Customer Service Gold Dust Podcast

Welcome to Episode 14 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Specialist and fellow author, Jonathan Daniels. We hear him talk about how he identified a lack of Customer Experience focus in Brussels as an opportunity ripe for picking; how Agile methodologies are becoming ever more prevalent over time; and why the impact on customers is jus...

Welcome to Episode 13 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Contact Centre Specialist, Garry Gormley. We hear him talk about how his first job at McDonald's gave him some excellent "takeaways"; how Contact Centres are becoming ever more crucial over time; and why human connection in a post-pandemic world will only rise in importance. ------ Y...

Welcome to Episode 12 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Researcher, Justin Robbins. We hear him talk about how the appropriate technology can play a vital role in customer service; the difference between 'customer service' and 'customer experience'; and what he's learned about the paradox of choice. ------ Yo...

Welcome to Episode 11 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Director, Sarah Sargent. We hear her talk about how the pandemic has brought more empathy when servicing the more vulnerable; the importance of applying active listening to every customer interaction; and what she learned about customer service from her delivery man! ------ You...

Welcome to Episode 10 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer. We hear him talk about how Journey Mapping is going to play an increasingly important role over the next 5 years; what he learned about putting customers first without alienating higher management; and why the compl...

Welcome to Episode 9 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Richard Christie, the Head of Customer Success at The Skills Network. We hear him talk about how customer service has played an increasingly important role during the pandemic; why he was able to navigate the past year with empathy, ultimately leading to success; and why cookies can help retain cust...

Welcome to Episode 8 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Jimmy Hosang, the CEO at TMAC - The Modular Analytics Company. We hear him expand upon the role of Artificial Intelligence within customer service, and how sometimes, there are more effective methods of increasing value within a customer base. Jimmy also explains what might be important in a post-pa...

Welcome to Episode 7 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Elaine Lee, the co-founder of ReynoldsBusbyLee. Elaine gives a vital link from the customer directly into the boardroom. Often, honest feedback never reaches the top of a company - Elaine explains how it can help change the entire culture into a more customer-centric one. This can ultimately change...

Welcome to Episode 6 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Carol Burgess, the Head of Service Management at Alphabet GB. Carol gives a fascinating glimpse into the inner workings of a leading Business Mobility corporation; the ways in which Next Issue Avoidance can proactively keep you two steps ahead; and how empathy has become a truly transformative way t...

Welcome to Episode 5 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Gerry Davies. Together, they give some incredible insight into the recent history of customer service; the most transformative technologies; and how to nurture a company culture in order to stave off against employee attrition. ------ You can find Gerry online at https://www.linkedin.com/in/gerrydav...

In this episode, I’m joined by Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming. We talk about Kayle’s introduction to customer service, starting in a hair salon, how not to overcomplicate customer service, Kayle’s hiring strategies putting personality over qualifications, and the adaptation to ‘online’.Kayle shares some really invaluable insight into virtual customer service,...

Welcome to Episode 4 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Bryan Horn, the founder of CX Solutions. Bryan gives a fascinating insight to how his experience with homelessness helped shape an entire outlook of customer service based around empathy. He gives some wonderful examples of companies which strive to improve - such as Disney and Ritz-Carlton - and te...

Welcome to Episode 3 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Francesca Rea, the hugely experienced operational leader throughout many companies - and currently Director of Customer Service and Service Delivery at NewDay. We hear about her broad history of improving companies and remaining on top of multiple customer service channels. Francesca also explains w...

Welcome to the Customer Service Gold Dust Podcast. UK’s only podcast where real Customer Experience professionals share their journey, insights, challenges, and current focus in an ever-changing Customer Service landscape. In this episode, Gavin looks at what you can expect in coming episodes, guests and how the “Gold Dust” that they share will help you to create exceptional Customer Experiences t...