https://simplecast.com This Is CX "This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric. © 2017 West Monroe Partners en-us Thu, 25 Feb 2021 20:00:00 +0000 Thu, 25 Feb 2021 20:00:10 +0000 http://www.westmonroepartners.com/Services/BusinessSolutions/Customer-Experience This Is CX https://image.simplecastcdn.com/images/96fa5306-7816-427a-84c6-29481129ff80/f442d2ea-ab35-4eec-b2c9-94e5dd3977e5/3000x3000/thisiscx_2019_v1.jpg?aid=rss_feed http://www.westmonroepartners.com/Services/BusinessSolutions/Customer-Experience episodic "This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric. Paul Hagen, Mike Manfredo no https://feeds.simplecast.com/ylRJUEt_ Customer Experience, Customer Strategy, CX Mike Manfredo and Paul Hagen lolder@westmonroepartners.com 865ce63b-c01c-4654-a68d-91b245e63cee Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini From the conversation, please find links to the following content:

 

 

We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social:

 

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Thu, 25 Feb 2021 20:00:00 +0000 lolder@westmonroepartners.com (Mike Manfredo, Mazen Ghalayini) https://thisiscx.simplecast.com/episodes/converge-customer-experience-and-digital-to-thrive-in-2021-with-mazen-ghalayini-DHaJKoNH From the conversation, please find links to the following content:

 

 

We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social:

 

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini Mike Manfredo, Mazen Ghalayini 00:29:54 In this episode, Mike is joined by Mazen Ghalayini, Managing Director of West Monroe's new Product & Experience Lab, to discuss three key trends we see for organizations to shift from surviving to thriving in 2021. The trends focus on converging customer experience with digital elements to position organizations for growth, including: 1) accelerate innovation through agile, adaptive business models, 2) connect digital and analog experiences across the customer journey, and 3) leverage your customer data to drive your CX strategy. They share two other predictions for what we will see in the world of CX in 2021. In this episode, Mike is joined by Mazen Ghalayini, Managing Director of West Monroe's new Product & Experience Lab, to discuss three key trends we see for organizations to shift from surviving to thriving in 2021. The trends focus on converging customer experience with digital elements to position organizations for growth, including: 1) accelerate innovation through agile, adaptive business models, 2) connect digital and analog experiences across the customer journey, and 3) leverage your customer data to drive your CX strategy. They share two other predictions for what we will see in the world of CX in 2021. data, agile, customer experience, digital, analytics, customer insights, customer journey no full 62 e2213239-40a1-4a8b-ba21-e17bcce36e23 The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta For more information about Nick Mehta and his perspectives, please visit his website:

https://www.mehtaphysical.com/

Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Mon, 14 Sep 2020 17:00:04 +0000 lolder@westmonroepartners.com (Nick Mehta, Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/a-conversation-with-gainsight-ceo-nick-mehta-eAg3v53z For more information about Nick Mehta and his perspectives, please visit his website:

https://www.mehtaphysical.com/

Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta Nick Mehta, Paul Hagen, Mike Manfredo 00:35:59 In this episode, Mike and Paul speak with Gainsight CEO, Nick Mehta, to discuss the merging worlds of customer experience and customer success and how COVID is impacting these functions. Listen to hear: · Mehta’s origin story · His point of view on customer success (CS) and how it exists within organizations as a capability and function · Why organizations need to focus on customer outcomes and measurement best practices · Common challenges organizations face when considering a CS technology solution · How CS technology is different from traditional CRM and CXM solutions In this episode, Mike and Paul speak with Gainsight CEO, Nick Mehta, to discuss the merging worlds of customer experience and customer success and how COVID is impacting these functions. Listen to hear: · Mehta’s origin story · His point of view on customer success (CS) and how it exists within organizations as a capability and function · Why organizations need to focus on customer outcomes and measurement best practices · Common challenges organizations face when considering a CS technology solution · How CS technology is different from traditional CRM and CXM solutions crm, b2c, cxm, customer success, consumer, b2b, customer experience, cx no full 61 c41f3d56-a1a1-41a4-b9a4-0953dbb56935 Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova For more information about Tiffani Bova, please visit her website:

http://tiffanibova.com/

Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Mon, 3 Aug 2020 17:00:03 +0000 lolder@westmonroepartners.com (Mike Rowland, Tiffani Bova, Mike Manfredo) https://thisiscx.simplecast.com/episodes/getting-back-to-growth-a-conversation-with-salesforces-tiffani-bova-2Ida0KpR For more information about Tiffani Bova, please visit her website:

http://tiffanibova.com/

Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova Mike Rowland, Tiffani Bova, Mike Manfredo 00:44:43 In this episode, Mike is joined by guest co-host Mike Rowland, Director and Customer Experience Strategy National Lead for West Monroe to have a conversation about how organizations get back to growing their business again while navigating continuous interruptions created by the COVID pandemic. For this discussion, Mike and Mike are joined by Tiffani Bova, Global Growth Evangelist at Salesforce and author of the book “Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business”. Together they talk about: - The need to be “employee-first AND customer-centric”, - How the lines are blurring between B2B and B2C and how B2B organizations should look to B2C for signals and lessons learned, - The “heavy-dose” of listening required to understand how to meet customers' new needs, - How innovation and the ability to be nimble is the key to success coming out of the pandemic In this episode, Mike is joined by guest co-host Mike Rowland, Director and Customer Experience Strategy National Lead for West Monroe to have a conversation about how organizations get back to growing their business again while navigating continuous interruptions created by the COVID pandemic. For this discussion, Mike and Mike are joined by Tiffani Bova, Global Growth Evangelist at Salesforce and author of the book “Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business”. Together they talk about: - The need to be “employee-first AND customer-centric”, - How the lines are blurring between B2B and B2C and how B2B organizations should look to B2C for signals and lessons learned, - The “heavy-dose” of listening required to understand how to meet customers' new needs, - How innovation and the ability to be nimble is the key to success coming out of the pandemic great reset, employee experience, b2c, innovation, customer-centric, b2b, customer experience, employee-first, growth, great restart, customer listening no full 60 3beb3d9d-ce81-4ede-bfca-90496e0aa10a Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Digital Transformation Offerings

Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Fri, 1 May 2020 19:00:07 +0000 lolder@westmonroepartners.com (Elli Rader, Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/digital-metamorphosis-rethinking-how-organizations-work-to-drive-digital-and-customer-experience-bgjERG0m For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Digital Transformation Offerings

Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience Elli Rader, Paul Hagen, Mike Manfredo 00:20:52 PLEASE NOTE: This episode was recorded prior to the COVID-19 pandemic that has hit the US this year, but the key takeaways are more critical then ever for organizations to survive and accelerate out of the current market conditions. In this episode, Paul and Mike are joined by guest Elli Rader, a director in West Monroe's Product Studio, to discuss what's needed for organizations to rethink what they're doing and become digital companies. Some of these shifts include: - Focus on an outcomes-based vs. deliverables-based approach - Build comfort with more agile execution practices - Learn from actual customers usage of products and services and improve through continual iteration - Bring cross-functional groups to solve specific customer issues - Just start - there are no perfect conditions to begin improving and transforming PLEASE NOTE: This episode was recorded prior to the COVID-19 pandemic that has hit the US this year, but the key takeaways are more critical then ever for organizations to survive and accelerate out of the current market conditions. In this episode, Paul and Mike are joined by guest Elli Rader, a director in West Monroe's Product Studio, to discuss what's needed for organizations to rethink what they're doing and become digital companies. Some of these shifts include: - Focus on an outcomes-based vs. deliverables-based approach - Build comfort with more agile execution practices - Learn from actual customers usage of products and services and improve through continual iteration - Bring cross-functional groups to solve specific customer issues - Just start - there are no perfect conditions to begin improving and transforming digital customer, human centered design, digital customer experience, customer experience, digital, digital product, digital transformation no full 59 72fe5080-00f5-4ba3-b67b-7b7a72e99b0f Best Practices to Enable Work-from-Home Customer Service Professionals For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Wed, 15 Apr 2020 18:00:10 +0000 lolder@westmonroepartners.com (Cindy Garrett, Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/best-practices-to-enable-work-from-home-customer-service-professionals-ZkMSVzsc For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Best Practices to Enable Work-from-Home Customer Service Professionals Cindy Garrett, Paul Hagen, Mike Manfredo 00:20:18 During this episode, Paul and Mike are once again joined by colleague Cindy Garrett, director in our Customer Experience practice, to discuss best practices for customer service organizations to enable their work-from-home professionals and provide the best employee experience, given the current COVID-driven environment. These best practices include: 1) Using cloud-based technology to easily stand-up remote employees, including telephony and knowledge base platforms 2) Increasing the frequency of the use of their Voice of the Employee programs to best understand employees new needs 3) Building a remote-based set of rituals to drive a sense of community, including the use of video chat for team stand-ups and 1-on-1 meetings 4) Supporting employees emotional needs and shielding the service professionals from being “the bad guys” by setting expectations with customers During this episode, Paul and Mike are once again joined by colleague Cindy Garrett, director in our Customer Experience practice, to discuss best practices for customer service organizations to enable their work-from-home professionals and provide the best employee experience, given the current COVID-driven environment. These best practices include: 1) Using cloud-based technology to easily stand-up remote employees, including telephony and knowledge base platforms 2) Increasing the frequency of the use of their Voice of the Employee programs to best understand employees new needs 3) Building a remote-based set of rituals to drive a sense of community, including the use of video chat for team stand-ups and 1-on-1 meetings 4) Supporting employees emotional needs and shielding the service professionals from being “the bad guys” by setting expectations with customers remote work, remote workforce, contact center, customer experience, customer service, work from home no full 58 45c4da56-c49f-4239-ab8c-ee115e90e3a5 Innovating on Customer Service and Cost Reduction in response to COVID-19 For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Mon, 6 Apr 2020 19:00:24 +0000 lolder@westmonroepartners.com (Cindy Garrett, Michael Manfredo, Paul Hagen) https://thisiscx.simplecast.com/episodes/innovating-customer-service-and-cost-reduction-with-covid-79undnj8 For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Innovating on Customer Service and Cost Reduction in response to COVID-19 Cindy Garrett, Michael Manfredo, Paul Hagen 00:19:30 In this episode, Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations. She discusses what companies should and should not be doing in response to COVID-19 to meet new customer needs by adapting their service operations while also containing costs, including: - Focusing on customers and employees as people - Increasing transparency and personalization of communication - Creatively and rapidly innovating on their service delivery model - Empowering employees to make decisions to meet their customers’ needs In this episode, Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations. She discusses what companies should and should not be doing in response to COVID-19 to meet new customer needs by adapting their service operations while also containing costs, including: - Focusing on customers and employees as people - Increasing transparency and personalization of communication - Creatively and rapidly innovating on their service delivery model - Empowering employees to make decisions to meet their customers’ needs cost-cutting, productivity, contact center, customer experience, customer service, call center no full 57 e4f61d92-1ab6-43e6-b893-67251607eec8 Five Key Trends Bringing Customer Success and Customer Experience Together For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Thu, 27 Feb 2020 17:00:12 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/five-key-trends-bringing-customer-success-and-customer-experience-together-RTvklGWY For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Five Key Trends Bringing Customer Success and Customer Experience Together Mike Manfredo and Paul Hagen 00:25:43 In this episode, Paul and Mike are joined by Dhaval Moogimane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to continue our discussions focusing on the merging of Customer Experience and Customer Success. They discuss five key trends driving the evolution and merging of Customer Success and Customer Experience, including: - Shifting the focus on outcomes from primarily Churn Reduction to Relationship Expansion (Net Retention Growth) - Tighter integration and alignment of distinct roles between Customer Success and Customer Experience functions - Delivering CS at Scale across all customers (and not just the most important) - Evolving customer-focused technology to drive CS - The importance of data and organizations' ability to deliver the right data and the right time in the right context to lead to action In this episode, Paul and Mike are joined by Dhaval Moogimane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to continue our discussions focusing on the merging of Customer Experience and Customer Success. They discuss five key trends driving the evolution and merging of Customer Success and Customer Experience, including: - Shifting the focus on outcomes from primarily Churn Reduction to Relationship Expansion (Net Retention Growth) - Tighter integration and alignment of distinct roles between Customer Success and Customer Experience functions - Delivering CS at Scale across all customers (and not just the most important) - Evolving customer-focused technology to drive CS - The importance of data and organizations' ability to deliver the right data and the right time in the right context to lead to action no full 56 738a6133-a497-41c1-8531-102ed798c9e2 Come Together: The Merging of Customer Experience and Customer Success For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Thu, 6 Feb 2020 16:00:24 +0000 lolder@westmonroepartners.com (Neil Jane, Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/come-together-the-merging-of-customer-experience-and-customer-success-SlcgE7sd For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Come Together: The Merging of Customer Experience and Customer Success Neil Jane, Paul Hagen, Mike Manfredo 00:24:41 In this episode, Paul and Mike are joined by Neil Jane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to begin a mini-series focusing on the merging of Customer Experience and Customer Success. They discuss the reasons behind the rise of Customer Success, the key KPIs and metrics used to demonstrate the value CS can deliver to the organization, and the similarities and differences of the key building blocks of these two disciplines, including: - the need to understand your customers, - an agreed-upon strategy, - an ability to govern and operationalize within the organization, - the required structure to execute, - and the mindset and cultural shifts needed to ensure long-term success In this episode, Paul and Mike are joined by Neil Jane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to begin a mini-series focusing on the merging of Customer Experience and Customer Success. They discuss the reasons behind the rise of Customer Success, the key KPIs and metrics used to demonstrate the value CS can deliver to the organization, and the similarities and differences of the key building blocks of these two disciplines, including: - the need to understand your customers, - an agreed-upon strategy, - an ability to govern and operationalize within the organization, - the required structure to execute, - and the mindset and cultural shifts needed to ensure long-term success customer success, customer experience no full 55 d98d6444-25ac-4a8b-a32f-b183e4818eef Gazing into the CX Crystal Ball for 2020 Trends For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:

 What to Expect From CX in 2020: 3 Accelerating Trends.

Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Thu, 16 Jan 2020 16:00:13 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/gazing-into-the-cx-crystal-ball-for-2020-trends-WS_6m6sr For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:

 What to Expect From CX in 2020: 3 Accelerating Trends.

Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

]]> Gazing into the CX Crystal Ball for 2020 Trends Mike Manfredo and Paul Hagen 00:22:50 In this episode, Paul and Mike bring out their CX crystal ball to talk about three key accelerating trends for CX in 2020: 1) How the intersection of Customer Success and Customer Experience is gaining steam, 2) How the need for organization-wide data will drive an increased focus on customer data management, and 3) How traditional CRM capabilities will evolve to provide more personalized experiences for customers. Additionally, they talk about their "wishes" for CX in 2020, including: 1) Building financial literacy to articulate the value of CX, 2) Mainstream adoption of journey-based operating models in organizations 3) Businesses fully adopting more human-centered and purpose-driven outcomes as the 2019 "Business Roundtable" articulate (creating value for customer, community and employee, not just shareholders) 4) CX leaders driving the upfront elements of digital transformation In this episode, Paul and Mike bring out their CX crystal ball to talk about three key accelerating trends for CX in 2020: 1) How the intersection of Customer Success and Customer Experience is gaining steam, 2) How the need for organization-wide data will drive an increased focus on customer data management, and 3) How traditional CRM capabilities will evolve to provide more personalized experiences for customers. Additionally, they talk about their "wishes" for CX in 2020, including: 1) Building financial literacy to articulate the value of CX, 2) Mainstream adoption of journey-based operating models in organizations 3) Businesses fully adopting more human-centered and purpose-driven outcomes as the 2019 "Business Roundtable" articulate (creating value for customer, community and employee, not just shareholders) 4) CX leaders driving the upfront elements of digital transformation no full 54 90f9d972-aa88-44e5-a607-a69d53ba1672 Revisiting Our 2019 CX Trends Predictions As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:

