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The CX Chat
A weekly podcast on all things Customer Experience (CX). During the podcast series, we'll be taking a look at the hottest topics and biggest issues faced by Customer Experience professionals right now. We'll also be inviting some of the people who make this industry tick into the ‘pod booth’ to join the debate.
Episodes
22 episodes
CX eBook
In this CX eBook, we explore what customer experience means and why now it’s more important than ever. We answer the key questions which can help to create a winning customer experience strategy. The topics covered:- Introductio...
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41:13
S2. EP10 - A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins Matt and Simon in the pod boo...
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Season 2
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Episode 10
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32:53
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S2. EP9 - Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele, Customer Service Director of BGL Group joins
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Season 2
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Episode 9
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37:08
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S2. EP8 - How to make every leader in your company a CCO and how to drive growth with service excellence
In S2. EP8, Martin Schilling, joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Cu...
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Season 2
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Episode 8
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32:06
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S2. EP7 - Is it possible to create a real ‘customer first’ culture?
In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first ...
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Season 2
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Episode 7
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38:10
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S2. EP6 - What impact does the ‘Halo Effect’ have on Customer Experience?
In S2. EP6, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon in the pod booth to discuss what the Halo ...
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Season 2
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Episode 6
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37:46
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S2. EP5 - CX Ambition – Turning your CX strategy from ambition to reality
In S2. EP5, Gerry Brown, The Customer Lifeguard joins Matt and Simon in the pod booth to discuss how CX professionals can turn thei...
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Season 2
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Episode 5
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39:54
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S2. EP4 - Walking in the shoes of your employees
In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to discuss her experiences as a CX leader walking in the shoes of t...
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Season 2
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Episode 4
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35:20
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S2. EP3 - The Driving Force in Globalisation
In S2. EP4, James Edge, CEO at Landmark Global joins Matt and Simon in the pod booth to discuss his view on the impact COVID-19 has...
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Season 2
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Episode 3
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35:03
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S2. EP2 - Proactive Experience Recovery
In S2. EP2, James Dodkins, Customer Experience Rockstar joins Matt and Simon in the pod booth to explain what Proactive Experience ...
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Season 2
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Episode 2
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36:21
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S2. EP1 - Has everyone become a ‘tech savvy consumer’? How companies can contend with a new level of digital understanding
The rise of the tech savvy consumer! In S2. EP1, Kate Russell, Author, Tech Reporter, Speaker & Educator joins Matt and Simon i...
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Season 2
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Episode 1
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40:47
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Season 1 Wrap Up with Matt and Simon
As we come to the end of Season 1 of The CX Chat, Craig Pumfrey interviews Matt and
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18:24
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S1. E10 - How are CX leaders planning for the recession?
In S1. EP10, Martin Hill Wilson joins Matt and Simon in the 'pod booth' to discuss and get a clear picture of what CX leaders in th...
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Season 1
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Episode 10
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41:55
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S1. EP9 - Humanising Feedback – why the art of good storytelling could be the key to turning insight into action
In S1. EP9, Alex Barker joins Matt and Simon in the 'pod booth' to discuss different approaches organisations need to take to...
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Season 1
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Episode 9
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30:11
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S1. EP8 - How a Service Design mindset can be used to build a customer contact centre that breaks all the rules
In S1. EP8, Mark Adams joins Matt and Simon in the 'pod booth' to talk about how service design contributes to the experience you w...
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Season 1
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Episode 8
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37:42
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S1. EP7 - Is your Learning and Development team your secret weapon when trying to level-up your Customer Experience?
In S1. EP7, Rob Flowers joins Matt and Simon in the 'pod booth' to discuss how important the role of Learning and Development (L&am...
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Season 1
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Episode 7
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31:13
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S1. EP6 - 70% of Transformations fail - How to buck the trend
In S1. EP6, Jonathan George joins Matt and Simon in the 'pod booth' to discuss top tips on CX transformation, pitfalls to avoid and...
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Season 1
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Episode 6
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22:49
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S1. EP5 - Meals for the NHS – a million pound charitable idea
In S1. EP5, Dr Andrew Muir Wood joins Matt and Simon in the 'pod booth' to discuss his project -
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Season 1
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Episode 5
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33:14
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S1. EP4 - Agile Service in an unprecedented environment
Companies are having to radically shift their operating models and approach to maintain the service to customers during difficult times, but what is the best way to do this? Many companies have really rallied around, not just in terms of moving...
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Season 1
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Episode 4
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33:19
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S1. EP3 - Why Aristotle is the game changer for your business (psychological safety and how it could help you beat the competition)
What’s Aristotle got to do with business and what do we mean by psychological safety?In S1. EP3, Sandra Thompson, CX Educator joins Matt and
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Season 1
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Episode 3
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30:28
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S1. EP2 - How much does Culture and Employee Engagement impact the Customer Experience?
A lot of people talk about culture within an organisation, but how do you define culture? And how do you make sure the values are espoused and lived out and not just words on a piece of paper. Plus when it comes to measuring employee engagement...
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Season 1
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Episode 2
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37:38
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S1. EP1 - Emotional Connection vs Convenience – what do today’s consumers really want?
We recognise that those companies that are creating emotion as part of their CX delivery are seeing material wins both in profit and competitive difference. So just what does emotional connection look like? In S1. EP1, Amy Scott, Servic...
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Season 1
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Episode 1
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47:40
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