Customer First
乐鱼（Leyu）体育官网 International's Customer Center of Excellence hosts our Customer First podcast series examining the trends in customer experience and the evolving front office interviewing experts who share their views and insights.
Listen to the latest podcasts below or listen and subscribe on聽,听听补苍诲听.
As companies get to grips with inflation, cost of living crises, supply chain issues, and geopolitical conflicts, meeting customers' expectations has never been so challenging. Today, we're having a roundtable with two of 乐鱼（Leyu）体育官网's global sector leads to talk about trends that we're seeing in the marketplace around customers and consumers, and how companies are interacting and engaging with their customers, and how they're trying to stay ahead of disruption.
Our speakers this week:
- Julio Hernandez, Global Customer and Operations Service Line Lead, 乐鱼（Leyu）体育官网 International
- Anna van Poucke, Global Sector Lead for Healthcare, 乐鱼（Leyu）体育官网 International
- Judd Caplain, Global Sector Lead for Financial Services, 乐鱼（Leyu）体育官网 International
From emerging technologies like the metaverse, to speech-processing and improved location-based services, organizations are trying to balance the quest for insight versus the protection of customer data. Today, our panel discuss what good customer privacy looks like, and how it is shaping customer interactions.聽
Our speakers this week:
- Julio Hernandez, Global Customer and Operations Service Line Lead, 乐鱼（Leyu）体育官网 International
- Sylvia Klasovec Kingsmill, Global Head of Privacy and Partner, 乐鱼（Leyu）体育官网 in Canada
- Paul Henninger, Global Head of Lighthouse and Partner, 乐鱼（Leyu）体育官网 in the United Kingdom
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How can companies manage rising inflation and the impact on customers? In this episode, our panel talk about the importance of brand, loyalty, and tactics that companies can take to manage higher inflationary pressure.
Our speakers this week:
- Julio Hernandez, Global Customer and Operations Service Line Lead, 乐鱼（Leyu）体育官网 International
- Yael Selfin, Chief Economist, 乐鱼（Leyu）体育官网 in the UK
- Edgar Molenaars, Partner, 乐鱼（Leyu）体育官网 in The Netherlands
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In this episode, our panel explore constantly rising customer expectations that are challenging companies to innovate fast to keep up, and discuss how organizations can maintain the momentum of transformation accelerated by COVID to ensure their positive results continue. Innovation is not just limited to technology but rather enabled by it.
Our speakers this week:
- Isabel Zisselsberger, Partner, Head of Financial Services Strategy and Operations, 乐鱼（Leyu）体育官网 China
- Sam Ganga, Principal, National Consulting Industry Leader - Consumer & Retail, 乐鱼（Leyu）体育官网 in the United States
- Patrick Maes, Director, Head of Customer, Sales, Marketing and Innovation Advisory, 乐鱼（Leyu）体育官网 in Belgium
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In this episode, our panel explore personalization and how companies should look to cultivate proactive, one-to-one connections with their customers that deliver on their expectations, without threatening their trust in the brand. They also discuss how, going forward, businesses must be sensitive and systematic in how they utilize data, always demonstrating the clear benefit to the consumer.
Our speakers this week:
- Amanda Hicks, Partner, Customer Brand and Marketing Advisory, 乐鱼（Leyu）体育官网 Australia
- Tom Lurtz, Partner, 乐鱼（Leyu）体育官网 in Germany
- Paul Henninger, Partner and Head of Lighthouse, 乐鱼（Leyu）体育官网 in the UK
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Today, during our episode of Customer First, we're going to be talking about orchestrating customer experiences and 乐鱼（Leyu）体育官网's Global Customer Experience Excellence report for 2021. We'll be discussing what are the key trends from year's research and who are the companies leading the way in CX?
Our speakers this episode:
- Julio Hernandez, Global Lead - Customer and Operations, 乐鱼（Leyu）体育官网
- Jenny Roche, Partner, 乐鱼（Leyu）体育官网 Australia
- Peter Liddell, Global Head of Operations, 乐鱼（Leyu）体育官网
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In this episode, our panel explore the emergence of a new type of customer, whose decisions are driven increasingly by purpose, integrity and reputation. They discuss how businesses can achieve customer buy-in and translate that into practice, illustrating their points with some great examples of trust-building key events.
Our speakers this week:
- Jo Stringer, Partner, 乐鱼（Leyu）体育官网 in the UK
- Edgar Molenaars, Partner, 乐鱼（Leyu）体育官网 in The Netherlands
- Carmen Bekker, Partner, 乐鱼（Leyu）体育官网 Australia
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In this episode, the panel highlight how business success is no longer measured purely in financial terms and how purpose now has to be built into strategy if organizations are to survive and thrive. Ethics are now tightly entwined in the wider business agenda of commercial resilience and the need to implement processes both for the customer and employees to ensure brand integrity and protect against reputational damage, are discussed.
