Business Mic
95 episodes - English - Latest episode: 20 days ago - ★★★★★ - 5 ratingsA weekly podcast show comprised of intimate interviews with exciting entrepreneurs and leading industry experts who open up and share their amazing business experiences. This is the best place to find meaningful conversations with industry leaders, insider knowledge and key business resources all for free with a brand new episode published every Monday.
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Episodes
193: Andreea Coca - Using Data-driven Insights to Navigate the CX Landscape
April 04, 2024 12:16 - 20 minutes - 17 MBAndreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data insights to elevate the customer experience holistically. https://www.businessmic.com/andreea-coca
192: Claire Boscq - Enhancing Customer Experience Through Workplace Feng Shui
March 26, 2024 13:10 - 24 minutes - 3.48 MBClaire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles with modern needs. https://www.businessmic.com/claire-boscq
191: Federico Cesconi - Strategies for Effective Customer Experience Management
February 06, 2024 04:10 - 22 minutes - 16.9 MBFederico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ). In this episode, Federico shares his expertise and insights into the profound impact of Customer Experience Management on fostering sustainable business growth. From leveraging AI to understanding the intricacies of CX, this conversation explores th...
190: Gregorio Uglioni - Unveiling 2023's Trends and Transformations in CX Insights
December 21, 2023 08:52 - 22 minutes - 20 MBGregorio Uglioni is the Head of Business Transformation at Kantonsspital Winterthur, a seasoned leader in driving impactful business and digital transformations. With a solid track record in delivering measurable results, Gregorio brings a wealth of expertise in business strategy, digital transformation, customer experience, and leadership to the forefront. As the host of The CX Goalkeeper Podcast, Gregorio dives into the realm of CX (Customer Experience) as we explore the pulse of 202...
189: Qaalfa Dibeehi - Sustainability and Customer Experience
December 07, 2023 10:59 - 30 minutes - 22.8 MBQaalfa Dibeehi serves as the Managing Partner at Human2outcome (H2O), a firm specializing in behavioral transformation through corporate education, training, and executive coaching. His leadership extends from his previous role as the Dean of the Customer Experience Leadership Institute, overseeing cultural change at Majid Al Futtaim, a global conglomerate spanning retail, hotels, property, luxury, and entertainment sectors. With a substantial background in guiding customer experience consul...
188: Shorouk Ali - Enhancing CX through Customer Insights Mastery
December 04, 2023 11:42 - 28 minutes - 24.9 MBShorouk Ali is a dedicated researcher and seasoned CX professional boasting over a decade of expertise across diverse industries such as Banking, F&B, Real Estate, Consulting, and Healthcare. In this episode, she delves into the crucial role of customer insights and their impact on enhancing the customer experience. Gain valuable insights on leveraging this knowledge to elevate organizational strategies for superior customer satisfaction. https://www.businessmic.com/shorouk-ali
187: Micheu Njiru - Key principles for developing a customer-centric culture
November 24, 2023 06:46 - 22 minutes - 17 MBMicheu Njiru is the Director of Customer Excellence at KCB Bank Group. With a wealth of experience, Micheu is a dedicated advocate for fostering unparalleled customer experiences within business landscapes. He shares invaluable insights, drawing from his expertise in strategically implementing technology and cultivating a culture of excellence. During our conversation, Micheu unpacks the fundamental principles crucial to fostering a customer-centric culture, offering actionable tips that r...
186: Ilenia Vidili - Unveiling the Path to Customer-Centric Transformation
November 16, 2023 11:40 - 26 minutes - 22.8 MBIlenia Vidili, is a dedicated customer-centricity advisor, renowned keynote speaker, and the author behind "Journey to Centricity." Drawing from a rich tapestry of experience spanning over a decade across business-to-consumer and business-to-business companies, Ilenia identified a significant disconnect between organizations and their stakeholders. Recognizing the wide gap, she embarked on a mission to bridge it. Today, Ilenia guides businesses towards closing these chasms by introducing i...
185: Waleed AlHamdan - Building an Organization Around Customer Needs
November 16, 2023 11:29 - 26 minutes - 22.1 MBIn this episode, we delve into the realm of customer-centricity with Waleed AlHamdan, a seasoned CX professional whose career spans pivotal roles in both local and international organizations. From Vice President and Director to Board member and Strategy consultant, Waleed's expertise shines through various senior management positions and co-founding businesses. His experience as a principal business development expert adds depth to his insights. As an active member of the CXPA Saudi Chapt...
