If your organization is considering #outsourcing or is in an #outsourcing partnership, this episode of MasterClass CX is for you! Our guest on the podcast Ian Golding (CEO & Founder - Customer Experience Consultancy Ltd) shares his perspective with Nithin Lobo on how organizations could drive #customerexperience strategy with their #outsourced partners. They touch upon the #human #digital interaction and how this could play out in the future! Lastly, Ian Golding & Nithin Lobo discuss - how smaller businesses could keep pace with the likes of Amazon and Uber who seem to have got customers and markets so comfortable with on-demand services.

Enhancing the passenger experience at airports with Virtual Queuing. We talk to Kasper Hounsgaard founder and co-ceo at Copenhagen Optimization and dive into how Virtual Queuing is helping passenger breeze through airport security. #CX #passengerexperience #airports

Annette Franz and Nithin Lobo talk through the basics of Customer Journey Mapping and Shifting to a Customer-Centric Mindset. As part of this MasterClass, we dive into : Customer Journey Mapping Key stakeholders required to Journey Map What to avoid whilst Journey Mapping Building and maintaining a Customer-Centric Mindset 10 foundational Principles of a Customer-Centric Organization Communication to drive culture