New Masters of CX episode!🔥 Listen to our 30-mins chat with Jim Buscaglio, Senior Customer Success Manager at GE Digital, where we cover the following:

💥 How to lead a CX transformation, from vision to execution to scaling!

💥 How to apply a data-driven approach to your CX strategy, and a framework to make it a repeatable process!

💥 What the future holds data-driven CX, and why companies will start putting CX at the top of their agenda!

💥 Why structured problem-solving, organisational and communication skills are the top 3 skills you should focus on to excel in CX!

TIMESTAMPS:

00:00:23 - Favourite learning resource for CX

00:05:26 - How Jim defines CX and his personal CX philosophy

00:07:08 - If Jim approaches CX in a ROI-driven manner, cost management manner, or a combo

00:10:51 - How to go about building and scaling a CX culture

00:12:49 - CX trends discussion and how the pandemic changed how Jim sees CX changing over the next few years

00:17:38 - How companies can focus on employee experience first to deliver great CX as a result

00:19:58 - Overview of Jim’s career and advice he has for aspiring CX and CS managers

00:23:56 - How companies are breaking silos when it comes to CX and why companies will start putting CX at the top of their agenda