CX Files

Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience. Ian is a well known global speaker and adviser on CX - he was recently ranked the #2 most important CX influencer in the UK by CX magazine and he can often be found jetting around the world to deliver keynotes and run workshops. He is speaking in this episode from the sidelines of the WOW CX Summit in São Paulo, Brazil where he was the keynote speaker on March 4th 2020. https://customer-institute.org/ https://www.wowsummit.com.br/ https://www.linkedin.com/in/iangolding/

Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies develop customer-focused cultures. Jeff is based in San Diego, CA. In this episode Jeff talks about metrics, building great relationships and the one big mistake behind every failed CX strategy. https://www.toistersolutions.com/ https://www.linkedin.com/in/jefftoister/ https://www.linkedin.com/learning/instructors/jeff-toister

Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that allowed customers to see furniture in their home before they bought anything through the magic of Augmented Reality (AR). His new company, London Dynamics, is on a mission to help retailers use AR more effectively to improve CX. https://www.linkedin.com/in/michael-valdsgaard/

Neil Rae is the Chief Customer Officer of VXI Global Solutions. The company HQ is Los Angeles, although Neil is based in Toronto. With 43 global locations from the west coast of the US to the Philippines, and over 35,000 employees they are a major player in designing CX solutions. In this edition of the podcast Neil talks about RPA and how VXI is moving from a walk to a run with automation. https://vxi.com/ https://www.linkedin.com/in/neil-rae-a736138/

Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he has published several books on CX, including Punk CX in 2019. In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy. https://www.linkedin.com/in/adrianswinscoe/ http://www.adrianswinscoe.com/

CX Files is about to become a book and the launch event will be in Las Vegas this coming June! See you there... CX Outsourcers https://knowledge-executive.com/product/cxo/ Mark Hillary https://www.linkedin.com/in/markhillary/

The CX Company has been designing chatbots and conversational AI systems for 15 years. Their software engages over 4 million customers every day. Simon Foot is the UK and Ireland Director of The CX Company and he talked to me about the opportunities for chatbots and why there are so many disappointing chatbot implementations. https://www.linkedin.com/in/simonfoot/ https://www.cxcompany.com/

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. He has taken some time off to go running and fishing, but now he is back in the CX market as an adviser. In the podcast he explains what his clients are looking for - both from the perspective of CX suppliers and their clients. https://4t4consult.co.uk/ https://www.linkedin.com/in/matthew-sims-7892542/

Martin Hill-Wilson is one of the best-known CX advisors from the UK. He has been training, advising, and mentoring CX leaders for decades now and his company Brainfood Consulting is presently focused on emotive CX for customer interactions. In this episode of CX Files Martin focuses on emotive CX and how we can avoid losing the human touch when planning customer interactions that use some automation. https://www.linkedin.com/in/customermanagement/ https://www.brainfoodextra.com/

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/