Nicola Collister's guest appearances

Nicola Collister

CX Files

CX Diaries - with Keith Gait

Alistair Niederer

Megan Neale

Ian Golding

GRAHAM BROWN

Mark Walton

Evan Jones

Brendan Kiely

Ed Thomas

James Dodkins

Annette Franz

Shep Hyken

Jeff Toister

Nate Brown

Adrian Swinscoe

Claire Bennett

OwlTail

“Service is where your brand hits the customer”For our latest CX podcast from the Customer Experience Foundation, Nicola talks to us about always pushing the boundaries and innovating throughout her career through some great companies, across the supply chain. We get Nicola’s take on what the cost of living crisis and impact of hybrid working and self-employed models will have on both businesses and colleagues in 2023 and beyond. We hear about the need for both flexibility and resilience, both for businesses but also for people. We unpack that, and Nicola takes us through how businesses and people can work together, where technology does and doesn’t support, and the impact of location sourcing.Nicola and Simon tell us about the dangers of not just moving your problems offshore in the name of saving cost, the challenges of support and leadership talent in some offshore locations, the under estimated impact of dual running, how to understand that the contact centre is the lens into the cost of failure across the business, and how to have those conversations in the boardroom.

“Service is where your brand hits the customer”For our latest CX podcast from the Customer Experience Foundation, Nicola talks to us about always pushing the boundaries and innovating throughout her career through some great companies, across the supply chain. We get Nicola’s take on what the cost of living crisis and impact of hybrid working and self-employed models will have on both businesses and colleagues in 2023 and beyond.  We hear about the need for both flexibility and resilience, both for businesses but also for people. We unpack that, and Nicola takes us through how businesses and people can work together, where technology does and doesn’t support, and the impact of location sourcing. Nicola and Simon tell us about the dangers of not just moving your problems offshore in the name of saving cost, the challenges of support and leadership talent in some offshore locations, the under estimated impact of dual running, how to understand that the contact centre is the lens into the cost of failure across the business, and how to have those conversations in the boardroom.

Nicola Collister and Simon Norie

Nicola talks to us about the reflective times of the last 2 years, and the challenges and success of clients, businesses, and investments during this time, across her varied portfolio. We learn a lot about how to work with businesses that are backed by Private Equity, the differences, and the opportunities this brings. We chat about the disconnect this can drive with CX, and the difficulty of proving its worth, and where leaders often get this wrong.Nicola takes us through the importance of showing the organisation why and how improvements need to be made, thinking first about outcomes, and joining up from there. We hear about the start of her career and ambitions in the travel industry, early redundancy, and falling in love with call centres in the early days, through to starting her own business 8  years ago, and her love of Formula 1!

Nicola talks to us about the reflective times of the last 2 years, and the challenges and success of clients, businesses, and investments during this time, across her varied portfolio. We learn a lot about how to work with businesses that are backed by Private Equity, the differences, and the opportunities this brings. We chat about the disconnect this can drive with CX, and the difficulty of proving its worth, and where leaders often get this wrong.Nicola takes us through the importance of showing the organisation why and how improvements need to be made, thinking first about outcomes, and joining up from there. We hear about the start of her career and ambitions in the travel industry, early redundancy, and falling in love with call centres in the early days, through to starting her own business 8  years ago, and her love of Formula 1!

Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather than just cost reduction - as we know this is quite different from the usual pitch a customer service supplier makes. Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this podcast she explains this further and asks how companies that are experts at CX can be strategic partners, not just suppliers. https://wearewoven.com/ https://www.linkedin.com/in/nicola-collister-7b34ba2/

Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather than just cost reduction - as we know this is quite different from the usual pitch a customer service supplier makes. Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this podcast she explains this further and asks how companies that are experts at CX can be strategic partners, not just suppliers. <a href="https://wearewoven.com/" rel="nofollow" target="_blank">https://wearewoven.com/</a> <a href="https://www.linkedin.com/in/nicola-collister-7b34ba2/" rel="nofollow" target="_blank">https://www.linkedin.com/in/nicola-collister-7b34ba2/</a>