From Distress to Success: The Nextel Transformation Story with Roberto Rittes
In this episode host David Cox talks to Roberto Rittes, the CEO of Nextel Brazil, about his remarkable customer-led transformation of the company. Roberto describes the challenges Nextel faced, such as financial distress, outdated technology, and high customer churn, and how they overcame them by focusing on customerexperience. The conversation highlights the importance of reducing friction in customer journeys, employee engagement, and using data-driven methods to improve customer satisfaction. Roberto shares the results of this transformation, including significant reductions in churn, cost savings, and improved EBITDA, while emphasizing the need for strong leadershipand a clear vision for customer-centric strategies.
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49:48
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49:48
Episode 8: What success looks like
In this episode of "The Joy of CX," David Cox explores what true customer-centric success looks like, sharing the real-life turnaround story of Nextel Brazil. Discover how focusing on customer experience transformed a struggling business into the fastest-growing telecom operator in Brazil—without massive marketing spend. David breaks down the key enablers of success, from leadership commitment and step-by-step progress to empowering teams and leveraging quick wins. He also looks ahead at how AI is reshaping customer experience, emphasizing the importance of principles and clarity of purpose over technology for its own sake. Tune in for practical lessons, inspiring results, and a roadmap for sustainable growth through customer centricity.
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21:28
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21:28
Episode 7: Culture trumps everything
In this episode of 'The Joy of CX', David Cox discusses the pivotal role of internal culture in the journey towards full customer centricity. The episode emphasizes the importance of aligning internal culture with the desired customer experience to achieve authenticity and lasting success. David covers the often-overlooked connection between employee experience and customer experience, arguing for a unified vision where internal values and behaviors mirror the company’s external promises. He highlights the need for deliberate culture creation, involving a bottom-up approach to define the 'people promises' and identifying gaps between current and ideal cultural practices. David also outlines strategies for leadership behavior, management practices, and organizational structure as key levers for effective culture change. The goal is to create a cohesive, inspiring environment where employees understand and align with the company’s purpose, resulting in a resilient and unbeatable customer-centric business.
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18:08
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18:08
Episode 6: Putting purpose into action
In this episode of 'The Joy of CX,' David Cox guides viewers through the process of transforming high-level customer principles into tangible commitments and actionable steps. The episode emphasizes the importance of involving the entire management team in creating and committing to these principles, ensuring unity and dedication when business challenges arise. Key steps include turning principles into commitments, creating a detailed ideal customer journey, and designing innovative customer experiences in a collaborative workshop setting. The process aims to produce a comprehensive, executable plan for delivering a unique and valuable customer experience, focusing heavily on effective communication and practical changes over extensive, costly transformations.
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19:15
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19:15
Episode 5: Building a branded experience
In this episode of 'Joy of CX', David Cox discusses how to build a unique and emotionally engaging branded customer experience. He emphasizes the importance of eliminating customer pain points and stresses that true customer connection comes from a brand's intrinsic qualities and values. The process starts with deeply understanding what genuinely matters to target customers at an emotional level, rather than just their expectations. Key steps include conducting focus groups to identify ideal company attributes, running quantitative surveys for broader insights, and incorporating an understanding of your own organizational culture, competitive landscape, and historical customer interactions. Ultimately, the goal is to distill these insights into core customer principles and a clear customer purpose, all aimed at creating a compelling customer-centric experience. The episode hints at future discussions on operationalizing these foundational elements to make them a tangible reality for customers.
The Joy of CX with David Cox explores what it really takes to become a truly customer-centric business. Drawing on 20+ years of global CX transformation experience, David shares real-world stories, hard-won lessons, and a clear roadmap for delivering value, building emotional connection, and aligning company culture. Whether you're a leader or just curious, this series will challenge assumptions, cut through the fluff, and help you turn CX into your greatest competitive edge.
Brasil