Vanguard CX: Redefining the investor experience

Building a customer-centric culture is key to sustainable growth in today's tech landscape. Join me on Tech People, as I welcome Rodney Galeano, EVP of Operations at Experior Global and a leader with extensive experience in this field. Rodney shares his insights on overcoming challenges and implementing a winning customer-centric strategy. Listen and gain access to valuable knowledge on elevating your customer experience!

What if your customers could become your biggest fans? This week I’m joined by Graham Clark, an expert with over 40 years of experience. We’ll share the steps to take your customer experience from "good enough" to outstanding and future-proof. Learn how to leverage technology, cultivate a customer-obsessed culture and keep your customers coming back for more!

Ready to level up your investment experience?   This episode of Tech People dives into the world of investor CX with Nathan Zahm, Head of CX Alpha at Vanguard. I chatted with Nathan about Vanguard's commitment to empowering individuals on their financial journeys.  Tune into learn about the driving force behind Vanguard's CX focus, how to overcome challenges and seize opportunities in investor experience and to get a glimpse into the future of investor experience at Vanguard! Optimise your investment journey and gain valuable insights from a CX leader at the forefront of the financial industry!

Ever wonder why some brands leave you feeling happy and eager to return, while others leave you frustrated and wanting to jump ship? The answer lies in emotions! In this episode we welcome ⁠Doug Roerden⁠, Head of Experience Design at ⁠FM Global⁠, to explore the powerful link between emotional wellbeing and customer experience. We discuss how businesses can tap into the power of positive emotions and the role of employee wellbeing. Can prioritising emotional wellbeing be a sustainable competitive advantage?

Feeling burned out? You're not alone. In this episode of Tech People, we speak about the critical topic of mental health in the workplace with Dr Grant H Brenner, a psychiatrist, psychotherapist, and mental health expert. Dr. Brenner unpacks the causes of burnout, explores solutions for individuals, and offers guidance for companies looking to create a more supportive work environment. This episode is a must-listen for anyone in tech feeling the strain or for managers looking to boost employee wellbeing.

Struggling to build a diverse and inclusive team in the tech industry? Ken Coyne, host of Tech People, speaks about the ongoing challenge with Kesi Johnson, a passionate advocate for gender equality. Johnson, founder of Parity, a powerful network for women and non-binary leaders, investigates both progress made and persistent challenges in tech. Tune in for actionable strategies and inspiring stories that will help you create a more equitable workplace.

This episode of Tech People dives into the world of AI-powered conversational assistants in the contact centre industry. Ken Coyne chats with Thomas Rocharz, Director of Contact Centers at Cape Air.  Join the conversation to learn how Cape Air leverages cutting-edge AI to streamline customer interactions, resolve inquiries efficiently, and ultimately, enhance the overall passenger experience. From faster response times to personalised recommendations, discover how AI is revolutionising customer service at Cape Air.

Struggling with low customer loyalty and a stagnant NPS? This episode of Tech People is your key to unlocking explosive growth! Join us as we chat with CX expert Zanna Van Der Aa. She'll reveal the FASTEST ways to skyrocket your NPS, expose common pitfalls businesses make (and how to avoid them!), and share practical strategies to turn passive customers into fans. Learn how to leverage data, empower your employees, and use NPS to drive continuous improvement. Ready to transform your customer experience and see your NPS soar? Press play and get ready to take notes!

What's the future of the Business Process Outsourcing industry? This episode of Tech People will shift your perspective on BPO! Let's welcome Henry Svendblad, the CTO of Company Nurse powered by Lintelo. Learn about his journey from traditional to subscription-based outsourcing. Explore the challenges, inspirations, and digital solutions driving this revolutionary change.

Let's take a different approach! What's the connection between football and CX? This week's guest will tell us all about it!  Meet Greg Uglioni, also known as the CX goalkeeper! Discover the strategies behind fostering fanatical customer loyalty and cultivating a winning team culture. Get ready for a game-changing episode that merges the world of sports with business insights!