The CX Podcast R&R
Creating and delivering the best customer experiences is the single most important thing that businesses can do today. Give yourself some R&R time and think about the experience you are giving your customers. Rhian Huxtable is an award-winning, nationally recognised CX specialist with a passion for improving the experience business gives its customers. Richard Knight is the ’customer experience bloke’ who works across multiple sectors to close the perception gap between a business and its customers to deliver success for both parties.
Episodes
In this episode Richard and Rhian warble with Alistair Tudor from Stephens' Scown, a regional law firm with offices across the south-west of England.
Alistair shares how as Head of Transformation and Client Delivery, he has worked with the team at Stephens' Scown to deliver world-class client experiences. He reveals the stages of transformation and tips on how to delight clients and customers,
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In this episode Rhian and Richard warble about random versus intentional and differentiated customer experience. They provide insight into the impact of random customer experience on revenue and delve into the latest data from the insight6 professional services sector report - how well do legal, accountancy, financial and property firms handle initial enquiries?
The full enquiry handling report is available to download HERE
In this episode join Richard and Rhian from insight6 warble about how cost cutting in the new financial year can impact CX and how another coffee could be the answer! Plus you can also access the FREE CX Checker. What level of CX does your business currently deliver?
FREE CX Checker quiz - https://cxchecker.scoreapp.com
This podcast is produced by insight6 - www.insight6.com
In this episode join Richard and Rhian from insight6 warble about what to expect in 2025, how deliver great cx and how to access the FREE CX Checker. What level of CX does your business currently deliver?
FREE CX Checker quiz - https://cxchecker.scoreapp.com
This podcast is produced by insight6 - www.insight6.com
In this episode join Richard and Rhian from insight6 as they talk to their colleague from Wales, Mel Evans, all about top tips for attractions, leisure and hospitality companies as we enter the holiday season.
This podcast is produced by insight6 - www.insight6.com
This month the west country warblers, Richard Knight and Rhian Huxtable, talk to Lee Trowbridge all about CX highs and lows of working the holiday sector.
Lee and his wife book bespoke travel experiences you'll never forget. Join us to hear more about how Lee delivers great CX for his customers and how the travel industry are treating its customers when we venture for our 2 weeks of rest and relaxation.
Get in touch with Lee on ...
This month Richard and Rhian warble all about the UKCSI data and what it means for your business. Where can you take a competitive advantage with your CX?
Find out which CX Zone your business operates in with the FREE THE CX CHECKER
In episode 76 Rhian and Richard warble about change. The speed and size of change have an impact on us and our customers. The gents discuss what effect this has on CX and how to approach your CX to manage change.
Has the traditional law firm had its day?
This month Richard Knight and Rhian Huxtable warble with Lee Taylor from Woodstock Legal. Lee talks all about marketing and client experience at Woodstock providing insights into the impact a consultancy model has on client satisfaction and loyalty.
Join Richard and Rhian for their latest warble from the west country. This month, what do we need to focus on to ensure customer success in 2024 and beyond? Tune in to find out!
In Episode 73 of The CX Podcast R&R Richard & Rhian are warbling with Ian Kelsall, a fellow insight6 CX Director, all about how CX has played out in 2023 and what to expect in '24.
This month the west country duo, Richard Knight and Rhian Huxtable, warble all things festive season. Listen in to learn their 5 top tips to deliver great customer experiences during the festive period.
This month Richard Knight and Rhian Huxtable talk to Tony Day from Adstral Fulfilment about how it's not just about 'picking and packing' in the fulfilment sector. Learn all about how CX is core to the success of a logistics business and that the most important part of keeping clients happy are the employees.
After the summer break, Richard Knight and Rhian Huxtable return with another warble about CX on holiday and the recent UKCSI report on customer satisfaction in the UK.
This months warble has Richard Knight and Rhian Huxtable talking to Ollie Jackman from Agile Comms about their business model that has been designed from the customers point of view. Hear about the customer centric start-up from Plymouth and how they taken the traditional telecoms model and flipped it on its head!
This month Richard and Rhian warble with Jon Ducker from The Haines Motor Museum about why listening to customers is so important in todays world plus how emotion impacts a visitors experience. We also find out what Jon's favourite motor is at the museum!
In episode 67 of The CX Podcast R&R, Rhian and Richard warble with Claude Weston from Casterbridge Wealth all about the Consumer Duty Regulations set out by the Financial Conduct Authority. Claude talks about how the regulations can be translated into real world actions and what Casterbridge Wealth have been doing to put their clients at the heart of what they do.
This episode Richard and Rhian are joined by Tom Hadley from SUFU who is talking all things branding and how it impacts CX.
Tom gores into details on the old school marketing and how behavioural science can be the gane changer for a brand and the experiences delivered to customers.
This month Rhian Huxtable and Richard Knight from insight6 discuss the movers and shakers in the CX world. Plus they talk about how every organisation can step up their CX level in 2023.
In this episode Rhian and Richard warble about what 2023 holds for businesses when it comes to CX. They chat about AI, parcels and regulations from the Financial Conduct Authority.
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