Quantifying the ROI of Customer Experience

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)

]]> Tue, 31 Dec 2019 16:00:01 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/revisiting-our-2019-cx-trends-predictions-bOGlzKSS As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:

Quantifying the ROI of Customer Experience

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)

]]> Revisiting Our 2019 CX Trends Predictions Mike Manfredo and Paul Hagen 00:17:55 In this episode, Paul and Mike revisit their 2019 CX trend predictions from the beginning of the year and see if and how the industry has moved forward in 2019. Additionally, they share a couple of key takeaways, including how emotion and longer-term (and broader) value were beginning to show public prominence from business leaders. In this episode, Paul and Mike revisit their 2019 CX trend predictions from the beginning of the year and see if and how the industry has moved forward in 2019. Additionally, they share a couple of key takeaways, including how emotion and longer-term (and broader) value were beginning to show public prominence from business leaders. no full 53 3d57d68b-e41e-4e62-9f8e-1ab1b7baf0a7 5 Strategies for Demonstrating the ROI of Customer Experience The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:

Quantifying the ROI of Customer Experience

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> Thu, 14 Nov 2019 16:00:11 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/5-strategies-for-demonstrating-the-roi-of-customer-experience-gp04KTew The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:

Quantifying the ROI of Customer Experience

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> 5 Strategies for Demonstrating the ROI of Customer Experience Mike Manfredo and Paul Hagen 00:25:39 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 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. no full 52 073cb62a-5504-407c-bfd3-b14cd36a0c73 4 Ways to Scale and Operationalize Your Journey Efforts If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> Thu, 10 Oct 2019 15:00:02 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/4-ways-to-scale-and-operationalize-your-journey-efforts-9himeMbv If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> 4 Ways to Scale and Operationalize Your Journey Efforts Mike Manfredo and Paul Hagen 00:33:10 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, 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. no full 51 819608b6-a7f3-4a2c-8f1b-329291c5c3f9 6 Key Voice of the Customer Trends The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:

7 Mindsets to Revive Your Voice of the Customer (VOC) Program

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> Thu, 26 Sep 2019 15:00:00 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/6-key-voice-of-the-customer-trends-oZuqA8aO The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:

7 Mindsets to Revive Your Voice of the Customer (VOC) Program

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> 6 Key Voice of the Customer Trends Mike Manfredo and Paul Hagen 00:20:33 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 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. no full 50 bf19644e-3edb-426c-93fc-e347bcc8eed6 7 Mindsets to Revive Your Voice of the Customer (VOC) Program These seven mindsets are from Gary's recently released White Paper that is available at the following link for download:

7 Mindsets to Revive Your Voice of the Customer (VOC) Program

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> Thu, 5 Sep 2019 17:00:11 +0000 lolder@westmonroepartners.com (Gary Batroff, Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/7-mindsets-to-revive-your-voice-of-the-customer-voc-program-4rar_55b These seven mindsets are from Gary's recently released White Paper that is available at the following link for download:

7 Mindsets to Revive Your Voice of the Customer (VOC) Program

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

]]> 7 Mindsets to Revive Your Voice of the Customer (VOC) Program Gary Batroff, Paul Hagen, Mike Manfredo 00:25:51 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 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". voice of the customer, voc, customer experience no full 49 ec4b578c-a971-4a9e-aa23-118f40c26eba Talking CX With Your CFO Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience

]]> Thu, 18 Jul 2019 13:00:11 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/talking-cx-with-your-cfo-mw0ZqenC Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience

]]> Talking CX With Your CFO Mike Manfredo and Paul Hagen 00:28:25 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$” KPIs to quantify that value of CX. In this episode, Mike is joined by guest Mazen Ghalayini, Managing Director and Leader of West Monroe’s Customer Experience practice, to discuss how CX leaders can speak about – and build the business case for – CX transformation efforts with their CFOs. Specifically, they highlight how to speak about CX in the CFO’s language (numbers and dollars) by defining a CX Value Framework, aligning and prioritizing initiatives with existing portfolio management processes, executing incremental value “check-ins” to continuously realize value, and choosing the appropriate “CEO$” KPIs to quantify that value of CX. no full 48 9892182c-7c3a-4e59-bc36-a24414298972 Five Ways to Recession-Proof Your Business with Customer Experience This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience .

]]> Wed, 3 Jul 2019 18:00:05 +0000 lolder@westmonroepartners.com (Mike Manfredo and Paul Hagen) https://thisiscx.simplecast.com/episodes/five-ways-to-recession-proof-your-business-with-cx-k07N3fhe This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience .

]]> Five Ways to Recession-Proof Your Business with Customer Experience Mike Manfredo and Paul Hagen 00:18:53 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, 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. no full 47 08739226-4ea0-4672-bd74-4246e94b3bbe An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast Thu, 20 Jun 2019 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/kyle-mcslarrow-interview-49258b8d An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast Paul Hagen, Mike Manfredo 00:41:14 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 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. nps system, customer experience, kyle mcslarrow, cx, comcast no full 46 4994197c-60f2-4a18-a008-93d7ba1f8d5d Reaction to the Wall Street Journal's Article on NPS The Wall Street Journey article that Mike and Paul reference can be found below:

Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084.

]]> Wed, 5 Jun 2019 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/wsj_nps_reaction-e9e6144d The Wall Street Journey article that Mike and Paul reference can be found below:

Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084.

