Business Mic podcast

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206: Jennifer Q. Williams - Delivering Satisfaction: The Customer-First Journey of Saint Louis Closet Co. 25:30

for 5 dager siden25:30

Spill senere

Lister

Lik

Likt

25:30

Jennifer Q. Williams, founder and owner of Saint Louis Closet Co., joined The Business Mic podcast to share her entrepreneurial journey and the philosophy behind her thriving custom closet business. Starting the company in her twenties after leaving graduate school, Jennifer transformed a natural passion for organization into a business that helps people simplify and elevate their everyday lives. Based in St. Louis, Missouri, her company designs, manufactures, and installs fully customized storage solutions for homes and businesses. In the interview, Jennifer spoke about the power of organized living and how it contributes to reduced stress, greater productivity, and improved wellbeing. She reflected on navigating major business challenges, including the aftermath of 9/11, the 2008 housing crisis, and the uncertainty of the COVID-19 pandemic, which, surprisingly, led to a boom in demand as people reimagined their home spaces. Jennifer also emphasized the importance of building strong systems, not just for clients but within the business itself, and how having the right team has been critical to long-term growth. From working with high-profile clients like Grammy-winning artist Nelly to helping firehouses make better use of their limited space, Jennifer highlighted the versatility and impact of her work. She discussed how children and families benefit from structured, decluttered environments and stressed the value of starting small, like organizing a linen closet, as a gateway to broader transformation. Customer service remains at the heart of her business, and she shared a recent story of a customer who was amazed by their prompt, no-cost repair of a broken shelf, more than a decade after installation. For Jennifer, entrepreneurship is about persistence, adaptability, and never giving up, even when the path gets tough. Her parting advice to fellow business owners: “Bad weeks will come, but the best week of your life might be right around the corner. Keep going.”…

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205: Eli Portnoy - Why Listening to Customers Is a Superpower for Business Growth 25:53

for 11 dager siden25:53

25:53

In this episode, Eli Portnoy, founder and CEO of Back Engine, joins us to share his entrepreneurial journey and deep passion for customer experience. Eli discusses how Back Engine is revolutionizing the way B2B companies listen to their customers through high-velocity, AI-powered feedback loops. He explains the painful gap he experienced in staying connected with customers as his previous ventures scaled, and how that personal struggle inspired him to build Back Engine. Eli also shares insights from a benchmark study on customer feedback ownership, highlights the common traps companies fall into, and emphasizes the critical role of caring deeply about customers to drive meaningful business success. Packed with actionable advice for founders, customer experience professionals, and B2B leaders, this episode is a masterclass in building customer-obsessed organizations at scale.…

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204: Dan Abel Jr - Crafting a Timeless Chocolate Brand Through Customer Moments 21:49

for 13 dager siden21:49

21:49

In this episode, Dan Abel Jr., Chief Chocolate Officer at Bissinger’s Handcrafted Chocolatier, shares insights into running a family-owned chocolate company with a rich 350-year heritage. He discusses the seasonal peak during Easter, how the team collaboratively creates new products, and how Bissinger’s blends tradition with innovation. The company has embraced both e-commerce and a renewed focus on retail, including partnerships with major chains like Barnes & Noble and World Market. Dan emphasizes the importance of customer experience, hands-on service, and maintaining quality that meets century-old standards. He shares how customer feedback guides product decisions and how their business model allows quick product testing and adaptation. The success of Bissinger’s as a family business is attributed to clear roles, strong collaboration, and a shared passion for the brand. Dan concludes by inviting listeners to experience their chocolates and highlights their commitment to preserving authenticity while evolving with the times.…

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203: Palesa Nhlapo - Leading with Empathy: Redefining Customer Growth 21:55

for 29 dager siden21:55

21:55

In this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely with products but with compassion and timing that matter. Rather than treating customers as data points, Palesa believes in meeting them where they are and designing solutions that speak to both their needs and emotions. She discusses the importance of empowering frontline staff to be brand ambassadors, capable of delivering experiences that resonate beyond the transactional. Her leadership is rooted in empathy, personal growth, and an unwavering commitment to authenticity—principles that guide how customer journeys are shaped and how teams are inspired. This episode is a compelling listen for anyone looking to elevate their customer strategy by reconnecting with the human behind the customer.…

