Setting CX as Your North Star

This episode features an interview with Paul Papas, Global Managing Partner of IBM’s Business Transformation Services.  He has led the launch of IBM’s design and CX division called IBM iX as well as their Enterprise Strategy Consulting services.  Paul has been named one of the world’s “Top 25 Consultants” by Consulting Magazine, among the world’s top 5 CRM influential leaders, and the “King of Commerce” by CRM Magazine.  Before IBM, he was a Partner at PriceWaterhouseCoopers.  In this episode, Paul discusses providing value to customers first and foremost, incorporating agile and design thinking into CX, and getting clients hooked on the customer journey.

Quotes

“We’re in the services business, myself and my team.  We got into service to be of service to our clients.  When our clients are doing any CX initiative, it’s for them to be of better service to their customers.  And when they live up to that ambition, and that calling, that’s where you see great things happen.”

Time Stamps

*[0:15] Intro

*[1:15] Taking ownership of your CX

*[2:03] Interview begins

*[5:25] CX transformation initiatives

*[7:06] Helping big companies solve CX problems

*[8:21] Set your customer as your North Star

*[10:13] Keys to a successful CX transformation

*[18:31] How CX has evolved

*[29:01] Getting buy-in from the C-suite

*[34:12] Rebuilding trust when things go wrong

*[44:37] Quick questions

Links

Find Paul on LinkedIn

Connect with Paul on Twitter

Find Phil on LinkedIn

Connect with Phil on Twitter

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.