Caffeinated CX

28/06/2023

New episode just dropped!

https://podcasts.apple.com/za/podcast/unmasking-the-delight-fallacy/id1586545435?i=1000618630947

‎Show Caffeinated CX, Ep Unmasking the Delight Fallacy - 27 Jun 2023

24/06/2023

Machine Customers, AI Tools, and Lost Jobs due to AI and Automation is the topic of discussion on the blog. What are your thoughts on this? What can we do about it? What should be done about it?

Welcome to the no-bullsh*t domain of customer service, where we're about to take a deep dive into the impact of artificial intelligence (AI)...

14/06/2023

There are only a few things I am truly passionate about, outside of family.
For those who I have known for awhile, you know what they are: Punk Rock, Cheesy Fantasy Power Metal, Customer Experience, Marketing, and Dungeons & Dragons. (Now the rest of you know, so there.)

I also believe that customer service as a whole in 2023 is utter crap, and it gets worse the more people preach about VoC, CSAT, NPS, Customer Journey Mapping, etc etc (I think those things have their place, but I don't know why things have gotten worse when those things rise in popularity, eh, who knows.)

I believe in revolutionizing customer engagement and brand strategies. In this episode of Caffeinated CX, I dive into the power of embracing punk rock principles in the corporate world. I go into how authenticity, empowerment, disruption, and social justice can transform contact centers into hubs of genuine connection and innovation. I also explore how marketing can challenge the norms, spark conversations, and create a loyal community of customers.

Join me in the rebellion and let's ignite a revolution in the world of contact centers and marketing. Together, we can make a profound impact on customer service, brand authenticity, and societal change.

My goal in starting Caffeinated CX was to fundamentally change the Contact Center/Customer Service stage for the better, both for customers and (more importantly) for the employees.

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14/06/2023

The vital lesson punk rock teaches us in customer service - authenticity is the antidote to the corporate façade. Say goodbye to scripted robotic responses and hello to genuine human connection. Break down the walls and let honesty forge trust. This is how we make a real impact!

14/06/2023

🎙️ Attention, CX rebels and coffee-loving comrades! Get ready to fuel your coffee breaks with a high-octane dose of Caffeinated CX - the podcast that injects a jolt of energy into Customer Experience, Company Culture, and Contact Centers.

🔥 Hosted by a fearless CX renegade, Caffeinated CX delivers explosive episodes that pack a punch in just a few minutes. We'll empower you with mind-blowing insights, fierce debates, and hard-hitting rants, leaving you craving more.

💥 Join the revolution! Caffeinated CX is your backstage pass to the cutting edge of customer-centricity. Unleash your inner rebel, revolutionize your customer interactions, nurture a thriving company culture, and master the art of contact center wizardry.

🌟 This ain't your grandma's podcast - Caffeinated CX challenges the status quo, shatters norms, and delivers high-energy, thought-provoking content. Smash that like button, share with fellow crusaders, and dive into a world of CX Rebellion.

📢 Facebook, the time is now! Tune in, turn up the volume, and let the caffeinated revolution begin. Caffeinated CX - your shot of inspiration for a customer-centric world. Stay caffeinated, stay tuned, and let's change the game forever! ☕✨

14/06/2023

14/06/2023

14/06/2023