Our speakers this week:
- Tim Knight, Partner, 乐鱼（Leyu）体育官网 in the UK
- Samantha Gloede, Managing Director, 乐鱼（Leyu）体育官网 in the US
- Vamsi Duvvuri, Managing Director, 乐鱼（Leyu）体育官网 in the US
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In this episode, the panel discuss long-lasting changes that retail and CPG sectors need to address, from last mile and reverse logistics to orchestrating eco-systems. with the changing face of the customer. They also look at the difficulties of fulfilment for small businesses as well as growing customer expectations and feedback challenges are all considered. And our panel explore how delivery has now become a point of differentiation. Our speakers this week:
Our speakers this week:
- Lisa Bora, Partner, 乐鱼（Leyu）体育官网 Australia
- Duncan Avers, Principal, 乐鱼（Leyu）体育官网 in the US
- Iain Prince, Associate Partner, 乐鱼（Leyu）体育官网 in the UK
- Peter Liddell, Partner, 乐鱼（Leyu）体育官网 Australia
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In this episode, the panel discusses how to stay emotionally connected to customers as we move to digital channels and how to use brands to build more meaningful relationships, while responding to those customers' needs and desires for self-service channels.
Our panel this week inlcudes
- Mike Flodin, Principal, Customer Service Transformation, 乐鱼（Leyu）体育官网 in the US
- Aditya Rath, Partner, Customer and Operations Practice, 乐鱼（Leyu）体育官网 in India
- Katie Bolla, Partner, Customer and Digital Practice, 乐鱼（Leyu）体育官网 in Canada
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Our opening Customer First podcast explores customer obsession, the theme of our聽Customer Experience Excellence Report.
An expert panel includes
- Julio Hernandez, Global Lead for the Customer Centre of Excellence, 乐鱼（Leyu）体育官网 International
- David Conway, Director, 乐鱼（Leyu）体育官网 Nunwood, 乐鱼（Leyu）体育官网 in the UK
- Edgar Molenaars, Partner, 乐鱼（Leyu）体育官网 in the Netherlands
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This episode considers how businesses can drive better customer service through engaged, autonomous teams and reflects on the benefits of aligning customer and employee experience.
An expert panel includes
- Robert Bolton, Global Lead for the People and Change Centre of Excellence, 乐鱼（Leyu）体育官网 International
- Chloe Burton, Senior Manager, 乐鱼（Leyu）体育官网 in the UK
- Matt Campbell, Managing Director, 乐鱼（Leyu）体育官网 in the US
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This global panel discuss the rapidly shifting consumer marketplace, the rise of marketing tech and how the expectation 鈥� and role 鈥� of marketing within organizations may change in the coming months and years. With an increasing focus on marketing data measurement, the panel explores the metrics behind brand value. And as the traditionally separate roles of marketing, branding and customer experience continue to converge, they all agree that the need to pull these sources together into one holistic point of view is vital.
Our experts this episode are:
- Carmen Bekker, Partner, 乐鱼（Leyu）体育官网 Australia
- Jason Galloway, Managing Director, 乐鱼（Leyu）体育官网 in the United States
- Joanna Stringer, Partner, 乐鱼（Leyu）体育官网 in the United Kingdom
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In this episode of the Customer First podcast, our experts discuss the impact this disruption has had on the Sales space and how, while the future of the function is somewhat unclear, organizations can place themselves in good stead to weather the turbulence.
Our experts this episode are:
- Aditya Rath, Partner, 乐鱼（Leyu）体育官网 in India
- Tom Lurtz, Partner, 乐鱼（Leyu）体育官网 in Germany
- Walt Becker, Principal Sales Transformation Lead, 乐鱼（Leyu）体育官网 in the United States
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In this episode, we explore the concept of insight driven engagement and how organizations are getting to know their customers at a deep and profound level to help them choreograph motivational experiences.
Today's experts are:
- Amanda Hicks, Partner, Customer Brand & Marketing Advisory, 乐鱼（Leyu）体育官网 Australia and
- Torsten Fritz, Director, Customer Advisory, 乐鱼（Leyu）体育官网 in the United Kingdom.
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Today's customers know what they want. With countless options at their fingertips, they can easily switch products or providers when their needs are not met. They expect every experience to match their best experience 鈥揳nd the bar rises daily. In this episode of the Customer First podcast, we delve into the changing nature of the consumer landscape and the impact this has had on delivering the right customer experiences.
Our speakers in this episode are:
Our experts this episode are:
- Julio Hernandez, Customer Advisory Practice Lead, 乐鱼（Leyu）体育官网 in the United States, and Global Customer Centre of Excellence Lead, 乐鱼（Leyu）体育官网 International
- Terry Walls, Managing Director and Connected Customer Service Lead, 乐鱼（Leyu）体育官网 in the United States
- Lisa Bora, Partner in Charge, 乐鱼（Leyu）体育官网 Australia
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This episode of the Customer First podcast brings together a panel from Asia, Europe and North America to examine the true value of customer experience (CX). The panel discuss the latest customer experience trends in their regions and look at ways organizations can overcome the pitfalls to ensure a successful CX transformation journey.
Our panelists this episode are:
- Julio Hernandez, Customer Advisory Practice Lead, 乐鱼（Leyu）体育官网 in the United States, and Global Customer Centre of Excellence Lead, 乐鱼（Leyu）体育官网 International
- Aditya Rath, Partner, 乐鱼（Leyu）体育官网 in India
- Tim Knight, Customer Experience Leader, 乐鱼（Leyu）体育官网 in the UK
