Podcast ¦ CX Passport: The one with CX the customer would pay for – Karyn Furstman E203

Key Takeaways

1. Embedding customer experience (CX) as a core operational component, rather than treating it as a project or initiative, is essential for long-term success.
2. Leaders in CX should have a deep understanding of operational processes to break down barriers and improve customer connection.
3. Lean methodologies can enhance CX by focusing on processes customers value and ensuring their input influences product and service design.
4. Engaging leaders across all organizational levels – from executives to frontline employees – is crucial for driving impactful CX transformations.
5. Connecting CX initiatives to tangible business metrics, such as retention and financial performance, elevates the importance of CX within the organization.
6. Successful CX leadership involves continuous education on what CX is and isn’t, ensuring organizational alignment and support.
7. Operational leaders, as a critical middle layer, play a significant role in day-to-day CX execution and should be actively engaged in CX initiatives.
8. Building a shared understanding and commitment to CX can help mitigate departmental silos and foster a cohesive organizational approach to customer engagement.
9. Executives must be actively involved and observe CX processes firsthand to better understand their impact and promote organizational culture change.
10. Quick wins and measurable progress against defined CX roadmaps can bolster support for ongoing CX improvements.
11. CX leaders can influence successfully without formal authority by being visible in organizational meetings and maintaining executive engagement.
12. A collaborative approach with CFOs and other financial leaders can help align CX goals with broader business objectives, demonstrating the financial benefits of improved customer experiences.

Key Statistics

• Retaining existing customers is generally less expensive than acquiring new ones, reinforcing the need for effective CX strategies.
• Customer experience metrics, like NPS (Net Promoter Score), should be directly connected to retention, cross-sell opportunities, and other financial performance metrics.

Key Discussion Points

• The role of CX leaders in transforming perceptions of customer experience from an initiative to a way of working.
• How lean methodologies contribute tangibly to CX design and execution.
• The distinctions between CX functions within operations versus marketing and their respective impacts on organizational success.
• The need for defining clear CX strategies and roadmaps to guide organizational efforts and align stakeholders.
• Strategies for CX leaders to maintain visibility and influence within organizations without formal authority.
• The importance of integrating executive leaders into CX processes through practices like “go and sees.”
• Balancing the need for customer feedback with actionable insights to effectively drive improvements in operations.
• The necessity for continuous education about CX concepts within the organization.
• Ways to define and measure success in CX initiatives beyond traditional loyalty metrics.
• Insights on recognizing and overcoming common pitfalls organizations face with CX initiatives.
• The vital role of middle management in successfully executing CX strategies on a day-to-day basis.
• Creating a culture where all employees are equipped and empowered to contribute to enhanced customer experiences.

Podcast Description

In this episode of CX Passport, host Rick Denton engages with Karen Firstman, founder and CEO of Customers First, to explore the intricate relationship between customer experience and operational excellence. With over 30 years of experience in leading customer experience transformations for major financial institutions, Karen shares her insights on embedding CX into company culture, leveraging lean methodologies, and creating meaningful connections with customers. Listeners will gain valuable perspectives on how to effectively influence change without formal authority and the importance of aligning CX initiatives with broader business objectives to drive tangible results. Join us for this enlightening conversation that emphasizes the value of customer-centric operations in today’s competitive landscape.