This Is Cx

From the conversation, please find links to the following content: Mazen's CMSWire Article: Converge Customer Experience and Digital to Thrive in 2021West Monroe's Quarterly Executive Poll - 2021 Q1West Monroe POV: The promise of agile, multidisciplinary teams is real We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social:Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/Mazen Ghalayini: @MazenGhalayini, https://www.linkedin.com/in/mazenghalayini/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For more information about Nick Mehta and his perspectives, please visit his website:https://www.mehtaphysical.com/Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For more information about Tiffani Bova, please visit her website:http://tiffanibova.com/Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/Mike Rowland: https://www.linkedin.com/in/mikerowland/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:WMP's Digital Transformation OfferingsPaul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:WMP's Customer Experience OfferingsPaul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:WMP's Customer Experience OfferingsPaul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:Delivering on Customer SuccessPaul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:Delivering on Customer SuccessPaul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article: What to Expect From CX in 2020: 3 Accelerating Trends.Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:Quantifying the ROI of Customer ExperienceIf you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)

The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:Quantifying the ROI of Customer ExperienceIf you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

These seven mindsets are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience

This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience .

In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at Comcast. We discuss how CX is structured and operates within Comcast, how they use the NPS system to drive operations and budgeting, the company’s challenges continuing to improve scores, and how to maintain positive momentum.

The Wall Street Journey article that Mike and Paul reference can be found below: Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084.

In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipline, the challenges they've faced in executing on this vision, the relationship between a CX Leader and CX Executive Sponsor, and some key lessons learned for other CX leaders.

In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to becoming a C-level executive focused on delivery of value through the day-to-day engagement with customers at the AMA. They discuss how the role fits within the organization, the successes and challenges he's had with delivering on his vision for customer engagement, and sharing some key lessons-learned for other experience leaders within their organizations.