]]> Reaction to the Wall Street Journal's Article on NPS Paul Hagen, Mike Manfredo 00:21:11 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 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. wall street journey, net promoter score, net promoter system, nps, wsj no full 45 bd0bc325-9516-4c6d-8eaa-db839e73b23e An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund Mon, 15 Apr 2019 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/sparkfund_cx-a1f4d7e3 An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund Paul Hagen, Mike Manfredo 00:37:53 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 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. angela ferrante, sparkfund, emily rasowsky, customer experience no full 44 4bb28213-1f7d-4fe1-977d-fda515f5c8b2 An Interview with Todd Unger, Chief Experience Officer of the AMA Wed, 20 Mar 2019 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/a6f48fba-9201547d An Interview with Todd Unger, Chief Experience Officer of the AMA Paul Hagen, Mike Manfredo 00:27:44 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. 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. american medical association, todd unger, chief experience officer no full 43 d3d2437b-628f-4a28-aeb3-a5785542ebc9 The Impact of a Customer-Driven Digital "Product" Mindset Wed, 20 Feb 2019 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cfa85ebb-1309ce6d The Impact of a Customer-Driven Digital "Product" Mindset Paul Hagen, Mike Manfredo 00:23:41 In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director in WMP's Digital practice, to discuss CX's impact on an organization's digital transformation efforts. During this conversation, the group discusses the need to be a "capabilities-led" organization that puts the customer journey at the heart of the business, including potential overlap or alignment with CX capabilities, to make digital transformation successful. The conversation wraps up with a couple of key takeaways for CX leaders to fully support (or lead) their organizations' digital transformation efforts. In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director in WMP's Digital practice, to discuss CX's impact on an organization's digital transformation efforts. During this conversation, the group discusses the need to be a "capabilities-led" organization that puts the customer journey at the heart of the business, including potential overlap or alignment with CX capabilities, to make digital transformation successful. The conversation wraps up with a couple of key takeaways for CX leaders to fully support (or lead) their organizations' digital transformation efforts. no full 42 43898e20-77ae-4b71-a4dd-c45f74acd83e A Discussion on Customer Experience and Digital Transformation Wed, 30 Jan 2019 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/a55b0a93-85d12eb6 A Discussion on Customer Experience and Digital Transformation Paul Hagen, Mike Manfredo 00:26:12 In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of WMP’s Digital practice, and Nick Hahn, Director in WMP’s Digital practice, to discuss CX’s impact on an organization’s digital transformation efforts. During the conversation, the group talks about how organizations create new value for customers within rapidly changing environments (thanks to digital enablement), key tips for success, which issues trip companies up in their transformation efforts, potential organizational structures that manage these large transformations (including CX leadership roles), and how to get started within the organization. In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of WMP’s Digital practice, and Nick Hahn, Director in WMP’s Digital practice, to discuss CX’s impact on an organization’s digital transformation efforts. During the conversation, the group talks about how organizations create new value for customers within rapidly changing environments (thanks to digital enablement), key tips for success, which issues trip companies up in their transformation efforts, potential organizational structures that manage these large transformations (including CX leadership roles), and how to get started within the organization. no full 41 f27e550e-0e7b-4353-a818-9af0dd31c152 An Update on Emerging Technologies and CX Wed, 9 Jan 2019 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/technology-and-cx-1-year-later-98510020 An Update on Emerging Technologies and CX Paul Hagen, Mike Manfredo 00:27:51 In this episode, Paul and Mike welcome back their colleague John Sprunger, Senior Architect in West Monroe Partners' Technology practice, to give us an update on three key emerging technologies that were highlighted last year as opportunities for CX professionals to support or lead experimentation efforts to improve the customer experience for their organization, including: Conversational Interfaces (chat bots), Robotic Process Automation (RPA), and Machine Learning (ML). In this episode, Paul and Mike welcome back their colleague John Sprunger, Senior Architect in West Monroe Partners' Technology practice, to give us an update on three key emerging technologies that were highlighted last year as opportunities for CX professionals to support or lead experimentation efforts to improve the customer experience for their organization, including: Conversational Interfaces (chat bots), Robotic Process Automation (RPA), and Machine Learning (ML). no full 40 fe23c581-8989-4568-99ef-2cec693496a4 Episode 39: Gazing into the Crystal Ball - CX Trends for 2019 Wed, 19 Dec 2018 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/2019-cx-trends-706903bb Episode 39: Gazing into the Crystal Ball - CX Trends for 2019 Paul Hagen, Mike Manfredo 00:20:10 In this episode, Paul and Mike discuss five key trends they see impacting the CX world in 2019 with which CX Professionals should be considering for their own organizations and profession, including experimenting with new technology, the consolidation of the CX Tech space, focus on value creation to avoid CX's demise, CX's place in recession-proofing your business, and the continued focus on linking Employee Experience and Customer Experience. Paul and Mike would like to thank all of their listeners for following along in 2018, and look forward to picking back up in 2019. Have a wonderful holiday season! In this episode, Paul and Mike discuss five key trends they see impacting the CX world in 2019 with which CX Professionals should be considering for their own organizations and profession, including experimenting with new technology, the consolidation of the CX Tech space, focus on value creation to avoid CX's demise, CX's place in recession-proofing your business, and the continued focus on linking Employee Experience and Customer Experience. Paul and Mike would like to thank all of their listeners for following along in 2018, and look forward to picking back up in 2019. Have a wonderful holiday season! no full 39 263ba12c-48c0-41fb-b97d-ca4e757e4032 Episode 38: An Introduction to Blockchain and CX Wed, 28 Nov 2018 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/blockchain-and-cx-610a8fd8 Episode 38: An Introduction to Blockchain and CX Paul Hagen, Mike Manfredo 00:28:44 In this episode, Mike and Paul are joined by Kayvon Hosseini, a Blockchain expert at West Monroe. We explore what Blockchain is, what it means for customer experience leaders, how firms are getting started with it and the opportunities for CX pros to ensure the needs of customers/employees are met. In this episode, Mike and Paul are joined by Kayvon Hosseini, a Blockchain expert at West Monroe. We explore what Blockchain is, what it means for customer experience leaders, how firms are getting started with it and the opportunities for CX pros to ensure the needs of customers/employees are met. blockchain, customer experience no full 38 0a962678-8eee-4310-a952-4382f4b7e40c Episode 37: Giving Thanks for Your Customers (2018) Wed, 21 Nov 2018 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/give-thanks-for-customers-2018-8bd5f70b Episode 37: Giving Thanks for Your Customers (2018) Paul Hagen, Mike Manfredo 00:11:05 In this holiday-themed episode, Paul and Mike discuss the importance of organizations showing their thankfulness for customers (i.e. no customers = no business) and the different ways this is done by CX leaders. They also highlight the importance of organizations thanking their employees, as they drive key experiences for customers. In this holiday-themed episode, Paul and Mike discuss the importance of organizations showing their thankfulness for customers (i.e. no customers = no business) and the different ways this is done by CX leaders. They also highlight the importance of organizations thanking their employees, as they drive key experiences for customers. no full 37 1610a190-dab0-49aa-bcf8-b12670954406 Episode 36: Is CX in danger of dying? Wed, 14 Nov 2018 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/is_cx_in_danger_of_dying-86bbabce Episode 36: Is CX in danger of dying? Paul Hagen, Mike Manfredo 00:16:29 In this episode, Mike and Paul discuss some troubling statistics about the customer experience field that threaten its future. They discuss the business failure to realize financial benefit or differentiation through customer-centric transformations, the reasons for this lack of success, what it means for CX professionals and business executives, and what organizations can do to fix the problems. In this episode, Mike and Paul discuss some troubling statistics about the customer experience field that threaten its future. They discuss the business failure to realize financial benefit or differentiation through customer-centric transformations, the reasons for this lack of success, what it means for CX professionals and business executives, and what organizations can do to fix the problems. no full 36 91cb8328-7602-431d-bace-aead02a9946e Episode 35: Driving Action from Customer Insights Wed, 7 Nov 2018 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/driving_action_from_customer_insights-7975fdc6 Episode 35: Driving Action from Customer Insights Paul Hagen, Mike Manfredo 00:25:26 In this episode, Mike and Paul talk about some key challenges organizations face in broadly taking action on customer insights that organizations identify. They discuss changing behavior by making insights more approachable and integrated in employee tools and daily activities to enable real-time decisions based on customer data, while avoiding the dreaded score-chasing culture mistake. In this episode, Mike and Paul talk about some key challenges organizations face in broadly taking action on customer insights that organizations identify. They discuss changing behavior by making insights more approachable and integrated in employee tools and daily activities to enable real-time decisions based on customer data, while avoiding the dreaded score-chasing culture mistake. no full 35 02b92339-1ceb-420f-9016-45b486903237 Episode 34: Understanding Employee Engagement Through Voice of the Employee (VoE) Wed, 31 Oct 2018 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/employee_engagement_voe-859cad20 Episode 34: Understanding Employee Engagement Through Voice of the Employee (VoE) Paul Hagen, Mike Manfredo 00:26:03 In this episode, Mike and Paul are joined by Eric Freshour, a Senior Manager in West Monroe’s Organizational Change Management practice, to discuss the role of employee engagement in the success of large-scale customer-centric transformations and the importance of a Voice of the Employee capability to have a pulse on the thoughts and emotions of your employees. In this episode, Mike and Paul are joined by Eric Freshour, a Senior Manager in West Monroe’s Organizational Change Management practice, to discuss the role of employee engagement in the success of large-scale customer-centric transformations and the importance of a Voice of the Employee capability to have a pulse on the thoughts and emotions of your employees. no full 34 fa20cc57-4a5b-49a9-abfe-0027bfabf289 Episode 33: Bringing Customer Success and Customer Experience Together Mon, 15 Oct 2018 14:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/customer_success_customer_experience-bc43df4e Episode 33: Bringing Customer Success and Customer Experience Together Paul Hagen, Mike Manfredo 00:23:33 In this episode, Paul and Mike talk about the intersection of Customer Experience and an emerging role called Customer Success. They talk about what it is, why it’s important to businesses, and how it relates back to customer experience. During this discussion, Paul and Mike talk about how these two functions within the organization can work together and learn from each other to help the organization deliver a positive customer experience and build longer, more loyal relationships with their customers ( with some key statistics) by ensuring their success when using an organization’s product or service. They also suggest to CX leaders outside of the B2B tech industry to borrow ideas from this new set of practices. In this episode, Paul and Mike talk about the intersection of Customer Experience and an emerging role called Customer Success. They talk about what it is, why it’s important to businesses, and how it relates back to customer experience. During this discussion, Paul and Mike talk about how these two functions within the organization can work together and learn from each other to help the organization deliver a positive customer experience and build longer, more loyal relationships with their customers ( with some key statistics) by ensuring their success when using an organization’s product or service. They also suggest to CX leaders outside of the B2B tech industry to borrow ideas from this new set of practices. no full 33 d64b0aba-21e0-43a0-a8b8-e0ca5da0b1b3 Episode 32: Using Human-Centered Design to Improve Employee Experience Tue, 9 Oct 2018 14:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/human-centered-design-for-ex-808b5799 Episode 32: Using Human-Centered Design to Improve Employee Experience Paul Hagen, Mike Manfredo 00:32:29 In this episode, Mike and Paul are joined by colleague Alex Foucre-Stimes, a Manager in West Monroe’s Customer Experience practice, to discuss the use of the same human-centered design tools we use to improve customer experiences - including personas, journey maps, “customer” research, etc. - to ensure success in improving employee experiences from recruitment and onboarding through technology initiatives (e.g., employee collaboration or portal platforms, Microsoft Office 365, CRM, and core business platforms). In this episode, Mike and Paul are joined by colleague Alex Foucre-Stimes, a Manager in West Monroe’s Customer Experience practice, to discuss the use of the same human-centered design tools we use to improve customer experiences - including personas, journey maps, “customer” research, etc. - to ensure success in improving employee experiences from recruitment and onboarding through technology initiatives (e.g., employee collaboration or portal platforms, Microsoft Office 365, CRM, and core business platforms). no full 32 2bf13343-c6f2-4521-84ac-06db8a28ddd9 Episode 31: A CX Day Interview with Heidi Shelton Tue, 2 Oct 2018 14:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cxday2018-79275d43 Episode 31: A CX Day Interview with Heidi Shelton Paul Hagen, Mike Manfredo 00:25:24 In this special “CX Day” episode, Mike and Paul are joined by special guest Heidi Shelton – Senior Director, User Experience at SEPHORA – to discuss the evolution of her career focus from “user experience” to “experience design and optimization” while helping transform large organizations into becoming more customer and employee centric, and highlighting the impact that a better employee experience has on delivering a better customer experience. In this special “CX Day” episode, Mike and Paul are joined by special guest Heidi Shelton – Senior Director, User Experience at SEPHORA – to discuss the evolution of her career focus from “user experience” to “experience design and optimization” while helping transform large organizations into becoming more customer and employee centric, and highlighting the impact that a better employee experience has on delivering a better customer experience. no full 31 10a59204-17b6-4734-96bd-754507746176 Episode 30: An Introduction to Employee Experience Tue, 29 May 2018 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/4f5685b1-a2e73391 Episode 30: An Introduction to Employee Experience Paul Hagen, Mike Manfredo 00:27:52 In this episode, Mike and Paul discuss employee experience: what it is, what it means for organizations, and its impact on customer experience. There are a number of terms out there related to EX (employee engagement, experience, empowerment, etc.), and we discuss how they are the same and not, and how companies can start to address EX efforts within their organization. In this episode, Mike and Paul discuss employee experience: what it is, what it means for organizations, and its impact on customer experience. There are a number of terms out there related to EX (employee engagement, experience, empowerment, etc.), and we discuss how they are the same and not, and how companies can start to address EX efforts within their organization. no full 30 dc0ff7ac-3e1f-46d1-8670-a172fc3760cf Episode 29: A Discussion on B2B Customer Experience Mon, 21 May 2018 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/4965e346-639a5809 Episode 29: A Discussion on B2B Customer Experience Paul Hagen, Mike Manfredo 00:26:33 In this episode, Mike and Paul discuss business-to-business, or B2B, customer experience (and B2B2C or other business models) and the impact of individuals' B2C customer experiences on it. As part of this discussion, they discuss the similarities and differences across the core CX competencies (strategy, customer understanding, governance, measurement, and delivery), including the different challenges these B2B organization face. In this episode, Mike and Paul discuss business-to-business, or B2B, customer experience (and B2B2C or other business models) and the impact of individuals' B2C customer experiences on it. As part of this discussion, they discuss the similarities and differences across the core CX competencies (strategy, customer understanding, governance, measurement, and delivery), including the different challenges these B2B organization face. no full 29 56699f0f-0939-460d-95f1-9c140bbbd3c5 Episode 28: Building a CX Operating Model Mon, 14 May 2018 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/02248355-4204f057 Episode 28: Building a CX Operating Model Paul Hagen, Mike Manfredo 00:28:59 In this episode, Mike and Paul discuss the CX Operating Model: what it is, why an organization needs one, and the components that are required to build one. During their discussion, they talk about the purposed of the Operating Model (the "charter"), how the operating model helps make the organization's CX North Star real, the people and structure of the CX function, the processes required to make decisions (governance), metrics to show success, and core tools for the CX Operating Model. In this episode, Mike and Paul discuss the CX Operating Model: what it is, why an organization needs one, and the components that are required to build one. During their discussion, they talk about the purposed of the Operating Model (the "charter"), how the operating model helps make the organization's CX North Star real, the people and structure of the CX function, the processes required to make decisions (governance), metrics to show success, and core tools for the CX Operating Model. no full 28 79499a02-76ae-4c82-ab47-6c6ecc1c3174 Episode 27: Delivering New Experiences through Augmented Reality Mon, 7 May 2018 15:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/ffa6e225-2dd2b046 Episode 27: Delivering New Experiences through Augmented Reality Paul Hagen, Mike Manfredo 00:17:11 In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Augmented Reality - what it is, why it's valuable, how to get started, and what challenges exist, ultimately discussing the potential impact on CX by delivering new experiences via Augmented Reality. In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Augmented Reality - what it is, why it's valuable, how to get started, and what challenges exist, ultimately discussing the potential impact on CX by delivering new experiences via Augmented Reality. no full 27 d1e3bf3a-af22-46ff-a1ea-4c355b4c9082 Episode 26: Adapt or Fail - CX's Role in Business Agility Wed, 2 May 2018 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/94d7ad76-251f3824 Episode 26: Adapt or Fail - CX's Role in Business Agility Paul Hagen, Mike Manfredo 00:26:59 In this episode, Mike and Paul revisit the topic of Business Agility, the advantage it can provide organizations when done properly, and the role CX leaders and functions can play in driving agility within organizations. They discuss some of the results identified from research completed by West Monroe Partners and the CXPA, including what are top challenges for achieving more business agility, who is leading these initiatives within organizations, and top reasons and tools that make CX Leaders successful in leading these initiatives within organizations. In this episode, Mike and Paul revisit the topic of Business Agility, the advantage it can provide organizations when done properly, and the role CX leaders and functions can play in driving agility within organizations. They discuss some of the results identified from research completed by West Monroe Partners and the CXPA, including what are top challenges for achieving more business agility, who is leading these initiatives within organizations, and top reasons and tools that make CX Leaders successful in leading these initiatives within organizations. west monroe partners, customer experience, business agility, cxpa no full 26 d0ebaa1f-3a29-4451-b243-8c70aea1c117 Episode 25: A Framework to Measure Customer Experience Mon, 19 Feb 2018 