Andreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data insights to elevate the customer experience holistically.

https://www.businessmic.com/andreea-coca

Claire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles with modern needs.

https://www.businessmic.com/claire-boscq

Federico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ).

In this episode, Federico shares his expertise and insights into the profound impact of Customer Experience Management on fostering sustainable business growth. From leveraging AI to understanding the intricacies of CX, this conversation explores the key strategies and approaches that drive businesses toward excellence in customer satisfaction and long-term success.

https://www.businessmic.com/federico-cesconi

Qaalfa Dibeehi serves as the Managing Partner at Human2outcome (H2O), a firm specializing in behavioral transformation through corporate education, training, and executive coaching. His leadership extends from his previous role as the Dean of the Customer Experience Leadership Institute, overseeing cultural change at Majid Al Futtaim, a global conglomerate spanning retail, hotels, property, luxury, and entertainment sectors. With a substantial background in guiding customer experience consulting initiatives across North America, Asia, Europe, the Middle East, and Africa, Qaalfa is deeply committed to fostering leadership transformation.

In this episode, Qaalfa intricately explores the methods to sustain a positive customer experience amidst a continually evolving market landscape. Our discussion draws upon extensive experience, offering profound insights that address pivotal queries influencing the trajectory of customer-centric approaches.

https://www.businessmic.com/qaalfa-dibeehi

Shorouk Ali is a dedicated researcher and seasoned CX professional boasting over a decade of expertise across diverse industries such as Banking, F&B, Real Estate, Consulting, and Healthcare.

In this episode, she delves into the crucial role of customer insights and their impact on enhancing the customer experience. Gain valuable insights on leveraging this knowledge to elevate organizational strategies for superior customer satisfaction.

https://www.businessmic.com/shorouk-ali

Micheu Njiru is the Director of Customer Excellence at KCB Bank Group. With a wealth of experience, Micheu is a dedicated advocate for fostering unparalleled customer experiences within business landscapes. He shares invaluable insights, drawing from his expertise in strategically implementing technology and cultivating a culture of excellence.

During our conversation, Micheu unpacks the fundamental principles crucial to fostering a customer-centric culture, offering actionable tips that resonate across industries. Tune in to discover key strategies essential for nurturing a culture centered around exceptional customer experiences.

https://www.businessmic.com/micheu-njiru

Ilenia Vidili, is a dedicated customer-centricity advisor, renowned keynote speaker, and the author behind "Journey to Centricity." Drawing from a rich tapestry of experience spanning over a decade across business-to-consumer and business-to-business companies, Ilenia identified a significant disconnect between organizations and their stakeholders. Recognizing the wide gap, she embarked on a mission to bridge it.

Today, Ilenia guides businesses towards closing these chasms by introducing innovative thinking, dismantling inefficient processes, shifting from product-centric mindsets to prioritizing people, and honing in on enhancing customer focus. Join us for an engaging conversation as Ilenia shares actionable tips and strategies on how organizations can pivot toward becoming more customer-centric.

https://www.businessmic.com/ilenia-vidili

In this episode, we delve into the realm of customer-centricity with Waleed AlHamdan, a seasoned CX professional whose career spans pivotal roles in both local and international organizations. From Vice President and Director to Board member and Strategy consultant, Waleed's expertise shines through various senior management positions and co-founding businesses. His experience as a principal business development expert adds depth to his insights.

As an active member of the CXPA Saudi Chapter, Waleed collaborates with industry experts, ensuring he remains at the forefront of the latest trends and best practices in the field of CX. During our chat, Waleed shared invaluable tips and strategies for building organizations that revolve around the ever-evolving needs of the customer.

https://www.businessmic.com/waleed-alhamdan

Andrew Tsuro is a thrice distinguished Toastmaster (DTM) and TEDx coach, who brings a wealth of experience and expertise to the table. In this episode, Andrew unpacks the art of structuring a speech or presentation that not only engages the audience but also compels them to take action.

Andrew’s insights reveal the power of effective communication in leadership roles. He discusses the strategies and techniques that leaders can employ to convey their messages with clarity, persuasiveness, and impact.

https://www.businessmic.com/andrew-tsuro

Dr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed Business Transformation program.

