Customer Experience Leader of the Year and Qualtrics' Head of Experience Community - Leaders Network, James Scutt joined Chris Johnston for this Adoreboard webinar, which was so impactful, we've re-packaged it as a special episode of Trust Builders! 💕

Prior to Qualtrics, James was former Head of Customer Experience at the UK Post Office, he's now a global, award-winning CX strategist, and he joined us to explore how AI is revolutionising customer trust and loyalty.

If you're looking to unlock the true potential of AI for customer and employee engagement, this is a conversation you don't want to miss.

👉 Highlights include:

• Why trust is more than just NPS scores
• How to humanise AI-driven customer (& employee!) interactions
• Building emotional loyalty in a digital world
• Lessons from the public and private sectors

Discover practical insights into how AI can enhance—not replace—human capabilities, with a focus on transparency, ethical usage, and personalization.

Overall; Trust is earned, not automated— but AI can help you earn it faster and smarter. 😉

Qualtrics Community & Leaders Network:

• https://community.qualtrics.com/
• https://community.qualtrics.com/p/lea...
  
  

Subscribe for more insights on building trust in the age of AI. 🎧 Listen on your favourite podcast platform or visit: https://adoreboard.com/podcasts

#TrustBuilders #CustomerExperience #AI #CX #CustomerLoyalty #EmotionalIntelligence #HumanExperience #Qualtrics

---
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)

Bobby Brown, Chief Customer Officer at Nextlane, discusses the key strategies behind retention and delivering a world-class customer experience. With over 25 years of leadership experience at companies such as Twilio and Google, Bobby shares his proven frameworks, built around people, process, and systems.

The conversation delves into customer segmentation, measuring customer health, and striking a balance between data and a human touch.

Bobby discusses how linking CX initiatives to ROI and business outcomes can elevate the role of customer teams and reduce churn.

He also emphasizes the importance of employee success, onboarding, and continuous learning as the foundation for excellent customer outcomes.

Whether you're in B2B or B2C, this episode delivers actionable strategies for building trust, delivering value fast, and creating meaningful, scalable customer relationships.

KEY TAKEAWAYS

• Successful customer experience strategies are built on aligning teams, optimizing processes, and leveraging the right systems.
• Utilizing customer health scores and data-driven insights is crucial for predicting churn, identifying risks, and achieving tangible impact.
• Technology and AI can scale efforts, but human relationships remain critical to effective customer engagement.
• Happy, well-trained employees are vital to customer success; onboarding and ongoing development must be prioritized.
• Iterative improvement, quick wins, and celebrating milestones help maintain momentum and build long-term value for both customers and teams.

---
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)

This episode explores Aspen One's unique brand promise, rooted in a passion for the outdoors, personalized service, and employee empowerment.

Katy Boughton, Senior Customer Insights Manager at Aspen One, discusses how Aspen identifies and resolves customer pain points—such as rental delays and parking issues—through data-driven improvements. She highlights the role of on-mountain ambassadors, employee recognition programs, and sustainable practices, including employee housing and environmental initiatives.

The discussion emphasizes the importance of omnichannel experiences, seamless data integration, and adaptive strategies across seasons. Katy also shares best practices for building impactful customer experience (CX) programs, including thoughtful survey design and continuous feedback loops.

EPISODE HIGHLIGHTS

[01:45] Introduction to Katy and Aspen One's Brand Promise

[06:06] Aspen's Unique Approach

[13:29] Ambassadors and Personalized Service

[18:10] Recognition and Employee Engagement

[26:23] Seasonality and Adapting to Challenges

[30:01] Sustainability and Employee Involvement

[36:27] Key Principles for CX Programs

[44:27] Final Reflections and Advice

KEY TAKEAWAYS

1. Use customer surveys to identify pain areas like rentals or parking, then implement simple fixes.
2. Train and encourage employees to personalize service and go above and beyond.
3. Use guest feedback to spotlight and reward excellent employee service.
4. Integrate digital and in-person touchpoints for a seamless guest journey.
5. Align operations with eco-friendly practices—like solar power and local giving—to match brand values.

FAVORITE QUOTES

1. "Sometimes, with CX programs, people create a survey, and they think, 'Okay, it's set, it's done,' but I think surveys must be an ongoing evolution."
2. "Don't be afraid to ask your guests questions. I would encourage people not to be afraid to ask the questions."
3. "Environmental sustainability is woven through every single part of our business and what we do."
4. "We treat everyone the same, and when I say the same, we treat them all with a very high level of service."
5. "It can be your first time here, and you could have saved up years for this vacation, or you flew in on your private jet; it doesn't matter who you are—we want you to have the best vacation and time while you're here."

RESOURCES

Connect with Katy:

LinkedIn: linkedin.com/in/katyboughton/

#CustomerExperience #CXStrategy #HospitalityExcellence #EmployeeEmpowerment #SustainableHospitality #OmnichannelCX #CustomerInsights #GuestExperience #DataDrivenCX #EmployeeExperience #AI #CustomerJourney #SustainabilityInBusiness #TrustBuilding #CustomerFeedback

---
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)