CX Appeal

What does good CX look like? In this podcast series we look at the innovative ways organisations are using technology to transform their customer experience, faster and more efficiently than ever before.

We talked to Ross McQueen, Customer Services Manager at Blackburn. They discussed the impacts and adaptations that have been made during and since the pandemic, how and why they have deployed self-service options and chatbots and answered the question: When is a contact centre agent not a contact centre agent?

Louise Wright catches up with fellow marketer Kerry Joicey who has been out on the road in the last few weeks. Kerry shares her views on how customer services have evolved. And how we’ve been supporting Nationwide’s journey to transform their CX.

In support of National Coding Week, Louise Wright chats to Richard about the digital skills shortage, its impact on UK businesses and how things need to change to plug the gaps. And because we love a good sports analogy, there are some football references in there too…

In this episode of CX Appeal, we’re at TechXLR8 for London Tech Week. Recorded live from the event, Louise Wright and Kerry Joicey offer a round-up of the headline speakers. They share their views on why connectivity and integration are critical for avoiding future silos and improving CX. Plus the need for speed when innovating in your business.

What is design thinking and how does it relate to customer experience? Louise Wright chats with Justine Siebke to find out. Justine offers a beginner’s guide on how to apply key principles of service design. Plus how to own your customer journey and the importance of removing the barriers to improving user experience, customer experience, digital experience and more.