Building Trust with Bruce Temkin: Godfather of Customer Experience

Trust Builders Podcast: for CX, EX and Marketing Professionals ♥ Adoreboard

#Business #Marketing #Trust Builders #Customer Experience #Employee Experience #Employee Engagement #Voice Of The Customer #Net Promoter Score #Brand #Leadership #Trust

18:09

HR is no longer just about managing people—it’s about shaping the future of work. Jens Baier, BCG’s HR transformation expert, discusses how AI and shifting employee expectations are forcing companies to rethink talent strategies. From re-recruiting to upskilling employees, HR must adapt to a rapidly changing landscape. Learn More: Jens Baier: https://on.bcg.com/41ca7Gv BCG on People Strategy: https://on.bcg.com/3QtAjro Decoding Global Talent: https://on.bcg.com/4gUC4IT…

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MP3•Головна епізоду

Bruce Temkin, aka The Godfather of Customer Experience, led Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA).
The man on a mission is now researching and envisioning how to achieve a vision of "Humanity@Scale". As you can imagine, we’re VERY excited to have him as our first official guest! 🤩
*** Episode 02: Bruce Temkin ***
Global Head of Qualtrics XM Institute
During this episode, we will unravel the intricate dynamics of consumer trust, why Qualtrics has named 2024 as "The Year of Trust” and Bruce’s vision for Humanity@Scale.
Often referred to as the “Godfather of Customer Experience”, Bruce has led Qualtrics’ XM Institute while on a mission to build a thriving global community of professionals who are empowered to radically improve human experiences.
What you might not be so aware of is that Bruce was also a VP and Principal Analyst at Forrester for 12 years, co-founded the Customer Experience Professionals Association (CXPA) and founded his own research company that was ultimately acquired by Qualtrics in 2018.
You could say he knows a thing or two about Experience Management!
Bruce has advised many of the world's leading brands while always placing the importance of human centricity at the heart of decisions.
Join us to discover Bruce’s visionary ideas, actions and outcomes and how you can benefit from his years of experience and learnings.
* Tuesday, March 28th 2024
* 8am PDT | 11am EST | 4pm UTC
* Linkedin Live
With your hosts, Chris Johnston, Founder and CEO of Adoreboard and Alex Genov, Head of Customer Research and Marketing Insights at Zappos.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals
With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

13 епізодів

Building Trust with Bruce Temkin: Godfather of Customer Experience

Trust Builders Podcast: for CX, EX and Marketing Professionals ♥ Adoreboard

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MP3•Головна епізоду

13 епізодів

#Business #Marketing #Trust Builders #Customer Experience #Employee Experience #Employee Engagement #Voice Of The Customer #Net Promoter Score #Brand #Leadership #Trust

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Build Trust In Yourself: How To Beat Imposter Syndrome & Empower Your Team with Dr Amanda Foo-Ryland 48:15

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48:15

Joining us today is Amanda Foo-Ryland, keynote and TEDx speaker, corporate culture speaker, leadership & development speaker, executive coach, author, and mother. With over 30 years of experience with human development and coaching, she knows how to connect deeply with people. Her purpose is to inspire others to live passionately. Her keynotes emphasise mental resilience and well-being in the face of adversity. Originally from the UK, she currently resides in Portugal and travels the world, teaching courses in Australia, New Zealand, and the UK. Key insights we uncovered: Shifting mindset - Changing your victim mentality to one where you view situations as opportunities to grow can change how you see life. Embracing changes - Embracing changes can be challenging but can lead to beautiful unexpected outcomes. Delete button - Use techniques like the "Delete button" to reject thoughts, stories, or narratives that don’t align with your values or well-being. Building awareness - Be conscious of what you are allowing to enter your mind and recognize when an idea or belief isn’t helpful. Overcompensating confidence - Overcompensating with an inflated sense of self may create short-term success, but it often leads to negative consequences in the long run. Limiting beliefs are deep-rooted thoughts or assumptions that hold us from reaching our full potential. When we act on limiting beliefs, whether by undervaluing our skills or overcompensating for external validation, we unintentionally limit our own and those of others. To overcome these misconceptions, we must shift our mindset, cultivate authentic confidence, and embrace the power of self-awareness to reach our full potential and collaborate effectively. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Leadership & The CX Transformation Ripple Effect with Caroline Winwood | Dyson, PepsiCo 42:04

