Breaking Company Silos: The Secret to Customer Experience Excellence
Are your customers truly delighted, or are company silos preventing you from understanding their unspoken desires?
How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design?
Get the answers on this week’s Doing CX Right podcast, as host Stacy Sherman and guest expert Katie Webb, VP at Afflac, discuss these questions and more.
Customer Experience Topics Discussed:
– The art of understanding and addressing the unspoken desires and pain points of customers to create exceptional experiences.
– Common pitfalls in achieving great customer experiences, such as lack of clarity in CX ownership.
– The power of experience design as a versatile competency and the value of workshops to co-create shared visions with stakeholders.
– The necessity of validating designed experiences with real customers through human-centered design approaches.
– The challenges of agent experience in call centers and the importance of empowering leaders to enhance service delivery.
– The universal responsibility of knowing and understanding the customer, applicable to everyone from the CEO to interns.
– Strategies for building team cohesion to improve customer experiences across the board.
Whether you are a business leader, a CX professional, or someone passionate about customer loyalty, the lessons shared will help you break company silos and transform your pursuit of creating exceptional customer experiences.
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About Katie Webb: VP of Transformation & Innovation at Aflac
Katie is a results-driven strategic innovator and marketing leader with 15 years of proven success in developing and executing winning strategies in large, complex organizations. She brings a diverse background across sales, marketing, business strategy, customer experience, and technology. Passionate about not just the what, but the how and why in order to unlock and unleash the power of organizations.
Connect with Katie on LinkedIn.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
This episode is sponsored by iQor. Learn more at iQor.com.