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202: Marcelo Calbucci - Leveraging the PR FAQ Framework for Customer Experience Excellence 14:40

for 29 dager siden14:40

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In this episode, tech and product leader Marcelo Calbucci introduces the PR FAQ framework, a strategic innovation tool developed by Amazon to refine ideas and align teams before execution. The framework—short for "Press Release and Frequently Asked Questions"—encourages organizations to work backward from a vision of success by drafting a press release that outlines the future impact of a product or service, followed by a detailed FAQ section that addresses potential questions. Marcelo emphasizes its value in helping teams deeply understand customer needs, set clear goals, and ensure that ideas are worth pursuing. Marcelo highlights the framework's relevance across industries, with a special focus on its use in customer experience. He shares practical examples, including Amazon’s product development process and his own use of the PR FAQ to write a book, demonstrating its versatility. Our discussion also emphasizes the importance of cross-functional collaboration, bringing together departments like engineering, marketing, legal, and customer experience to drive innovation. Marcelo’s book on the PR FAQ serves as a comprehensive guide for professionals looking to implement this approach, offering actionable insights to foster strategic clarity and innovation.…

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201: Stefan Osthaus - Advancing Customer Experience: Certifications, Standards, and Best Practices 28:27

for 12 weeks siden28:27

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Stefan Osthaus is the President of the Customer Institute, a global volunteer organization dedicated to advancing excellence in customer and employee experience management. In this episode, he explains how the Institute certifies tools, methodologies, and organizations to ensure industry best practices. He highlights their new Certified Customer Centricity Expert (CCCX) program, which offers a lifetime certification model designed to be more accessible and relevant for CX professionals worldwide. Stefan also discusses how the Customer Institute supports consultants and businesses through standardized assessment methods, training certifications, and a thriving global community. He emphasizes the importance of practical, cost-effective, and scalable CX solutions, as well as the role of collaboration in driving industry growth. Additionally, he shares insights on the evolving landscape of customer experience and how organizations can measure and improve their CX maturity.…

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200: Borja Cuan - Mastering Customer Experience in Digital Marketing 25:50

for 14 weeks siden25:50

25:50

Borja Cuan is the co-founder of Four15 Digital, a growth marketing agency with offices in California and Mexico. In this episode, he discusses how his agency helps businesses scale through platforms like Google Ads, Microsoft Bing, Meta, TikTok, and LinkedIn. Borja highlights the role of AI in digital marketing, explaining that while it enhances content creation and creative design, human oversight remains essential. Rather than replacing marketers, AI serves as a tool to optimize workflows and improve campaign performance. Borja shares how Four15 Digital differentiates itself in the highly competitive digital marketing industry. Instead of relying on traditional sales tactics, the agency conducts in-depth audits for potential clients, providing insights and tailored strategies before any contracts are signed. This consultative approach builds trust and demonstrates expertise upfront. He emphasizes that customer experience is the most critical factor in long-term success, as businesses thrive when they prioritize both measurable results and strong client relationships. Discussing workplace dynamics, Borja explains why Four15 Digital has adopted a hybrid model, with employees working three days in-office and two remotely. He believes in-person collaboration accelerates learning, strengthens communication, and enhances team morale. Wrapping up, Borja underscores that businesses that invest in both their employees and clients will always have a competitive edge.…

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199: Justine Morgan - Building Authentic Customer Experiences and Powerful Brands 25:06

for 20 weeks siden25:06

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In this episode, we dive into the world of customer experience and brand strategy with Justine Morgan, Founder and Director of CX Ignite. Justine shares her journey from starting a data analytics company to becoming a marketing strategist and fractional CMO, helping organizations align their brand, customer experience, and business goals. Discover her unique approach to closing perception gaps, crafting authentic marketing strategies, and empowering employees to embody brand values. Learn about the importance of speaking to your customers, aligning marketing with business objectives, and delivering a consistent, authentic experience across all touchpoints.…

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198: Dr. Emmanuel Manyonganise - The Hyper-Personalization CX Evolution 28:05

for 21 weeks siden28:05

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In this episode, we welcome back Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, who dives deep into the concept of hyper-personalization, explaining how it revolutionizes customer interactions beyond traditional personalization by leveraging real-time data, individual context, and advanced technology. He shares insightful frameworks, practical examples, and the crucial role of AI, machine learning, and data culture in delivering exceptional customer experiences. The conversation also explores the synergy between human touch and AI, and the potential for hyper-personalization to enhance customer satisfaction at scale.…

