If there’s one theme that was constant throughout our breakfast session with Richie Sobayeni, it would be always seeking ways to offer value.
While his story offered a ton of insights, these were the top ten lessons we picked:
- Customer Experience Design involves looking deeply into customer insights and using those insights to inform the way we develop products, and enhance processes and systems.
- CXers need to show the direct correlation between what you are hoping to implement and how it’s going to translate to business value.
- Customer Experience touches everything within an organization: from IT, Communications, Marketing to Processes and Technology
- Customer Experience needs to be considered similar to Finance, Legal, and every other core pillar of an organization that sits solely and separately while cutting across and supporting all other units.
- CXers should shift their focus from the operations of an organization, trying to solve the day-to-day customer issues and instead dig deep into the organizational strategy to understand what the organization is trying to achieve and contribute to that.
- Adapting a long-term perspective in CX by focusing on aspects such as culture and driving an organization to a certain direction doesn’t happen by fixing problems but by articulating your vision as Customer Experience and directly connecting that to the vision of an organization.
- The more you engage with senior leadership, the more you understand how the organization thinks. Hence, the ideas you push forward become easy because you now know the language of top leadership and where the organization is headed.
- The future of Customer Experience is continuously putting numbers to the story through data
- Big data such as Generative AI, gives you a bigger scale of information that can help you tell a bigger story around customer insights and customer behavior across the economy you are operating in, which then informs what decisions need to be made at CX/ Organizational level.
