Mission: Experience

In this episode I have the honour to speak with Mary Drumond. She is the Chief Marketing Officer at Worthix, host of the Voices of CX Podcast and a very insightful expert in customer experience analytics. We talk about the blindspots of companies while trying to be customer centric and what to do for effectively measuring customer's expectations and valuation of a company's offering.

As guest of this episode I am delighted to welcome Joseph Michelli on my M:X Mission Experience Podcast. He is an American psychologist, speaker, and author of several business books, including The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight. In our conversation we talked about the reasons behind the low degree of customer satisfaction in many companies and the key elements that characterize the best of class companies.

Recognized as well-known expert in the field of process management, published author and popular speaker Mark McGregor elaborated the factors of customer excellence from a service process perspective. In my episode 005 of the M:X Mission Experience Podcast I had the chance to discuss with Mark his recommendations on how to bring tools, process and people together to succeed through excellence.

For my forth episode of the M:X Mission Experience Podcast I am honored to talk to Dan Gingiss, a Chicago Keynote Speaker and an expert in Customer Experience and Customer Service. We talked about his WISE framework and good real life examples where companies have aligned with Dan's aspirations of good CX as well as who is in charge to fulfill this mission.

My guest of the third episode of the M:X Misssion Experience Podcast is Jim Sinur, independent thought leader in BPM & Digital Transformation, author and former Vice President & Distinguished Analyst at Gartner. We talked about his idea of the triple crown concept to excel the digital transformation and to outperform customer satisfaction & experience. We furthermore discussed the importance of goal driven approach for the change process as well as process & data mining to gain a better understanding of the customer.

In the second episode of the M:X Misssion Experience Podcast I talked with Steve Towers, a global expert in Customer Experience Management and author of the book "Outside In The Secret of the 21st c. Leading Companies."  We discussed the challenges of organizations getting progressive and understanding customer needs as well as Steve's CX secrets to solve the equation.

For my first episode of the M:X Misssion Experience Podcast I had the chance to welcome James Dodkins, CX Rockstar & Evangelist, on my show. We talked about the fundamentals of customer experience, first impressions and memorable moments and how we can make CX more tangible for senior management.

Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Brilliant minds and the best brands will be sharing their wisdom and best practices so we all can learn from them and inspire businesses to offer extraordinary experiences that generates loyalty and growth.