Experience the Difference
The ECXO (European Customer Experience Organisation) seeks to bring together leaders and organisations, operating in Europe and beyond. The ambition is for these progress types to share knowledge, best practice, insights, stories and lessons with a view to raising the collective experience standards and develop the European approach for Customer Experience.In this podcast series we meet the founder, the ambassadors and the members of the ECXO. We hear their stories through CX and their views on the importance in recognising and celebrating the cultural difference of CX across Europe.
Share the Experience!
Episode 4 : The democratisation of customer intelligence
In the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback.
Having worked on his first NPS programme two decades ago, Federico has harnessed technology to assist clients across the globe get closer to customer intelligence. But collection and action are very different elements of keeping the voice of the customer central in a organisation. Federico discusses the difference and how to move from collection to action.
In conversation with ECXO’s podcast host global CX specialist, Christopher Brooks, Federico shares his wealth of experience on how it’s possible to empower all to make decisions on behalf of the customer. As well as the value of connecting to a CX community motivated to raise sector standards.
Episode 3 : The Human Impact of Digitisation
Episode 2 : 'Shifting' to becoming a customer led company
Episode 1 : Context in CX
To paraphrase Thomas, the customers context is ‘king’. Whether the time of day, the previous experience, the importance of the purchase or a number of other factors, they all influence the type of experience which will fulfil the customer, which change from one day to the next, because of context. If you thought you knew how to get CX right, Thomas will make you think again.