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

As part of this MasterClass, we dive into : What is Customer Experience (CX) The difference between Customer Experience and Customer Service Getting CX started within your organization Can CX work in the SME sector Voice of Customer (VOC) Structured & unstructured data How to avoid failure of CX and lots more, including some country music!