This Is CX

In this episode, Paul and Mike discuss the outcomes of West Monroe's most recent Customer Experience research study, understanding the success and challenges organizations have quantifying the ROI of Customer Experience, and five key strategies that CX Professionals can leverage to demonstrate this ROI to their organization.

In this episode, Paul and Mike are joined by their colleague Ariane Fund, a Principal in the Customer Experience practice and resident "Customer Research" expert, to discuss different ways CX practitioners can deliver value to organizations by scaling and operationalizing their journey mapping efforts, including: 1) leveraging a Journey Atlas to understand the whole picture and help organizations determine where to focus on customer improvements, 2) Leveraging data and data-drive tools to visualize and analyze journeys, 3) scaling journey capabilities through training and the concept of journey champions and owners, and 4) codified governance processes to prioritize and drive accountability to achieve their expected ROI of improvements.

In this episode, Mike and Paul are rejoined by Gary Batroff, Senior Manager in West Monroe's Customer Experience Practice, to discuss key trends that they are seeing and discussing related to Voice of the Customer (VoC) programs. During this conversation, we touch on new technology that is readily available, to the different ways organizations are collecting feedback, expanding VoC programs to include employees and partners, the focus on taking action, and the increase in "stall-outs" of VoC programs.

In this episode, Mike and Paul are joined by Gary Batroff, Senior Manager from West Monroe's Customer Experience practice, to discuss seven key mindset shifts (and other best practices) that Voice of the Customer (VOC) Program Owners should adopt to help revive, or reignite, their programs if they find themselves stuck in a "rut".

In this episode, Mike is joined by guest Mazen Ghalayini, Managing Director and Leader of West Monroe’s Customer Experience practice, to discuss how CX leaders can speak about – and build the business case for – CX transformation efforts with their CFOs. Specifically, they highlight how to speak about CX in the CFO’s language (numbers and dollars) by defining a CX Value Framework, aligning and prioritizing initiatives with existing portfolio management processes, executing incremental value “check-ins” to continuously realize value, and choosing the appropriate “CEO$” KPIs to quantify that value of CX.

In this episode, Paul and Mike revisit one of their key 2019 CX trends, discussing five ways organizations can use customer experience to help recession-proof their business in any potential upcoming economic downturn. These five recommendations include anchoring around a customer-centric north star to drive purpose and priority, getting closer to your customers to better understand their needs, make strategic cuts to the business in areas that customers don't care about or doesn't matter to them, redeploy employees to maximize value to the organization, and leverage CX to drive synergies across organizations involved in any M&A activities.

In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at Comcast. We discuss how CX is structured and operates within Comcast, how they use the NPS system to drive operations and budgeting, the company’s challenges continuing to improve scores, and how to maintain positive momentum.

In this episode, Mike and Paul discuss the Wall Street Journal’s article about the Net Promoter Score (NPS) as a “fad” metric being used by organizations in an attempt to demonstrate their focus on customers – ultimately highlighting many perceived challenges with the metric itself. They discuss what the article got right, what it got wrong, and some best practices to avoid the identified measurement challenges.

In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipline, the challenges they've faced in executing on this vision, the relationship between a CX Leader and CX Executive Sponsor, and some key lessons learned for other CX leaders.

In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to becoming a C-level executive focused on delivery of value through the day-to-day engagement with customers at the AMA. They discuss how the role fits within the organization, the successes and challenges he's had with delivering on his vision for customer engagement, and sharing some key lessons-learned for other experience leaders within their organizations.