184: Andrew Tsuro - How to influence an audience through effective communication
October 20, 2023 12:22 - 31 minutes - 27 MBAndrew Tsuro is a thrice distinguished Toastmaster (DTM) and TEDx coach, who brings a wealth of experience and expertise to the table. In this episode, Andrew unpacks the art of structuring a speech or presentation that not only engages the audience but also compels them to take action. Andrew’s insights reveal the power of effective communication in leadership roles. He discusses the strategies and techniques that leaders can employ to convey their messages with clarity, persuasiveness, a...
183: Dr. Lucy Kiruthu - The role of every individual in delivering an exceptional experience
October 19, 2023 11:35 - 22 minutes - 18.2 MBDr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed Business Transformation program. In this episode, we discuss the important role that every individual within an organisation plays when delivering exceptional service to customers. https://www.businessmic.com/dr-lucy-kiruthu/
182: Pauline Kariuki - Fostering a customer centric culture through employee engagement
September 21, 2023 13:13 - 29 minutes - 26.4 MBPauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services. In this episode we discuss the various ways in which businesses can foster a customer-centric culture through employee engagement, aiming to create an environment where team members prioritize customer satisfaction and deliver exceptional service. https://www.businessmic.com/pauline-...
181: Jill Raff - EX2CX the secret formula to Business Success
September 18, 2023 12:51 - 24 minutes - 23.1 MBJill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience (EX) to the customer experience (CX) – EX2CX®. In this episode, we discuss the relationship between Employee Experience and Customer Experience, and why putting employees first is crucial for the success of any business. https://www.businessmic....
180: Nicolas Callegari - Measuring Customer Experience the right way
September 14, 2023 13:00 - 34 minutes - 26.8 MBNicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV. In this episode we discuss the state of Customer Experience now and in the future, the challenge of relying too much on CX matrices, and the best way to present Customer Experience ROI to a board. https://www...
179: Evas Bazirakakye Kizza - Why Customer Experience is every Employee's job
September 12, 2023 07:02 - 24 minutes - 17.6 MBEvas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships. Businesses frequently make the mistake of centralizing all customer service obligations in a single department. In reality, the entire organisation contributes to the customer experience. In this episode, we discuss the importance of sensitizing all staff about Customer Experience and how it impacts ...
178: Michael Brandt - Why are Customer Surveys dying?
September 08, 2023 09:33 - 20 minutes - 14.1 MBMichael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO) In this episode, we talked about why customers don't fill out surveys anymore, the dangers of over-relying on NPS, and complementary metrics to measure customer experiences. h...
177: Chantel Botha - Using Journey Maps to deliver better Customer Experience
August 18, 2023 04:28 - 25 minutes - 21.6 MBChantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand promises and delivers in reality. In this episode, we discuss the fundamentals of a Journey Map and how best to apply it when trying to deliver a great Customer Experience. https://www.businessmic.com/chantel-botha/
176: Rosebella Abok & Anne Nyachomba Mwangi - The Transformative Value of Employee Experience
August 03, 2023 13:07 - 35 minutes - 31.5 MBRosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics. When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, they can provide long-term benefits to an organization. According to studies, 85% of businesses found that increased EX and higher employee engagement led to better CX, higher customer satisfaction, and higher revenues. In this episode, we discu...
175: Adwoa Asare - Asamoah - Increasing Profitability through Customer Experience Management Frameworks
July 17, 2023 13:19 - 26 minutes - 21.4 MBAdwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and Re-engineering. In this episode, Adwoa Asare provides insight on how businesses can leverage Customer Experience to increase their profits by implementing frameworks that maximize value for both employees and customers. https://www.businessmic.com/adw...
174: Sonia Karamagi Kasagga - Elevating Customer Experience through Personalisation and Internal Sensitization
July 10, 2023 06:01 - 31 minutes - 29.2 MBSonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda. With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed customer expectations. In this episode, she unpacks what it takes to build a winning customer-centric culture. https://www.businessmic.com/sonia-karamagi-kasagga/
173: Georges Essama - Improving Customer Experience in African Public Sectors
July 03, 2023 05:17 - 26 minutes - 18.4 MBGeorges Essama is the Head of Marketing, Communication and Customer Experience at CAMTEL in Cameroon, winner of CXPA's 2022 Emerging Leader Awards, and 2023 chair of CXPA Africa. During our conversation, Georges shared the state of customer experience on the African continent, and how public sector organisations in Africa can improve their customer experience. https://www.businessmic.com/georges-essama/
172: Lynn Hunsaker - The impact of business silos on Customer Experience
June 23, 2023 09:14 - 27 minutes - 24.5 MBLynn is the Chief Customer Officer of ClearAction Continuum. She has experience leading company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn has served on the CXPA Board of Directors, and is featured in numerous lists, including Top 25 Customer Success Influencers and Top 30 Customer Service Professionals...
