From Experience Design To Experience Delivery – E54 with Mario Sepp

Release date: 27. December 2021

From Experience Design To Experience Delivery – E54 with Mario Sepp Customer Experience Goals with the CX Goalkeeper

The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario Sepp

LinkedIn Headliner: Service & Customer Experience Expert

In this episode you will learn:

  • Some insights on the ECXO
  • If you want to understand where you are in your Customer centric transformation:
  • Start with a reality check not only based on data but really going through the journeys
  • Understand that employees are working for the brand
  • C-suite needs to understand the situation (not slides based but really deep diving on the experience
  • Don’t focus on explaining why and take time to understand
  • Start with the biggest pain points for your employees (typically customers struggle there too)
  • Focus on the moment of truth (for every brand is differently)

… and much more

His book suggestion:

  • The Lean Startup; Eric Ries
  • Service Design Thinking; Marc Stickdorn, Jakob Schneider
  • Service Design Doing; Marc Stickdorn, Markus Hormess, et al.

Mario’s golden nugget:

“People are looking for people who keep promises”. Mario Sepp on the CX Goalkeeper Podcast in collaboration with the @EuropeanCXOrg

How to contact Mario:

Thank you, Mario!

#customerexperience #leadership #cxgoalkeeper #cxdesign #podcast

Transcription:

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