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cx_measurement_framework-184d1933 Episode 25: A Framework to Measure Customer Experience Paul Hagen, Mike Manfredo 00:22:51 In this episode, Mike and Paul welcome Mike Rowland, a Director in WMP's CX Practice and leader of the CX Strategy team, to discuss a broader CX Measurement Framework to demonstrate the value that CX can deliver to an organization and its customers. We recap what CX Measurement is and how using the "Balance Scorecard" framework to measure the perception of CX, Employee Empowerment, and Operational Efficiencies, and Financial Outcomes and provide the appropriate "balance" when managing Customer Experience within an organization to deliver value. We also discuss that value of "hallway metrics" and the future of CX measurement. In this episode, Mike and Paul welcome Mike Rowland, a Director in WMP's CX Practice and leader of the CX Strategy team, to discuss a broader CX Measurement Framework to demonstrate the value that CX can deliver to an organization and its customers. We recap what CX Measurement is and how using the "Balance Scorecard" framework to measure the perception of CX, Employee Empowerment, and Operational Efficiencies, and Financial Outcomes and provide the appropriate "balance" when managing Customer Experience within an organization to deliver value. We also discuss that value of "hallway metrics" and the future of CX measurement. cx measurement, customer experience, perception metrics, balanced scorecard no full 25 9434c558-d2a0-485a-a049-41f1ae24e119 Episode 24: Automating CX Through Robotics Process Automation (RPA) Wed, 31 Jan 2018 20:24:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cx_rpa-ec721b9d Episode 24: Automating CX Through Robotics Process Automation (RPA) Paul Hagen, Mike Manfredo 00:26:33 In this episode, Mike and Paul are joined by Mark Snyder, a Senior Manager in West Monroe's Operation Excellence practice to talk about Robotics Process Automation - what it is, why it's important, and its impact on an organization's ability to deliver a great customer experience. Mark highlights some of the key challenges that organizations are facing while implementing RPA, including a discussion around the impact of automation to employees. In this episode, Mike and Paul are joined by Mark Snyder, a Senior Manager in West Monroe's Operation Excellence practice to talk about Robotics Process Automation - what it is, why it's important, and its impact on an organization's ability to deliver a great customer experience. Mark highlights some of the key challenges that organizations are facing while implementing RPA, including a discussion around the impact of automation to employees. no full 24 a32213ab-5306-49d3-9251-4125ec41efe5 Episode 23: You Talkin' to Me? An Intro to Chatbots Tue, 9 Jan 2018 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/intro_to_chatbots-420d7f3a Episode 23: You Talkin' to Me? An Intro to Chatbots Paul Hagen, Mike Manfredo 00:30:05 In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Conversational Interfaces and Chatbots - what they are, why they're valuable, how to get started, what challenges exist. At the end, we talk about the potential impact on CX of talking to machines, instead of humans, and the ability to deliver a great experience to customers. In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Conversational Interfaces and Chatbots - what they are, why they're valuable, how to get started, what challenges exist. At the end, we talk about the potential impact on CX of talking to machines, instead of humans, and the ability to deliver a great experience to customers. no full 23 fb1a915b-b3cd-4a72-9b0f-49a4bb1b5386 Episode 22: Gazing into the CX Crystal Ball Mon, 11 Dec 2017 19:59:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cx_crystal_ball-4fc43838 Episode 22: Gazing into the CX Crystal Ball Paul Hagen, Mike Manfredo 00:16:23 In this episode, Mike and Paul "gaze into the CX crystal ball" and talk about some trends they're seeing in the market and its impact on customer experience, including chatbots and conversational interfaces, robotics, augmented reality, and the like. In this episode, Mike and Paul "gaze into the CX crystal ball" and talk about some trends they're seeing in the market and its impact on customer experience, including chatbots and conversational interfaces, robotics, augmented reality, and the like. no full 22 da803608-878c-4957-9417-3e0bbf477f97 Episode 21: Personalizing the Experience with Journey Analytics Mon, 4 Dec 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/journey_analytics-6bee1086 Episode 21: Personalizing the Experience with Journey Analytics Paul Hagen, Mike Manfredo 00:29:06 In this episode, Mike and Paul are once again joined by Dan Magestro from West Monroe's Analytics practice to discuss "journey analytics", including the value of using data to help personalize customers' experiences with organizations by measuring and understanding the current experience and predicting and prescribing "next best actions" within experiences to deliver a more effortless experience. In this episode, Mike and Paul are once again joined by Dan Magestro from West Monroe's Analytics practice to discuss "journey analytics", including the value of using data to help personalize customers' experiences with organizations by measuring and understanding the current experience and predicting and prescribing "next best actions" within experiences to deliver a more effortless experience. no full 21 99bde579-d8d6-47be-8dea-8f2836a90725 Episode 20: Giving Thanks for Customers (and Employees) Mon, 27 Nov 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/1663fe9f-a77bd668 Episode 20: Giving Thanks for Customers (and Employees) Paul Hagen, Mike Manfredo 00:14:01 In this special holiday-themed episode, Paul and Mike discuss the importance of organizations showing their thankfulness for customers (i.e. no customers = no business) and the different ways and times this is done by CX leaders, from highlighting customer success to gamification. They also highlight the importance of organizations thanking their employees, as they drive key experiences for customers. In this special holiday-themed episode, Paul and Mike discuss the importance of organizations showing their thankfulness for customers (i.e. no customers = no business) and the different ways and times this is done by CX leaders, from highlighting customer success to gamification. They also highlight the importance of organizations thanking their employees, as they drive key experiences for customers. no full 20 5cc3c7e5-99bc-40fc-a87d-b8b222660d0e Episode 19: Understanding Your Customers Using Data Mon, 13 Nov 2017 19:01:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/understanding-customers-using-data-31ddc1be Episode 19: Understanding Your Customers Using Data Paul Hagen, Mike Manfredo 00:19:16 In this episode, Paul and Mike are joined by Jamie Fishman, an Experienced Consultant in West Monroe's Advanced Analytics practice, to talk about how organizations use Descriptive Analytics to better under their customers, including who they are, what behaviors they show, and what drives their experience. Jamie and Paul walk through the analytical analysis to begin segmenting customers based on the data that companies have about their customers and some of the challenges organizations have when trying to complete this type of analysis. In this episode, Paul and Mike are joined by Jamie Fishman, an Experienced Consultant in West Monroe's Advanced Analytics practice, to talk about how organizations use Descriptive Analytics to better under their customers, including who they are, what behaviors they show, and what drives their experience. Jamie and Paul walk through the analytical analysis to begin segmenting customers based on the data that companies have about their customers and some of the challenges organizations have when trying to complete this type of analysis. no full 19 d5ed048a-d094-4c91-8ba6-797d31432de6 Episode 18: The Enterprise Analytics Landscape for CX Mon, 6 Nov 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/enterprise_analytics_landscape-13142ef5 Episode 18: The Enterprise Analytics Landscape for CX Paul Hagen, Mike Manfredo 00:27:02 In this episode, Mike is joined by Dan Magestro, Senior Manager in West Monroe Partners' Advanced Analytics practice, to talk about the Enterprise Analytics Landscape required to support data-driven CX. In our discussion, Dan walks us through some of the core components of the Enterprise Analytics Landscape, including the importance of having an articulated strategy around data and analytics within the organization, the right leadership and governance, and a foundational set of capabilities and technology to shift an organization towards a "data-driven" organization. In this episode, Mike is joined by Dan Magestro, Senior Manager in West Monroe Partners' Advanced Analytics practice, to talk about the Enterprise Analytics Landscape required to support data-driven CX. In our discussion, Dan walks us through some of the core components of the Enterprise Analytics Landscape, including the importance of having an articulated strategy around data and analytics within the organization, the right leadership and governance, and a foundational set of capabilities and technology to shift an organization towards a "data-driven" organization. no full 18 84d7a970-e204-4dc3-b421-6655308ab982 Episode 17: CX, Data, and Analytics...Oh My! Wed, 1 Nov 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/cx_data_analytics_introduction-8785f466 Episode 17: CX, Data, and Analytics...Oh My! Paul Hagen, Mike Manfredo 00:22:11 In this episode, Paul and Mike introduce the first episode of our "Customer Experience and Data Analytics" series, in which we discuss some of the reasons why organizations are looking to leverage the data that they have to ultimately provide a better experience with more value to their customers. We discuss the three high-level types of analytics that organizations can use to deliver insights, including Descriptive, Predictive, and Prescriptive Analytics. We start off our episode by discussing the value (or maybe lack there of) in measuring customer experience through the use of emojis. In this episode, Paul and Mike introduce the first episode of our "Customer Experience and Data Analytics" series, in which we discuss some of the reasons why organizations are looking to leverage the data that they have to ultimately provide a better experience with more value to their customers. We discuss the three high-level types of analytics that organizations can use to deliver insights, including Descriptive, Predictive, and Prescriptive Analytics. We start off our episode by discussing the value (or maybe lack there of) in measuring customer experience through the use of emojis. no full 17 1b62c690-b953-46ae-8c62-c91d2479d339 Episode 16: Managing Change for CX Transformations In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change.