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197: Vance Morris - Creating Unforgettable Customer Experiences the Disney Way 20:25

for 23 weeks siden20:25

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Vance Morris, a former Walt Disney World leader turned entrepreneur and consultant shares insights on how he leveraged Disney's legendary customer experience strategies to build a thriving carpet cleaning business and now helps businesses create unforgettable customer experiences while commanding premium pricing. From the power of systems and scripts to crafting unique moments that delight customers, Vance reveals practical tips and transformative strategies that any business can implement. For more on Vance and his work, visit www.vancemorris.com…

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196: Dr. Emmanuel Manyonganise - The importance of a well-defined Customer Experience strategy 26:27

for 31 weeks siden26:27

26:27

In this episode, I sat down with Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, to uncover how crafting the right customer experience (CX) strategy can transform your business. Dr. Manyonganise explains how aligning your CX strategy with your overall business goals is the key to driving real results. He also shares practical tips on how personalizing your approach and understanding your customers through segmentation can help you connect with them in a way that truly resonates, boosting loyalty and growth.…

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195: Richard Ssebaggala - How leadership impacts customer experience 33:28

for 46 weeks siden33:28

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Richard Ssebaggala is a renowned Organization and Leadership Development consultant with a deep passion for Customer Experience. Richard shares his expertise on the often overlooked but critical connection between leadership quality and customer satisfaction. We explore how poor leadership practices can detrimentally impact the customer experience, leading to dissatisfied clients and a tarnished reputation. Richard provides valuable insights and practical advice for leaders looking to enhance their customer service strategies and foster a culture of excellence.…

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194: Wale Akinyemi - Creating Unforgettable Customer Experiences 29:59

for 48 weeks siden29:59

29:59

Dr. Wale Akinyemi, an esteemed Organizational Culture Expert and the Chief Transformational Officer of PowerTalks Culture Experts, offers profound insights in this episode. He delves into the significance of fostering a customer-centric organization, emphasizing the necessity of an all-encompassing customer experience ecosystem that extends beyond merely customer-facing staff. Furthermore, Dr. Akinyemi elaborates on the transformative power of crafting exceptional customer experiences by creating memorable interactions at every touchpoint throughout the customer journey. https://www.businessmic.com/wale-adinyemi…

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193: Andreea Coca - Using Data-driven Insights to Navigate the CX Landscape 20:01

for 1 year siden20:01

20:01

Andreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data insights to elevate the customer experience holistically. https://www.businessmic.com/andreea-coca…

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192: Claire Boscq - Enhancing Customer Experience Through Workplace Feng Shui 24:37

for 1 year siden24:37

24:37

Claire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles with modern needs. https://www.businessmic.com/claire-boscq…

Business Mic

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191: Federico Cesconi - Strategies for Effective Customer Experience Management 22:56

for 1 year siden22:56

22:56

Federico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ). In this episode, Federico shares his expertise and insights into the profound impact of Customer Experience Management on fostering sustainable business growth. From leveraging AI to understanding the intricacies of CX, this conversation explores the key strategies and approaches that drive businesses toward excellence in customer satisfaction and long-term success. https://www.businessmic.com/federico-cesconi…

Business Mic

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190: Gregorio Uglioni - Unveiling 2023's Trends and Transformations in CX Insights 22:49

for 1 year siden22:49

22:49

Gregorio Uglioni is the Head of Business Transformation at Kantonsspital Winterthur, a seasoned leader in driving impactful business and digital transformations. With a solid track record in delivering measurable results, Gregorio brings a wealth of expertise in business strategy, digital transformation, customer experience, and leadership to the forefront. As the host of The CX Goalkeeper Podcast, Gregorio dives into the realm of CX (Customer Experience) as we explore the pulse of 2023's Trends and Transformations. Join us as we unravel insights, trends, and transformative shifts reshaping the landscape of customer experience in our dynamic discussion. https://www.businessmic.com/gregorio-uglioni…

