Dave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX

Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK.

Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style. 

In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing in CX. Why do we keep reading about the same CX issues over and over again? Why is the CX business news from years ago just about the same as today? Why do we always see the hype cycle with new technologies - such as AI?

https://www.linkedin.com/in/davemdarcy/

https://www.davedarcy.co.uk/

https://www.youtube.com/shorts/qbH1R9yDdr4

 

CX FILES IS TAKING A BREAK FOR THE REST OF AUGUST - WE ARE BACK ON SEPTEMBER 4! Keep tuning in as we plan to repeat some clips from this time exactly five years ago during the Covid pandemic - how did the CX industry cope? CX Files switched to almost daily interviews during the early part of the pandemic, so we will clip a few of the best interviews to share with you again this August... see you again in September!

 

SUMMARY:

Mark Hillary and Peter Ryan discuss the final episode of the CX Files podcast before taking a break in August. They introduce Dave D'Arcy, founder of Laughing Leadership, who focuses on leadership and employee engagement. D'Arcy critiques common CX industry issues, such as outcome-based pricing models, lack of investment in training, and the overemphasis on impact sourcing. He argues that AI has not lived up to its hype and has led to employee disengagement. D'Arcy emphasizes the need for businesses to invest in their employees and align strategies with clear business objectives.