🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧
😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change!
📈Taking a bank from the bottom to the top of CX
👂Talk with...and LISTEN TO...your front line! (without the supervisors)
🔧Operational back end must be in sync with front end CX promises
🎉Global Employee Experience differences matter - That San Antonio celebration may not play as well in Eastern Europe
🧳Traveling to the Shire
📸Faran's photography exhibited around the world!
Episode resources:
Faran Niaz: www.linkedin.com/in/farann/
TRANSCRIPT
Rick Denton: 0:05
You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. If you're in the customer experience world, you've probably seen today's guest Faran Niaz. As one of the most visible voices of CX certainly in the Middle East, but really worldwide, Ferren shares his customer experience, wisdom, wisdom that was gained with over 25 years in the industry. 25 years you say? We were hardly calling things customer experience then. Right? Exactly. And that's what make Faran perspective so valuable. He's been there from the early origins of the space. In addition to the calendar depth, Faran has a wonderfully global set of experiences that helped shape his CX perspective today. He even warms your CX passport hosts heart by saying he's been to my home state of Texas here in the US on a visit to San Antonio. Along with a bevy of speaking experiences, Faran recently was published as part of customer experience for which released earlier this year. I'm extremely excited to learn from Faran's expansive CX wisdom. Faran, Welcome to CX passport.
Faran Niaz: 1:33
Thank you very much. I absolutely love the introduction. seyou so much. It was quite
Rick Denton: 1:39
well, next time you're speaking, I'll be happy to introduce you. I would love that you've got such a storied background. And it's so much fun to get to know you and learn about that. And I'm eager for our listeners to hear some of that today as well.
Faran Niaz: 1:50
Yeah, my absolute pleasure to be here.
Rick Denton: 1:52
Oh, that's awesome. Makes me feel warm. Well, before you started your consultancy CX future, you were in a bank. And that bank was ranked in the 20s years ago for CX, but is now at the top of those marks. And those are real marks not just marketing. The government ranks companies more about that later. Walk us through how you started that journey and what it took to get to number one.
Faran Niaz: 2:14
Yeah, they interesting. In your conversation, you mentioned something that in 25 years, and that sounds a lot of time, but I'm very proud that I've been in this field, passionately. Yes, I've seen it moving from service to many other words, which have been used words like hospitality. Okay, some other words, and then the customer experience, which is pretty new came my journey with the last bank was quite interesting. In fact, I started with Citibank for and I was at Citibank, 10 years, including some time in Russia as well. And then I was brought into YUI, we were by one of the largest banks here, three years, I worked for them. And then I was quite, you know, thank God, it was kind, I was picked up from the market by the CEO directly for this bank, and he said, around, or services very bad, you need to come and fix this point of time, they didn't realize what it meant. But then he shared with me a list which the government has you set up with a private company, they publish it with the rank each bank, or a certain criteria is which bank is the number one banking service and customer experience? And this bank was number 23, out of 27? Wow, okay. I love challenges I love and I immediately realized, whoa, you know, this is a canvas. This is a huge bank, they have ambition, and they want to be better. What I really liked is that the CEO, was directly passionate was so passionate about customer experience. And I think most of the organizations that do so well, where the customer experience trickles down from top to bottom. Yeah. And it's a passion from the C suite itself. So I had that kind of support. And when I look back, those 10 years, it took us about two and a half, three years to reach the number one. I mean, we it was a journey from 23rd. I remember we went to 18 82/3, and then one, then for last seven years and eight years number one bank and customer experience in YUI. won multiple other awards. How did we do it? I have a very simple formula. There are two things that I did a lot of frameworks people use. I'm, I love frameworks, but I'm not a framework person. I am a hardcore person who goes in the field, dispense what the customer wants. Simply if you listen to the customer, and second most important thing, which to me is the most important one. Listen to your staff. Listen to your employees, because they're the ones who are delivering the service, the amount of information that I got from my staff who told me what was going wrong, and what customer really wanted and what they was doing. That helped me to bridge the gap.
Rick Denton: 4:57
I want to hear more about that. But I just want to interject and say It is amazing how many companies don't listen to their front line. They invest heavily in tools, they invest all sorts of social listening, pas and all that. And those aren't bad. But if you aren't just asking your front line who interacts with the customer, Hey, what is it the customers love? What is it the customers hate? You can get so much insight just right there. It's amazing. And I'm so glad to hear that that was a part of that. So sorry to interrupt the journey that you were going through. But it's so important.