Business Mic

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189: Qaalfa Dibeehi - Sustainability and Customer Experience 30:27

for 1 year siden30:27

30:27

Qaalfa Dibeehi serves as the Managing Partner at Human2outcome (H2O), a firm specializing in behavioral transformation through corporate education, training, and executive coaching. His leadership extends from his previous role as the Dean of the Customer Experience Leadership Institute, overseeing cultural change at Majid Al Futtaim, a global conglomerate spanning retail, hotels, property, luxury, and entertainment sectors. With a substantial background in guiding customer experience consulting initiatives across North America, Asia, Europe, the Middle East, and Africa, Qaalfa is deeply committed to fostering leadership transformation. In this episode, Qaalfa intricately explores the methods to sustain a positive customer experience amidst a continually evolving market landscape. Our discussion draws upon extensive experience, offering profound insights that address pivotal queries influencing the trajectory of customer-centric approaches. https://www.businessmic.com/qaalfa-dibeehi…

Business Mic

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188: Shorouk Ali - Enhancing CX through Customer Insights Mastery 28:57

for 1 year siden28:57

28:57

Shorouk Ali is a dedicated researcher and seasoned CX professional boasting over a decade of expertise across diverse industries such as Banking, F&B, Real Estate, Consulting, and Healthcare. In this episode, she delves into the crucial role of customer insights and their impact on enhancing the customer experience. Gain valuable insights on leveraging this knowledge to elevate organizational strategies for superior customer satisfaction. https://www.businessmic.com/shorouk-ali…

Business Mic

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187: Micheu Njiru - Key principles for developing a customer-centric culture 22:21

for 1 year siden22:21

22:21

Micheu Njiru is the Director of Customer Excellence at KCB Bank Group. With a wealth of experience, Micheu is a dedicated advocate for fostering unparalleled customer experiences within business landscapes. He shares invaluable insights, drawing from his expertise in strategically implementing technology and cultivating a culture of excellence. During our conversation, Micheu unpacks the fundamental principles crucial to fostering a customer-centric culture, offering actionable tips that resonate across industries. Tune in to discover key strategies essential for nurturing a culture centered around exceptional customer experiences. https://www.businessmic.com/micheu-njiru…

Business Mic

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186: Ilenia Vidili - Unveiling the Path to Customer-Centric Transformation 26:26

for 1 year siden26:26

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Ilenia Vidili, is a dedicated customer-centricity advisor, renowned keynote speaker, and the author behind "Journey to Centricity." Drawing from a rich tapestry of experience spanning over a decade across business-to-consumer and business-to-business companies, Ilenia identified a significant disconnect between organizations and their stakeholders. Recognizing the wide gap, she embarked on a mission to bridge it. Today, Ilenia guides businesses towards closing these chasms by introducing innovative thinking, dismantling inefficient processes, shifting from product-centric mindsets to prioritizing people, and honing in on enhancing customer focus. Join us for an engaging conversation as Ilenia shares actionable tips and strategies on how organizations can pivot toward becoming more customer-centric. https://www.businessmic.com/ilenia-vidili…

Business Mic

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185: Waleed AlHamdan - Building an Organization Around Customer Needs 26:41

for 1 year siden26:41

26:41

In this episode, we delve into the realm of customer-centricity with Waleed AlHamdan, a seasoned CX professional whose career spans pivotal roles in both local and international organizations. From Vice President and Director to Board member and Strategy consultant, Waleed's expertise shines through various senior management positions and co-founding businesses. His experience as a principal business development expert adds depth to his insights. As an active member of the CXPA Saudi Chapter, Waleed collaborates with industry experts, ensuring he remains at the forefront of the latest trends and best practices in the field of CX. During our chat, Waleed shared invaluable tips and strategies for building organizations that revolve around the ever-evolving needs of the customer. https://www.businessmic.com/waleed-alhamdan…

Business Mic

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184: Andrew Tsuro - How to influence an audience through effective communication 31:51

for 2 years siden31:51

31:51

Andrew Tsuro is a thrice distinguished Toastmaster (DTM) and TEDx coach, who brings a wealth of experience and expertise to the table. In this episode, Andrew unpacks the art of structuring a speech or presentation that not only engages the audience but also compels them to take action. Andrew’s insights reveal the power of effective communication in leadership roles. He discusses the strategies and techniques that leaders can employ to convey their messages with clarity, persuasiveness, and impact. https://www.businessmic.com/andrew-tsuro…

Business Mic

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183: Dr. Lucy Kiruthu - The role of every individual in delivering an exceptional experience 22:15

for 2 years siden22:15

22:15

Dr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed Business Transformation program. In this episode, we discuss the important role that every individual within an organisation plays when delivering exceptional service to customers. https://www.businessmic.com/dr-lucy-kiruthu/…