171: Rebekah Kabugo Mugisha - Putting customers at the centre of business strategy
June 16, 2023 13:23 - 33 minutes - 28.5 MBRebekah is the Customer Experience Manager of the National Social Security Fund, a quasi-government agency responsible for the collection, safekeeping, responsible investment, and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme. In this episode, we discuss the importance of putting customers at the centre of any business strategy. Rebekah is also a poet whose work can be found here: https://medium.co...
170: Victor Songa Musiwa - Enhancing Customer Experience through Business Process Management
June 07, 2023 07:31 - 26 minutes - 23.4 MBVictor is a Customer Experience Professional passionate about leveraging information systems as a tool for achieving strategic and operational excellence. He has over 10 years working experience in business-focused IT environments covering transportation and logistics, mining and financial services. Victor has served as the Head of Customer Experience for Capricon Investment Holdings, Bank Windhoek, and Multichoice Namibia. In this episode, Victor shares his views on how to transform Custo...
169: Craig Stoss - The impact of Artificial Intelligence on Customer Experience
May 08, 2023 05:04 - 33 minutes - 29.3 MBCraig is the Director of CX Services at Partnerhero. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like: CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering. In this episode, Craig and I discuss the impact of Artificial Intelligence on Customer Experience. https://www.businessmic.com/craig-stoss/
168: Amanda Akushie - Using Customer Experience as a strategic tool to build Brand loyalty
April 27, 2023 05:01 - 25 minutes - 22.3 MBAmanda is a customer experience (CX) consultant and coach with over 10 years of experience in the customer service industry. Her background and experience include Customer Experience and Digital Marketing Strategy Design, Implementation, Monitoring and Evaluation and development of customized training and coaching programs. In this episode, we discuss the strides African businesses have made in implementing Customer Experience as well as the challenges faced when adopting a customer-centri...
167: Rob Dwyer - Enhancing Customer Experience through Contact Centers
April 11, 2023 07:37 - 31 minutes - 26.4 MBRob leads client engagement at Customer Direct and Happitu, a software division of Customer Direct. In this episode, we discuss how businesses can enhance their Customer Experience through Contact Centers. Rob also hosts the Next in Queue podcast, a show about people in the Contact Center and CX industries. https://www.businessmic.com/rob-dwyer/
166: Jonathan Daniels - The State of Customer Centricity in 2023
March 10, 2023 07:17 - 32 minutes - 26.9 MBJonathan is the co-founder of CX-Brussels and the Director of CX-Centric. After over a decade of managing large IT and Organisational Transformations programmes Jonathan realised that we were missing something. He began to deliver using Agile methodologies which was a big step forward. But for various reasons, his team kept coming into work with the aim of impressing colleagues, managers and themselves. They lost our focus on the customer. For this reason he dedicates his time c...
165: Nicholas Hirya - Leveraging Customer Insights to gain a competitive advantage
February 17, 2023 04:26 - 30 minutes - 26 MBNicholas is the Customer Insights Manager at Movit Uganda. He has over a decade of experience in marketing, sales, and customer insights across FMCG, Consumer tech, and Startups. He is also a member of the Uganda Marketers Society where he serves as the Director - Training and Consultancy. In this episode, we discuss the role of customer insights in gaining a competitive advantage for long-term business sustainability. https://www.businessmic.com/nicholas-hirya/
164: Oluwatobi Kola-Sodipo - Improving Customer Experience in Africa through a Community of Professionals
February 01, 2023 06:50 - 26 minutes - 16.9 MBOluwatobi is a Hospitality professional with experience in diverse industries. She has worked in multi-national companies, with a track record of improving customer satisfaction, resolving problems, and driving overall business productivity. She has a passion for educating and enlightening employers in all fields to exhibit such service. In today's episode, we discuss the state of Customer Experience on the African continent as well as how her initiative CX Community Africa can help busine...
163: Ashley Micciche - Transitioning small business owners successfully into retirement
December 15, 2019 21:00 - 31 minutes - 14.3 MBAshley is the CEO of True North Retirement Advisors, an independent financial advisory firm managing $230 million in client assets, and located just outside of Portland, Oregon. Ashley specializes in designing, building, and implementing custom-designed exit plans to help her business owner clients secure their final and most important business decision – the exit from their business.
