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.
- 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.
- “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.”
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