Nov 25 2021 25 mins
Jessica Noble, MBA, CCXP, a long-time friend and supporter of Fireside Chats Without The Fires, joins Neal Topf today’s episode of “Spotlight on The Business Of CX”.
In this limited series of podcasts, Neal is joined by CX experts who look at how CX impacts the bottom line. Today, Jess and Neal talk candidly about a myriad of different topics related to this area.
Some of the questions that they answer include Is CX at a crisis point right now?, should businesses be focusing on niceness right now? and is does the person who is leading your CX have a strong business acumen? If not, is that really the right person to lead CX?
Jess shares her thoughts on how the return of CX must be seen in the bottom line, otherwise, what is the point of doing CX? What problem is CX solving and does that solve have a financial impact on the company? Jess also confronts the frequently asked question about adding new channels to the business. Her standard reply is, quite simply “Is it seamless and will they talk to each other?”.
Insightful, maybe a touch controversial but, ultimately, educational, this is a podcast that you do not want to miss!