CX Club Podcast with Ian Williams Transistor (https://transistor.fm) https://feeds.transistor.fm/cx-club-with-ian-williams The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation © 2025 CX of M Radio 5e3c18be-f4a4-5de4-97e9-3fcd8f352dd6 no en Fri, 09 Feb 2024 15:09:26 -0500 Tue, 02 Dec 2025 16:48:26 -0500 https://img.transistor.fm/WaO0ZIRNVFUBD4z1TeFi-ooHUkPEnL21TXJrn5GRxwk/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzE0OTgxLzE2MDI1/NjM3NTEtYXJ0d29y/ay5qcGc.jpg CX Club Podcast with Ian Williams episodic CX of M Radio The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation The CX Club podcast looks at the good, the bad and the ugly of the CX world... Customer experience, CX Club, CX Transformation CX of M Radio No No Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise 12 12 Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise full d7d20366-af8e-4664-8dd1-7abe1584ffd8 https://share.transistor.fm/s/83180bac Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.

]]> Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.

]]> Wed, 13 Jan 2021 18:52:01 -0500 CX of M Radio CX of M Radio 701 Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise. Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the Customer experience, CX Club, CX Transformation No Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point 11 11 Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point full d1bc0170-9f6d-46b8-ad62-8303e0b82afb https://share.transistor.fm/s/8926d3f0 Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?

]]> Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?

]]> Tue, 05 Jan 2021 16:58:39 -0500 CX of M Radio CX of M Radio 559 Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point? Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point? Customer experience, CX Club, CX Transformation No Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business 10 10 Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business full 3e82249e-0f5c-4b52-ad8c-35cde6d5d0b9 https://share.transistor.fm/s/6adfeaf7 Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?

]]> Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?

]]> Wed, 30 Dec 2020 06:00:00 -0500 CX of M Radio CX of M Radio 342 Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management? Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management? Customer experience, CX Club, CX Transformation No Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience 9 9 Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience full b51910bf-abf0-47c5-a191-9ebdb2e92150 https://share.transistor.fm/s/66392e19 Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...

]]> Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...

]]> Wed, 23 Dec 2020 06:00:00 -0500 CX of M Radio CX of M Radio 248 Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight... Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight... Customer experience, CX Club, CX Transformation No Episode #8 - Customer Experience Principle #7 - Forget Customer Experience 8 8 Episode #8 - Customer Experience Principle #7 - Forget Customer Experience full b9aa8422-5af6-4ea7-9d67-4350d0c7d698 https://share.transistor.fm/s/a62a0173 If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience...

]]> If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience...

]]> Wed, 16 Dec 2020 06:00:00 -0500 CX of M Radio CX of M Radio 227 If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience... If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience Customer experience, CX Club, CX Transformation No Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation 7 7 Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation full 293e794f-5163-4f24-bf67-d1c9ee2a2cd7 https://share.transistor.fm/s/e3f19787 You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.

]]> You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.

]]> Wed, 09 Dec 2020 11:21:07 -0500 CX of M Radio CX of M Radio 313 You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise. You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise. Customer experience, CX Club, CX Transformation No Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link 6 6 Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link full 9e42a81f-e034-4187-b23b-29d0bd1a2360 https://share.transistor.fm/s/22e87f80 You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play. 

]]> You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play. 

]]> Wed, 02 Dec 2020 09:55:37 -0500 CX of M Radio CX of M Radio 213 You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play. You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play. Customer experience, CX Club, CX Transformation No Episode #5 - Customer Experience Principle #4 - Customer Experience, Journeys & Stories 5 5 Episode #5 - Customer Experience Principle #4 - Customer Experience, Journeys & Stories full c4ae3b75-6575-4981-b3fd-f0f8e2c5ec27 https://share.transistor.fm/s/464e1499 Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience. 

]]> Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience. 

]]> Wed, 25 Nov 2020 06:00:00 -0500 CX of M Radio CX of M Radio 281 Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience. Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience. Customer experience, CX Club, CX Transformation No Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function 4 4 Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function full 3c13f192-267e-4d98-98af-82a015834e9f https://share.transistor.fm/s/e6163ef4 Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...

]]> Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...

]]> Wed, 18 Nov 2020 11:23:18 -0500 CX of M Radio CX of M Radio 273 Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem... Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When yo Customer experience, CX Club, CX Transformation No Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing 3 3 Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing full 4f28a977-8390-471b-9e96-00701b282253 https://share.transistor.fm/s/4cdbe311 In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the experience the customer gets doesn't just come from the service, it comes from the product & channel experiences too...

#cx
#cxclub
#podcast
#customerexperience

]]> In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the experience the customer gets doesn't just come from the service, it comes from the product & channel experiences too...

#cx
#cxclub
#podcast
#customerexperience

]]> Wed, 28 Oct 2020 19:36:16 -0400 CX of M Radio CX of M Radio 318 In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the experience the customer gets doesn't just come from the service, it comes from the product & channel experiences too... #cx #cxclub #podcast #customerexperience In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the exp Customer experience, CX Club, CX Transformation No Customer Experience Principle #1 - Customer Experience is something the customer gets 2 2 Customer Experience Principle #1 - Customer Experience is something the customer gets full c3715dd9-9616-4670-96a9-e07af355fdb8 https://share.transistor.fm/s/cef2ff66 Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...

]]> Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...

]]> Wed, 21 Oct 2020 12:09:14 -0400 CX of M Radio CX of M Radio 180 Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem... Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional Customer experience, CX Club, CX Transformation No An Introduction to the CX Club Podcast 1 1 An Introduction to the CX Club Podcast full ca98d96c-935e-4ba8-9fb8-d7785e171295 https://share.transistor.fm/s/bec00940 The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: 
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

]]> The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: 
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

]]> Wed, 14 Oct 2020 18:25:46 -0400 CX of M Radio CX of M Radio 504 The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: Shows 2 - 12: CX Principles - establishing the appropriate mindset fo Customer experience, CX Club, CX Transformation No