Faran Niaz: 5:29
Yeah. Let me clarify a little bit more about listening needs. Yeah, yeah. Organizations that are listening to their customers. But there's a difference between listening and understanding what they want. Yeah. So for example, for me, it's very important because I rose to the ranks. I started my career in a call center. I know exactly what that people those people want. They want somebody to know their problems. They want somebody that if the organization is making a promise, can this promise be meet, it's very easy to give them a script that says, Oh, sir, open an account with us, you will get your let's say, account open in three days, and you'll get your credit card in four business days. But if the backend and operation is not in sync, and the part is done in seven days, that promise is lost. The guy has done an amazing job, the front end is polite, polite, they're understanding the scripted, they're doing a great job. But for customer that promises lost, and who knows the well loses the value and the face is the front end. So what I was doing, I made sure that whatever was being promised, was being delivered. So I created not I was not just listening, I created a I would call it a sense of trust. So this was a trust, they say, Oh, it is a guy who's here to really, really help us, I made sure that they got a lot of stuff. For me, the first call resolution is very, very important. The call center the front end. So here's a very simple formula. And for many organizations, I'm sure upon this formula, listen to your stops, listen to the customer, but read through the lines, listen and read what exactly they want. Give it to them, there'll be on your site.
Rick Denton: 7:15
And it's something you said in there. I'm getting all excited here, because you and I are even more of a shared mind than I think I even realize that idea of listen. But then you're talking about an act and do something about it and be earn that trust by actually doing something about it. You know, one of the things that really intrigues me so much about what you said, is equipping that frontline, that idea of first call resolution, giving them the tools to be able to deliver on that experience. And then extending that one level further. I mean, my company name is execution for customer experience, that operation side of it, that it's great if you've developed empathy, it's great if you've developed your your staff to be incredibly kind and thoughtful, and probing in there questions. But if you don't have the back end operations, you aren't delivering great customer experience. So that is something that really intrigued me in what you you said about that story is not just frontline, not just CX, but that operational backend has got to be complete in sync.
Faran Niaz: 8:17
Absolutely. And here comes the difference between customer service and customer experience. Experience service is the transaction is my interaction with the stop, but the experience is the end to end journey. Yeah, that's what the customer is looking for. Now, whichever channel whichever mode, they connect to the organization, not just a financial institution, any organization that becomes the face of that organization, and that journey starts there. Sometimes the journey needs to end there.
Rick Denton: 8:46
Yes, yes. And that idea of end to end. It's so funny. I there's a conversation I'm going to have with a fellow customer experience colleague on Wednesday, Nicolas Eisler, he and I are going to do a LinkedIn live event and your episode will release after that. So I guess I'm talking about the past while I'm talk about the future. But we're talking about exactly that. And He even talks about that idea of the end to end aspect of it. The definition of end to end has different meanings inside of a company. And so what does that look like when you say end to end is so important. And I can see why that is how you were able to guide that bank from languishing in the 20s to being top number one.
Faran Niaz: 9:21
True. And I think if I would just quickly define this into it for me. small difference, the organization should not define that end to end, the customer needs to define the end. Yes. Oh, so it doesn't matter how well we think that journey looks like but if the customer doesn't agree with it, if the customer doesn't approve of that journey, then that's where the small differences.
Rick Denton: 9:46
That's so true. So let me ask you this, you you with a with a multiple decades of experience. You mentioned Russia, you mentioned other elements of your background. You know you've got responsibility that crosses international borders and cultures, you've had to deal with customer experience that isn't just where you are physically. It's also not just the customer experience, that is what you grew up with. But you you've had to do this across the globe. So there has to be some unique elements in delivering customer experience, when it's that scenario, how have you ensured customer experience meets the needs of that wide diversity of cultures and regions?
