Season 2 Episode 5
2021 CX Challenges –
CX Prioritization & ROI
feat. Jeff Sheehan
Listen and Follow
About This Episide
This is Part 2 of our 3 part series, and we are continuing to give away Jeff Sheehan’s new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you’d like a free copy!
- The uniqueness of CX in Irish commercial marketplace
- The need to precisely define why CX initiatives and a CX program is being commissioned
- Balancing operational efficiency, improving revenue, profitability and other goals
- The dangers of CX burnout
- Jeff’s opinions on “the surveys and scores version of CX”
- How to get your CFO to be a promoter of the value of CX
- Why Jeff thinks “there is too much focus on successful customer experiences and not enough on those experiences that do not go well” and why Graham translates that to “making sure you ask the hard questions”
- The mistake of setting the CX ROI bar way too high and way too far out
- Why perceived CX failures can actually a major win
- The upside of Covid
- The importance of finding people who believe in CX and educating folks versus trying to persuade those who are not yet ready to embark on the journey
This podcast prepares the way for podcast 3 of 3 which will focus on how you measure CX and your ROI achievements.
Resources
- Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program – Click Here
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Season 1 Episodes
CX Science #1 - What the 'Heck is CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
CX Science #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Science #3 - CX Strategy Scuffles - It's Ruff out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really works.
CX Science #4 - The Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
CX Science #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
CX Science #6 - Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Science #7 - CX Tech Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Science #8 - CX Measurement - At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
CX Conference Road Trips
3 months, 4 CX conferences including Forrester CX, Medallia's User Group, Chief Customer Officer Chicago and the inaugural Stratifyd user conference. Listen to what's happening in the world of CX as Graham discussed the hot topics of conversation at these key events.
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