If you went to two different coffee shops that both had the same quality of coffee for the same price, which would you choose over the other? And more importantly – why? 

It all comes down to the customer experience – and being able to answer “why” is the key to any company’s CX. Join Shawn Nason and Gene Lee to discover how employee trust, culture and buy-in impact CX, why good CX is more human-obsessed than customer-obsessed, how to start figuring out the answer to your business’ “why,” and more.

In this episode

What we learned from Gene

Notable quotes

[05:09] - “Once you have the trust, the who, when and how, becomes a lot easier.”

[05:33] - “You gotta build your trust with your peers, stakeholders, and partners.”

[08:03] - “Don’t fall in love with the tool and try to convince the organization, use it and show them the value of it.”

[21:05] - “Bring the customer in as you concept and co-create. Be closer to the customer.”

[23:13] - “You have to go slow to move fast and really understand the problem and understand what areas of experience that we can move the needle.”

Our guest

Gene Lee is the Vice President of experience design at Autodesk where he leads a talented, multidisciplinary team responsible for delivering a seamless end-to-end customer experience across the entire digital customer lifecycle.

Previously, he served as chief experience officer at Mailchimp, and also had the opportunity to work at Sony PlayStation, Nickelodeon, Scholastic, Landor, Y&R, among many other great brands.

Resources & Links

Gene Lee

LinkedIn: https://www.linkedin.com/in/gene337/

Shawn Nason

LinkedIn: https://www.linkedin.com/in/nasonshawn/

Instagram: https://www.instagram.com/manonfiresocial/

Twitter: https://twitter.com/manonfiresocial

Website: https://shawnnason.com/

MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast

Website: https://shawnnason.com/combustion-chronicles-episodes/

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