Uniphore CX Day Live Stream - Shawn Nason & Jeannie Walters - Conversations That Matter - Episode #36

Conversations That Matter, a podcast from Uniphore

Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience.

Takeaways:

• CX Myth: “CX is not a business strategy”. To properly build a robust CX platform in your company, it needs to be intentional. Simply telling yourselves that you need to treat customers better won't magically change your culture.
• CX Myth: “CX should be siloed and its own department”. A successful CX program is one that treats CX, customer success, and customer service as a collective strategy.
• A good litmus test for the priority your business has for CX is to look at the org chart. If the CXO is 3 or 4 reports down, CX likely isn’t a high priority.
• Pay attention to your frontline CX workers. By empowering them, you reduce the turnover rate and increase job satisfaction and productivity.
• CX education has a long way to come. Education programs need to be taught by people who have worked in these roles.
• CX is happening regardless of your investment in it. Even if you don't have a CX strategy, customers are still having experiences with your brand.
• One of the biggest challenges facing the industry is integrating and centralizing customer data. You can’t predict things for customers if you can’t look at their history.

Quote of the Show:

“How can we say customer experience is a priority when it doesn't have a budget.” - Jeannie Walters

“If higher ed is going to teach it, make sure you're doing it with someone who has been in the trenches.” - Shawn Nason

“Sometimes people don’t even realize they're doing customer experience.” - Randy Ksar

Links:

Jeannie:

• Twitter: https://twitter.com/jeanniecw
• LinkedIn: https://www.linkedin.com/in/jeanniewalters/
• Website: https://experienceinvestigators.com/
• Podcast: http://www.crackthecustomercode.com/

Shawn:

• Twitter: https://twitter.com/manonfiresocial
• LinkedIn: https://www.linkedin.com/in/nasonshawn/
• Website: https://www.mofi.co/
• Podcast: https://shawnnason.com/the-combustion-chronicles-2/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M