Business Mic

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182: Pauline Kariuki - Fostering a customer centric culture through employee engagement 29:28

for 2 years siden29:28

29:28

Pauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services. In this episode we discuss the various ways in which businesses can foster a customer-centric culture through employee engagement, aiming to create an environment where team members prioritize customer satisfaction and deliver exceptional service. https://www.businessmic.com/pauline-kariuki/…

Business Mic

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181: Jill Raff - EX2CX the secret formula to Business Success 24:31

for 2 years siden24:31

24:31

Jill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Inﬂuencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience (EX) to the customer experience (CX) – EX2CX®. In this episode, we discuss the relationship between Employee Experience and Customer Experience, and why putting employees first is crucial for the success of any business. https://www.businessmic.com/jill-raff/…

Business Mic

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180: Nicolas Callegari - Measuring Customer Experience the right way 34:39

for 2 years siden34:39

34:39

Nicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV. In this episode we discuss the state of Customer Experience now and in the future, the challenge of relying too much on CX matrices, and the best way to present Customer Experience ROI to a board. https://www.businessmic.com/nicolas-callegari/…

Business Mic

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179: Evas Bazirakakye Kizza - Why Customer Experience is every Employee's job 24:28

for 2 years siden24:28

24:28

Evas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships. Businesses frequently make the mistake of centralizing all customer service obligations in a single department. In reality, the entire organisation contributes to the customer experience. In this episode, we discuss the importance of sensitizing all staff about Customer Experience and how it impacts the business bottom line. https://www.businessmic.com/evas-bazirakakye-kizza/…

Business Mic

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178: Michael Brandt - Why are Customer Surveys dying? 20:08

for 2 years siden20:08

20:08

Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO) In this episode, we talked about why customers don't fill out surveys anymore, the dangers of over-relying on NPS, and complementary metrics to measure customer experiences. https://www.businessmic.com/michael-brandt/…

Business Mic

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177: Chantel Botha - Using Journey Maps to deliver better Customer Experience 25:19

for 2 years siden25:19

25:19

Chantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand promises and delivers in reality. In this episode, we discuss the fundamentals of a Journey Map and how best to apply it when trying to deliver a great Customer Experience. https://www.businessmic.com/chantel-botha/…

Business Mic

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176: Rosebella Abok & Anne Nyachomba Mwangi - The Transformative Value of Employee Experience 35:58

for 2 years siden35:58

35:58

Rosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics. When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, they can provide long-term benefits to an organization. According to studies, 85% of businesses found that increased EX and higher employee engagement led to better CX, higher customer satisfaction, and higher revenues. In this episode, we discuss the benefits of improving Employee Experience as a way to enhance the overall Customer Experience. https://www.businessmic.com/rosebella-abok-anne-nyachomba-mwangi/…

Business Mic

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175: Adwoa Asare - Asamoah - Increasing Profitability through Customer Experience Management Frameworks 26:06

for 2 years siden26:06

26:06

Adwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and Re-engineering. In this episode, Adwoa Asare provides insight on how businesses can leverage Customer Experience to increase their profits by implementing frameworks that maximize value for both employees and customers. https://www.businessmic.com/adwoa-asare-asamoah/…

Business Mic

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174: Sonia Karamagi Kasagga - Elevating Customer Experience through Personalisation and Internal Sensitization 31:55

for 2 years siden31:55

31:55

Sonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda. With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed customer expectations. In this episode, she unpacks what it takes to build a winning customer-centric culture. https://www.businessmic.com/sonia-karamagi-kasagga/…

Business Mic

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173: Georges Essama - Improving Customer Experience in African Public Sectors 26:02

for 2 years siden26:02

26:02

Georges Essama is the Head of Marketing, Communication and Customer Experience at CAMTEL in Cameroon, winner of CXPA's 2022 Emerging Leader Awards, and 2023 chair of CXPA Africa. During our conversation, Georges shared the state of customer experience on the African continent, and how public sector organisations in Africa can improve their customer experience. https://www.businessmic.com/georges-essama/…

Business Mic

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172: Lynn Hunsaker - The impact of business silos on Customer Experience 27:56

for 2 years siden27:56

27:56

Lynn is the Chief Customer Officer of ClearAction Continuum. She has experience leading company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn has served on the CXPA Board of Directors, and is featured in numerous lists, including Top 25 Customer Success Influencers and Top 30 Customer Service Professionals. In this episode, we discuss the impact of business silos on Customer Experience; a topic Lynn has written about on her blog here: https://clearaction.com/10-business-silos-impact-customer-experience/ https://www.businessmic.com/lynn-hunsaker/…

