The speed at which AI is changing the customer experience space is mind blowing…

Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven capabilities, things like: conversational feedback in surveys - where Gen AI adapts questions based on how the person responses to get more robust insights. As well as Managers Assist on the employee experience side an AI feature that acts as a manager coach to help managers better understand staff and make better decisions.

I had the privilege of interviewing 6 amazing guests including:

Bruce Temkin – also known as the godfather of customer experience, because he pioneered the whole industry. Bruce shared many pearls of wisdom about driving customer centric change and how to approach KPIs. Brad Anderson – President at Qualtrics who not only shared some amazing perspective on the new Gen AI features but also some great advice on driving customer centric change from all the CX leaders around the world he advises. Steven Issa - Steven Issa Former Chief Digital Officer at Australian Digital Health Agency. Ashley Taylor from Flight Centre. Melanie Disse at Ecosystem and Steve Bennetts, Head of EX at Qualtrics

This episode is a compilation from the 6 conversations. Jam packed with a broad range of insights about AI, CX and EX and how organisations are closing the insights to impact gap. I hope you enjoy.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

The speed at which AI is changing the customer experience space is mind blowing…
Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven capabilities, things like: conversational feedback in surveys - where Gen AI adapts questions based on how the person responses to get more robust insights. As well as Managers Assist on the employee experience side an AI feature that acts as a manager coach to help managers better understand staff and make better decisions. I had the privilege of interviewing 6 amazing guests including:
Bruce Temkin – also known as the godfather of customer experience, because he pioneered the whole industry. Bruce shared many pearls of wisdom about driving customer centric change and how to approach KPIs. Brad Anderson – President at Qualtrics who not only shared some amazing perspective on the new Gen AI features but also some great advice on driving customer centric change from all the CX leaders around the world he advises. Steven Issa - Steven Issa Former Chief Digital Officer at Australian Digital Health Agency. Ashley Taylor from Flight Centre. Melanie Disse at Ecosystem and Steve Bennetts, Head of EX at Qualtrics
This episode is a compilation from the 6 conversations. Jam packed with a broad range of insights about AI, CX and EX and how organisations are closing the insights to impact gap. I hope you enjoy.
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

6 amazing CX leaders share their thoughts on the new AI that’s blowing away CX Leaders

AI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad Anderson

Building customer centric culture is smart, but it’s hard to do.

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.

In this episode we discuss:
Why having a customer centric culture is so important
What’s holding organisations back from being customer centric?
What organisations have the most customer centric cultures and what advantage does it give them?
How to embed a customer centric culture

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Building customer centric culture is smart, but it’s hard to do.
It’s smart because it’s more efficient for the business and better for customers. Win + Win.
The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.
My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.
 In this episode we discuss:
<ul>
<li>Why having a customer centric culture is so important</li>
<li>What’s holding organisations back from being customer centric?</li>
<li>What organisations have the most customer centric cultures and what advantage does it give them?</li>
<li>How to embed a customer centric culture</li>
</ul>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

Chris provides some crucial insights into building and maintaining a customer centric culture.

How to drive a customer centric culture – Dr Chris L Brown

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money.

The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of family members to scam people for money.  Smart well educated people are now getting targeted and caught out.

In this episode of the Customer Smarts podcast I explore the dark world of scamming with Tracy Hall. Her story is like something out of a horror film. Tracy is an ex client of mine when she was Head of Marketing at Ebay. She’s super smart and someone who I never would have thought would become a victim to fraud that would rob her of her life’s savings. Her story has been featured in the channel 7 documentary “King Con, The Life and crimes of Hammish Mclaren”. The podcast series “Who the hell is Hammish?” and she’s also written a book “The Last Victim” detailing her harrowing experience.

She’s now dedicating her time to helping prevent other Australians from getting scammed, which is truly inspiring.

So, in this episode we’re going to dive into
Tracy’s unfortunate fraud story
The 2.7 Billion dollar scamming industry you need to know about
How scammers are using AI in scary new ways
How to protect yourself

Tracy’s book The Last Victim it’s a fascinating read, if you’re looking to become more aware about scamming then it’s a great book. She also does thought provoking keynotes and workshops tackling issues surrounding financial resilience, empowerment, security and wellbeing. Info on her book and her speaking engagement can be found here if you’re interested https://tracyhall.com.au/

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money.
The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of family members to scam people for money.  Smart well educated people are now getting targeted and caught out.
In this episode of the Customer Smarts podcast I explore the dark world of scamming with Tracy Hall. Her story is like something out of a horror film. Tracy is an ex client of mine when she was Head of Marketing at Ebay. She’s super smart and someone who I never would have thought would become a victim to fraud that would rob her of her life’s savings. Her story has been featured in the channel 7 documentary “King Con, The Life and crimes of Hammish Mclaren”. The podcast series “Who the hell is Hammish?” and she’s also written a book “The Last Victim” detailing her harrowing experience.
She’s now dedicating her time to helping prevent other Australians from getting scammed, which is truly inspiring.
So, in this episode we’re going to dive into
<ol>
<li>Tracy’s unfortunate fraud story</li>
<li>The 2.7 Billion dollar scamming industry you need to know about</li>
<li>How scammers are using AI in scary new ways</li>
<li>How to protect yourself</li>
</ol>
Tracy’s book The Last Victim it’s a fascinating read, if you’re looking to become more aware about scamming then it’s a great book. She also does thought provoking keynotes and workshops tackling issues surrounding financial resilience, empowerment, security and wellbeing. Info on her book and her speaking engagement can be found here if you’re interested https://tracyhall.com.au/
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

We dive into the dark world of scamming, the news AI scams and how to protect yourself.

Scammers are using AI in scary new ways – Tracy Hall – Author & Scam Expert

Innovating inside corporates is harder than it should be…

New ideas often get bogged down in politics and red tape.

So, when it comes to innovating and getting new ideas to market, there is a lot corporates can learn from start-ups.

My guest in the next episode of the Customer Smarts Podcast Vijay Solanki has an amazing perspective into corporate and start-up world. He spent time as launch CMO of Shazam and last-minute.com. But also worked with large corporates like Unilever, Philips and Blackberry helping to drive their innovation programs. So, he has a tonne of amazing stories to share.

In this episode we discuss:
What makes innovation inside corporates challenging
What’s different about start-up culture?
What corporates need to learn from start-ups
Some really inspiring start-up stories

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Innovating inside corporates is harder than it should be…
New ideas often get bogged down in politics and red tape.
So, when it comes to innovating and getting new ideas to market, there is a lot corporates can learn from start-ups.
My guest in the next episode of the Customer Smarts Podcast Vijay Solanki has an amazing perspective into corporate and start-up world. He spent time as launch CMO of Shazam and last-minute.com. But also worked with large corporates like Unilever, Philips and Blackberry helping to drive their innovation programs. So, he has a tonne of amazing stories to share.
In this episode we discuss:
<ul>
<li>What makes innovation inside corporates challenging</li>
<li>What’s different about start-up culture?</li>
<li>What corporates need to learn from start-ups</li>
<li>Some really inspiring start-up stories</li>
</ul>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

Having worked in both start-up and corporate world Vijay provides some amazing perspective on what corporates need to learn from start-ups.

AI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad Anderson

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