Welcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena.
Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.
Tune in as Judy and Nienke...
Welcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena.
Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.
Tune in as Judy and Nienke share real-world examples, discuss the importance of visible leadership, and provide actionable steps for embedding customer experience practices throughout your company. You can learn and enhance your CX leadership skills with this engaging webinar.
About this episode
These are the key takeaways:
- Knowledge of the Signals to Action approach
With the Medallia Signals to Action approach we will explain the overall methodology and dive deeper into the nuances of engagement and its pivotal role in this process.
- Defining Success in Engagement
Explore what success looks like when it comes to engaging employees and customers alike. Learn how to measure and evaluate the effectiveness of your engagement strategies.
- Learn the difference between Visible Leadership, Pervasive Adoption, and Embedded Practices and get six practical strategies to apply the knowledge. These three pillars are essential for fostering a culture of engagement within organisations. We'll break down each element and discuss their significance in driving meaningful change and give two strategies per element on how to make it work. Expect brilliant examples of visible leadership, pervasive adoption, and embedded practices.
This episode will provide valuable insights and actionable strategies for implementing these concepts in your own organization. Don't miss this opportunity to learn from renowned experts in the field of engagement and take your organization's performance to new heights.
About Judy Bloch (visit her LinkedIn profile here)
Judy Bloch is a passionate CX Activist and Principal Customer Experience Advisor at Medallia. She has a passion for customers and driving positive brand experiences across all channels & touchpoints. She also has a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues. She’s skilled at designing programs & structured problem-solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging her 15+ years of business process improvement experience and leadership, she champions a culture of customer advocacy.
Timestamped overview
00:00 Expressing gratitude, excitement and inviting interaction.
05:18 Hosting 2024 International CX Awards in London.
09:06 Listening, understanding, and driving change for CX programs.
13:29 Action drives change, responds to customer feedback.
14:47 Focus on engaging audience with valuable insights.
18:14 Focusing on successful customer experience through leadership.
21:37 All employees understand how their role impacts customers.
25:12 Denver offers optimism, leadership, and practical guidance.
28:01 Emphasizing senior leaders' role in CX strategy.
34:37 Transforming narrative to unify and engage organization.
36:39 Building digital listening ecosystem, visible leadership behaviors.
38:50 "Components for pervasive customer experience adoption explained."
42:01 Teams worldwide submitted cases; 3 were selected.
45:57 Equipment issue resolved with quick setting adjustment.
49:44 New CEO prioritizes customer feedback, prepares team.
53:01 Leaders handle customer complaints directly, tracking their success.
55:07 Importance of learning, feedback, and upcoming webinars.
Would you like to watch the webinar? You can request it here.
