In episode 90, Coffey talks with Sarah Diegnan about the systems used to create exceptional customer experiences.

They discuss the correlation between the customer journey and customer experience; all the departments that take part in a customer’s journey; the importance of a customer-centric approach for product development; effective client segmentation; how user expectations have changed; setting up actionable metrics for engagement; the current role of AI in customer experience and what to expect in the future; and how leaders can adapt the customer journey to enhance employee engagement.

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About our Guest:

Sarah Diegnan is ChartHop’s VP of Customer Experience. After leading complex implementations at Acuity Brands, Opower, and Oracle, she brings operational excellence to creating and delivering a world-class customer experience for all of ChartHop’s customers.

She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals -- making sure customers are getting the most out of ChartHop. In addition to her SaaS experience, Sarah was a practicing structural engineer at Skidmore, Owings and Merrill and worked for the commercial real estate developer, Tishman Speyer. Sarah holds a BS in Civil Engineering from Bucknell University, an MS in Structural Engineering from Stanford University and an MBA from UC, Berkeley, Haas School of Business. Sarah lives in San Francisco with her wife and two very active sons.

Sarah Diegnan can be reached at https://www.charthop.com/

About Mike Coffey:

Mike Coffey is an entrepreneur, human resources professional, licensed private investigator, and HR consultant.

In 1999, he founded Imperative, a background investigations firm helping risk-averse companies make well-informed decisions about the people they involve in their business.

Today, Imperative serves hundreds of businesses across the US and, through its PFC Caregiver & Household Screening brand, many more private estates, family offices, and personal service agencies.

Mike has been recognized as an Entrepreneur of Excellence and has twice been named HR Professional of the Year.

Additionally, Imperative has been named the Texas Association of Business’ small business of the year and is accredited by the Professional Background Screening Association.

Mike is a member of the Fort Worth chapter of the Entrepreneurs’ Organization and volunteers with the SHRM Texas State Council.

Mike maintains his certification as a Senior Professional in Human Resources (SPHR) through the HR Certification Institute. He is also a SHRM Senior Certified Professional (SHRM-SCP).

Mike lives in Fort Worth with his very patient wife. He practices yoga and maintains a keto diet, about both of which he will gladly tell you way more than you want to know.

Learning Objectives: 

1. Explain the relationship between the customer journey and customer experience and identify the key touchpoints.

2. Analyze the importance of a customer-centric approach for product development and describe effective strategies for client segmentation.

3. Gain knowledge on how leaders can adapt the customer journey to enhance employee engagement.