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42:04

In this episode of the Trust Builders podcast, Caroline Winwood, a seasoned professional with extensive experience working for leading global brands such as Dyson and Pepsi, shares her expertise on customer experience and transformational leadership. She recounts her career journey, beginning with her early days at Walkers Crisps, where she learned the power of personalization by building relationships with local businesses. Caroline explains how understanding customer needs, asking the right questions, and aligning on business goals are crucial to creating meaningful customer experiences. During the episode, Caroline emphasises the importance of internal alignment, transformational leadership, and fostering emotional connections to drive loyalty and engagement. She advocates for a balanced approach to customer experience—combining product-centric and customer-centric strategies—and highlights the role of operational teams in designing seamless customer journeys. Yes— another CX leader giving a big shout out to the importance of employee engagement and a holistic approach to ‘human experience’.💕 Using powerful metaphors and real-life examples, Caroline provides actionable insights on orchestrating a cohesive and impactful customer experience that delivers emotional and business value. Caroline discusses data-driven transformation, distinguishing it from continuous improvement, highlighting strategic planning, innovation, governance, and employee engagement as essential for impactful organisational change and building trust. — Trust Builders - the podcast for CX & EX Professionals IDEAS | ACTIONS | OUTCOMES Hosted by; Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker) — #cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights #TransformationalLeadership #CustomerJourney --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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✈️ Southwest Airlines: Crafting First Class Customer Journeys with VP of CX & Analytics, Bill Tierney 51:49

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51:49

Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the “end-to-end” physical and digital CX at Southwest. He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the highest customer satisfaction ratings for economy US airlines in multiple studies. ✈️ Aside from his professional achievements, Bill is a happy father of five children and a Boston native with an education in political philosophy. Starting the conversation, Bill explains the two elements of trust: competence and compassion. He explains how trust begins internally, with a mindset and policies that prioritize people’s needs, and this mentality naturally extends to customer relationships, creating a foundation for success. Then we talk about the importance of celebrating the power of human connection, where moments of connection reflect the deeper impact your business can have on people's lives and create a sense of pride and purpose for your team. Next, we discuss the importance of hospitality, where communication and empathy can create unpleasant circumstances not only bearable for customers, but completely turn them around into something special that builds loyalty. He also explains how AI and other digital solutions don’t often work in these kinds of situations. In terms of building loyalty and retention through the customer journey, the role of transparency and flexibility in maintaining trust, the importance of listening to customer feedback and addressing their pain points, balancing personalization and maintaining human touch in a world full of technology. and ofcourse, the importance of establishing a great employee experience. — Trust Builders - the podcast for CX & EX Professionals IDEAS | ACTIONS | OUTCOMES Hosted by; Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker) — #cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Designing Great End Experiences: Lessons for CX, EX & UX Pros with Joe Macleod 43:52

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43:52

In this episode, we explore the often-overlooked subject of "end experiences" concept of "Endineering" in the customer experience journey with Joe McLeod. Joe is a pioneer in consumer experience endings, Founder and Head of Endineering at andEnd, a TEDx speaker, and author of Ends & Endineering. He also mentors top brands in impactful offboarding. During today's conversation, Joe emphasizes the value of designing thoughtful end-of-life experiences rather than on legislation or guilt-based approaches. Whether you're a leader in customer experience or a business professional, this episode is packed with actionable insights to help you rethink the role of endings in the customer journey. Tune in now and learn how to create impactful end experiences that create a desire for the 'leaver' (and their family & friends) to return and do business with you! --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Gourmet CX & EX: Secrets from a Michelin-Starred Restaurateur ft Alain Kerloc'h, OX Belfast 54:05

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54:05

Alain Kerloc’h is a renowned restaurateur and sommelier who co-owns the acclaimed, Michelin-star, OX restaurant in Belfast, Northern Ireland. He has founded and managed various influential eateries including two of the best restaurants in the world; l’Arpège in Paris and Mirazur in Menton. 🍷🍴Join us for a Michelin-star insights experience!🍴🍷 As a 16-year-old, Alain’s career commenced as a catering college student in Brittany, France, during which he worked in local Michelin-starred restaurants, becoming maître d’ to the admiral of the Brittany navy as his military service. He co-found Mirazur in the French Riviera with Mauro Colagrecco, a restaurant that gained its first Michelin star after just ten months, then went on to gain three stars and be declared the #1 best restaurant in the world. During this episode, Alain shares industry ‘secrets’ from hospitality on building trust and loyalty by delivering exceptional customer experiences—and recovering them when things go wrong! You’ll discover that great people and employee experience is a prerequisite for delivering outstanding customer experiences and how every role matters. https://adoreboard.com/trust-builders-with-ox-belfast-alain-kerloch/ --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Transforming Patient Experience: Behind Every Number Is a Person w/ Healthscope's Anita Hodge 53:15