Faran Niaz: 10:23
I think, excellent question. Two elements to this, we're talking about customer needs. And then you're talking about cultures. So when I come, let me define customer needs. It doesn't matter which culture which continent, which area your customer needs are similar. A customer wants quick service, a customer wants the things to be done on time, the customer wants the best, you know, allow experience, empathy, and they want that to be heard that across is the same. So no matter which region you are, I have seen I mean, I've seen customers from all parts of the world, almost every continent, very simple. They wanted their stuff to be done. They want somebody to listen to them, they want somebody to help them, when they have a problem. They want their problems to be solved quickly, right. And they want best product or service. And that's when it comes to culture, because that's where the delivery comes in. Yeah. And culture very important to understand. And I think I was very privileged. It's not that I had the privilege to work with those, I had the opportunity to learn myself. There was so much learning, when I moved from that part of the world. I job as well. And as you said, that Texas when I went to the largest call center, Citibank, and in Texas Center, Whoa, what a I was for me to walk through the aisles, and people are hustling and bustling, and they're enjoying themselves. You know, it was like a bowtie seat for me. And I picked it up and I say, walk, I'm going to go back, I'm going to do the same in Pakistan, when I started the call center. And I brought that, like, for example, this is one thing that I did, like, it's across the culture, we started putting balloons up in the air, each balloon has a free gift. And every time you make a sale, you stand up, and you pop the balloon and everybody claps and those kinds of things. And when I did the same, pushing and saying this, I did the same in Russia, and the student, the concentrated stood up and say, Good luck case, this order by the party. And you realize, oh, my god, the same thing doesn't work in this particular. Yeah. A different strategy. Yeah. And I moved to UAE. It's like a cultural shock. The difference between, you know, it was so gender driven. Okay, did you know that I had separate branches for females. Interesting, separate cues for ladies. Okay. Even in the ATM, if you are a lady and your card, you get an enhanced que you have a priority over the others. It is not because European, it's because of respect in this part of the world. Which is, it's like because they consider the women as the mothers sisters, daughters would be to be taken care of. Okay. So the element of respect when you're in the presence, how you treat with them, how you deal with them, was very different than that I that I saw, you know, over a period of time, it diminished. Same cues, same everything because, you know, obviously, but but that that's what I also in this part of the world, I saw that I could motivate stuff, the local population by creating a sense of internal competition, okay, they love to compete with each other. So if I go to a local guy and say, by the way, you're you're a branch manager, your friend who's another branch manager has better MPs than you. He gets, he gets offended, said no, I want to be better than my friend. Yeah. So that level, it really annoyed me. Because I would go to those people. And so you need to understand the psyche of the of different cultures. And it's very, very interesting how different cultures Yeah.
Rick Denton: 14:17
And so how did you handle things like that. So as you now that you have this experience, you have it. So you know that you can't create the party scene in you know, say a Russian or an Eastern European culture. You know, that the competition is a very important thing in the Middle East culture, you know, that what you just described as respect to women in the Middle East might be perceived as discrimination and other cultures. And so how did you win before you knew this because you know it now. But how did you handle that? How did you go into a new situation where you were trying to learn the culture and be able to create great customer experience and employee experience in a new culture for you
Faran Niaz: 15:00
Excellent question. Again, you have great set of questions. The first thing that I do, and I think which all the senior, you know, unfortunately, when people reach a certain senior level, they don't get their hands dirty. They don't jump into into the pool. My first 30 days is to meet everyone in person. Got it? I leave everything. I'm not meeting, senior leadership. And I'm not sitting with absorb this. I am meeting stuff in the branch. I get to sit in my car. I went to every branch 1500 frontend people make each one of them.
Rick Denton: 15:37
Nice. Wow, that's a lot. That's a huge commitment. Yeah,
Faran Niaz: 15:41
sometimes I would just stick let's say, a set of certain group of individuals, like only the tellers, I've put them in a nice big hotel room and just talk to them without the supervisors.
Rick Denton: 15:53
Yeah, that's important. Very important.
Faran Niaz: 15:55
I think I set off RMs area managers different. And I create. So I created a board with that. And I understood that I would do this with every continent, every place where I went, and I would I would purge. Understand these people and these cultures to the people's own voice. Yeah. I didn't study through books. I didn't study it. Yes, I give you an example where I learned the hard way. But there's so many things that I learned through them and implemented and evaluated, and then you can innovate and you can implement.
Rick Denton: 16:28
Yeah, there's such value in that front line. We talked about the front line on the first question, and it just amazes me it really, I don't have much of a question what I'm about to say here, but it just amazes me how companies or individuals just don't value that individual relationship. I was just in a, an episode with Caroline, or Carolyn Amelie. And hers was what a couple of weeks ago, I think it was anyway. And she talked about exactly that, that when she was part of the global touring element of circus Olay, it was so important to get an understanding of the local culture, talk to the local team that is working there in that place. And it sounds so simple, and so many companies just don't do it. I don't understand why.
