Oct 11 2021 37 mins
David Wales, author the chapter “Seeing Through the Smoke” from the CX3 book, is the guest on the podcast.
David’s fire service background may not be one that people usually associate with customer experience, however, as he explains to Neal, his experience in this field has given David and unique view into CX.
David shares how the Fire Service is learning to include cx in their roles, and that there is a place for voice of the customer, honestly, who would have thought that? Through his stories, David shines a light on how, on occasion, what we think people will do vs what they will actual do is poles apart (not that it’s a bad thing at all), and, in one story, how listening to a fire victim opened a whole different avenue in dealing with the public. To end the podcast, David poses the question as to whether the fact that streaming services, such as Netflix (please tag) is a good thing? Does it allow companies to see us as individuals or as pigeonholed into certain boxes?