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53:15

💟 Transforming Patient Experience: Join Anita Hodge, National Manager of Patient Reported Experience and Outcomes at Healthscope as she shares over 20 years of powerful insights into crafting unforgettable human experiences and dramatically improving patient outcomes on Trust Builders podcast. Behind every number, there’s a person! 👀Prepare to be captivated as Anita pulls back the curtain on wisdom and insights gained from more than two decades of hands-on healthcare. 💕Her journey takes you from the front lines of clinical nursing as an angiography specialist to leadership roles in risk, quality and patient experience. You’ll learn how Anita and the Healthscope team have combined technology with human psychology and emotion to take their patient experience to the next level, leading to a 25% improvement in NPS and a 65% increase in patient trust.🚀 Most importantly, learn how you can apply these principles and learnings to your own practice, be that patient, customer, employee or student experience. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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The Heart of CX: Human-Centric Strategies for Transformative Customer Experiences with Fabiola Corvera-Stimeling 47:37

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47:37

Meet Fabiola Corvera-Stimeling, a trailblazer in digital transformation and customer experience leader with over two decades of success spanning roles in financial services and healthcare alongside manufacturing, professional sports teams, and not-for-profit organisations. As a master of human-centric, emotion and trust-based strategies, Fabiola orchestrates customer and employee-focused digital transformations that propel growth and satisfaction for all involved. Her secret? Weaving together people, processes, and platforms into sustainable success. Fabiola’s extensive experience includes roles at Allstate, MetLife, and, most recently, three years as Vice President of Client Experience at Northwestern Mutual. Her broad professional expertise, combined with her doctoral research in service innovation and her bestselling book, “Voiceless Customer: Why Customers Leave,” cements Fabiola’s status as a thought leader in CX. Named among the top 100 Hispanic tech professionals in 2024, this sought-after leader isn’t just transforming businesses—she’s also investing her time in shaping the future by mentoring tomorrow’s leaders. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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How to Ace Employee Engagement & Productivity with Monica Parker 38:38

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38:38

Wall Street Journal best-selling author and Employee Experience advocate, Monica Parker joins us for an exciting session on wonder in the workplace — this one on Linkedin AND live from Belfast. As founder of global human analytics and change consultancy HATCH, Monica’s clients include blue-chip companies such as LinkedIn, Google, Prudential, and LEGO, for whom she challenges corporate systems to advocate for more meaningful work lives. Featured regularly by platforms including The Guardian, Fast Company, and TIME, Monica has also appeared on CNN and BBC Worldwide as an authority on organizational culture, change management, and inclusion. “People don’t leave their jobs. They leave their bosses.” --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Overlooked & Underused Secrets of CX with Donald Chesnut 52:28

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52:28

Donald Chesnut has been CXO for some of the world’s leading brands. He joined General Motors as Chief Experience Officer in January 2021. Prior to which he was CXO of Mastercard and Sapient. Donald, a renowned expert in customer experience and product design, shares his insights on how brands can foster meaningful connections with their customers. We explore the power of storytelling, the importance of person-to-person interactions, and strategies for navigating challenges while maintaining trust. With experience spanning more than 25 years of CX, EX and UX, working at places like American Express, Razorfish, American Express, and Siegel & Gale, Donald has helped to create some of the most successful digital products, platforms, and experience transformations for companies such as Disney, Target, Wall Street Journal, RBS, AT&T, Carnival Cruises, US Bank, United Airlines, Nissan and many more. Enjoy! First aired Tue, Jun 4, 2024 on Linkedin Live. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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The Science of Trust with Ogilvy Legend, Rory Sutherland 1:06:33

