Sham Aziz is the founder of thecxway, a customer service consultancy. In this episode, we dive into the beginnings of his brand, the benefits of consultancies & Sham’s 100 interviews. We also discuss the rise of redundancies, brands disappearing & how department shrinks can effect companies for years to come. How important is the in-store experience in retail? When should you buy online, and when should you not? Find out more in this episode!

#linkedin #cx #selfemployed

In this interview James discusses Sham’s career journey from Selfrdiges to Self-Employed, his experience as a CX expert and what the future of thecxway looks like. If you are thinking of setting up your own consultancy you will want to hear this!

#selfemployed #businessowner #businessdevelopment #linkedin #thecccxindustryupdate #cx #contactcenter #contactcentre #contactcentersolutions

With increasing digitisation, the world of customer service has adopted new methods for meeting customer needs and resolving problems. In this episode, Adam and Valentina talk to Sham Aziz, Head of Customer Service at Selfridges, a leading premium retailer in the UK. Sham shares key industry experience, exploring how customer service has and continues to change, what elements lead to excellent customer experience, and how other factors like brand equity and employee wellbeing play a role.

00:00 Introduction

02:50 Welcome Sham

06:55 Entry level jobs - skilled jobs

10:58 Customer centricity

12:50 The change over the past 20 years

23:41 The biggest challenge today, technology?

28:25 Aligning procurement

32:00 Observations in the market place

39:00 Imagination problems

41:30 Perceptions from a user perspective on generative AI

52:50 Outro