Neal Topf is proud, and a little bit fanboying, to welcome back to the podcast the esteemed author Annette Franz.

Following on from the success of Annette's first book, "Customer Understanding", Annette's second book, "Built To Win", promises to reshape how companies and individuals look at employee experience and the difference between customer-centric vs customer focus.

Annette takes Neal on a whirlwind tour of the book, she touches on the 10 principles that help change the culture, why changing culture is hard and how can you measure culture.

We also get to hear a bit about what drives Annette, why did she want to write this book, what was her why.

All of the above, and more, are discussed in the podcast. Download to find out more!

Happy New Year to all our listeners at Fireside Chats Without The Fires, and thank you all for the support for the podcast. As we enter our second year (yes, second!!), we are amazed to be starting the year with a simply outstanding guest.

Adrian Swinscoe, the author of Punk CX, joins Neal to talk about his latest book, Punk XL. 

Punk XL does the entire CX community a solid by creating this creative masterpiece (yes, masterpiece) of tracks that make us think/re-think how we set our customer-facing organizations up to succeed. Ever heard of rEcIpe? HIPPO? Proto-WTF-col? Each of these explained on video and sound by author extraordinaire, Adrian Swinscoe 

Amanda Malach joins Neal Topf on today’s episode of #spotlightonthebusinessofcx. In the limited podcast series, Fireside side chats without the fires brings together thought leaders and experts from the world of investment and finance to share their knowledge on how important it is to align any CX projects to the company’s bottom-line.