162: Valerie Leonard - Strengthening the capacity of Nonprofit organizations
December 01, 2019 21:00 - 36 minutes - 25.2 MBValerie is an expert in community and organizational development with a mission to strengthen the capacity of organizations to make a positive impact on the communities they serve. Valerie recently launched Nonprofit Utopia, LLC. which is a community of emerging nonprofit leaders that provides a safe environment in which members can innovate, speak candidly about the issues and concerns they face daily, and share ideas and resources.
161: Sujit Lalwani - How to build a great online presence
November 24, 2019 21:00 - 27 minutes - 19.2 MBSujit is the Founder of Inspiration Unlimited (Global Inspirational Media). He is the author of Life Simplified! which is a simple coffee-table read solving complex problems of life for youngsters (14-28 years of age). He was awarded the Connecting The World Award at 1LifeFullyLived Conference organized in November 2015 in Sacramento, California. He was a Speaker at One Young World Conference 2012 in Pittsburgh and has been a returning Ambassador for One Young World since 8 years.
160: Kim Ades - Using Frame of Mind coaching to achieve success
November 10, 2019 21:00 - 21 minutes - 14.4 MBKim is the President and Founder of Frame of Mind Coaching™ which works with executives, entrepreneurs, leaders, business owners and other highly driven people to help them reach new levels of accomplishment and to live outstandingly successful lives. Whether for business success or personal transformation, the foundation of Frame of Mind Coaching™ is that a person’s thinking has a greater impact on their outcomes than any other contributing factor.
159: Sarah Kennan - The South African Karoo agave spirit entrepreneur
November 03, 2019 21:00 - 22 minutes - 10.1 MBSarah is the founder of Leonista, the first 100% Karoo agave spirit in South Africa made the traditional way. The production process follows an age-old recipe used in Mexico to make agave spirits like Mezcal. It requires smoke and fire, hence Leonista’s delicious smokey flavour, similar to that of a Mezcal. In this episode, Sarah shares her inspiration for starting the business as well as the lessons she's learned along the way.
158: Charlie Whyman - How to grow your business using LinkedIn
October 27, 2019 21:00 - 29 minutes - 13.3 MBIn January 2018 Charlie launched a training and education business that helps business owners and consultants win more business and grow the value of their brand using LinkedIn and strategic networking. In this episode Charlie reveals some of the ways in which LinkedIn as a platform can grow your business and generate leads in the least expected ways.
157: Zamaswazi Mfusi - Creating African content for young children across the world
October 20, 2019 21:00 - 24 minutes - 11.2 MBZamaswazi is the Executive Creative Director of IndiLang. IndiLang serves to bridge the gap and create a platform through which indigenous information across the African continent is shared. They see the value of African elders as a rich source of indigenous knowledge. Indilang collects, presents, stores and publishes this knowledge through their platform. In this episode, Zamaswazi and her mother share their journey and future plans for IndiLang.
156: Stephan Roussan - Why you need a brand strategy
October 13, 2019 21:00 - 22 minutes - 10.4 MBStephan is the President and Creative Director of ICVM Group; an organisation that provides consulting, creative design, web development and hosting services to a diverse array of prominent national and international firms and organizations. In this episode Stephan talks about the importance of having a brand strategy and the steps you need to take in order to implement it.
155: Zoe Dlamini-Sas - Bringing the Kingdom of eSwatini to the Netherlands
October 06, 2019 21:00 - 18 minutes - 8.4 MBZoe is the founder of Zoe Zulu Productions. Her company offers authentic African cultural activities and complimentary spin-off themes such as Zulu Dialect coaching, regalia and dress demonstrations, cultural music and dancing workshops, ethnic African arts & crafts presentations, all of which augment our existing range of tutorials and lectures. In this episode, Zoe shares the path she took when starting her business along with the lessons she learned along the way.
154: Stacy Jones - Bringing the power of Pop Culture to your brand
September 30, 2019 09:00 - 19 minutes - 8.88 MBStacy is the CEO and founder of Hollywood Branded, a Los Angeles influencer marketing, branded content and product placement agency established in 2007, and host of the podcast Marketing Mistakes (& How To Avoid Them). Stacy has over twenty-three years of leadership experience building global entertainment branding campaigns for top Fortune 500 companies and hundreds of brands, including BlackBerry, Bumble, Canadian Club, Lacoste and Pilot Pen.
