47: Bright Ideas with Karl Sandland

Welcome to Episode 47 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Karl Sandland.

Karl is the Founder and Chief Experience Officer at BrightCX LTD.

We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with two contrasting companies highlighted how to deal with a customer – but also how to turn them off; and why asking what animal someone considers themselves to be can act as a wonderful gateway to finding out their true needs!

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You can find Karl online at:

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I have helped many businesses create a World-Class Customer Experiences through the work I create, and deliver via Workshops, Presentations and Online Training.

Some of the brands I’ve worked with are: