The One With Fun As A CX Strategy - Claire Bristowe E258

Episode notes

What's on your mind? Let CX Passport know... What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it. What you'll learn in this episode: How regulation in financial services became a CX asset, not a barrier Why fun was the only strategy that could reach the disengaged What 53 research sessions taught Claire before she launched anything How live call listening creates accountability that outlasts the session Why one sentence in a letter was worth 1.3 FTE CHAPTERS 00:00 Regulation as a CX asset in financial services 02:53 Bringing customers into legal document design 05:42 64 customers applied to review three documents 08:35 Why fun became the strategy ... and how it was chosen 11:55 Where Claire actually started: 53 research sessions 13:51 Live call listening: the highest-engaged initiative 16:00 First Class Lounge 19:08 Targeting the disengaged ...

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