Why Planning to Fail Really Means Planning to Win, With Katie Stabler

Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortunate attempt to return clothes via home pick-up service. Start planning for failure using Katie's 6-step framework which you will find in the episode. Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/ Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5   02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders

Om Podcasten

In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience. At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done. If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.