Adam Washington is the CEO of the full-service customer experience agency CX Lavender and joins us to unpicking the world of customer and user experience. The marketing industry is well known for its TLAs – Three Letter Acronyms such as RTB, CPM, B2B, SEO and more. 

But there is a class of TLAs, the two-letter acronyms that have increasingly populated the marketing vernacular like UX, UI and CX. McKinsey says CX encapsulates everything a business or an organisation does to put customers first, manage their journeys and serve their needs. Adam helps to demystify the meaning of CX and explains the roles of Customer Journey Mapping, Voice of the Customer, Service Design and more.

Listen on Apple: https://podcasts.apple.com/au/podcast/managing-marketing/id1018735190 

Listen on Spotify: https://open.spotify.com/show/75mJ4Gt6MWzFWvmd3A64XW?si=a3b63c66ab6e4934 

Listen on Google: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5zb3VuZGNsb3VkLmNvbS91c2Vycy9zb3VuZGNsb3VkOnVzZXJzOjE2MTQ0MjA2NC9zb3VuZHMucnNz 

Listen on Stitcher: https://www.stitcher.com/show/managing-marketing 

Listen on Podbean: https://managingmarketing.podbean.com/ 

For more episodes of TrinityP3’s Managing Marketing podcast, visit https://www.trinityp3.com/managing-marketing-podcasts/ 

Recorded on RiversideFM and edited, mixed and managed by JML Audio with thanks to Jared Lattouf.