In this episode, we discuss the important role that every individual within an organisation plays when delivering exceptional service to customers.

https://www.businessmic.com/dr-lucy-kiruthu/

Pauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services.

In this episode we discuss the various ways in which businesses can foster a customer-centric culture through employee engagement, aiming to create an environment where team members prioritize customer satisfaction and deliver exceptional service.

https://www.businessmic.com/pauline-kariuki/

Jill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience (EX) to the customer experience (CX) – EX2CX®.

In this episode, we discuss the relationship between Employee Experience and Customer Experience, and why putting employees first is crucial for the success of any business.

https://www.businessmic.com/jill-raff/

Nicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV.

In this episode we discuss the state of Customer Experience now and in the future, the challenge of relying too much on CX matrices, and the best way to present Customer Experience ROI to a board.

https://www.businessmic.com/nicolas-callegari/

Evas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships.

Businesses frequently make the mistake of centralizing all customer service obligations in a single department. 

In reality, the entire organisation contributes to the customer experience. In this episode, we discuss the importance of sensitizing all staff about Customer Experience and how it impacts the business bottom line.

https://www.businessmic.com/evas-bazirakakye-kizza/

Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO)

In this episode, we talked about why customers don't fill out surveys anymore, the dangers of over-relying on NPS, and complementary metrics to measure customer experiences.

https://www.businessmic.com/michael-brandt/

Chantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand promises and delivers in reality.

In this episode, we discuss the fundamentals of a Journey Map and how best to apply it when trying to deliver a great Customer Experience.

https://www.businessmic.com/chantel-botha/

Rosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics.

When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, they can provide long-term benefits to an organization. According to studies, 85% of businesses found that increased EX and higher employee engagement led to better CX, higher customer satisfaction, and higher revenues. 

In this episode, we discuss the benefits of improving Employee Experience as a way to enhance the overall Customer Experience.

https://www.businessmic.com/rosebella-abok-anne-nyachomba-mwangi/

Adwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and Re-engineering.

In this episode, Adwoa Asare provides insight on how businesses can leverage Customer Experience to increase their profits by implementing frameworks that maximize value for both employees and customers.

https://www.businessmic.com/adwoa-asare-asamoah/

Sonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda.

With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed customer expectations.

In this episode, she unpacks what it takes to build a winning customer-centric culture.

https://www.businessmic.com/sonia-karamagi-kasagga/

Georges Essama is the Head of Marketing, Communication and Customer Experience at CAMTEL in Cameroon, winner of CXPA's 2022 Emerging Leader Awards, and 2023 chair of CXPA Africa.

During our conversation, Georges shared the state of customer experience on the African continent, and how public sector organisations in Africa can improve their customer experience.

https://www.businessmic.com/georges-essama/

Lynn is the Chief Customer Officer of ClearAction Continuum. She has experience leading company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality.

Lynn has served on the CXPA Board of Directors, and is featured in numerous lists, including Top 25 Customer Success Influencers and Top 30 Customer Service Professionals.

In this episode, we discuss the impact of business silos on Customer Experience; a topic Lynn has written about on her blog here: https://clearaction.com/10-business-silos-impact-customer-experience/

https://www.businessmic.com/lynn-hunsaker/

Rebekah is the Customer Experience Manager of the National Social Security Fund, a quasi-government agency responsible for the collection, safekeeping, responsible investment, and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme.

In this episode, we discuss the importance of putting customers at the centre of any business strategy.

Rebekah is also a poet whose work can be found here:  https://medium.com/@kabugo.becky

https://www.businessmic.com/rebekah-kabugo-mugisha/

Victor is a Customer Experience Professional passionate about leveraging information systems as a tool for achieving strategic and operational excellence. He has over 10 years working experience in business-focused IT environments covering transportation and logistics, mining and financial services.

Victor has served as the Head of Customer Experience for Capricon Investment Holdings, Bank Windhoek, and Multichoice Namibia. In this episode, Victor shares his views on how to transform Customer Experience using Business Process Management.

https://www.businessmic.com/victor-songa-musiwa/

Craig is the Director of CX Services at Partnerhero. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like: CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering.

In this episode, Craig and I discuss the impact of Artificial Intelligence on Customer Experience.

https://www.businessmic.com/craig-stoss/