ROAR Members

Access the full podcast series here Key Takeaways Understand Customer and Employee Pain Points Organisations must prioritise identifying pain points to enhance experiences effectively. Interdepartmental Alignment Collaboration among sales, marketing, and service teams is crucial for success. Clear Goals and Stakeholder Alignment Establishing shared goals and ensuring stakeholder alignment is essential for successful customer experience (CX) initiatives. Transaction Taxonomies Mapping taxonomies helps companies visualise and evaluate the complexity and frequency of customer interactions. Assess Organisational Maturity Determining maturity levels is… Read more

Access the full podcast series here Key Takeaways Growing Enterprise Interest Enterprises, particularly in the customer experience (CX) domain, are increasingly exploring outsourcing, even those that have never used it before. Adapting to Complex Demands Businesses are recognising the need to adapt to complex customer demands, making outsourcing a viable option. Cultural Alignment is Critical The success of outsourcing relationships depends heavily on aligning cultural values between enterprises and BPO partners. Selection Criteria for BPOs Enterprises prioritise the following when… Read more

Access the full podcast series here Key Takeaways The Power of Storytelling: Storytelling is pivotal for gaining alignment and promoting a shared vision, especially in customer experience (CX). Avoid Bullet-Point Overload: Traditional bullet-heavy presentations are ineffective; CX strategies should be communicated through emotionally resonant narratives. Active Listening: Crafting relevant CX initiatives requires active listening to stakeholders to address diverse needs across organizational levels. Global Challenges: Global brands face unique CX challenges due to varying cultural expectations and market perceptions across… Read more

Access the full podcast series here Key Takeaways Innovative Integration: The integration of social workers into essential service organisations, such as energy companies, is a novel approach to customer support. Industry First: Octopus Energy is the first energy company to employ in-house social workers to directly assist vulnerable customers, setting a potential precedent for other sectors. Holistic Support: Social workers provide a holistic, empathetic approach to customer interactions, showcasing how cross-disciplinary roles enhance service delivery. Corporate Responsibility: Octopus Energy’s initiative… Read more

Access the full podcast series here Key Takeaways Embrace Change: Seize opportunities for growth, even when they involve significant shifts from your current role. Authentic Leadership: Demonstrating vulnerability fosters trust and collaboration within teams. Voice of the Customer: Understanding customer feedback is invaluable across departments, including supply chain and contact centres. Leveraging Diversity: Effective teams harness the unique strengths and diverse skill sets of their members. Continuous Learning: Embracing a mindset of growth—such as being the "stupidest person in the… Read more

Access the full podcast series here Key Takeaways The escalating conflict and restrictions faced by women globally may lead to a more misogynistic society by 2025. AI technology is set to revolutionise the workplace, enhancing productivity and value for organisations. Transitioning to regenerative systems could empower communities and promote sustainable economic growth. Persistent fragmentation across geopolitical, digital, and social domains poses a significant risk to global stability. The 'war on women' narrative highlights the urgent need for protective policies and… Read more