You can find more content from Bill on his podcast, “Coffee and Change”, which can be found through the West Monroe Partners’ Blog site or found at https://soundcloud.com/bill-kirst.

]]> Tue, 23 May 2017 15:28:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo, Bill Kirst) https://thisiscx.simplecast.com/episodes/bc736e06-bc736e06 In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change.

You can find more content from Bill on his podcast, “Coffee and Change”, which can be found through the West Monroe Partners’ Blog site or found at https://soundcloud.com/bill-kirst.

]]> Episode 16: Managing Change for CX Transformations Paul Hagen, Mike Manfredo, Bill Kirst 00:39:45 In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change. In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change. customer-centric culture, customer experience, communication, change management no full 18 456a464c-4e0e-4880-acc8-2fb109c682f4 Episode 15: What Makes a Customer-Centric Culture? Mon, 22 May 2017 15:56:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/29c937d1-29c937d1 Episode 15: What Makes a Customer-Centric Culture? Paul Hagen, Mike Manfredo 00:28:53 In our fifteenth episode, we begin exploring the importance of building a customer-centric culture to ensure a successful customer experience transformation, including how organizations define roles and responsibilities, hiring employees, training employees, and communicating to employees through a customer-centric lens. We also discuss how culture grows out of the CX governance structure that is initially implemented when an organization begins its CX journey. In our fifteenth episode, we begin exploring the importance of building a customer-centric culture to ensure a successful customer experience transformation, including how organizations define roles and responsibilities, hiring employees, training employees, and communicating to employees through a customer-centric lens. We also discuss how culture grows out of the CX governance structure that is initially implemented when an organization begins its CX journey. customer-centric culture, culture, customer experience no full 17 e782dc0c-ee57-4223-8146-58482242d7d6 Episode 14: CX Leadership and Organization Structure Wed, 10 May 2017 15:19:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/0b4a151d-0b4a151d Episode 14: CX Leadership and Organization Structure Paul Hagen, Mike Manfredo 00:24:51 In this episode, we continue our discussion about CX Governance and talk about the various leaders/sponsors of CX within organizations, specifically diving into the role and responsibilities of Chief Customer Officers (or CCOs, or Chief Experience Officers, or any number of titles by which they go by). We also explore the different types of CX organizations that they head within organizations to drive CX, including three different ways in which they are structured. In this episode, we continue our discussion about CX Governance and talk about the various leaders/sponsors of CX within organizations, specifically diving into the role and responsibilities of Chief Customer Officers (or CCOs, or Chief Experience Officers, or any number of titles by which they go by). We also explore the different types of CX organizations that they head within organizations to drive CX, including three different ways in which they are structured. chief customer officer, governance, cco, customer experience, sponsorship, organization structure no full 16 42a090b2-0190-4722-9810-341461f9b40c Episode 13: An Introduction to Customer Experience Governance Fri, 28 Apr 2017 21:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/1db17a58-1db17a58 Episode 13: An Introduction to Customer Experience Governance Paul Hagen, Mike Manfredo 00:22:50 In our thirteenth episode, we discuss the framework of CX governance, specifically the different People, Processes, and Technology needed to manage customer experience within an organization through accountability. During the conversation, we highlight CX steering committees, their function within the governance structure, their make-up, and their role in decision making. We also talk about the role of governance vs. the role of culture over the course of an organization’s CX transformation. We wrap up our conversation talking about CX project portfolio to help organization understand what and where they need to invest in CX. In our thirteenth episode, we discuss the framework of CX governance, specifically the different People, Processes, and Technology needed to manage customer experience within an organization through accountability. During the conversation, we highlight CX steering committees, their function within the governance structure, their make-up, and their role in decision making. We also talk about the role of governance vs. the role of culture over the course of an organization’s CX transformation. We wrap up our conversation talking about CX project portfolio to help organization understand what and where they need to invest in CX. project portfolios, culture, governance, customer experience no full 15 60cc1b55-e41a-40da-89d9-c617ab4d62a5 Episode 12: Business Agility and Innovation with CX Mon, 24 Apr 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/a023b660-a023b660 Episode 12: Business Agility and Innovation with CX Paul Hagen, Mike Manfredo 00:23:42 In our twelfth episode, we dive into a discussion around business agility and innovation, what it is, why its important for companies to begin adopting this model, some first steps that can be taken to make the changes, and how these concepts support organizations' customer experience transformations. As part of this discussion, we talk about a recent article about Amazon's CEO describing how its most popular feature was not something asked for by customers, and highlight some different innovation design toolkits that are publicly available. In our twelfth episode, we dive into a discussion around business agility and innovation, what it is, why its important for companies to begin adopting this model, some first steps that can be taken to make the changes, and how these concepts support organizations' customer experience transformations. As part of this discussion, we talk about a recent article about Amazon's CEO describing how its most popular feature was not something asked for by customers, and highlight some different innovation design toolkits that are publicly available. innovation, amazon, customer experience, business agility, design toolkit no full 14 b058c61a-9b3d-4faa-b769-51f0da079a80 Episode 11: Measuring CX - The Art of the Survey Fri, 14 Apr 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/e05ad834-e05ad834 Episode 11: Measuring CX - The Art of the Survey Paul Hagen, Mike Manfredo 00:28:54 In our eleventh episode, we discuss the art of the survey, CX professionals go-to tool to begin measuring customer experience, specifically to understand what makes up a good survey and how we can start to reduce the dreaded survey-fatigue. In addition, we chat a little bit about some of the issues United has dealt with and talk about text analytic tools to help analyze surveys. In our eleventh episode, we discuss the art of the survey, CX professionals go-to tool to begin measuring customer experience, specifically to understand what makes up a good survey and how we can start to reduce the dreaded survey-fatigue. In addition, we chat a little bit about some of the issues United has dealt with and talk about text analytic tools to help analyze surveys. survey, voice of the customer, voc, customer experience no full 13 dad1b739-909f-464c-b6aa-1cf7fa8eca00 Episode 10: An Introduction to Voice of the Customer Fri, 7 Apr 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/fb8335ec-fb8335ec Episode 10: An Introduction to Voice of the Customer Paul Hagen, Mike Manfredo 00:23:16 In our tenth episode, we begin exploring the foundational Voice of the Customer capability, including what it is, why it’s important, how to build a program for it (including our "LARA" framework), and how to take action based on the feedback. We wrap up by talking about Enterprise Feedback Management (EFM) tools to help execute VoC programs. In our tenth episode, we begin exploring the foundational Voice of the Customer capability, including what it is, why it’s important, how to build a program for it (including our "LARA" framework), and how to take action based on the feedback. We wrap up by talking about Enterprise Feedback Management (EFM) tools to help execute VoC programs. voice of the customer, voc, measurement, customer experience, efm, feedback no full 12 d8d151c5-53d8-4114-b917-ceb9b3a22355 Episode 9: An Introduction to Measuring Customer Experience Fri, 24 Mar 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/f23abc8b-f23abc8b Episode 9: An Introduction to Measuring Customer Experience Paul Hagen, Mike Manfredo 00:21:56 In our ninth episode, we discuss how organizations can begin measuring CX, or the customers’ "perception" of experiences with an organization, including the different types and levels of metrics. We also talk about the "unintended consequences" that result when redesigning experiences through the newer Starbucks mobile ordering experience. We finish by talking about CX Scorecards as our tool of the week. In our ninth episode, we discuss how organizations can begin measuring CX, or the customers’ "perception" of experiences with an organization, including the different types and levels