Business Mic

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171: Rebekah Kabugo Mugisha - Putting customers at the centre of business strategy 33:25

for 2 years siden33:25

33:25

Rebekah is the Customer Experience Manager of the National Social Security Fund, a quasi-government agency responsible for the collection, safekeeping, responsible investment, and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme. In this episode, we discuss the importance of putting customers at the centre of any business strategy. Rebekah is also a poet whose work can be found here: https://medium.com/@kabugo.becky https://www.businessmic.com/rebekah-kabugo-mugisha/…

Business Mic

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170: Victor Songa Musiwa - Enhancing Customer Experience through Business Process Management 26:09

for 2 years siden26:09

26:09

Victor is a Customer Experience Professional passionate about leveraging information systems as a tool for achieving strategic and operational excellence. He has over 10 years working experience in business-focused IT environments covering transportation and logistics, mining and financial services. Victor has served as the Head of Customer Experience for Capricon Investment Holdings, Bank Windhoek, and Multichoice Namibia. In this episode, Victor shares his views on how to transform Customer Experience using Business Process Management. https://www.businessmic.com/victor-songa-musiwa/…

Business Mic

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169: Craig Stoss - The impact of Artificial Intelligence on Customer Experience 33:11

for 2 years siden33:11

33:11

Craig is the Director of CX Services at Partnerhero. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like: CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering. In this episode, Craig and I discuss the impact of Artificial Intelligence on Customer Experience. https://www.businessmic.com/craig-stoss/…

Business Mic

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168: Amanda Akushie - Using Customer Experience as a strategic tool to build Brand loyalty 25:17

for 2 years siden25:17

25:17

Amanda is a customer experience (CX) consultant and coach with over 10 years of experience in the customer service industry. Her background and experience include Customer Experience and Digital Marketing Strategy Design, Implementation, Monitoring and Evaluation and development of customized training and coaching programs. In this episode, we discuss the strides African businesses have made in implementing Customer Experience as well as the challenges faced when adopting a customer-centric culture. https://www.businessmic.com/amanda-akushie/…

Business Mic

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167: Rob Dwyer - Enhancing Customer Experience through Contact Centers 31:12

for 2 years siden31:12

31:12

Rob leads client engagement at Customer Direct and Happitu, a software division of Customer Direct. In this episode, we discuss how businesses can enhance their Customer Experience through Contact Centers. Rob also hosts the Next in Queue podcast, a show about people in the Contact Center and CX industries. https://www.businessmic.com/rob-dwyer/…

Business Mic

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166: Jonathan Daniels - The State of Customer Centricity in 2023 32:49

for 2 years siden32:49

32:49

Jonathan is the co-founder of CX-Brussels and the Director of CX-Centric. After over a decade of managing large IT and Organisational Transformations programmes Jonathan realised that we were missing something. He began to deliver using Agile methodologies which was a big step forward. But for various reasons, his team kept coming into work with the aim of impressing colleagues, managers and themselves. They lost our focus on the customer. For this reason he dedicates his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming customer-centric. Jonathan wants to share his learning journey, so you too can leverage Customer Experience for your organisation. In this episode, we discuss the State of Customer Centricity report that Jonathan and his team put together after surveying several organisations about their Customer Experience Management. Connect with Jonathan: www.cx-brussels.be www.cx-centric.com www.daniels-solutions.com…

Business Mic

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165: Nicholas Hirya - Leveraging Customer Insights to gain a competitive advantage 30:56

for 2 years siden30:56

30:56

Nicholas is the Customer Insights Manager at Movit Uganda. He has over a decade of experience in marketing, sales, and customer insights across FMCG, Consumer tech, and Startups. He is also a member of the Uganda Marketers Society where he serves as the Director - Training and Consultancy. In this episode, we discuss the role of customer insights in gaining a competitive advantage for long-term business sustainability. https://www.businessmic.com/nicholas-hirya/…

