Season 2 Episode 6
2021 CX Challenges –
ROI & CX Measurements
feat. Jeff Sheehan
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About This Episide
We’re excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. These three challenges were in the top 10 of our 2021 CX challenges report (which you can get below)
And we’re continuing our offer of 10 free copies of Jeff’s new book ‘ The Customer Experience Management Field Manual’! Just be one of the first 10 people to request a free copy from this podcast and we’ll send it out to you. You can contact us at info@talkingcx.com, send us a voicemail or drop us a line by clicking on Contact in our menu. .
In Part 3 of this series Jeff, Graham and focus on the science of measurement and how it helps organizations define priorities and maximize ROI and prioritize the right initiatives.
Specifically hear Jeff focus on:
- More insights into his Jeff’s 5-star 2021 Customer Experience Management Field Manual
- The difference between Measurement and Metrics and what does this mean in CX Voice of Customer (VoC) programs?
- Jeff favorite CX metric, the Customer Performance Indicator (CPI).
- Why NPS is both overrated and too much maligned?
- The necessity and emotional power of metrics benchmarks.
- The strengths and weaknesses of Customer Effort Score
- Why measuring empathy matters
- How these metrics inform your priorities
- How this is evolving in a more digital first world
Resources
- Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program – Click Here
- The right way to prioritize customer experience projects – Harley Manning – Forrester VP Research and author of Outside In – Click Here
- Outside In – The power of putting customers at teh center of your business – Harley Manning & Kerry Bodine – Click Here
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Season 1 Episodes
CX Science #1 - What the 'Heck is CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
CX Science #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Science #3 - CX Strategy Scuffles - It's Ruff out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really works.
CX Science #4 - The Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
CX Science #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
CX Science #6 - Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Science #7 - CX Tech Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Science #8 - CX Measurement - At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
CX Conference Road Trips
3 months, 4 CX conferences including Forrester CX, Medallia's User Group, Chief Customer Officer Chicago and the inaugural Stratifyd user conference. Listen to what's happening in the world of CX as Graham discussed the hot topics of conversation at these key events.
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