153: Thembi Bheka - Empowering women in Africa
September 23, 2019 09:00 - 19 minutes - 8.88 MBThembi Bheka is the founder of "She Breaks Thru", and believes in helping entrepreneurs reignite their passion, gain more clarity and reconnect with their bigger purpose. Thembi is heavily involved in empowering women in Africa, as a result, she trains young women on opportunities of creating income online working as virtual assistants.
152: Amy Simpkins - How renewable energy is impacting the world
September 15, 2019 21:00 - 23 minutes - 10.8 MBAmy is the CEO of the renewable energy startup muGrid Analytics. Her company solves problems at the edge of energy technology and economics using math and modeling, and is dedicated to creating a sustainable energy future for the planet, one project at a time. As a young, female executive in the tech world, she puts her theories about disruptive innovation and bringing your whole self to work into practice every single day. In this episode Amy shares her experience as a renewable energy expe...
151: Cindy Leah - How to become a professional photographer
December 31, 2018 09:00 - 18 minutes - 8.34 MBCindy has worked as a photographer for 6 years. In that time she has garnered an understanding on the sort of influence photographers have on society. In this episode Cindy shares the common misconceptions about photographers and the industry in general, plus what it takes to make it as a top professional.
150: Tommy Breedlove - Empowering Humans to Live Legendary Lives
December 24, 2018 09:00 - 20 minutes - 9.19 MBTommy is a Featured Keynote Speaker, Published Author and Business & Mindset Coach. He guides his clients and audiences to discover a life of significance, while building a lasting legacy. The tools he shares show them how to work in their zone of brilliance, obtain financial freedom, and live with meaning and balance.
149: Adrena Sawyer - Supporting African non-profits and small businesses
December 17, 2018 09:00 - 19 minutes - 8.71 MBAndrena is the founder of PERK Consulting, an advisory firm that is equipped to bridge the gap from concepts and ideas to solutions that enable their clients' goals become reality. Their services include nonprofit and small business registration, grant writing, marketing and fundraising support, strategic planning, and capacity building workshops for small businesses and nonprofits. In this episode, Andrena discusses in detail the basic challenges small businesses have and how she helps them.
149: Andrena Sawyer - Supporting African non-profits and small businesses
December 17, 2018 09:00 - 19 minutes - 8.71 MBAndrena is the founder of PERK Consulting, an advisory firm that is equipped to bridge the gap from concepts and ideas to solutions that enable their clients' goals become reality. Their services include nonprofit and small business registration, grant writing, marketing and fundraising support, strategic planning, and capacity building workshops for small businesses and nonprofits. In this episode, Andrena discusses in detail the basic challenges small businesses have and how she helps them.
148: Steve Wollett - The rise of Nerd culture in mainstream media
December 10, 2018 09:00 - 16 minutes - 7.48 MBSteve is the founder of Nerd Rage News, a vertically Integrated company that focuses on creating and distributing first class content and intellectual property across multiple platforms. Nerd Rage News is comprised of an extremely devoted group of nerds with and intense love of the written word and visual media. Their mission is to entertain and inspire all generations of Nerd Culture. In this episode, Steve discusses the rise of nerd culture in the mainstream media.
147: Sharika Punwasi - How to build a high-end kids fashion brand in Africa
December 03, 2018 09:00 - 15 minutes - 7.32 MBSharika is the founder of My Cotton Tree, a fashion brand that creates comfortable, stylish clothing for children that allows them to move freely and fearlessly to explore a world of delightful possibilities. In this episode, Sharika shares tips on how she built her brand using strategic partnerships from highly skilled Africans from across the continent.
146: Nthabiseng Dube - HR and Payroll solutions for your business
November 26, 2018 09:00Polish Management was formed by Nthabiseng in 2014 after identifying a gap in enterprises that independently run their own HR and Payroll functions with little understanding of regularities around the employment practices within the industries they operate in, leaving them vulnerable to high penalties and interests accumulated due to lack of knowledge. In this episode, Nthabiseng shares her journey in founding the business and lessons learned along the way.
146: Nthabiseng Dube - HR and Payroll solutions for your business
November 26, 2018 09:00 - 18 minutes - 8.34 MBPolish Management was formed by Nthabiseng in 2014 after identifying a gap in enterprises that independently run their own HR and Payroll functions with little understanding of regularities around the employment practices within the industries they operate in, leaving them vulnerable to high penalties and interests accumulated due to lack of knowledge. In this episode, Nthabiseng shares her journey in founding the business and lessons learned along the way.