Faran Niaz: 17:15
And one thing that I always say that's why if you listen to some of my other, you know, talks and speeches, and even my writing, I even today tell organizations, digital transformation is such an amazing thing. This is the future. But transformation. Digital is an enabler only please technology is an enabler deliverers of service are humans. The organizations who find this right balance between technology and human service are the ones who are going to survive. Because nothing can replace empathy, and a smile of a human being. And a heart touch that a human being can can provide an organization. Remember this,
Rick Denton: 17:55
I just want to pause on that. What an important point and one that hits me straight in my heart. And I love it. I love the idea of and you're right, digital transformation is great. There's so much of the our phones and the digital aspect that we want, we actually desire it in a customer experience. But when we need the human, we want the human and the companies that give us that human it's so important. Now, I'm going to totally switch topics on you here because I just can't hold it in any longer. I'm looking over your shoulder. And I realize it's an audio podcast so people can't see this. But there is a stunning Lego collection over your shoulder here on the screen. How I'm just curious, how did you become to be so intrigued by Legos? Tell me about that collection.
Faran Niaz: 18:32
I am so fascinated about LEGO. And when I was a small kid, I think I already talked to my dad because he used to travel a lot. And every time he would come back from somewhere he would bring Lego for us. Okay, nice. He was children used to Lego, two things. One was another one was mechanic so you can put what we're building. The thing that I found fascinating about Lego was at that point of time, it used to be three pieces. So the whole thing would come with love pieces and you create your own. Sometime you predict a car and then another with the same pieces, you can create a house. So wherever I went, I like creativity. And it gives me a sense of achievement. Although even if you follow a book and you pull instructions, but when you complete a big card, and you see the end product, the sense of you look, I look around and I say I did that. Yeah, I mean I remember when I did my largest Lego piece, which is the Falcon Millennium Star Wars, which is 8000 plus pieces and gravy. is sitting in my room in the middle of people just come and take pictures. I absolutely adore Legos. It's all over my house. It's it's part of my life.
Rick Denton: 19:52
Oh Faran that's so enjoyable. I love that I love the thought of you got started there because your dad would grab a Lego kit from somewhere around the The world and I realized now with shoe we can buy almost anything in the world online. But there was that era that there was something particularly neat that the Lego that was bought in Italy was going to be different than the Lego that was bought in Iceland that was bought in in Ireland, right? So the thought of having these unique things around the world shaping your love of Lego, I love that it certainly fits the spirit of CX passport. And in fact, why don't you join me here in that first class lounge, your dad probably with all those travels would love to have some access to that first class lounge. So join me here. Let's move quickly. Let's have a little bit of fun. What is a dream travel location from your past?
Faran Niaz: 20:37
Question? Yeah. I think first I I love all the discovering travel. I've been very, very thankful to God. I've been to many places. But I enjoy every time going to Disney every Disney
Rick Denton: 20:52
boy, it is amazing that Disney has found a way to delight the kids and delight the adults. It is such a special trip now. Now let's go the other direction. What is a dream travel location? You've not been to yet?
Faran Niaz: 21:02
Yes, there are two places where I probably been deluded eluding me. What is it? Okay. That's a must. Plus, I think for whatever has been there about stories that I just absolutely. And I have not been to Australia in New Zealand side. I'm a big fan of Lord of rings. Right? I want to go to the show. I want to see the Shire
Rick Denton: 21:27
A lot of times when I asked that question, I'll get a guest and they talk about a place and I've been there and I can share that sort of delight you have hit both of my places that I want to go to that are dream travel. Yeah, I think that's a great idea. My son's going to study in Japan a year from now. So let's all go there while he's studying there and university. What is a favorite thing to eat?
Faran Niaz: 21:49
To eat, I love food. And I'm not very picky. The thing is, I'm not very picky. So my box my own food, which is a Pakistani food is is amazing. It's very versatile. It's very, very tasty. So in Pakistani food is quite. I'm very fond of titled. My sister lives in Thailand for 25 years. So I wasn't there a lot. It's like my second home. So I got a fondness of Thai food and beloved spices being Pakistani
Rick Denton: 22:15
boy. And when you get that actual authentic Thai food, I've had the chance to travel there. I have a brother in law, who lived there for years. He's married to a Thai, the home tie is something special. So you're getting a great experience. Now you said you weren't picky? So I don't know about this question. But what is the thing your parents forced you to eat but you hated as a kid?
Faran Niaz: 22:35
What an interesting question. When do we have kids? We have parents that we're probably putting stuff into relies very heavily it's good for you. To hit us. There is a Pakistani drink. And it's very popular. And it's called Let's see. It's made out of yogurt water into a little bit of salt, but it's very healthy, especially when the temperature rises and it reaches around 45 Plus when you drink it, it's really really you know, bitters, you don't it's it's a great digestive pink as well and people love it. I hope no one is listening to me because they would disown me but that's one thing.
