Tag Archief van: cx strategy

The Data-Driven CX Revolution: all insights for you as a CX leader from Barry Wilthagen

In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you’ll get some great tips and tricks.

Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.

Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html

In this podcast episode we discuss

  1. The Intersection of Data Management and CX: – Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.
  2. The Imperative of Data-Driven CX: – Understanding why a data-driven approach to CX is non-negotiable in today’s business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.
  3. Habits of Success in Data Management: – What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.
  4. Integrating AI in Data-Driven CX: – The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.
  5. Challenges and Opportunities in Data-Driven CX: – Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.
  6. The Evolving Role of Data Professionals: – With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.

Key Takeaways

– Insightful perspectives on the vital role of data management in crafting superior customer experiences.

– Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.

– Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.

About Barry Wildhagen

Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica’s technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.

Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.

Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/

Barry Wildhagen’s tips with links

Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY

The Pale Blue Dot  https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595

You don’t want to miss this episode of CX Leadership Talks!

/door

Strategy 40: The power of routines

Strategy 40 is about the power of routines. Building a step-by-step routine and tailoring it to your own wishes makes you happier, gets you more things done and makes you feel good and proud.

In this video I’ll share the secrets of my personal and business routines. I found out that routines do not only work for me, but also connect me with others. Learn more on this in this video!

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 35: The need for authority

When was I truly a pilgrim? When am I truly a good leader? The answer lies in experience: showing your accomplishments gives you credibility. Sometimes titles help as well. Not by showing off all the time – especially not in the Netherlands – but there are circumstances where it is wise to use them.

When and where? Why? Watch this video to found out!

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 34: Light a candle

Life is tough sometimes. Not only on yourself, but also on those around you. While walking the pilgrim’s path I carried the people important to me in my heart. I showed my care by lighting a candle for those who need some extra care.

Keep an eye on and take care of those around you. That’s why Strategy 34 is ‘Light a candle’.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 33: Your pain, is… well, your pain

In this video you’ll learn why Arnold Schwarzeneggers’s saying “The pain you feel today, will be the strength you feel tomorrow” was not helpful to me during my pilgrimage. For me the question was: how can I deal with the pain and keep going?

What I know is that blaming won’t help you. Listen what will and check out this video.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 32: Angels are out there to make you feel special

Angels are out there to make you feel special. Are they? Yes, in fact, that is what strategy 32 is all about. There are always angels on your path, the lights on your journey that make the world go round. Not just in life, but most certainly also as a CX leader.

Or why not being an angel yourself? Check out strategy 32 in this video.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 31: Trust the universe

Strategy 31 – Trust the universe – might not sound like a strategy to you. Especially if you are the kind of person who just only trusts science. In that case, skip this chapter, but if you are a bit curious, I would say listen to this strategy. Why? Trusting the universe helps me daily, especially as a CX leader.

I know you áre curious by now. Just check out this video, trust the universe that it’ll bring you new insights ????

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Six blind spots in CX leadership communication – and how to address them

In the dynamic of Customer Experience (CX) leadership, communication is essential for engagement, persuasion, and education. However, even the most seasoned CX leaders can fall prey to certain communication pitfalls. With the result that they don’t get their message across, colleagues don’t understand them and more important, people don’t get into action. Identifying and addressing these ‘six blind spots’ can transform how leaders communicate, connect, and influence their teams and customers.

Blind spot 1: being too complete

The Overload Trap: CX leaders often feel compelled to provide every detail in their presentations, believing that more information equates to better understanding. However, this completeness can lead to information overload, losing the audience’s interest and diluting the core message.

The Fix

Focus on simplicity and clarity. Distill the story to its most essential elements to keep your audience engaged and the message impactful.

Blind spot 2: being too boring

The Engagement Gap: a common misstep is sticking to a dry, fact-based narrative and not much engagement. This approach can make your presentation, strategy and stories unrelatable and forgettable.

The Fix

Incorporate elements that have unexpectedness. That spark emotions – humor, surprise, or personal anecdotes. Engage your audience with a narrative that resonates and makes them remember.

Blind spot 3: being too conceptual

The Abstract Challenge: CX leaders might lean heavily on abstract concepts or industry and especially customer experience jargon, making it hard to grasp.

The Fix

Ground your story with concreteness. Use real-world and customer examples and relatable scenarios. Simplify complex ideas with metaphors or analogies to make them more accessible.

Blind spot 4: being too corporate

The Corporate Veil: overemphasis on corporate perspectives can make your presentation or strategy feel impersonal or propagandistic and might feel that it is just your CX idea.

The Fix

Humanize your story and add in true customer data to build credibility. Have a CX data sheet, that you can use and share experiences and lessons from a personal viewpoint. Combine data with stories and relate to everyday experiences that transcend corporate walls.

Blind spot 5: being too unpersonal

The Relatability Rift: presentations lacking a personal touch fail to connect with the audience on an emotional level. Often people won’t connect and don’t understand what to do next.

The Fix

Build in emotion to connect and let your personal stories come into play. Let your vulnerability and authenticity shine through to build a stronger connection with your audience. Also be specific on your call to action, what you want your audience to DO.

Blind spot 6: being too functional

The Functional Focus: focusing solely on the functional aspects of Customer Experience, like methodologies, processes or outcomes, can make it uninspiring.

The Fix

Weave in the human element and add stories. Highlight the impact on people, whether it’s customers, employees, or communities. Stories that showcase human experiences and emotions are more engaging and memorable.

My conclusion and tips for you

Effective communication in CX leadership is about striking the right balance. It is my suggestion to use the success formula of Dan and Chip Heath from the book Made to stick. So, you start to focus more and get your ideas and communication across. To stand out from the crowd.

It’s about being informative yet engaging, professional yet personal, and functional yet inspiring.

By addressing these six blind spots, you as a CX leader can craft stories that are not only heard but also felt and remembered. This approach not only enhances communication but also fosters a more profound connection with teams and customers, ultimately driving a more impactful CX strategy.

 

Don’t miss another blog? Sign up for my monthly CX Greetz!

/door

Elevating business impact: the magic of CX Leadership and design-centric approaches

This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.

Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results.

The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.

The article for design thinking and Airbnb.

Timestamped overview

00:11 Excited for customer experience friend from Hungary.

05:49 Passionate person with goal of educating others.

09:12 Both disciplines rely on each other.

11:17 Design is a mindset, focusing on functionality.

16:13 Obstacles are opportunities, innovate by problem framing.

19:33 Good idea, collaboration, prioritization, changed strategy.

23:56 Consider everyone, their concerns, build trust.

27:43 Experiment, pilot, start small, clear impact, educate, trust.

29:55 Hire expert for true success in CX.

35:55 ChatGPT: Design thinking saves time.

39:31 Design Thinking helps with audience interaction, LinkedIn available.

/door

The huge opportunities of Leadership Events for you as a CX professional

Welcome to the latest episode of CX Leadership Talks with me, Nienke Bloem. I apologize for the hiatus between episodes, as I took a much-needed break. But I’m back now, and today’s episode is a must-listen for CX leaders.

We’re going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We’ll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.

I’ll also share my own experiences as a speaker and organizer at such events. So, stay tuned and let’s take a deeper look at leadership retreats in the world of CX.

Listen to this podcast

/door