S4e21 The Great Digital Transformation Edition with Howard Tiersky
Leslie helps the most stubborn, inexperienced, or word-phobic employees at your organisation improve their writing skills, so they can do their jobs better. As a result of her work, Leslie’s clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk.
She is a LinkedIn Learning author of five courses on topics including writing for social media; live chat and text; plain language; and technical writing.
Former CEO at Animalz, a remote content marketing agency producing the best content on the web for B2B Saas companies. Founder of the Master Slam, a poetry slam-style debate about startups and tech. She is also aTEDx organizer and speaker trainer, instructor on “How to Use Storytelling to Get What You Want,” a workshop about using storytelling for career advancement at General Assembly and Startup Institute.
They discuss the growth of an innovation in content marketing, brand marketing, building community, evolution in distributing content, content strategy, leveraging content, saying no to platforms, being logical, the master slam and not having a plan.
Ratul has over 15 years of experiences in building and launching customer experience solutions for companies to service their customers, and has infused the voice-of-the-customer into the product roadmap and marketing plans, and is highly experienced in building marketing strategies and executing the go-to-market plans.
Through his consultancy CXpert he works with leaders at some of Australia’s most recognisable brands, with the goal of building organisations, employees and customers love is the driving force behind the training core CX management fundamentals, which was launched launched earlier this year, to great acclaim, and provides mentoring to CX managers across the globe.
He has been growing and helping develop customer-focused large and small businesses for over 25 years now.
His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Nespresso, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses.
They discuss quality at Rolls Royce and Bentley, getting the basics right, channel shift, managing transitions, managing trust and values driven business.
He’s worked with some amazing companies before becoming an independent consultant including the Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brakes Brothers Food Service. And his last permanent role was head of group customer experience, where he developed and deployed the customer experience strategy for one of Europe’s largest online retailers Shop Direct.
Colin’s Customer Experience consulting company, Beyond Philosophy, has been recognised by the Financial Times as ‘one of the leading management consultancies for the last four years. Shaw is the co-host of the highly successful Intuitive Customer podcast.
They discuss what it means to improve customer experience, changing customer demands, hiding behind covid, call centres, emotional drives, subconscious messages, focusing on the wrong thing, heuristics, loss aversion and treating people as human beings.
After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more.
As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.