Business Mic

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164: Oluwatobi Kola-Sodipo - Improving Customer Experience in Africa through a Community of Professionals 26:52

for 2 years siden26:52

26:52

Oluwatobi is a Hospitality professional with experience in diverse industries. She has worked in multi-national companies, with a track record of improving customer satisfaction, resolving problems, and driving overall business productivity. She has a passion for educating and enlightening employers in all fields to exhibit such service. In today's episode, we discuss the state of Customer Experience on the African continent as well as how her initiative CX Community Africa can help business owners and professionals improve the overall state of Customer Experience on the continent. You can connect with Oluwatobi here: https://www.linkedin.com/in/oluwatobi-kola-sodipo - LinkedIn https://instagram.com/tobi_ksho?igshid=YmMyMTA2M2Y= -Personal Instagram https://instagram.com/p31experience?igshid=YmMyMTA2M2Y= Company Instagram https://bit.ly/fullaccessmonthlyplan - CX Community Africa cxcommunityafrica@gmail.com - email…

Business Mic

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163: Ashley Micciche - Transitioning small business owners successfully into retirement 31:17

for 5 years siden31:17

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Ashley is the CEO of True North Retirement Advisors, an independent financial advisory firm managing $230 million in client assets, and located just outside of Portland, Oregon. Ashley specializes in designing, building, and implementing custom-designed exit plans to help her business owner clients secure their final and most important business decision – the exit from their business.…

Business Mic

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162: Valerie Leonard - Strengthening the capacity of Nonprofit organizations 36:41

for 5 years siden36:41

36:41

Valerie is an expert in community and organizational development with a mission to strengthen the capacity of organizations to make a positive impact on the communities they serve. Valerie recently launched Nonprofit Utopia, LLC. which is a community of emerging nonprofit leaders that provides a safe environment in which members can innovate, speak candidly about the issues and concerns they face daily, and share ideas and resources.…

Business Mic

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161: Sujit Lalwani - How to build a great online presence 27:56

for 5 years siden27:56

27:56

Sujit is the Founder of Inspiration Unlimited (Global Inspirational Media). He is the author of Life Simplified! which is a simple coffee-table read solving complex problems of life for youngsters (14-28 years of age). He was awarded the Connecting The World Award at 1LifeFullyLived Conference organized in November 2015 in Sacramento, California. He was a Speaker at One Young World Conference 2012 in Pittsburgh and has been a returning Ambassador for One Young World since 8 years.…

Business Mic

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160: Kim Ades - Using Frame of Mind coaching to achieve success 21:01

for 5 years siden21:01

21:01

Kim is the President and Founder of Frame of Mind Coaching™ which works with executives, entrepreneurs, leaders, business owners and other highly driven people to help them reach new levels of accomplishment and to live outstandingly successful lives. Whether for business success or personal transformation, the foundation of Frame of Mind Coaching™ is that a person’s thinking has a greater impact on their outcomes than any other contributing factor.…

Business Mic

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159: Sarah Kennan - The South African Karoo agave spirit entrepreneur 22:08

for 6 years siden22:08

22:08

Sarah is the founder of Leonista, the first 100% Karoo agave spirit in South Africa made the traditional way. The production process follows an age-old recipe used in Mexico to make agave spirits like Mezcal. It requires smoke and fire, hence Leonista’s delicious smokey flavour, similar to that of a Mezcal. In this episode, Sarah shares her inspiration for starting the business as well as the lessons she's learned along the way.…

Business Mic

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158: Charlie Whyman - How to grow your business using LinkedIn 29:08

for 6 years siden29:08

29:08

In January 2018 Charlie launched a training and education business that helps business owners and consultants win more business and grow the value of their brand using LinkedIn and strategic networking. In this episode Charlie reveals some of the ways in which LinkedIn as a platform can grow your business and generate leads in the least expected ways.…

Business Mic

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157: Zamaswazi Mfusi - Creating African content for young children across the world 24:31

for 6 years siden24:31

24:31

Zamaswazi is the Executive Creative Director of IndiLang. IndiLang serves to bridge the gap and create a platform through which indigenous information across the African continent is shared. They see the value of African elders as a rich source of indigenous knowledge. Indilang collects, presents, stores and publishes this knowledge through their platform. In this episode, Zamaswazi and her mother share their journey and future plans for IndiLang.…

Business Mic

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156: Stephan Roussan - Why you need a brand strategy 22:39

for 6 years siden22:39

22:39

Stephan is the President and Creative Director of ICVM Group; an organisation that provides consulting, creative design, web development and hosting services to a diverse array of prominent national and international firms and organizations. In this episode Stephan talks about the importance of having a brand strategy and the steps you need to take in order to implement it.…

