Episoder
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AI customer care is the newest trend and with good reason. They have the power to completely revolutionise the CX industry for the better. But the people involved are the heart of customer experience and it's important that we find the right balance as we start to implement new AI systems so that everybody wins! Joining us for today's episode is Suzanne Duffy of Papier and she knows a lot about hitting this balance perfectly.
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AI is one of the hottest topics around right now. It's an exciting new field that has the potential to completely revolutionise how we approach customer experience from the ground up. That's where today's guest comes in. Daniel Bunton is the Head of Customer Support at Cleo AI. He knows exactly how to create game-changing customer experience with AI -- and that's the topic we're discussing today.
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Manglende episoder?
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It’s no secret that we at Dixa are very excited about AI and its potential to improve the CX landscape. That’s why today, we’re exploring how we can be bold when it comes to making decisions for AI transformations. Joining us from Copenhagen is Silje Stougaard, the VP of Global Operation at Vivino, the world's largest wine marketplace with reviews straight from the community.
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It’s a brand new year and we’re excited for all the things we have planned for 2024 at Dixa. Of course, there’s no better time for introspection than the start of a new year. That’s why, on this episode, we’re going to stop and take a look back at some of the best insights we’ve heard on Customer Friendship Conversations so far.
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Phillip Sonderskov is Global Customer Service Manager at HiFi Klubben. They’re a high-quality audio retailer and now they sell home theatre equipment too. Founded in 1980, they pride themselves on selling quality products and now, in addition to their web-stores, have more than 95 brick-and-mortar stores across Denmark, Norway, Sweden, the Netherlands and Germany. Phillip has been with HiFi Klubben for almost four years now, so he really knows the company and the unique needs of its customers – including over 1 million members of the HiFi Klubben Customer Club. He spoke to us from HiFi Klubben’s base in Denmark…
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Lauren Klaskov is E-commerce & B2B Manager at momkind. They’re an organization that offers care for pregnancy, childbirth, and all the time spent afterward in motherhood. But they don't just sell parental products; they also foster an entire community, with help ranging from articles to online courses. They even have their own momkind podcast!
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Matt Dixon is the bestselling author of The Challenger Sale, The Effortless Experience, The Challenger Customer and The JOLT Effect -- four books that are absolute must-reads in the field of customer experience. He joins us for a talk about everything from the number one mistake companies make with their customer experience to the future of the industry.
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Becky Hickey is the Head of CS at Oliver Bonas. If you’re one of our British listeners, then odds are you’re already familiar with the independent British lifestyle store, but for our international listeners, they’re a beloved company that sells everything from clothing, gifts and homewares. A brand known for high quality like Oliver Bonas comes with sky high customer expectations. After 30 years in the business, maintaining their stellar reputation is as important as ever, so just how do they do it?
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We’re celebrating things here at Customer Friendship Conversations because, in this episode, we're speaking with Benedikt Peine, the Unit Lead Service at celebrate company. They’re a business developing and producing digital services and stationery products that allow you to celebrate any special event from a birthday to an anniversary to having a baby.
Based in Germany, their mission is to turn meaningful moments into lasting memories. When it comes to a special day, you want to make sure everything goes right. That means that customer friendship is especially important for celebrate.
So how do they manage to ensure everyone has a customer experience worth celebrating? Benedikt has all the answers…
Thanks to Cofruition for consulting on and producing the show. You can learn more about celebrate company at https://www.celebrate.company/ or head to Dixa.com to learn more about Customer Experience as it's meant to be!
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In this episode, our customer experience hero is Luke Bishop. Luke is the Head of CX at KatKin, a fresh meal subscription service for cats. KatKin offer a premium product – and with that, customers expect a premium service. It’s easier said than done, but based on their amazing TrustPilot score, it seems like they know exactly what they’re doing. Listen to hear Luke let the cat out of the bag and find out exactly what makes KatKin so special.
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Thanks to Cofruition for consulting on and producing the show. You can learn more about KatKin at katkin.com or head to Dixa.com to learn more about Customer Experience as it's meant to be!
