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THE FIRESIDE CHATS PODCASTS

Check out our most recent podcasts!

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"BUILT TO WIN" with Annette Franz, CCXP

Neal Topf is proud, and a little bit fanboying, to welcome back to the podcast the esteemed author, Annette Franz.

 

Following on from the success of Annette's first book, "Customer Understanding", Annette's second book, "Built To Win", promises to reshape how companies and individuals look at employee experience and the difference between customer-centric vs customer focus.

 

Annette takes Neal on a whirlwind tour of the book, she touches on the 10 principles that help change the culture, why changing culture is hard and how can you measure culture.

 

We also get to hear a bit about what drives Annette, why did she want to write this book, what was her why.

 

All of the above, and more, are discussed in the podcast. Download to find out more!

Fireside Chats Season 3 : Episode 2, Built To Win, with Annette Franz
00:00 / 24:54

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Fireside Chats Season 3 : Episode 1, with Adrian SwinscoeArtist Name
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Fireside Chats Spotlight on Business of CX with David Koning and Robert BambergerArtist Name
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MEET THE HOSTS

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NEAL TOPF

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PAUL CATHERALL

Fireside Chats Without The Fires, THE customer experience podcast. On a weekly basis, your hosts, Neal and Paul and a wide variety of guest, shine a bright light on all things contact centre and BPO related. This is the podcast that gives you the edge

when it comes to customer experience!

President of Calzilla and ICMI Top 50 to follow, Advisor to Call Centre execs and a customer experience thought leader. Neal has been in the BPO industry for over 10 years and is passionate about giving customers the best customer experience.

Paul has been in the BPO industry for nearly 20 years and has worked with some global brands. He brings a dedication and experience to customer experience that is rarely seen.

 
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"Customer Service is a ministry, it's the chance to love on people, to over deliver and just do the right thing. From time to time it's also the chance to restore faith in humanity."

- Vicky Cherne | Fireside Chats Episode 36: "CX - Where, Why & How..."

Episode 36 - “CX - Where, Why & How” with Vicky CherneArtist Name
00:00 / 31:22
 

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