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With customer experience (CX) a number 1 priority for most B2B companies heading into 2021, we wanted to learn more from the CX experts in this latest B2B Insights Podcast series: The CX Masters.
Join our Head of Growth and Co-Founder, Nick Hague, as he takes a deep dive each week into the world of CX, to find out how you can create a superior customer experience, and in turn increase customer loyalty and drive greater profitability.
This week Nick is joined by James Dodkins, Owner of “Rockstar CX”; a company providing CX training alongside his world-renowned international keynote speeches. He truly is a CX Rockstar, launching his own CX clothing range, best selling author of 4 books and heading up This Week In CX on Amazon Prime. He was also named the UK’s number one CX influencer by Customer Experience Magazine. For a podcast like no other listen today!
Key Takeaways From This Podcast:
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How James became a CX expert; his story from a guitarist in a band to the “Rockstar of CX”
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How important it is for specialist teams within large corporates to work together to achieve customer satisfaction
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How important employee engagement is in order to achieve customer centricity
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Why CX is currently stagnating even with a wealth of CX experts across our networks
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Which is James’ favourite “CX Hack” from his 27 easy CX improvement hacks
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The power of bad customer experiences; how can these in turn increase NPS scores
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The importance of NPS as a metric
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CX trends over the next few years
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What advice James would give to companies aspiring to achieve a world class CX…
…Plus lots more! Listen to the podcast in full below.
