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Podcast notes

• CX Definition: understanding what is happening throughout the customer’s journey


• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map


• Understand all interactions that leave impressions


• What are interactions: every conversation, every time you connect, company website, mobile app, etc.


• Does experience meet the expectations coming into the interactions with a brand


• Treat CX as a mindset and discipline of doing business


• Meaningful mindful moments, don’t tack on CX


• Plan for customer issues that may arise


• Bridge the transition from sales to services, address handoff in structured way


• Emotion drives decisions, need a great experience throughout to advance


• Don’t design for digital and non-digital customers differently, treat the same


• Younger buyers view digital as personal and part of life


• Need to address experience of staff that connect with customers


• Important to tell vendors “In the moment” how experience is going


• Don’t wait for after the buy to perform a survey, engage early