HR is no longer just about managing people—it’s about shaping the future of work. Jens Baier, BCG’s HR transformation expert, discusses how AI and shifting employee expectations are forcing companies to rethink talent strategies. From re-recruiting to upskilling employees, HR must adapt to a rapidly changing landscape. Learn More: Jens Baier: https://on.bcg.com/41ca7Gv BCG on People Strategy: https://on.bcg.com/3QtAjro Decoding Global Talent: https://on.bcg.com/4gUC4IT…
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Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business
Manage episode 284911763 series 2876004
Inhoud geleverd door CX of M Radio. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door CX of M Radio of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.
Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
12 afleveringen
DelenManage episode 284911763 series 2876004
Inhoud geleverd door CX of M Radio. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door CX of M Radio of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.
Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
12 afleveringen
Alle afleveringen
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1 Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise 11:41
Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
1 Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point 9:19
Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?
1 Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business 5:42
Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
1 Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience 4:08
Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...
If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience...
1 Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation 5:13
You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.
1 Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link 3:33
You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play.
Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience.
1 Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function 4:33
Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...…
1 Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing 5:18
In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the experience the customer gets doesn't just come from the service, it comes from the product & channel experiences too... #cx #cxclub #podcast #customerexperience…
Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...…
The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation…
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