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This is a particularly spicy episode of the podcast because we're talking to Cherina Røsand. She’s the Head of Customer Care at Sinful Group, an award-winning e-commerce sex toy business. As you can imagine, customer experience takes an entirely different shape when your customers are buying something so personal and intimate. So how do Sinful manage to maintain such high levels of customer satisfaction?
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Thanks to Cofruition for consulting on and producing the show. You can learn more about Sinful or head to Dixa.com to learn more about Customer Experience as it's meant to be!
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ChatGPT, the new AI-powered chatbot, might be the most widely talked about tool in the last few months, and amid a market downturn – do we all need to be worried? Resume Builder, a US-based career site for creating resumes, polled 1,000 business leaders and found 48% of companies using ChatGPT say it has replaced workers. But, to what extent?
If you’re curious about the chances of ChatGPT taking over your customer service job – join Dixa’s product leaders: Rob Krassowski (Chief Product Officer), Tue Søttrup (VP CX Excellence and Chief Evangelist) and MIrza Beširović (Director of Product Management) to learn how and why this technology is taking the world by storm, and how you can stay ahead of the curve!
We discuss:
Should I be worried about the impact on my service team?Human vs AI-powered customer service, how do we navigate emerging technologies?Working with ChatGPT to improve your customer service skillsMoving beyond the hype, can it impact customer loyalty?How we’re integrating ChatGPT into the Dixa platformDon't miss out on this timely discussion! This episode is taken from a webinar presentation that had record breaking attendance.
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Thanks to Cofruition for consulting on and producing the show. You can learn more about Dixa by heading to Dixa.com to learn more about Customer Experience as it's meant to be!
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Introducing Cristina Martinez, Senior Director of Customer Experience at Whisker, makers of the Litter Robot, a smart cat litter tray that's been taking the internet by storm.
Getting customer experience right can be hard at the best of times -- and that's when you're not dealing with a product as complex as a robot! On top of that, Whisker is based entirely in the USA, the nation with the best reputation on the planet for customer service so they have a lot to live up to. Cristina tells us why.
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Thanks to Cofruition for consulting on and producing the show. You can learn more about Whisker at litter-robot.com or head to Dixa.com to learn more about Customer Experience as it's meant to be!
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Today's customer experience hero is Kasper Tvernø Hartvigsen. Kasper is Head of Customer Success at Hobbii, the one-stop shop for yarn-lovers around the world.
Hobbii pride themselves on having everything someone might need for their next knitting or crocheting project, all in one place. And their yarn heroes are leading the industry!
And after you hear Kasper's knowledge and expertise, you'll agree that he proves himself to be the friend we didn’t know we had.
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Thanks to Cofruition for consulting on and producing the show. You can learn more about Hobbii at hobbii.com or head to Dixa.com to learn more about Customer Experience as it's meant to be!
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Butternut Box are changing the game in the dog food industry by creating personalised food plans for each dog and delivering their high-quality products straight to customers' doors.
In this first episode of Customer Friendship™ Conversations, host Ciaran Nolan sits down with Harriet Treadwell, Customer Love Director at Butternut Box.
Ciaran and Harriet discuss the importance of customer love and how it aligns perfectly with the concept of Customer Friendship™. They delve into the Butternut Box philosophy of putting the customer experience front and centre, and why it's essential to never let perfection get in the way of progress. If you're a pet owner or just interested in how businesses can prioritise customer satisfaction, this is an episode you won't want to miss!
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You can learn more about Butternut Box at butternutbox.com or head to Dixa.com to learn more about Customer Experience as it's meant to be.
Thanks to Cofruition for consulting on and producing the show.
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What’s the secret to creating loyal customer relationships that last?
Customer Friendship™ Conversations by Dixa brings you the latest trends, tools and insights for delivering customer service ‘as it’s meant to be’. In each episode, host Ciaran Nolan sits down with a customer service ‘hero’ revealing their story and tips for building long-lasting bonds with their customers. If you’re a business owner, a customer service pro, or just someone who’s curious about the world of customer experience you’re in the right place.
Why not join in the conversation and become part of the Customer Friendship™ community today?
Visit Dixa.com to learn more.
