Our guest today Richard Vernon is a customer experience extraordinaire. He is here to talk CX. The real question we need to ask ourselves these days is how do you go from old to new? What is the paradigm shift? If you want to change a practice or behavior, then you have to change your paradigm and the results you’ll get is change. Spending time on the front lines and seeing customer experience through their eyes is transformational. Sometimes the best ideas will come from those who are dealing with customers all day every day and Richard talks about how they’ve gotten great CX ideas by brainstorming with the customer service reps.

Richard’s background 1:01
Paradigm shift 2:30
Coaching 5:57
How do we truly authenticate a customer in a warm and friendly way? 13:20

“So it went around, there were some ideas shared, but nothing really stuck, and then this cute little gal raised her hand in the corner. She rarely participates and she says ‘here’s what I say. I say well who do I have the pleasure of speaking with today?’ I was ready to give her my credit card, my social security number. It was the most friendly way.” 14:02

https://www.linkedin.com/in/richardvernon/