While customer experience (CX) strategy may be set at the senior executive level and CX consultants have all kinds of opinions on the capabilities the organizations should invest in to deliver great CX real customer experiences happen at the front line.

Scott Gilbey the Experience Handyman,  brings decades of experience in increasing leadership roles. But has taken a bold decision in the past two years, which is to inject himself into the front line of some companies he admires, Lowes, Delta Airlines, Home Depot, Ace Hardware and Collier County Public Schools Florida.

With a book upcoming he joins us to discuss with Graham and Robin his decision two years ago to understand how experiences work and his experiences and adventures, sometimes serious and sometimes funny, in a series of companies he admires including:

• What his last name is, how you might spell it and why it is so difficult !
• What inspired him to take this front line adventure.
• Actual CX at the front line and The Experience Gap is often about the small things.
• “The peril of the pen”
• The three key elements of front line experience which are competence, supervision and data.
• The joy of the Delta Airlines baggage counter and ticket counter
• When Scott was accused of being “Undercover Boss reporting to HQ” but his desire would be to be “In the boardroom as Undercover Employee”
• How a customer obsessed company like Ace Hardware, you know “Ace the helpful place” even has challenges
• Exploring competency vs compliance
• How this even extends into healthcare
• How we may have somehow lost sight of the front line
• How his advice to companies can be summarized as “slow down, set aside your strategy, set aside your culture discussions of culture, set aside your north star  vision and lets go out on the floor and see what is really going on”
• Why many consultants lack empathy with the front line and are way too focused on the CEO where the “big money is.. at least for them”
• And the big question “will every Scott Gilbey book come with a pen”

Resources

• Contact Scott Gilbey

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