Rick Denton: 23:29
Well, we will try to put some sort of disclaimer in the show notes please Faran's awesome. Don't let this one thing cause you to disown him. Oh goodness, what is one travel item not including your phone that you will not leave home without?
Faran Niaz: 23:44
Would you believe that if I tell you another secret? My passion is photography. I have won many awards. My work has been exhibited in Italy in Thailand. Wow. I love photography. And I cannot leave my home without a camera with my lenses. Absolutely not. And that's why I love traveling. Because the way I capture I love to capture the world from the lens of my my camera
Rick Denton: 24:18
I had truly no idea that you've been exhibited in all those places. That's That's brilliant. It's amazing. So now let's go back to customer experience here for a little bit I have always been eager and actually have been actively seeking voices in the Middle East like yours because there's just so much buzz around customer experience in that region. Why do you think there's so much energy around CX in the UAE but really the entire region.
Faran Niaz: 24:43
Remember a while ago I told you with good organizational difference between you know, organization which would be a more customer centric is where it is trickled from the top to bottom right. That's the same case in this part of the world. I have said this in many forums and I'm just gonna say it here as well, this is the only place in the world where I've seen that the government drives customer experience, and others follow in other parts of the world, a good organization, for example, when I was with Citibank, in some part of the world, City was the pioneer of multiple strategies. Right? Right. Another organization, but here, the comic is so far ahead. They would look leave, I have seen things implemented. Why? question that the rule is here is phenomenal. And I'll give you a couple of examples. And that's why you know, people love them. And that's I'm not saying it, because I'm saying it. Yeah. Because I have seen it in other witnesses. Where in the world would you see, the leader of the of the country would go and sit and take a cue in a post office, and he's sitting, and he looks at the queue. And he says, What the 10 minutes, posts are the I remember this post on Twitter, and he said, This is not the service, I promised the people of this country. Wow, this, these people who are doing the service are not amongst us. When the leader says this, this is like a and then he goes to Ministry of Interior, and informs the world world, we read it. I have instructed Minister of Interior to mystery shop, every government organization, in three months, I will publish the top five of water private customer experience, Oh, wow. After three months, you pick up the paper, first page, top five organization, bottom five organizations have in customer experience, with all the criterias names of the CEOs who are the best names of the CEOs whose organization is at the bottom, fight on the sport rewarded. And suddenly, the ones were and he says this is an ongoing every six months, I'll do it. Wow. One day, he goes at 830. He visits all his top of Office offices, government offices, which ever CEO, he does not find on the seat, that person is gone. He said, If you can't be here, how do you expect your staff to be good? This these people are phenomenal. And they feel pride in giving to some people, some organizations, some countries, they live for the people and you can see it. If you if you visit this country, it's not like a fantasyland. It's a place where people take care of you. If I'm not even going to say let's count how many countries probably the only way to do that there is a Minister of Happiness. Minister of Happiness, wow. Okay, a bit of a ministry that's called happiness, interested in Minister of business, the Ministry of possibility of that ministry is to ensure that the people of the country are happy. And you will see the index, Happiness Index or global Happiness Index, you will see all these countries. So I'm just emotionally talking about it. There's so many examples I can give you on technology side. And, you know, you do innovation that they have done it for the entire day. But I just wanted to emphasize is the vision of the leaders which has made it
Rick Denton: 28:08
Yeah, and you're absolutely right. When you say it starts at the top right, that matters. But for you to talk about the top top right, the government top and especially in a culture like that, where the government it is really like the top that that is that's where it starts. But then beyond that, right. It's you said that the energy, the passion, the interest is there. But yeah, they could have said just words, but instead they went into action. And I love that thought of the idea of that that government leader sitting in the post office and then tweeting about it live tweeting their experience sitting there in the post, I
Faran Niaz: 28:40
see their visions, I see their visions, they publish visions regularly 2023 to be to ensure that every government service would be digitalized this vision, clear vision, and then make sure that the meet the deadlines. And today, every service to the government organization is the only place I know where every service to digital is online.
Rick Denton: 29:02
Man, that's
Faran Niaz: 29:04
it smoothed. I mean, COVID. Yeah, we could not do sitting home. I renewed my car, I paid my bills. I did every possible, renew the visa was issued certificates. Everything was done. Online.
