Christophe Martel, CEO and founder of FOUNT, dives into the concept of 'work friction' and its impact on both productivity and customer experience. He discusses how excessive documentation and meetings can be barriers to engagement. The conversation reveals the significance of simplifying processes and empowering employees in regulated industries like healthcare and banking. Martel emphasizes the connection between employee and customer experience, illustrating that reducing friction can lead to happier employees and customers alike.

Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from Flywire discussed the importance of employee experience as it relates to providing the best possible customer experience. Host Sara Walker asks how Flywire balances the advantages of automation versus live interactions during support calls and how the data from those interactions helps improve the CX/EX balance. Listen to the original episode at: https://cxleaderpodcast.com/the-empathetic-frontline/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/  

Natalie Onions, Vice President of Customer Experience at Customer.io, transitioned from performing arts to CX, bringing a unique perspective to the field. She shares insights on career development for both new and seasoned professionals, emphasizing empathy, curiosity, and collaboration. Natalie discusses essential traits for success and the adaptability needed in a changing landscape. She also highlights the value of diverse teams and customer feedback in driving satisfaction and business growth.

It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as possible, all while knowing there are no second chances at delivering a positive experience. Host Sara Walker welcomes Walker expert Hannah Warren for a discussion on managing experiences within the death care industry. For a transcript of this episode, visit the show notes page at https://cxleaderpodcast.com/the-death-care-experience/ To listen to more episodes, visit https://cxleaderpodcast.com/ To learn more about Walker, go to https://walkerinfo.com/

Jaya Sudarshan, a seasoned customer experience manager at HP, shares her insights into revitalizing customer support in the gaming sector. She highlights the necessity of redesigning the entire customer journey, emphasizing the innovative 'support van' initiative for on-site repairs that eases customer anxiety. Jaya discusses the importance of collaboration and market research in enhancing experiences and the vital role of change management skills for CX professionals. Tune in for a compelling take on transforming customer interactions!

What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing your numbers with another company's scores. This episode is the inaugural show of a new series we’re calling “CX Conundrums,” where we’ll address common CX challenges and possible ways CX leaders can address them. Host Troy Powell dives into this conundrum with two seasoned CX professionals that have a great deal of experience in benchmarking: Sean Clayton who has 20+ years working with a wide range of companies and James Bampos whose background includes CX at various tech firms as well as leadership on a recent benchmarking initiative with the XM Institute. Find a transcript on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-benchmarking/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality?  Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention. Find a transcript on the show notes page: https://cxleaderpodcast.com/dont-forget-your-invoice/  Learn more about troy at https://www.troy-bleiben.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success. Find a transcript on the show notes page: https://cxleaderpodcast.com/the-empathetic-frontline/ Learn more about Flywire at https://www.flywire.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Producer's Note:  March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker hosted to highlight the wisdom of women CX leaders that were guests on the show. If you’d like to know more about International Women’s Day, you can go to internationalwomensday.com. Some information in this episode might be out of date, but it’s a great way to celebrate the phenomenal women CX leaders that have been on the show, and those that continue to drive customer experience excellence in organizations across the globe. Women's Equality Day is celebrated in the United States on August 26, commemorating the 1920 adoption of the Nineteenth Amendment to the United States Constitution, which prohibits the states and the federal government from denying the right to vote to citizens of the United States on the basis of sex. In honor of that event, and in honor of her great-grandmother Tommie Walker, who founded Walker in 1939, Sara Walker guests hosts to highlight words of wisdom from women who have been guests on The CX Leader Podcast. Learn more about International Women's Day at https://internationalwomensday.com Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Discover how customer feedback can drive meaningful change within organizations as CX leaders and operations teams collaborate to enhance customer experience, prioritize actionable insights, and empower professionals through client feedback. Dive into strategies for effective stakeholder management and teamwork in remote work environments, and learn the transformative power of heeding feedback for process improvements. Engage with the podcast for more insights and resources from experience management experts.