Does culture eat strategy when it comes to customer service transformation? 🤔
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? 🧠
And if so, how?
Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, listen to the full episode now.
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
Episode #202, Entrepreneur Lara Felix-Omonubi talks about becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women.
Clare Muscutt talks with Claire Durrant about UX, CX, Service Design & freelance digital nomad-ing.
Clare Muscutt chats to Katie Stabler about women supporting women and influencing the CX agenda.
Clare Muscutt talks with Hannah Foley talking about balancing CX careers and motherhood!
Clare Muscutt talking with Gavin James about CX & using our intuition to help make better decisions.
Clare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.
Clare Muscutt talks with Ingrid Lindberg talking about her journey to becoming the World's first CXO
Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.
Clare Muscutt talks with Janelle Mansfield about the pros and cons of being an alpha-female in CX.
Clare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.
Clare Muscutt talks with Shameem Smillie about race, gender, & becoming who we really are.
Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.
Clare Muscutt and Ines Martinez debating their thoughts on boys, babies, and the future of CX.
Clare Muscutt talks with Claire-Boscq-Scott about CX and overcoming adversity to succeed.
Clare Muscutt talks with Rebecca Brown about work-life balance and building a happiness centered career
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