On This Episode of Thriving Transformation:
Christina Ioannidis talks to Holly Richardson, a Digital & Customer Experience (CX) Transformation Leader, who recently spearheaded Customer Experience Transformation for the B2B side of Unilever in the Middle East & Africa. She currently works for Microsoft. Originally from San Francisco, Holly has broad international experience across marketing, customer, and digital roles in the financial services, hospitality, FMCG and technology industries. She has been recognized globally for her contribution to both the digital marketing and customer experience communities, and is a keynote speaker and judge at industry conferences. She is also a Non-Executive Director at The Customer Institute. More than anything, she is passionate about driving real value for real people – customers, fellow employees and the wider community.

Notable Quotes

• On driving change: “To get to something NEW start with something KNOWN. Anything that screams ‘New Framework’ can ring alarm bells with senior executives.”
• On driving CX in a hybrid work environment: “Communication and storytelling skills are even more critical”
• On CX transformation: “Tech and processes are not strategy, but enablers. You need PEOPLE to deliver with authenticity and empathy.”
• On purpose-driven organizations: “Brand Say and Brand Do need to be aligned.”

Talking Points in This Episode:

• Net Promoter Score is not enough; other KPIs are critical
• The need for Purpose Driven organisations
• Why B2B CX requires a multi-stakeholder engagement model, and how to build it
• What it means to me adaptable for today’s marketers
• How CX requires the building of a ‘movement’

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

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