Here’s what we covered:
🧠 CX-ISM: A philosophy for building purposeful, empathetic customer experiences
📊 The 3 S’s: Success, Satisfaction & Sentiment
🤝 The EX–CS Loop: how employee experience fuels customer success (especially in contact centres)
💬 The psychology of CX: memory, emotion, behaviour, and what really shapes loyalty

My conversation with WordNerds covered the importance of building a customer-centric culture within organisations, focusing on customer experience, employee empowerment, data-driven decision-making, open communication, continuous improvement, and cross-department collaboration.

I also answered questions on the challenges of getting buy-in from stubborn departments and the need to start small and track progress when implementing new policies. The conversation provided some great case studies of successful initiatives and strategies for nurturing a customer-centric culture.