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
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How to contact Mario:
Thank you, Mario!
#customerexperience #leadership #cxgoalkeeper #cxdesign #podcast
Transcription:
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