The Trusted Guide Podcast with Mark Slatin

Winning Stakeholder Support: The "Daisy Chain Strategy" with Roxie Strohmenger, CCXP

What are the first steps in leading a customer experience practice in any organization? 

Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies.

Roxie co-architected the CX Index™ during her 13 years at Forrester Research. She is a CX thought leader and currently serves as the Board Treasurer on the CXPA. We get into the specifics of how to transform

In this episode:

• What are the first steps after taking the lead on a CX discipline?
• What do you need to double down on?
• What's the Daisy Chain Strategy to build trust with key stakeholders?
• How to avoid being labeled as a market researcher?

We get into the specifics of how to transform a CX practice. This episode is full of deep insights.

Meet Roxie

Roxie is a Certified Customer Experience Professional (CCXP) and the Vice President of Customer Experience Strategy for UKG, a provider of HR, payroll, and workforce management solutions with more than 14,000 employees. Recently, Ultimate Software (Roxie's original company) merged with Kronos to become UKG. Shortly after the merger, she was promoted to her current VP role.

Roxie came to UKG from Forrester in 2018. There, she had led a customer experience practice centered around the CX Index, which she cocreated. It helped organizations diagnose their CX quality and identify how to improve their outcomes. This visibility into what drove other programs' success helped Roxie bring in new practices that matured UKG's program.

Roxie's very focused on using the data to diagnose the most efficient and effective way to target resources to improve the customer experience in a way that maximizes business impact. She was recognized with the CXPA's CX Impact Award in 2020 and now is that organization's Board Treasurer. She was also a finalist for the CX Leader of the Year in 2020.

Reach her on LinkedIn: https://www.linkedin.com/in/rstrohmenger/

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What Leaders Must do Today to Compete in the Future 

Bill Staikos is a CX thought leader and futurist. 

Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture.

Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners.

In this episode we cover:

• Avoiding the survey break-fix trap
• Embedding empathy into your culture
• Democratizing insights throughout the enterprise
• Re-thinking the ROI of CX argument
• Common CX pitfalls
• What to do now to prepare for the future

Bill uses a number of real world examples to support his points. 

This episode is full of gems!

Meet Bill

Bill Staikos is the Senior Vice President of Industry Solutions with Medallia. 

With more than 25 years in financial services and a primary focus on driving customer and employee experience excellence, Bill is a recognized client advocate with proven expertise in envisioning and executing holistic customer-centric strategies. 

Staikos previously served as the Head of Customer Experience at Freddie Mac where he was responsible for the creation, execution, and measurement of the Customer Experience strategy across Freddie Mac's $2.3 trillion single family guarantee portfolio. Prior to Freddie Mac, he was Head of Customer Experience Analytics & Strategy for Chase's Home Lending business, and he held senior-level, global positions with Credit Suisse Group AG and American Express.

He hosts an award-winning podcast, Be Customer Led, with listeners in nearly 80 countries, and is also co-founder of Monday Mentor Meetup, a LinkedIn group dedicated to helping Customer and Employee Experience practitioners accelerate their careers.

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Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results.

In this episode he shares: The difference between Customer Obsession and Customer Centricity The benefits of adopting customer obsession as a strategy If and how Southwest Airlines can recover from their recent troubles

Marbue Brown Bio: Marbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. 

He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com's most significant mechanisms it uses to personify its Customer Obsession culture. 

Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy.

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Disrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge

Summary Kathy is a Certified Customer Experience Professional and strategy expert. Gaining C-Suite support is one of the biggest challenges for customer experience success. 