рік тому1:06:33

1:06:33

In this episode of the “Trust Builders” podcast, we’ve had a fascinating conversation with Rory Sutherland, Vice Chairman at Ogilvy UK. Join Chris Johnston and Alex Genov as they embark on a journey through the realm of branding, behavioural science and trust with Rory Sutherland, the visionary Vice Chairman at Ogilvy UK. With 36 years at Ogilvy, Rory is an industry icon who brings unparalleled expertise in consumer psychology and advertising and how to build trust in the digital age. This episode is packed with a lot of valuable topics regarding customer trust and loyalty. Here’s a snapshot of what we’ve covered: AI In the Workplace – AI indeed makes businesses easier. But when it comes to reviewing customer experience, a human touch is crucial. Try to limit the adaptation of AI in your business. Long-Term Relationships - Focus on Long-Term Value Over Short-Term Gains. Prioritize strategies that build long-term relationships and customer loyalty, even if they don't yield immediate results. For example, giving useful things for free can foster reciprocity and long-term business relationships. Mindset - Beware of an overemphasis on efficiency. Be cautious of an excessive focus on efficiency and cost-cutting driven by quarterly financial pressures. This mindset can overshadow opportunities for growth and innovation, so it's important to balance efficiency with a growth-oriented approach. Relationships - Value Relationships Over Mechanistic Approaches. In contrast to a purely mechanistic view where people are treated as numbers, emphasize the importance of genuine relationships. Building strong connections between employees, vendors, and customers, as exemplified by companies like Zappos, can significantly enhance business success. Mechanistic Views - Recognize the Limitations of Averages and Metrics. Understand that relying solely on averages and metrics can overlook the nuanced and personal aspects of business interactions. Moving beyond a mechanistic mindset to appreciate the unique value of individual relationships can lead to more meaningful and effective business practices. 15th April, 2024 --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Inspiring Customer & Employee Joy with April Obersteller (MD of woom, North America) 48:33

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48:33

In this latest episode of the Trust Builders podcast, we bring you the insightful conversation we’ve had with April Obersteller, managing director for woom, North America. This episode is packed with insights that can help your organization create memorable customer experiences that will eventually lead to generational trust and loyalty. Here’s a snapshot of what we’ve covered: Employee Experience – People who join your organization usually have great faith in your vision. Making a difference in the world by providing the best products and services. Make sure your employees get a frictionless experience in the workplace. North Star – When you’re creating a great customer experience, you have to consider the friction that will set the process off course. Identify those barriers to a memorable customer experience. Partnerships - Organic growth and return customer rates will allow you to build long-term customer partnerships. As the business grows, it’s crucial to balance organic growth with data-driven strategies and track metrics like return customer rates to ensure long-term success and adjust approaches as needed. Joy Killers – Every business has joy killers. The little bumps on the road. Build a trusted data source to identify the friction points that cause those joy killers. Hiring – It’s crucial you hire the people who believe in your vision as an organization. The right person at the right job will make a real difference. Hire people who are responsible, kind, and good. * Tuesday, April 9th 2024 * --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Building Trust with Bruce Temkin: Godfather of Customer Experience 57:25

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57:25

Bruce Temkin, aka The Godfather of Customer Experience, led Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA). The man on a mission is now researching and envisioning how to achieve a vision of "Humanity@Scale". As you can imagine, we’re VERY excited to have him as our first official guest! 🤩 *** Episode 02: Bruce Temkin *** Global Head of Qualtrics XM Institute During this episode, we will unravel the intricate dynamics of consumer trust, why Qualtrics has named 2024 as "The Year of Trust” and Bruce’s vision for Humanity@Scale. Often referred to as the “Godfather of Customer Experience”, Bruce has led Qualtrics’ XM Institute while on a mission to build a thriving global community of professionals who are empowered to radically improve human experiences. What you might not be so aware of is that Bruce was also a VP and Principal Analyst at Forrester for 12 years, co-founded the Customer Experience Professionals Association (CXPA) and founded his own research company that was ultimately acquired by Qualtrics in 2018. You could say he knows a thing or two about Experience Management! Bruce has advised many of the world's leading brands while always placing the importance of human centricity at the heart of decisions. Join us to discover Bruce’s visionary ideas, actions and outcomes and how you can benefit from his years of experience and learnings. * Tuesday, March 28th 2024 * 8am PDT | 11am EST | 4pm UTC * Linkedin Live With your hosts, Chris Johnston, Founder and CEO of Adoreboard and Alex Genov, Head of Customer Research and Marketing Insights at Zappos. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard ) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)…

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Trust Builders Launch: Be More Zappos — A Conversation with Alex Genov 26:04

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