TCX Plus Episode 1
CX Conference Road Trip
About This Episide
Remember when we used to travel, way back in 2019, which seems so long ago both in real terms and also in the CX movement.
Graham was fortunate enough in the early summer of 2019 to attend four gatherings of CX practitioners:
- The Chief Customer Officer conference in Chicago, Il
- The Medallia 2019 user conference (EXP ’19) in San Diego, CA
- The annual Forrester CX East conference in NY City
- Stratifyd’s first ever User Conference in Charlotte, NC
Hear Graham and Robin discuss the first two of these events, the Chief Customer Officer and the Medallia EXP ‘ 19 user conferences including:
- How the US Federal government’s General Services Administration (GSA) uses CX approaches to improve agency to agency service satisfaction and operating efficiency. When looked at by size the GSA with 12,000 federal workers and an annual operating budget of roughly $20.9 billion is one of the USA’s larger organizations.Â
- The world of boats and helipads at Medallia Exp ’19 (you will have to listen to find out more)
- How a back stage tour at the Hilton San Diego brings ‘measure everywhere act anywhere’ CX to life
- A real life and personal example about how Delta Airlines deliver excellent CX even when they mess up by using Medallia technology to connect and communicate across channels even enabling a high touch, in person experience a week later.
 Resources
- For more information on Medallia – click here
- For more information on Forrester’s 2019 CX Conference – click here
- For more information on Stratifyd – click hereÂ
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Other 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.
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