What do CX leaders think about customer experience when the boardroom door is closed?

NPS is going up, but are customers actually any happier? You’ve invested heavily in AI but is it improving the customer experience – or making some journeys harder?

In this episode of The Reality of Business, Bob and Jeremy discuss five things CX leaders may be thinking but rarely say out loud, and why some of these frustrations are becoming harder to ignore.

They explore the pressure to deliver better customer experiences while dealing with board expectations, AI investment, old processes, internal politics and tighter budgets.

They also look at what CX leaders can do about it, including how to make a stronger commercial case for customer experience, why change needs to reach far beyond the CX team, and the increasingly important questions of where AI should end and human conversations should begin.

If you work in customer experience, contact centres, operations or customer service, there may be a few familiar frustrations in this one.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

How much is staff turnover really costing your business?

For many large organisations, particularly those with large frontline teams, high employee turnover has become an accepted part of doing business. People leave, replacements are recruited and trained, and the cycle starts again.

But when turnover reaches 40%, 50% or even higher, the cost soon adds up – across recruitment, onboarding, training, lost productivity and management time.

In this episode of The Reality of Business, Bob and Jeremy discuss why people leave, why some organisations have come to accept high turnover, and what businesses can do to improve employee retention.

They discuss:

• The biggest reason people leave their jobs
• The hidden cost of continually replacing employees
• Why management, flexibility, and career progression matter
• How training and better induction can improve retention
• Why even a small reduction in staff turnover could save a large organisation millions

If high staff turnover has become something your business simply expects, this episode asks whether it’s time to start doing something about it.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Part 2 of a two-part series on interviews. In this episode, Bob and Jeremy turn the tables and look at interviews from the candidate’s perspective.

Most people spend their time preparing answers. But the questions you ask can be just as important.

Bob and Jeremy share practical interview questions to ask employers, explain how to take a more active role in the conversation, and explore why a job interview should be a two-way process. After all, you’re not just trying to impress the employer – you’re deciding whether the role, the culture and the people are right for you too.

You’ll hear:

• Questions to ask an employer in a job interview
• How to understand a company’s culture and management style
• What to ask about success, challenges and opportunities in the role
• Why onboarding matters before you accept a job
• How sales candidates can stand out with thoughtful questions
• Why honesty is often a better strategy than trying to give the ‘perfect’ answer

Whether you’re preparing for your first job interview, changing careers or interviewing for your next sales role, you’ll come away with practical ideas to help you ask better questions, have better conversations and decide whether the opportunity is the right fit for you.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.