategy
💥 How to solve different people-oriented or structural issues when it comes to building & scaling a CX culture
💥 How to solve the chicken-egg problem of employee experience vs. customer experience
💥 What are the essential mental models to excel as a professional in the CX space
💥 Customer-oriented changes caused by Covid-19 that are here to stay
💥 The specific CX patterns that you can learn from the health care industry
So grab your hot drink of choice and give it a listen! 🍵 ☕️
5 days ago
CX Interview Series with Leslie O’Flahavan - Masters of CX by Chattermill (Season 1, Ep. 7)
On this episode, we welcome E-Write’s founder and CEO, author, online writing expert, and a sought-after speaker, Leslie O'Flahavan!
This episode is all about the craft of writing and the psychological insights that turn writing into a CX superpower.
We discuss the following:
💥 How excellent customer experience is like an excellent romantic relationship
💥 What makes online writing different and how to become a better writer
💥 What defines “plain language” and frameworks to write clearly, candidly and elegantly to communicate with customers better
💥 How to unite people in your organisation, from the people that develop your brand’s voice - marketers and leadership - to the CX soldiers that communicate that brand on a daily basis.
💥 How front-line customer experience operators can better use and distribute your brand’s voice as a sales tactic
💥 How you can empathetically and authentically build, document and promote your brand’s voice
💥 What are the key ‘empathy’ killers within an organisation and what management can do to avoid them
We hope you enjoy this conversation :)
Jan 25, 2021
CX Interview Series with Jeff Toister - CX Spotlight Show by Chattermill (Season 1, Ep. 6)
On this episode, we welcome CX pro and esteemed author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, Jeff Toiser, to discuss the following:
* How the definition and application of CX strategies are highly idiosyncratic
* How empowering clients to solve CX problems is the biggest challenge but the best and most rewarding result
* The power and limitations of incentives - dissecting some of the obstacles organisation put in front of their employees which stop them from being their best
* How to make customers happy, you must first begin by making your employees happy
* And much more around service culture, empowering employees and moulding a sustainable customer-centric culture!
We hope you enjoy this conversation :)
Oct 27, 2020
CX Interview Series with Jenny Dempsey - Masters of CX by Chattermill (Season 1, Ep. 5)
On this episode, CX pro Jenny Dempsey join us to talk about generosity in the CX industry, how to put customer's first and how today is the time to step on the gas with your CX strategy.
We hope you enjoy this conversation :)
Oct 13, 2020
CX Interview Series with Mary Drumond - Masters of CX by Chattermill (Season 1, Ep. 4)
On this episode, we welcome Mary Drumond of Worthix, who brings her experience as a top CX consultant as well as entrepreneur to debate aggressive (ROI-drive) vs. defensive (efficiency-driven) CX strategies. You won't want to miss this incredible discussion!
We hope you enjoy the conversation :)
Sep 29, 2020
CX Interview Series with Nate Brown - Masters of CX by Chattermill (Season 1, Ep. 3)
On this edition, we're lucky to have CX Accelerator's co-founder, Nate Brown, join us for a discussion about how to search for creative CX ideas and align ourselves with the right community to find the best answers for customers.
We hope you enjoy this conversation!
Sep 15, 2020
CX Interview Series with Shep Hyken - Masters of CX by Chattermill (Season 1, Ep. 2)
This edition welcomes a guest admired by the whole CX community, many of which consider him a mentor - Shep Hyken.
In tough times, what matters most is our perspective. To what extent can we shift our mindset and make the best of the situation? This is one of the many interesting debates we've had throughout this enriching conversation.
We hope you enjoy this interview and take just as many actionable lessons from Shep as we did.
Sep 1, 2020
CX Interview Series with Dan Gingiss - Masters of CX by Chattermill (Season 1, Ep. 1)
This edition welcomes a very special guest, Dan Gingiss. Definitely one of your favourite CX professionals at Chattermill, who informs many of our views around customer experience.