Action This

Amidst an obsession with data and benchmarking, many brands have forgotten that humans should be their north star. As the founder of experience design firm MOFI and a seasoned CX professional, we invited Shawn Nason to chat about rebuilding systems with a people-first approach, breaking down silos, and creating brand experiences for a neurodiverse audience. See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Operationalizing customer feedback is easy in principle – but in practice, very few brands have been able to solve the puzzle. Enter William Folsom, the Senior Manager of Customer-Centric Initiatives at Aaron’s.  
 
In his time working for this household-name retailer, Folsom has learned to effectively build trust with operational leaders and scale new initiatives using an agile approach. Tap into his wealth of experience empowering cross-functional teams with customer and employee feedback.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

If you ask Gabor George Burt, the key to delivering CX excellence is staying curious. However, in his opinion, our industry is at a crossroads: we're currently in a crisis of complacency, and experience practitioners have been lulled into conforming to the norm. Either we continue down the limiting path of conventional wisdom, or we transform this stagnation into a catalyst for innovation. 
 
Burt is the author of Slingshot: Re-Imagine Your Business, Re-Imagine Your Life and one of the leading thinkers behind the Blue Ocean Strategy.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Once Simon Foster noticed the disconnect, he couldn't un-see it: traditional, survey-based experience management strategies are broken. They aren't compelling or engaging, they barely convert, and they don't get to the heart of customers' issues. He perceived a huge amount of friction between brands and their fans – so he forged his own path and founded Chatter.  
 
Instead of flooding retailers with low-value data, Foster set out to build a system that would empower them to take action. This is his story.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

The current state of traditional experience management is failing brands, and the experience gap is growing larger by the day. How can leaders in this space become more effective? How can they better understand customer pains, connect the dots, and influence their organizations to take action?  
 
Hosted by Zack Hamilton (CXO Chatter by Stingray, ex-Medallia), this podcast seeks to answer these questions. We will be chatting with influential experience professionals and cross-functional stakeholders to paint a complete picture of today's CX landscape: what's working, what's not, and how we can reorient our efforts to build better, more action-oriented brands.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.