Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Full Transcript

Hi, everyone. Another loose threads, missing threads mini episode from the CX patterns podcast with Sam Stern. This week, I wanted to circle back on two things from last week's episode with Megan Burns. The episode was CX transformation needs employee activation. First a loose thread. I had a suspicion I was misattributing the quote to mark Twain when it was someone else's.

And it turns out it was right to doubt myself. It was actually Jonathan swift famous satirist and author of Gulliver's travels among other books, who said you can't reason someone out of a position they didn't reason themselves into. As a reminder of the context, Megan and I were talking about the fallacy of CX teams to try to convince their colleagues

of the value of CX by using data to demonstrate its impact. Look, this is a misstep I'm guilty of myself. So not throwing stones here. Uh, but it is important to bear in mind that your colleagues who are reticent or skeptical of CX don't feel that way because they have carefully considered all the data and decided after much reflection that customer experience just isn't worth it.

No. If they've even thought about it at all, And many haven't, they have not given customer experience an in depth evaluation. Count on that.

Now a missing thread. Megan and I perhaps didn't quite emphasize how much activation is an ongoing project. Not a one-off. Look, we didn't say it was easy far from it, but I also want to be clear that once you start focusing on employee activation,

You should know that it is now a longterm part of your CX transformation efforts. It's worth it to get to a point where all employees across your company can make the right contributions to delivering great customer experience. You have to activate them. And then you have to empower enable and inspire them on a continuous basis.

Uh, activation. Is the start and then don't stop.

That's it for now, I'll be back with a full episode next week, excited to share a conversation with another former Forrester colleague. And Hey, if you're wondering if this podcast is just an excuse to have in-depth conversations with smart people, about my favorite topic, customer experience. Well, trust your instincts, Talk to you soon. And if you're enjoying the podcast would be very appreciative if you shared it with someone, you know, who you think might like it as well.

Thanks. Bye. 

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