In this episode she shares: The "Blank Brown Paper" story Why leadership is the catalyst for customer centricity How to engage reluctant leaders When to take emotional risks with leaders

Bio Kathy van de Laar Kathy van de Laar, CCXP, works at the crossroads of customer experience and organizational development. She is founder of EarlyBridge, a bureau focused on mobilizing organizations around the customer. EarlyBridge helps organizations build the bridge between their strategy and business results. Kathy has more than 20 years of experience in people driven change. Her clients include telco's, energy companies, insurance, FMCG and financial and insurance institutions. Before founding EarlyBridge, she held various management, leadership and consulting positions for Digitas, IBM, and KPMG in the United States and EMEA. She helps companies with customer strategy and mobilizing employees around strategy and results. Her team's work has been recognized with multiple Dutch CustomerFirst Awards for business impact and change, and the global Change Management award from the Association of Talent Development. She is a Certified Customer Experience Professional (CCXP) and a Customer Experience Professionals Association (CXPA) board member and mentor, focused on helping customer experience professionals develop and grow in their careers.

Met vriendelijke groet, Kathy van de Laar, managing directeur, CCXP M +31 (0)6 2124 1245 EarlyBridge BV Ellermanstraat 18A, 1114 AK, Amsterdam-Duivendrecht, The Netherlands | www.earlybridge.nl

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What's the Pioneering Edge for Today's CX Leaders according to NPS Creator, Fred Reichheld?

There's so much to unpack in this episode:

• Fred shares about a personal vulnerability
• What's the right way to listen to customers?
• What is the huge mistake companies make relative to referrals?
• How do you know if you've won or lost?
• What is financial capitalism and why should it die?
• What's on the pioneering edge today for CX leading companies?
• Will Southwest Airlines recover?

And a ton more!

Fred Reichheld Bio

FRED REICHHELD is the creator of the Net Promoter system of management, 
the founder of Bain & Company's Loyalty practice, and the author of five books  
including the New York Times bestseller The Ultimate Question 2.0. He is  
currently a fellow and senior advisory partner at Bain, where he has worked since  
1977. 

Fred is a frequent speaker at major business forums, and his work on  
customer loyalty has been widely covered in the Wall Street Journal, New York  
Times, Financial Times, Fortune, Businessweek, and The Economist. He has  
made fifteen contributions to the Harvard Business Review and, in 2012, became  
one of the original LinkedIn Influencers, an invitation-only group of corporate 
leaders and public figures who are thought leaders in their respective fields. 

In  2003, Consulting Magazine named Fred as one of the world's "25 Most  
Influential Consultants." According to the New York Times, Fred "put loyalty  
economics on the map." The Economist refers to him as the "high priest" of  
loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard  
Business School (MBA, 1978). He is based in Cape Cod and Miami. 

Video about Winning on Purpose - https://www.bain.com/our-team/fred-reichheld/

Catch Fred's Articles on LinkedIn - https://www.linkedin.com/pulse/big-ideas-2023-battling-inflation-companies-cant-just-fred-reichheld/

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How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu

Video in business is here to stay. The question is how to best leverage it to engage employees and customers to improve their experience?

On this episode:

• Qumu CEO and President Rose Bentley shares how you can best leverage technology to make deeper connections with your employees and customers. 
• She shares the specific role video plays and doesn't play in an organization
• She talks about how she uses video in her role as CEO and the lessons that leaders can learn to improve effectiveness and engagement

Rose Bentley

Rose Bentley is responsible for overseeing global operations and implementing the strategic growth plan for Qumu. Her experience and leadership most recently at Teradata and Cisco have been focused on developing and partnering to deliver technology-driven business solutions and services, optimizing go-to-market performance, providing a seamless customer experience, and driving profitable revenue growth.

Qumu

Qumu Video Engagement Platform is a SaaS-based enterprise video technology that helps globally distributed enterprises create, control, deliver, experience and analyze live and recorded video at scale. It drives greater context and connection in communications with employees, customers and partners in the modern workplace, one that is highly distributed and diverse.

https://qumu.com/about/

Read Rose Bentley's Vivid Vision and learn more about Qumu

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Part 2 of 2

Predictive NPS - How Loyalty Measurement is Changing with Rob Markey

A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!

Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.

In Part 2 (this episode):

We discuss:

• Rob's definition of customer experience
• The impact of digital transformation on CX
• Why and how NPS will still play a role despite the emergence of technology
• The evolution of NPS in a digital world
• Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!)

Rob Markey Bio

• Has led dozens of successful customer-centric transformations at large, global companies​
• Creator of Bain's approach to customer-centricity​
•  Introduced Earned Growth through Customer Value Management in "Are You Undervaluing Your Customers," Harvard Business Review, Jan-Feb 2020​
•  Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain's NPS Loyalty Forum​
• Founder of Bain's Customer Strategy and Marketing practice​
• 30+ years at Bain​
• MBA, Harvard; BA, Brown​
•  Ran 7 marathons and aspires to complete all the world majors by 2024
• And by the way, happens to host his own podcast, The Net Promoter System Podcast

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Rob Markey on the Delighted Customers Podcast Part 1 of 2

What would you expect from one of the top CX thought leaders in the world?

A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!

Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.

In Part 1 (this episode):

We discuss:

Loyalty levers to pull in a down economy How loyalty leaders can excel in a recession Why Rob initially rejected a single question to measure customer loyalty? This misinterpretation of Net Promoter Score Why that one question was selected as the right question to measure customer loyalty

Rob Markey Bio

Has led dozens of successful customer-centric transformations at large, global companies​ Creator of Bain's approach to customer-centricity​ Introduced Earned Growth through Customer Value Management in "Are You Undervaluing Your Customers," Harvard Business Review, Jan-Feb 2020​ Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain's NPS Loyalty Forum​ Founder of Bain's Customer Strategy and Marketing practice​ 30+ years at Bain​ MBA, Harvard; BA, Brown​ Ran 7 marathons and aspires to complete all the world majors by 2024 And by the way, happens to host his own podcast, The Net Promoter System Podcast

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I caught up with Brittany Knox at MSU's CXM 360 Conference. Brittany is a graduate student in MSU's Masters of Science in Customer Experience Management. She's also a Project Consultant at BCBS of Michigan.

In this episode, she shares:

• The benefits of walking in the shoes of the employee who is serving BCBS members

• The importance of looking at customer pain points holistically to determine root causes

• Why she was led to background enroll in the MSU CXM program although she was a researcher at Johns Hopkins

Brittany Knox

Brittany Knox is a Michigan State University graduate student in the inaugural cohort for the Customer Experience Management program; however, she is not a novice in the CX field. 

For the past six years, she has been obsessed with the customers of Blue Cross Blue Shield of Michigan. As a consultant, her primary focus is tracking and reporting key initiatives that make a significant impact on the customer experience. Prior to that, she coordinated research studies in asthma, ovarian cancer, and autism. 

Brittany is passionate about helping minority owned businesses deliver on their brand's promise. 

Through CX, she's able to tap into her superpower -- connecting with the customer through empathy and building an employee culture that supports the company's customer experience goals. 

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The Role of Perception and Expectations in Customer Experience

This episode is definitely different!

Gary David, PhD, is a professor of sociology and a conversational analyst. 

On this episode:

• What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs
• We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer's experience with your brand.
• We look at "the collective," how our experience gets shaped differently when we experience things with others. 
• We consider Gartner's definition of customer experience that underscores the importance perceptions and feelings play in CX. Gary has a slightly different spin on that.

A fascinating episode that will definitely provide some new learnings.

Meet Gary

Gary David is a Professor of Sociology and Experience Design at Bentley University. He also is a professional speaker and consultant focusing on creating workplace communities and connected environments, DEI & Belonging, and experience design and alignment. He is co-host of Experience by Design podcast, where he and co-host Adam Gamwell "explore experience designs of all kinds." He also livestreams on Twitch as "ProfessorEXP", where he leads discussions on current events, culture, business, digital entertainment, and design.

https://www.experiencexdesign.com/episodes

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