Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.
In this episode, we’re joined by Oke Eleazu, Chief Operating Officer at Bought By Many, an award winning pet insurance company. Before insurance, Oke worked across numerous sectors – from retail and financial services to healthcare and housing - and brings with him a great range of practical experience when it comes to delivering customer service excellence for some of the UK’s leading companies.
During his conversation with Neil Sharp, Oke discusses real-life examples of how you can put customer experience theory into practice and examines:
- How to build a business around your customers using customer research
- Why you should engage with your customers throughout their entire journey
- How the power of insight can help your company culture become customer-centric
Oke also talks about his book, ‘The Cult of Customer Excellence: How to Build a Truly Customer-Centric Culture’, which explores how the environment and culture created in some of the world's greatest customer-focused companies resembles the mindset created by a cult.
It is by understanding the ‘anatomy’ of such companies that you can embark upon a journey of customer excellence within your company.
If you’re a CX professional looking to translate your customer centric principles into practical actions, this episode is the one to listen to.