In this episode of the Trust Builders podcast, Caroline Winwood, a seasoned professional with extensive experience working for leading global brands such as Dyson and Pepsi, shares her expertise on customer experience and transformational leadership.

She recounts her career journey, beginning with her early days at Walkers Crisps, where she learned the power of personalization by building relationships with local businesses. Caroline explains how understanding customer needs, asking the right questions, and aligning on business goals are crucial to creating meaningful customer experiences.

During the episode, Caroline emphasises the importance of internal alignment, transformational leadership, and fostering emotional connections to drive loyalty and engagement. She advocates for a balanced approach to customer experience—combining product-centric and customer-centric strategies—and highlights the role of operational teams in designing seamless customer journeys.

Yes— another CX leader giving a big shout out to the importance of employee engagement and a holistic approach to ‘human experience’.💕

Using powerful metaphors and real-life examples, Caroline provides actionable insights on orchestrating a cohesive and impactful customer experience that delivers emotional and business value.

Caroline discusses data-driven transformation, distinguishing it from continuous improvement, highlighting strategic planning, innovation, governance, and employee engagement as essential for impactful organisational change and building trust.

—

Trust Builders - the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES

Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)

—
#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights #TransformationalLeadership #CustomerJourney

---
Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the “end-to-end” physical and digital CX at Southwest. He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the highest customer satisfaction ratings for economy US airlines in multiple studies. ✈️

Aside from his professional achievements, Bill is a happy father of five children and a Boston native with an education in political philosophy.

Starting the conversation, Bill explains the two elements of trust: competence and compassion.

He explains how trust begins internally, with a mindset and policies that prioritize people’s needs, and this mentality naturally extends to customer relationships, creating a foundation for success. Then we talk about the importance of celebrating the power of human connection, where moments of connection reflect the deeper impact your business can have on people's lives and create a sense of pride and purpose for your team.

Next, we discuss the importance of hospitality, where communication and empathy can create unpleasant circumstances not only bearable for customers, but completely turn them around into something special that builds loyalty. He also explains how AI and other digital solutions don’t often work in these kinds of situations.

In terms of building loyalty and retention through the customer journey, the role of transparency and flexibility in maintaining trust, the importance of listening to customer feedback and addressing their pain points, balancing personalization and maintaining human touch in a world full of technology. and ofcourse, the importance of establishing a great employee experience.

—

Trust Builders - the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES

Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)

—
#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights

---
Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

In this episode, we explore the often-overlooked subject of "end experiences" concept of "Endineering" in the customer experience journey with Joe McLeod.

Joe is a pioneer in consumer experience endings, Founder and Head of Endineering at andEnd, a TEDx speaker, and author of Ends & Endineering. He also mentors top brands in impactful offboarding.

During today's conversation, Joe emphasizes the value of designing thoughtful end-of-life experiences rather than on legislation or guilt-based approaches.

Whether you're a leader in customer experience or a business professional, this episode is packed with actionable insights to help you rethink the role of endings in the customer journey.

Tune in now and learn how to create impactful end experiences that create a desire for the 'leaver' (and their family & friends) to return and do business with you!

---
Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)