Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
Series 7 is here!
Raising our ‘real talk’ conversations between women working in CX and technology, this series, we’re putting our awesome allies in the hot seat too!
Talking about the stark reality of CX today, our obsession with scores and metrics, human-centred design, the outcomes of bad tech, privilege, intersectionality, and much, much more, we’re about to shake things up!
WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day? With Danita Belcher
Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.
‘Does culture eat strategy when it comes to customer service transformation?’ with Leonie Williams
Joined by Leonie Williams, Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences.
Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you get the EX and the CX right, the business results follow.”
But for businesses that don’t have this customer service culture already embedded throughout, is it really possible to drive this mindset shift?
‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa Davenport
Does the othering of women and minorities contribute to imposter syndrome?
Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, Senior Client Success Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves.
‘Are you ready for the rise of the machine customers?’, with Sirte Pihlaja
Are you ready for the rise of the machine customer? With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated.
Joined by Sirte Pihlaja, CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure we’re equipped for their arrival.
‘Could CX frameworks be killing innovation?,’ with Maria McCann
With fewer barriers today, why aren’t we making the inroads that we should be? That’s the question raised by Maria McCann, Co-Founder of Neos Wave, in episode #705.
Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame.