Cx Conversations

From uncovering the key aspects of a Bitcoin business to the nuances of cryptocurrency as a product, this discussion with Ajeet Khurana has it all. In this conversation, we discuss: The core facets of a Cryptocurrency / Bitcoin business. How to manage customer experience for a Cryptocurrency / Bitcoin business? What is the expected level of CX from Cryptocurrency products, given that it’s early days for such products? And much more. I can say that I've learnt a great deal about Cryptocurrency and Bitcoin while interviewing Ajeet. It's been one of my favourite discussions. PS - lookout for the part where we talk about Black Mirror

Building a FinTech product is challenging. Getting your customers to love that product is a completely different game! In this episode of CX Conversations, I talk with Kailash Nadh, CTO @Zerodha, about the art of making things simple in FinTech and how that affects customer experience. We dive into: - how to approach product development from the user's perspective? - how to use customer feedback for product improvement? - how to build the right team that embodies this sentiment? Don't miss this! Register here to get updates in your inbox: om1.cc/cxcon Looking for an NPS solution? Check out omoto.io

Getting customer experience right at the customer service touchpoint is as important as it is difficult. Think about it, customer who reach out to customer service are already in distress. I am talking with Deepak Kashyap, Co-founder of Dialdesk, a company dedicated to helping companies improve their customer service experience. Deepak believes that "CX is the new RX" and talks about some foundational steps for improving CX at CS! Need help with your customer experience strategy? Reach out to me on vj@omo.to Looking for an NPS solution? Checkout omoto.io

Harish, SVP, Head of Customer Experience and Segments at Prudential Assurance Company, Singapore, joins me to talk about the state of customer experience in life insurance. Harish shares how he found his way from marketing to customer experience management and also shares some great insights on the similarities and differences between life insurance and other products that we use on a daily basis. This is one of the most insightful episodes. I personally learnt a great deal about life insurance and why life insurance companies need to focus on improving customer experience to build a sustainable business. Listen closely for the part where Harish and I discuss how to build a business case for customer experience. Visit us at www.customerguru.in Looking for an NPS tool? Checkout omoto.io

In this episode, I talk to world's only Rockstar Customer Experience Coach - James Dodkins. Along with great humour and storytelling, James shares his six step framework for delivering a rockstar CX. This is probably the most fun episode on CX Conversations! Thanks to James for a rockstar episode. Visit www.customerguru.com Looking for NPS automation? Checkout omoto.io

In this episode I am talking to Abhinav Sinha, Co-founder of Eko India Financial Services. We talk about how to use tech to improve CX in FinTech! My personal favourite is the part where Abhinav breaks down what exactly FinTech businesses are doing - they are taking a slice of the bigger financial services pie and making it easier for consumers to use that specific service. From there, he goes on to talk about the different use cases for tech enabled improvement in customer experience in FinTech. Watch out for the part where we talk about where FinTech is still missing the point in the CX game! Looking for CX help? Checkout www.customerguru.in Need an omni-channel NPS solution? Try out omoto.io

In this episode of CX Conversations, I talk about the customer experience challenges and opportunities for FinTech in India. In conversation with me is the CEO and Co-founder of ZestMoney, Lizzie Chapman. Coming from a successful career in financial services, Lizzie has had a ringside view of the impact of technology on financial services. With ZestMoney she is bringing together the best of the people and technologies to deliver world-class customer experience to ZestMoney's customers. Listen to this podcast and learn how you can ace your game in customer experience by focusing on people and product. Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

Listen to this exciting episode of CX Conversations with Toni Newman. Toni is an award winning business leader and founder of The Innovation Advantage, working with clients around the world to develop innovation as a competitive advantage. She is the most sought after innovation catalyst and speaker and we are super excited to have her as a guest on CX Conversations. In this episode Toni and Vivek talk about how companies can develop the right strategy for delivering insanely innovative customer experience. She shares an extremely practical 5S framework for innovation. Look out for it! Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

This episode of CX Conversations features the most energetic customer experience speaker and consultant - Nienke Bloem! Nienke believes that great customer experiences must be designed in a predictable and consistent manner. Learn how to design great customer experience in this conversation with Nienke Bloem, Founder of CX By Nienke Bloem! Look out for the part where Nienke shares her word of advice for organisations that plan to design an impeccable CX - it's a gem! Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

Are you thinking of taking the CCXP exam? This episode of CX Conversations might just save you a ton of research time! Learn about “How to prepare for CCXP exam and what to expect once you are certified?” from Michael Bartlett, the author of CCXP Exam Preparation - one of the best CCXP preparation material out there. Michael is a CCXP himself and is dedicated to helping others crack this certification. He is the Director of Experience Innovation at JMARK Business Solutions, Inc. and also the Co-lead of Professional Development Committee at CXPA. We talk about the CCXP exam strategies, questions, and what to do once you are certified. It’s a great conversation that you can’t miss, if you are an aspiring CCXP candidate!

Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz! She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand. Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more. Learn more about Customer Guru at www.customerguru.in Looking for a customer feedback management solution? Check out omoto.io

Today digital experience is an integral part of the overall customer experience. In this episode of the CX Conversations, I am discussing how businesses can deliver great digital customer experience with one of the leading CX and Digital Marketing voices - Sue Duris. We talk about a simple framework that can be used to design your digital customer experience strategy. Look out for Sue's take on why startups need to focus more on customer advocacy. Hope you enjoy this CX Conversation too! Share your feedback and comments too. Learn more about Customer Guru at www.customerguru.in Looking for a customer feedback management solution? Check out omoto.io

This is a unique episode at CX Conversations because we are talking about a specific segment of customer experience this time. The topic of this episode revolves around balancing healthcare and patient experience - how to deliver good medical care with great patient experience? In conversation is Nicole Cable, Chief Experience Officer at InnovaCare Health. We dive into what it takes to get everybody aligned to a patient experience strategy and what it takes to onboard the clinical staff and doctors on to patient experience initiatives. Learn more about Customer Guru at www.customerguru.in Looking for a customer feedback management solution? Check out omoto.io

AI is changing everything. We most often aren't even aware of how AI is making our lives easier and our experiences more seamless. It is perhaps the biggest breakthrough in the CX world that we are witnessing today. This is one of the most interesting episodes of CX Conversations. We are in conversation with Himanshu Nautiyal, CEO & Co-founder at Euler Systems Inc. - an AI consulting firm from Silicon Valley. Himanshu shares the current state of AI and where it is headed. He also talks about how AI is being used to improve CX and what is the best ROI project for AI implementation when it comes to CX improvement. Lookout for his recommended books, if you are interested in learning more about AI! Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations! I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around the world and what it really takes to build a customer centric culture. Lookout for the part where Ian breaks down how to build a CX strategy for your organisation. This episode is packed with great advice from one of the most successful and influential CX Consultant around the world. Visit www.customerguru.in to learn more about Customer Guru | Looking for an NPS solution to help you keep track of your CX metrics check out omoto.io

Technological advancements like AR, VR, and AI are changing the way customers interact with brands. In this episode of CX Conversations I am talking about "How future tech is shaping customer experience today?" In conversation is Vijetha Shastry, Lead at the Open Innovation and IoT Centre of Excellence at NASSCOM - India's biggest software and software services focussed association. We talk about airlines, retail, and hospitality and how technologies like Augmented Reality and Virtual Reality are creating a new level of customer experience! Look out for Vijetha's take on how brands must plan and prioritize investment in these technologies. Visit www.customerguru.in | Looking for a feedback solution? Check out omoto.io

Most people think that customer service and customer experience are one and the same thing. Do you think that's right? In this episode of CX Conversations, we will be uncovering the relationship and differences between customer service and customer experience. Our guest - Gavin Scott - is among the leading customer service coaches around the world. You will love Gavin's stories when he highlights the key differences between customer service and experience. We also talk about a framework that will help you setup a winning customer service function in your organisation. This episode is dedicated to customer service professionals who are striving to deliver a delightful customer experience! Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

This episode of CX Conversations revolves around managing customer experience in the B2B enterprise world. We are in conversation with Maurice FitzGerald, erstwhile VP of Customer Exprerience at HP and HP Enterprise Software and author of four amazing books on customer experience.  We talk about the differences between managing CX in B2B and B2C organisations, the framework that companies can use to improve CX in B2B, and the connection between Net Promoter Score and customer experience. This CX Conversations episode is dedicated to all B2B CX professionals! Listen in and share your feedback. Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

In this episode of CX Conversations, we have my friend and an accomplished CX strategist - William David McCann.  He is founder of Bespoke Customer Experiences and also Principal Consultant at Katalytics Growth Consultants – both companies help businesses design better customer and employee experiences.  In this podcast, we talk about the relationship between employee experience and customer experience. Listen in to learn about who should own employee experience, what systems must an organisation build to deliver good employee experience, and many more insights on improving employee experience. Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io

For the first time we have a Chief Customer Office as our guest!  Hubert Joseph-Antoine, Group CCO at Transdev - largest private public-transport company in the world - joins Vivek in this CX Conversation to talk about CX management in a large enterprise. Listen in for simple tips that are not so easy to implement, yet have a massive impact on customer satisfaction. You'll also notice how Hubert thinks that customer experience management is like social service for him because it creates a positive and happy feeling. Visit us at www.customerguru.in Looking for a customer feedback automation tool? Check out omoto.io