CX Club Podcast with Ian Williams By cover art

CX Club Podcast with Ian Williams

By: CX of M Radio
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  • Summary

  • The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation
    © 2024 CX of M Radio
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Episodes
  • Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise

    Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise
    Jan 13 2021

    Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
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    12 mins
  • Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point

    Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point
    Jan 5 2021

    Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?
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    9 mins
  • Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business

    Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business
    Dec 30 2020

    Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
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    6 mins
Management Economics
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