of metrics. We also talk about the "unintended consequences" that result when redesigning experiences through the newer Starbucks mobile ordering experience. We finish by talking about CX Scorecards as our tool of the week. scorecard, measurement, customer experience, perception no full 11 3ff1e44f-a320-4786-b352-483fbdf140b1 Episode 8: Taking Journey Maps to the Next Level Fri, 17 Mar 2017 17:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/730a85b7-730a85b7 Episode 8: Taking Journey Maps to the Next Level Paul Hagen, Mike Manfredo 00:25:56 In our eighth episode, we conclude our two-part series focusing on customer journey mapping by talking about the different uses of journey mapping, including making strategic business decisions and executing organizational CX governance. We also talk about how we use journey mapping to identify key metrics used to measure CX, and the future of journey mapping. In our eighth episode, we conclude our two-part series focusing on customer journey mapping by talking about the different uses of journey mapping, including making strategic business decisions and executing organizational CX governance. We also talk about how we use journey mapping to identify key metrics used to measure CX, and the future of journey mapping. governance, journey mapping, customer experience, value stream, lead-to-cash process no full 10 0f509bd7-4d1d-4b39-9c67-5802fb677f04 Episode 7: An Introduction to Journey Mapping Fri, 10 Mar 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/81f7a07f-81f7a07f Episode 7: An Introduction to Journey Mapping Paul Hagen, Mike Manfredo 00:22:20 In our seventh episode, we begin a two-part series focusing on customer journey mapping, a key tool use by CX professionals, including the different ways we use journey maps to help organizations understand their current experiences and begin designing future experiences. We also comment on some of the mergers and acquisition activities and its impact on customer experience for Virgin America, and talk about customer "jobs to be done" to help organizations understand what customers are actually trying to do by using their products and services. In our seventh episode, we begin a two-part series focusing on customer journey mapping, a key tool use by CX professionals, including the different ways we use journey maps to help organizations understand their current experiences and begin designing future experiences. We also comment on some of the mergers and acquisition activities and its impact on customer experience for Virgin America, and talk about customer "jobs to be done" to help organizations understand what customers are actually trying to do by using their products and services. journey mapping, customer experience no full 9 21b8d289-48bd-4174-932c-12fe5fa1612b Episode 6: The ROI of Customer Experience Fri, 24 Feb 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/01b1f9a1-01b1f9a1 Episode 6: The ROI of Customer Experience Paul Hagen, Mike Manfredo 00:22:05 In our sixth episode, we discuss ways to tie customer experience back to a quantifiable ROI, and the components necessary for building a successful CX business case. We also discuss some of the behavioral economic theories behind recent events with Uber in our "CX in the News" segment. In our sixth episode, we discuss ways to tie customer experience back to a quantifiable ROI, and the components necessary for building a successful CX business case. We also discuss some of the behavioral economic theories behind recent events with Uber in our "CX in the News" segment. financial metric, business case, customer experience, roi no full 8 78dfad26-8c90-4a97-a5a7-7f77a7054a8a Episode 5: Understanding Customers Through Personas Fri, 17 Feb 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/703e82d7-703e82d7 Episode 5: Understanding Customers Through Personas Paul Hagen, Mike Manfredo 00:22:28 In our fifth episode, we take some time exploring one of our primary customer research tools, customer personas, including what it is and our methodologies for developing them - both quantitatively and qualitatively. We also highlight who we follow and what we read to keep up the latest CX happenings, and talk about how companies can gather customer feedback through our "CX Tool of the Week" highlight of "customer diaries". In our fifth episode, we take some time exploring one of our primary customer research tools, customer personas, including what it is and our methodologies for developing them - both quantitatively and qualitatively. We also highlight who we follow and what we read to keep up the latest CX happenings, and talk about how companies can gather customer feedback through our "CX Tool of the Week" highlight of "customer diaries". diaries, persona, customer experience, customer persona no full 7 a0c37a4d-5a00-48f2-baeb-a6104272b3dd Episode 4: An Introduction to Customer Research Fri, 10 Feb 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/95e3f80f-95e3f80f Episode 4: An Introduction to Customer Research Paul Hagen, Mike Manfredo 00:23:12 In our fourth episode, we have our first guest host - Pat McClure, Principal in West Monroe Partners CX Strategy practice - to help us talk about Customer Research Methods, what they are, how they can be used, and talks about our "Triangle of Truth" POV. We return to our "CX in the News" segment to talk about Nordstrom and the perception challenges they've recently faced, and highlight the importance of using "observations" in our "CX Tool of the Week" segment. In our fourth episode, we have our first guest host - Pat McClure, Principal in West Monroe Partners CX Strategy practice - to help us talk about Customer Research Methods, what they are, how they can be used, and talks about our "Triangle of Truth" POV. We return to our "CX in the News" segment to talk about Nordstrom and the perception challenges they've recently faced, and highlight the importance of using "observations" in our "CX Tool of the Week" segment. customer research, nordstrom, "triangle of truth", customer experience no full 6 1dd82606-3c01-47f7-b732-9de4154079f1 Episode 3: Core CX Competencies Thu, 2 Feb 2017 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/22c4e728-22c4e728 Episode 3: Core CX Competencies Paul Hagen, Mike Manfredo 00:17:47 In our third episode, we explore the different core CX competencies that organizations need to build within to ensure overall success of the CX programs, including Strategy, Design, Measurement, Governance, and Customer-centric Culture. We talk about some of our daily experiences through the use of "clues", and we highlight maturity models as our CX Tool of the Week. In our third episode, we explore the different core CX competencies that organizations need to build within to ensure overall success of the CX programs, including Strategy, Design, Measurement, Governance, and Customer-centric Culture. We talk about some of our daily experiences through the use of "clues", and we highlight maturity models as our CX Tool of the Week. customer-centric culture, design, measurement, cx competencies, governance, customer experience, strategy no full 5 1167af31-6fd8-4576-9a07-59fbc9a85455 Episode 2: CX Strategy and the CX North Star Fri, 27 Jan 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/2950ba07-2950ba07 Episode 2: CX Strategy and the CX North Star Paul Hagen, Mike Manfredo 00:26:31 In our second episode, we discuss this importance of defining a customer experience strategy, what a good strategy includes, the importance of the "CX North Star", and how we help organization's go about successfully defining their strategy. We introduce a new segment, "CX in the News", where we talk about some recent updates in the airlines industry. In our second episode, we discuss this importance of defining a customer experience strategy, what a good strategy includes, the importance of the "CX North Star", and how we help organization's go about successfully defining their strategy. We introduce a new segment, "CX in the News", where we talk about some recent updates in the airlines industry. cx north star, customer strategy, customer experience no full 3 e55e2728-7981-4981-9b99-f7e13fee17a3 Episode 1: An Introduction to Design Thinking and CX Fri, 20 Jan 2017 18:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/3e73731e-3e73731e Episode 1: An Introduction to Design Thinking and CX Paul Hagen, Mike Manfredo 00:15:52 On Inauguration Day 2017, our inaugural episode of this podcast focuses on what Design Thinking is and how its used to intentionally design new customer experiences. We also cover some real-world experiences that companies may want to re-think ("Experiences that Suck"). On Inauguration Day 2017, our inaugural episode of this podcast focuses on what Design Thinking is and how its used to intentionally design new customer experiences. We also cover some real-world experiences that companies may want to re-think ("Experiences that Suck"). design thinking, chase, intentional design, customer experience, southwest airlines no full 2 cb428370-79e2-46b8-ba6b-22151ec41203 Episode 0: An Introduction Fri, 20 Jan 2017 16:00:00 +0000 lolder@westmonroepartners.com (Paul Hagen, Mike Manfredo) https://thisiscx.simplecast.com/episodes/24dfdcaf-24dfdcaf Episode 0: An Introduction Paul Hagen, Mike Manfredo 00:00:49 A quick introduction to what our podcast, "This Is CX", is all about. A quick introduction to what our podcast, "This Is CX", is all about. customer experience no full 1