Business Mic

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155: Zoe Dlamini-Sas - Bringing the Kingdom of eSwatini to the Netherlands 18:21

for 6 years siden18:21

18:21

Zoe is the founder of Zoe Zulu Productions. Her company offers authentic African cultural activities and complimentary spin-off themes such as Zulu Dialect coaching, regalia and dress demonstrations, cultural music and dancing workshops, ethnic African arts & crafts presentations, all of which augment our existing range of tutorials and lectures. In this episode, Zoe shares the path she took when starting her business along with the lessons she learned along the way.…

Business Mic

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154: Stacy Jones - Bringing the power of Pop Culture to your brand 19:24

for 6 years siden19:24

19:24

Stacy is the CEO and founder of Hollywood Branded, a Los Angeles influencer marketing, branded content and product placement agency established in 2007, and host of the podcast Marketing Mistakes (& How To Avoid Them). Stacy has over twenty-three years of leadership experience building global entertainment branding campaigns for top Fortune 500 companies and hundreds of brands, including BlackBerry, Bumble, Canadian Club, Lacoste and Pilot Pen.…

Business Mic

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153: Thembi Bheka - Empowering women in Africa 19:24

for 6 years siden19:24

19:24

Thembi Bheka is the founder of "She Breaks Thru", and believes in helping entrepreneurs reignite their passion, gain more clarity and reconnect with their bigger purpose. Thembi is heavily involved in empowering women in Africa, as a result, she trains young women on opportunities of creating income online working as virtual assistants.…

Business Mic

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152: Amy Simpkins - How renewable energy is impacting the world 23:39

for 6 years siden23:39

23:39

Amy is the CEO of the renewable energy startup muGrid Analytics. Her company solves problems at the edge of energy technology and economics using math and modeling, and is dedicated to creating a sustainable energy future for the planet, one project at a time. As a young, female executive in the tech world, she puts her theories about disruptive innovation and bringing your whole self to work into practice every single day. In this episode Amy shares her experience as a renewable energy expert and its impact on the energy industry in general.…

Business Mic

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151: Cindy Leah - How to become a professional photographer 18:13

for 6 years siden18:13

18:13

Cindy has worked as a photographer for 6 years. In that time she has garnered an understanding on the sort of influence photographers have on society. In this episode Cindy shares the common misconceptions about photographers and the industry in general, plus what it takes to make it as a top professional.…

Business Mic

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150: Tommy Breedlove - Empowering Humans to Live Legendary Lives 20:05

for 6 years siden20:05

20:05

Tommy is a Featured Keynote Speaker, Published Author and Business & Mindset Coach. He guides his clients and audiences to discover a life of significance, while building a lasting legacy. The tools he shares show them how to work in their zone of brilliance, obtain financial freedom, and live with meaning and balance.…

Business Mic

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149: Andrena Sawyer - Supporting African non-profits and small businesses 19:02

for 6 years siden19:02

19:02

Andrena is the founder of PERK Consulting, an advisory firm that is equipped to bridge the gap from concepts and ideas to solutions that enable their clients' goals become reality. Their services include nonprofit and small business registration, grant writing, marketing and fundraising support, strategic planning, and capacity building workshops for small businesses and nonprofits. In this episode, Andrena discusses in detail the basic challenges small businesses have and how she helps them.…

Business Mic

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148: Steve Wollett - The rise of Nerd culture in mainstream media 16:21

for 6 years siden16:21

16:21

Steve is the founder of Nerd Rage News, a vertically Integrated company that focuses on creating and distributing first class content and intellectual property across multiple platforms. Nerd Rage News is comprised of an extremely devoted group of nerds with and intense love of the written word and visual media. Their mission is to entertain and inspire all generations of Nerd Culture. In this episode, Steve discusses the rise of nerd culture in the mainstream media.…

Business Mic

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147: Sharika Punwasi - How to build a high-end kids fashion brand in Africa 15:59

for 6 years siden15:59

15:59

Sharika is the founder of My Cotton Tree, a fashion brand that creates comfortable, stylish clothing for children that allows them to move freely and fearlessly to explore a world of delightful possibilities. In this episode, Sharika shares tips on how she built her brand using strategic partnerships from highly skilled Africans from across the continent.…

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