The Experience Architect

Mastering the Five A’s of Successful Customer Engagement with Brett Frazer

Welcome to the Experience Architect show, where we aim to inspire you to make more meaningful experiences every day.
Today’s guest is Brett Frazer, a customer experience veteran, who brings over 25 years of expertise from roles at Microsoft, Adobe, and Sunbasket. Brett is the co-founder of ServiceMatters and author of “Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement”.
He shares his journey from starting as a customer service agent to leading impactful initiatives in customer and employee engagement around the world.
We discuss: Implementing Customer Engagement Frameworks, Manufacturing Empathy, Outsourcing, and transitioning from a cost center mindset to a value center mindset.
 
Episode Highlights
 Brett’s Journey
 Origin: New Zealand born and raised, lived and worked in the US, UK and Asia
 Career Path: From bouncer and retail worker to frontline agent, program manager and CX leader
 Major Roles: Service and Experience Leader at Microsoft, Adobe and Sunbasket. Co-Founder at ServiceMatters and Author.
The Five A’s Framework
Acknowledge: Recognise the customer, their relationship, and their problem.
Align: Understand and align with the customer's desired outcome.
Assist: Provide multiple options to solve the problem.
Advise: Offer valuable advice based on the customer's journey and usage.
Ask: Request value in return, such as reviews, actions, or feedback.
Manufacturing Empathy
Experiential training design
Finding the experience disconnect
Creating Expectations
Setting realistic expectations
Aligning with desired outcomes builds trust
Leading Change
Identify and leverage change champions within the organisation
Support early adopters of the change to create a movement
AI and Automation
Ways automation and AI can enhance customer service
The need for balancing technology with human interaction for optimal results
 
Takeaways
Intentional Design
Be deliberate in designing customer and employee experiences to ensure they create value and satisfaction.
Empathy and Empowerment
Train and empower your people with the right tools, knowledge, and authority to make decisions that benefit both the customer and the company.
 
Resources
Book:  Order now: https://lnkd.in/gZR6vuwc   or check out more info at https://www.thefiveas.com
First Follower: Leadership Lessons from Dancing Guy – Derek Sivers http://bit.ly/dancing_guy_ted
 
Connect with Brett
LinkedIn: https://www.linkedin.com/in/brettfrazer/
Connect with Tony
LinkedIn: https://www.linkedin.com/in/tnamulo/
Website: https://www.tavale.com

Architecting Meaningful Life Experiences with Ashley 'Athena' Abboushi

Welcome to The Experience Architect show, where we aim to inspire you to make more meaningful experiences every day.
Today’s guest is Ashley 'Athena' Abboushi, an international model turned entrepreneur. She founded The A-Suite Global, a curated community for growth-minded and impact-driven entrepreneurs, where members support each other in achieving their goals. She is passionate about taking action and intentionally creating meaningful relationships and experiences.
Join me for a refreshing look at architecting meaningful life experiences for personal growth and fulfilment.
 
Episode Highlights
 Ashley’s Journey
 Origin: Puerto Rican / Palestinian / Greek and British ancestry, grew up in the US now lives in Greece
 Career Path: From Modelling and Acting to Personal Development and Entrepreneurship
 Major Roles: International Model, Entrepreneur and Founder of The A-Suite Global
Impact of Personal Development
Attending a Tony Robbins event profoundly impacted her own life
The importance of mastering emotions and personal growth
Empowerment and Action
Encouraging people to stop complaining and take action to improve their lives
Importance of having supportive relationships that challenge you to grow
The A-Suite Community
Creation and purpose of the A-Suite: a community for growth-minded and impact-driven entrepreneurs
Emphasis on maintaining a small, intimate group to foster deep connections and support
Building Meaningful Relationships
Ashley’s tips on networking and maintaining relationships
The significance of being intentional and authentic in interactions
Living with Purpose and Passion
Ashley’s belief in focusing on one cause to make a meaningful impact
How to move from intention to action in creating the life experiences you desire
 
