New Masters of CX episode!🔥 Listen to our 30-mins chat with Rodrigo Padilha, where we cover the following:

💥 Value and issues with a metrics-driven approach

💥 How to solve the problem of scaling CX within an org

💥 The role of great tools in producing great customer-centricity and how to find the right one for your team

💥 CX skills and how an engineering training propelled Rodrigo to excel in CX

So grab your hot drink of choice and give it a listen! 🍵 ☕️

TIMESTAMPS:

00:42:00 - Favourite book/podcast

00:02:08 - CX inspiration

00:03:29 - Rodrigo’s superpower

00:06:30 - What does CX mean to Rodrigo

00:09:04 - Biggest challenges everyday

00:12:18 - Value and issues with metrics-driven approach

00:13:50 - How to solve the problem of scaling CX within an org

00:15:40 - How to get junior people involved in CX in every team of a company

00:19:40 - The role of great tools in producing great customer-centricity

00:25:55 - How to find the right tool to get the specific job done

00:28:50 - How Rodrigo ended up in CX

00:32:53 - CX skills and how an engineering training prepared Rodrigo to excel in CX

00:34:20 - Advice for people working to grow within the CX space

00:39:14 - Favourite learning resources to stay ahead of the game in CX

00:42:11 - How has COVID affected his CX philosophy and what can we expect going forward in CX