34. How an engaged frontline employee drives your customer experience with Keddrick Stuart, COO at AskNicely
Frontline Magic Podcast
by AskNicely
1y ago
In this Frontline Magic podcast episode, our host Susanne Axelsson talks to Keddrick Stuart, COO at AskNicely. Keddrick has over 20 years of experience leading hyper-growth venture-back companies and is passionate about empowering the frontline. So tag along as we uncover the secret of what it truly takes to make every customer experience awesome ..read more
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32. How to build a financial empowerment for everyone by serving the community, with Dominik Mjartan, Precedent and CEO at Optus Bank
Frontline Magic Podcast
by AskNicely
1y ago
Welcome to season four of the Frontline magic podcast. In this episode, we are talking to Dominik Mjartan, Precedent and CEO of Optus Bank, Optus bank is A bank on a mission to transform opportunities into wealth. In this episode, we uncover the secrets of what it truly means to empower your frontline and serve your community so that they can have access to the American Dream, regardless of their circumstances. Dominik covers topics like... What are some of the unique challenges that minority-owned banks face? How has the role of minority-owned banks changed over the past 100 years? What are s ..read more
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CX insights and how to celebrate your team with Travis Gelbrich Managing Director of Guest Experience and Loyalty at Alaska Airlines
Frontline Magic Podcast
by AskNicely
1y ago
How do you become a top CX leader in 2023 like Alaska Airlines? It starts with leadership and building a culture for top customer experience. Learn more strategy tips from Susanne Axelsson’s interview with Travis Gelbrich Managing Director of Guest Experience and Loyalty at Alaska Airlines. Travis has spent his entire career leading customer service teams or focused on improving the customer experience. He is currently the Managing Director of Guest Experience & Loyalty at Alaska Airlines. This includes leading the company's efforts to improve the customer experience as well as Alaska's aw ..read more
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30. Create a Voice of the Customer Program that Highlights your Service Standard with Stacy Armijo Amplify Credit Union
Frontline Magic Podcast
by AskNicely
1y ago
Stacy Armijo is the Chief Experience Officer at Amplify Credit Union. She believes that reputations are built on experiences, not intentions. That's why she's passionate about tying together the promises we make as marketers, employers, and leaders with the experiences brands deliver to customers, employees and communities. Follow Stacy on LinkedIn: https://www.linkedin.com/in/stacyarmijo ..read more
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29. The Future of CX with Tom DeWitt, Ph.D. CXM@MSU at Michigan State University
Frontline Magic Podcast
by AskNicely
1y ago
Tom DeWitt, Ph.D. is the Director of CXM@MSU at Michigan State University and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. In that role, he is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field For more than a decade Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality indust ..read more
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28. Build a Company Culture Obsessed with EX with Samantha Gadd, Founder & CEO HUMANKIND
Frontline Magic Podcast
by AskNicely
1y ago
Meet Samantha Gadd a founder, business leader, and employee experience (EX) expert, based in New Zealand. For 10 years Samantha has been leading the way in EX thinking through growing the largest HR & EX consulting business in NZ, Humankind, and more recently launching EX Design School - a global community of EX Designers. Having worked with hundreds of organisations, advising leaders on how to design compelling and meaningful EX to achieve better business outcomes, Samantha is an expert in how to use co-design as a way forward in today's world of work. It has never been harder to be a peo ..read more
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27. Customer Experience Strategies with Doug Koob Founder and CEO of Circle Alliances
Frontline Magic Podcast
by AskNicely
1y ago
Some key lessons Doug and Susanne dive into: The importance of frontline workers having a seat at the table. Showing appreciation and recognition to your frontline workers Approaching business like you're collecting friendships and then it doesn't feel like a job ..read more
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26. Deliver an employee experience that achieves great customer experience with Jill Raff, EX2CX™ expert
Frontline Magic Podcast
by AskNicely
1y ago
Some of Jill's awesome advice for CX leaders: The core of a great employee and customer experience is to transform what otherwise would be a cold transaction into an interaction in order to create those relationships. Try starting every single morning (before you do anything else) and answer these three questions. Today, I will focus on ___. I am grateful for ___. Today I will let go of ___. If you're not creating a connection culture, you're not gonna attract talent, you're not gonna be the employer of choice. Create leaders at every single level of your organization AND you do this by emp ..read more
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25. The Power of Emotional Intelligence with Sandra Thompson, Customer and Employee Experience Educator
Frontline Magic Podcast
by AskNicely
1y ago
The BIG idea: Emotional intelligence is a must-have skill for successful managers. Sandra talked both about what it is and why businesses who focus on it experience increased revenues and greater staff engagement, ultimately becoming industry leaders. Let’s dive in: You know the story well. A florist working late; a panicked call by a customer desperate for a bouquet to mark the occasion he’d accidentally forgotten about. In this particular instance, Sandra relates how the florist reassured the man that he wasn’t the only one who had rung up in a panic that day. She then presented a few clever ..read more
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24. Ritz Carlton on delivering five star customer experience with Horst Schulze, Co-founder
Frontline Magic Podcast
by AskNicely
2y ago
If you heard Horst Schulze, Co-founder at The Ritz Carlton, talking about the hotel’s Ladies and Gentleman you might assume that he was referring to the guests, but you’d be wrong. As the companies most important asset in their service commitment to guests, this is how Ritz-Carlton refers to their staff - and each of the Ladies and Gentleman who work at The Ritz-Carlton have been invited to join in the vision to exceed their guests’ expectations, and embody the legendary service that makes The Ritz-Carlton a leading luxury brand. Horst is adamant that The Ritz Carlton would have failed without ..read more
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