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

Mario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube

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:

https://www.linkedin.com/in/mario-sepp-647813a0/

Thank you, Mario!

#customerexperience #leadership #cxgoalkeeper #cxdesign #podcast

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