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.

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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)

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

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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.

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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

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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!

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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)

Alain Kerloc’h is a renowned restaurateur and sommelier who co-owns the acclaimed, Michelin-star, OX restaurant in Belfast, Northern Ireland. He has founded and managed various influential eateries including two of the best restaurants in the world; l’Arpège in Paris and Mirazur in Menton.

🍷🍴Join us for a Michelin-star insights experience!🍴🍷

As a 16-year-old, Alain’s career commenced as a catering college student in Brittany, France, during which he worked in local Michelin-starred restaurants, becoming maître d’ to the admiral of the Brittany navy as his military service. He co-found Mirazur in the French Riviera with Mauro Colagrecco, a restaurant that gained its first Michelin star after just ten months, then went on to gain three stars and be declared the #1 best restaurant in the world.

During this episode, Alain shares industry ‘secrets’ from hospitality on building trust and loyalty by delivering exceptional customer experiences—and recovering them when things go wrong! You’ll discover that great people and employee experience is a prerequisite for delivering outstanding customer experiences and how every role matters.

https://adoreboard.com/trust-builders-with-ox-belfast-alain-kerloch/

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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)

💟 Transforming Patient Experience: Join Anita Hodge, National Manager of Patient Reported Experience and Outcomes at Healthscope as she shares over 20 years of powerful insights into crafting unforgettable human experiences and dramatically improving patient outcomes on Trust Builders podcast.

Behind every number, there’s a person!

👀Prepare to be captivated as Anita pulls back the curtain on wisdom and insights gained from more than two decades of hands-on healthcare.

💕Her journey takes you from the front lines of clinical nursing as an angiography specialist to leadership roles in risk, quality and patient experience.

You’ll learn how Anita and the Healthscope team have combined technology with human psychology and emotion to take their patient experience to the next level, leading to a 25% improvement in NPS and a 65% increase in patient trust.🚀

Most importantly, learn how you can apply these principles and learnings to your own practice, be that patient, customer, employee or student experience.

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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)

Meet Fabiola Corvera-Stimeling, a trailblazer in digital transformation and customer experience leader with over two decades of success spanning roles in financial services and healthcare alongside manufacturing, professional sports teams, and not-for-profit organisations.

As a master of human-centric, emotion and trust-based strategies, Fabiola orchestrates customer and employee-focused digital transformations that propel growth and satisfaction for all involved. Her secret? Weaving together people, processes, and platforms into sustainable success.

Fabiola’s extensive experience includes roles at Allstate, MetLife, and, most recently, three years as Vice President of Client Experience at Northwestern Mutual. Her broad professional expertise, combined with her doctoral research in service innovation and her bestselling book, “Voiceless Customer: Why Customers Leave,” cements Fabiola’s status as a thought leader in CX.

Named among the top 100 Hispanic tech professionals in 2024, this sought-after leader isn’t just transforming businesses—she’s also investing her time in shaping the future by mentoring tomorrow’s leaders.

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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)

Wall Street Journal best-selling author and Employee Experience advocate, Monica Parker joins us for an exciting session on wonder in the workplace — this one on Linkedin AND live from Belfast.

As founder of global human analytics and change consultancy HATCH, Monica’s clients include blue-chip companies such as LinkedIn, Google, Prudential, and LEGO, for whom she challenges corporate systems to advocate for more meaningful work lives.

Featured regularly by platforms including The Guardian, Fast Company, and TIME, Monica has also appeared on CNN and BBC Worldwide as an authority on organizational culture, change management, and inclusion.

“People don’t leave their jobs. They leave their bosses.”

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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)

Donald Chesnut has been CXO for some of the world’s leading brands. He joined General Motors as Chief Experience Officer in January 2021. Prior to which he was CXO of Mastercard and Sapient.

Donald, a renowned expert in customer experience and product design, shares his insights on how brands can foster meaningful connections with their customers. We explore the power of storytelling, the importance of person-to-person interactions, and strategies for navigating challenges while maintaining trust.

With experience spanning more than 25 years of CX, EX and UX, working at places like American Express, Razorfish, American Express, and Siegel & Gale, Donald has helped to create some of the most successful digital products, platforms, and experience transformations for companies such as Disney, Target, Wall Street Journal, RBS, AT&T, Carnival Cruises, US Bank, United Airlines, Nissan and many more.

Enjoy!

First aired Tue, Jun 4, 2024 on Linkedin Live.

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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)