Takeaways
Intentional Living
Reflect on what you truly want in life, rather than what you don't want. Be clear about your goals and take steps towards achieving them.
Take Action
Start with small steps towards your goals. Whether it's learning more about a topic or reaching out to someone in a desired field, just take action.
Community
Surround yourself with people who challenge and support you. Communities like The A-Suite provide accountability and inspiration.
Relationships
Be intentional in your interactions. Genuine compliments and consistent communication can strengthen your connections.
Focus
Concentrate your efforts on one cause to make a significant impact. This helps in managing efforts and ensuring mental well-being.
Connect with Ashley
LinkedIn: https://www.linkedin.com/in/athena-ashley-abboushi/
Instagram: https://www.instagram.com/ashleyabboushi/
Website: https://theasuiteglobal.com/

Igniting the Employee Experience and Advancing Human Knowledge through Publishing with Michelle Rivera-Spann

Welcome to The Experience Architect show, where we aim to inspire you to make more meaningful experiences every day.
Today’s guest is Michelle Rivera-Spann, connecting and enabling others, she is currently VP of Business Advancement at Taylor and Francis the global publishing company that has been advancing human knowledge since 1852.
She is passionate about providing platforms for driving internal employee ideas and fostering diversity and inclusion.
Join me for a delightful discussion on Introducing an Idea Management Program, Employee Engagement, Innovation, Diversity and Inclusion, and the impact of AI on publishing.
 
Episode Highlights
Michelle’s Journey
 Origin
 Career Path
 Major Roles
Business Advancement
Removing barriers to collecting and implementing ideas from junior colleagues
The purpose and benefits of the idea management program, Ignite
Advancing Human Knowledge
Taylor and Francis specialising in books, journals and digital content
Supporting academics, researchers, and professionals through the entire career journey
Career Journey
Challenges as a woman of colour in leadership roles
The importance of perseverance and finding allies in the workplace
Internal Innovation and Idea Management
Detailed look at the implementation and success of the Ignite program
Examples of successful ideas and their impact on the organisation
Diversity, Equity, and Inclusion (DEI)
DEI initiatives at Taylor & Francis and Informa
Mentorship and support for young women and people of colour
AI and Publishing
Ethical considerations of AI in publishing and research
The role of AI in improving business processes and customer experiences
Potential challenges and future developments in AI and DEI
Media Literacy
5 AI Challenges
Looking to the Future
Commitment to continuing support for young professionals
Reflections on personal and professional growth 
Takeaways
Perseverance
Michelle believes you shouldn’t take “No” for an answer. Claim your seat at the table.
Enable Others
Removing barriers and enhancing collaboration within the organisation is crucial for success.
 
Connect with Tony on LinkedIn: https://www.linkedin.com/in/tnamulo/
Connnect with Michelle on LinkedIn: https://www.linkedin.com/in/michellerspann/
 

Elevating Human Experiences Through Media and Television with Stephen Lee

Welcome to the Experience Architect show, where we inspire meaningful experiences every day.
Today’s guest is Stephen Lee, who has a diverse background in media, television, and strategic functions. He is also involved with BAFTA and Comic Relief, in an advisory capacity. Join me for a rich discussion on the Evolution of Television and Media, Customer Experience, Employee Engagement, Innovation, the future of content and representation and Improvisational Theatre for professional development.
Episode Highlights
Stephen's Journey
Origin
Career Path
Significant Roles
Evolution of Television and Media
Shift from linear TV to streaming
Impact of technology and business models on consumer experience
Challenges of geo-blocking and international content availability
Customer Experience in Media
B2B and B2C dynamics
Strategic importance of understanding both models
Employee Engagement and Innovation
Launching communication platforms to foster collaboration
Innovation programs to encourage employee ideas and their execution
Industry Insights
Differences and similarities between UK and US media markets
The cultural impact of UK-produced content
Mentorship and Advisory Roles
BAFTA Elevate: A program to support mid-career producers from underrepresented backgrounds
Comic Relief's Power of Pop Fund: Investing in organizations that use pop culture to address social justice issues
Future of Content and Representation
Importance of ongoing diversity and inclusion
Influence of pop culture on societal change
Improv Comedy and Professional Development
How improv skills translate to better teamwork and creativity in the workplace
Encouragement to try improv to improve communication and collaboration skills
Takeaways
Try Improv to enhance your communication and teamwork skills
Enjoy the abundance of high-quality content available today
 
Stephen on LinkedIn: https://www.linkedin.com/in/stephenslee/
Tony on LinkedIn: https://www.linkedin.com/in/tnamulo/