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/

---
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.

---
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.

---
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.”

---
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.

---
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 of the “Trust Builders” podcast, we’ve had a fascinating conversation with Rory Sutherland, Vice Chairman at Ogilvy UK.

Join Chris Johnston and Alex Genov as they embark on a journey through the realm of branding, behavioural science and trust with Rory Sutherland, the visionary Vice Chairman at Ogilvy UK.

With 36 years at Ogilvy, Rory is an industry icon who brings unparalleled expertise in consumer psychology and advertising and how to build trust in the digital age.

This episode is packed with a lot of valuable topics regarding customer trust and loyalty.

Here’s a snapshot of what we’ve covered:

1. AI In the Workplace – AI indeed makes businesses easier. But when it comes to reviewing customer experience, a human touch is crucial. Try to limit the adaptation of AI in your business.
2. Long-Term Relationships - Focus on Long-Term Value Over Short-Term Gains. Prioritize strategies that build long-term relationships and customer loyalty, even if they don't yield immediate results. For example, giving useful things for free can foster reciprocity and long-term business relationships.
3. Mindset - Beware of an overemphasis on efficiency. Be cautious of an excessive focus on efficiency and cost-cutting driven by quarterly financial pressures. This mindset can overshadow opportunities for growth and innovation, so it's important to balance efficiency with a growth-oriented approach.
4. Relationships - Value Relationships Over Mechanistic Approaches. In contrast to a purely mechanistic view where people are treated as numbers, emphasize the importance of genuine relationships. Building strong connections between employees, vendors, and customers, as exemplified by companies like Zappos, can significantly enhance business success.
5. Mechanistic Views - Recognize the Limitations of Averages and Metrics. Understand that relying solely on averages and metrics can overlook the nuanced and personal aspects of business interactions. Moving beyond a mechanistic mindset to appreciate the unique value of individual relationships can lead to more meaningful and effective business practices.

15th April, 2024

---
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 latest episode of the Trust Builders podcast, we bring you the insightful conversation we’ve had with April Obersteller, managing director for woom, North America.

This episode is packed with insights that can help your organization create memorable customer experiences that will eventually lead to generational trust and loyalty.

Here’s a snapshot of what we’ve covered:

1. Employee Experience – People who join your organization usually have great faith in your vision. Making a difference in the world by providing the best products and services. Make sure your employees get a frictionless experience in the workplace.
2. North Star – When you’re creating a great customer experience, you have to consider the friction that will set the process off course. Identify those barriers to a memorable customer experience.
3. Partnerships - Organic growth and return customer rates will allow you to build long-term customer partnerships. As the business grows, it’s crucial to balance organic growth with data-driven strategies and track metrics like return customer rates to ensure long-term success and adjust approaches as needed.
4. Joy Killers – Every business has joy killers. The little bumps on the road. Build a trusted data source to identify the friction points that cause those joy killers.
5. Hiring – It’s crucial you hire the people who believe in your vision as an organization. The right person at the right job will make a real difference. Hire people who are responsible, kind, and good.

* Tuesday, April 9th 2024
*

---
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)

Bruce Temkin, aka The Godfather of Customer Experience, led Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA).

The man on a mission is now researching and envisioning how to achieve a vision of "Humanity@Scale". As you can imagine, we’re VERY excited to have him as our first official guest! 🤩

*** Episode 02: Bruce Temkin ***
Global Head of Qualtrics XM Institute

During this episode, we will unravel the intricate dynamics of consumer trust, why Qualtrics has named 2024 as "The Year of Trust” and Bruce’s vision for Humanity@Scale.

Often referred to as the “Godfather of Customer Experience”, Bruce has led Qualtrics’ XM Institute while on a mission to build a thriving global community of professionals who are empowered to radically improve human experiences.

What you might not be so aware of is that Bruce was also a VP and Principal Analyst at Forrester for 12 years, co-founded the Customer Experience Professionals Association (CXPA) and founded his own research company that was ultimately acquired by Qualtrics in 2018.

You could say he knows a thing or two about Experience Management!

Bruce has advised many of the world's leading brands while always placing the importance of human centricity at the heart of decisions.

Join us to discover Bruce’s visionary ideas, actions and outcomes and how you can benefit from his years of experience and learnings.

* Tuesday, March 28th 2024
* 8am PDT | 11am EST | 4pm UTC
* Linkedin Live

With your hosts, Chris Johnston, Founder and CEO of Adoreboard and Alex Genov, Head of Customer Research and Marketing Insights at Zappos.

---
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)