Rick Denton: 29:20
I'm sitting, here blown away. I've never had the chance to visit there. Now. I want to visit. I want to experience there. Now. Sadly, I just took a peek at the clock. And we are really out of time. But there's a question that I want to ask you because you've mentioned this to me before and you talked about how so this will be kind of our last question, right? We're closing out with this, but you've spent most of your career in the financial services industry. But I know you've also told me that one of the most important influences you've had was your Disney training. We talked about the magic of Disney, but Disney as a customer service, a customer experience all of that I'm a fan of their approach. I love it and I love that you are as well. But how have you been able to apply the Disney lessons from the hustle fatality industry into your banking industry.
Faran Niaz: 30:03
Yep. First of all, let me clarify one thing, the beauty about customer experiences that it's not industry driven. Amen. It's customer experience, the word itself, its experience of the customer, does not matter which industry. So if you have a call center, does it matter that it's a call center call center that serves a guard, or a call center hotel that sells room or the call center of a telecom company that sells a chip over telephone? The service is the same, the hospitality. So first of all, this is what we've understood that it's all about hospitality. It's all about caring. So what do I brought from Disney is the care element care? Listen, I'll give you one example what I brought from Disney and Zappos. So during my visit, and when I got trained from Disney, I made sure that I went to Cyprus as well, which to be is probably the best organization in the world when it comes to customer experience. I had the honor of meeting Tony as well, these this call center did the same number of concepts of the bite by mistake taking 3000 calls a day. 3000 calls a month. They listen to the customer, a customer comes orders shoes online. And during the conversation, he says that my son is asking for PlayStation, just as a conversation. And within 48 hours, the PlayStation is at the door. Oh my gosh, I can't afford it. This isn't us. His ex army is not about the PlayStation. It's about those people listening to the customers. Yeah, so that's what I brought to my people. I say, Please, take more time with your customer. But understand, listen to every word. Try to see what the customers need. There is a product side to it. There is a human side to it. And there is a emotional side of somebody who's attached to you within an organization. There's an emotion to it. Yeah. So loyalty to me was the most important one does the element that Disney brings loyalty. Zappos brings Apple brings. Amazon brings all the big organizations, they create loyal customers. loyalty comes through, you know, taking care of your customers. And my people came from Emirates Institute, which every training institute, which trains the staff of Emirates airline and Jumeirah Group of Hotels,
Rick Denton: 32:24
and some of the best as customer service there and to know that they've been trained by that Institute as well makes a lot of sense. I love that we close that with that because that is so true that it doesn't matter which industry, the customer compares, you're the customer compares your bank, the customer compares your car dealership, the customer compares your mobile phone company to their best experience not to other banks, car dealerships or mobile phone companies. Brilliant Faran....
Faran Niaz: 32:48
If I may just quickly add I know you're short of time.
Rick Denton: 32:51
Yeah!
Unknown: 32:51
That's why we keep defining and I think the next word in customer experience should be human experience HX,
Rick Denton: 32:57
human experience, the one with human experience I think
Faran Niaz: 33:01
customer experience employee experience digital experience that put together makes it human experience for both b2c b2c Because in the end, it's a win.
Rick Denton: 33:11
Yeah, boy, let's close out with that Faran. It's been wonderful talking with you. I've gotten so many insights all the way from the hey, let's talk about making sure that we get insights from the front line, and that we make the company operationally sound the idea of how global differences in customer experience the fundamentals are the same but perhaps the culture is different. Even talking about your Legos I really enjoyed that aspect of it. It's and closing out with Disney so important and and the the region and the energy that exists there in the Middle East region around customer experience. I'm so glad that you took the time to talk with me today on six passport. I've learned a ton. I know our listeners will learn a ton. And it has just been spectacular spending time with your fare. And thank you so much.
Faran Niaz: 33:51
Thank you so much. It's been my absolute honor to be on CX Passport
Rick Denton: 33:59
Thanks for joining us this week on CX Passport. Make sure to visit our website cxpassport.com where you can hit subscribe so you'll never miss a show. While you're at it, you can check out the rest of the EX4CX website. If you're looking to get real about customer experience, EX4CX is available to help you increase revenue by starting to listen to your customers and create great experiences for every customer every time. Thanks for listening to CX Passport and be sure to tune in for our next episode. Until next time, I'm Rick Denton, and I believe the best meals are served outside and require a passport.
Host - Rick Denton
Rick believes the best meals are served outside and require a passport.
A sought after keynote speaker and CX leader, Rick transforms CX and VOC programs from Survey & Score to Listen and Act.
After a successful corporate career, Rick launched EX4CX - Execution for Customer Experience to bring CX victories to a wide client base.
Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.