Podcast ¦ CX Passport: The one with the hierarchy of opportunity – Ian Storm Dir Strategic Solutions at Aspect Software E213

Key Takeaways

1. Balancing people, process, and power is essential to driving business impact in customer and employee experience.

2. Simplification of metrics is necessary; businesses should move beyond traditional KPIs to focus on metrics tied to actual business outcomes.

3. AI can improve experience strategies, but companies must ensure it does not distract from understanding deeper causes of performance issues.

4. Onboarding strategies should consider both “snowball” (quick wins for new hires) and “avalanche” (rapid upskilling for experienced employees) approaches.

5. Self-determination theory highlights the importance of autonomy, competency, and relatedness in enhancing employee engagement and customer experience.

6. Psychological safety in the workplace can be fostered through open, curious communication rather than judgmental feedback.

7. Successful companies connect the dots between customer and employee experience to drive performance improvements.

8. Applying the Socratic method in coaching can encourage curiosity and open dialogue, fostering a safer environment for sharing ideas.

9. Understanding the human aspect of experience strategy is crucial for implementing technology effectively.

10. When addressing performance issues, leaders should clearly articulate the business rationale for changes to ensure alignment and understanding.

11. Data-driven insights should not only focus on internal metrics but also address the customer journey and experience.

12. The process of identifying and correcting incorrect call dispositions can reveal broader customer experience challenges and opportunities for improvement.

Key Statistics

• No specific statistics were mentioned in the podcast.

Key Discussion Points

1. The foundational importance of aligning people, process, and technology for business success.

2. The ineffectiveness of simply continuing to track traditional KPIs without deeper engagement with the data.

3. The balancing act companies face when implementing AI technologies in their strategies.

4. The analogy of “snowball” versus “avalanche” in onboarding approaches for different employee experience levels.

5. The three components of self-determination theory: autonomy, competency, and relatedness.

6. The challenge of creating psychological safety in remote work environments.

7. The necessity of tying coaching and feedback to individual growth and company objectives.

8. The significance of transparent communication regarding business impacts during employee training.

9. The role of qualitative analysis in understanding customer interactions and improving processes.

10. The crucial link between employee satisfaction and customer experience.

11. The potential distractions posed by emerging technologies in the workplace.

12. The need for collaborative, transparent environments to foster better performance outcomes.

Podcast Description

The CX Passport podcast explores the intersection of customer and employee experience strategies within businesses, highlighting the impact of technology, data, and psychology. In this episode, Ian Storm, Director of Strategic Solutions at Aspect Software, discusses the challenges companies face when implementing AI in their strategies and the crucial need for deeper discussions about metrics that drive real business outcomes. Ian shares insights on effective onboarding strategies, the principles of self-determination theory, and the importance of psychological safety in fostering an engaged workforce. Join us as we delve into actionable insights and practical wisdom for enhancing both customer and employee experiences in the financial services industry.