Preparing for the Experience Economy

Avaya SVP and CMO Simon Harrison joins The Customer Experience Show to discuss how being a product manager has helped him become a successful customer experience leader, what the future of CX looks like as the world transitions into an experience economy, and much more.

3 Takeaways:

• Before they can improve the CX experience, CX leaders need to make sure they understand every detail of the customer journey.

• One key to creating a great customer experience is listening to customers and learning from what they are saying and what they want and need.

• Trust is an important part of building a great CX. Leaders need to train their employees how to create a great experience, and then empower and trust them to do the right thing.

Key Quotes:

• “We have a relentless focus. Effectively, if you have engaged and empowered staff, they enjoy great experiences and that directly translates to our customers having great experiences.”

• “It’s whether you decide the ambition to change things is significant enough for you to push on into a role where, it may be out of your comfort zone, but you could make a difference. I took the leap and worked hard to become perhaps somewhat of a success as a product manager.”

• “As a CXO or someone that’s passionate about customer experiences and in a leadership role in a company, I’m really keen to talk about the customer journey and understand more about how to make people feel better. It’s about memorable experiences rather than trying to sell them something.”

Thank you to our friends

This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.