Masters of CX welcomes…Diane Magers!! 🔥 Diane is the founder and Chief Experience Officer of Experience Catalysts and is an accomplished senior customer experience, sales and marketing executive with an incredibly diverse and exceptional skillset.

In our conversations we discussed everything from:

💥 How to navigate large organisations and make sure a CX plan is carried out

💥 The pivotal role of data and the right tools and making sure that the right CX strategy is bought in

💥 How to design a perfect customer experience and how a background in UX and marketing act as an advantage in doing so

💥 The correlation between great customer experience and great employee experience and how companies can enforce both.

💥…and much more!

TIMESTAMPS:

00:01:47 = CX learning resource recommendation

00:03:50 = How Diane got into CX and the inflexion points throughout her career

00:08:21 = How should you practice CX today

00:11:50 = How a background in psychology and UX has helped Diane in her CX career

00:15:36 = How to get stakeholders to buy into a CX program

00:19:26 = ROI vs Cost-Effective oriented CX; how CX professionals should go about pitching CX strategies

00:23:04 = How CX has been changing in 2020/21, and what the future looks like for CX

00:28:17 = How management in an organisation can improve CX by focusing on providing great employee experiences

00:33:02 = Key skills to develop to improve and succeed in CX

00:35:23 = CX stories from the Covid 19 pandemic and lessons to take for the next couple of years