Ep. 34: Reaching Customer Experience Through Employee Experience with Ryan Hart

12/01/20 • 58 min

Business Karaoke Podcast with Brittany Arthur

In this episode we are joined by Ryan Hart. Ryan leads teams who are innovating at the intersection of experience design, brand, and digital for international markets at PwC in Tokyo. I first was introduced to Ryan when researching the business case behind Human Centered Design and found his work on the ROI of Design Thinking. It was by far, some of the most forward thought leadership in the industry.
In this conversation, Ryan not only leads us through core themes of CX; like the importance of aligning your CX strategy with your corporate strategy or CX being only one of the experiences we need to design for in our business; there are many more, employee experience but also, he explores topics that many of us are trying to navigate right now such as; how do we balance global best practice with the maturity of Customer Experience in Japan or what are the opportunities for CX in a post COVID world.
I hope you enjoy this conversation as much as I did and don’t forget to share your feedback with me on your favorite social platform.
Let's begin
Key Takeaways
04:40 | What to differentiate when every one is doing CX?
08:40 | Aligning your corporate goals with your CX metrics and why to be weary of "beacon metrics"
18:20 | Where does Japan sit in terms of global maturity in CX?
25:20 | The affect of employee experience on customer experience and your bottom line.
31:35 | Ryan's hypothesis on why there is a natural gravitation to Artificial Intelligence and Machine Learning over Customer Experience
37:30 | Bringing the Design conversation upstream in business conversations
42:20 | In 5 years we know we've done a good job when...
48:25 | Opportunities for CX in a post-COVID world
50:55 | How to develop CX allies in your business
Here's a few more places you can learn more about Ryan;
LinkedIn | (https://www.linkedin.com/in/ryan-hart-a9254b4/)
Previous work at Forrester | (https://go.forrester.com/blogs/author/ryan_hart/)

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Previous Episode

Ep. 33: Innovation Partners; Zebra Companies, Family Businesses & Start-Ups with John Kojiro Moriwaka

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In this episode, John Kojiro Moriwaka, returns to share his insights of building a new kind of innovation ecosystem in Japan; one where Zebra Companies, Family Businesses & Start-Ups not only co-exist but thrive in the presence of one another. And really, who better to have share some insights than John-san who wears all 3 hats; leading his family-owned business Moriwaka Medical, Silicon Valley Ventures and Startup GRIND Fukuoka.
Before we jump into the episode let me quickly share with you what a Zebra company is and why they've gained traction in Japan. Zebra companies take pride in doing real business, not aiming to disrupt current markets and aim achieving profitability and sustainability all the while helping to solve a societal problem. Read more here (https://www.entrepreneur.com/article/322407).
Also, if you're listening to this episode before Nov. 29th 2020, you are warmly invited to join the the kick off of Startup Grind Fukuoka; here.
I hope you enjoy this conversation as much as I did and don’t forget to share your feedback with me on your favorite social platform.
Key takeaways;
09:30 | Zebra Companies
15:40 | Transforming Japanese economy through growing global citizens
18:15 | Partnering with Startups and Family business
27:10 | Learning from founding SCV
37:45 | Bringing the Startup to Fukuoka
50:55 | Inspiring others to join
Extra:
Startup Grind Fukuoka | Silicon Valley Ventures | Moriwaka Medical | John's Rap

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Ep. 35: Fostering Curiosity and Learning to Lead in an Innovative Future with Nathan Paterson

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In this episode we are joined by Nathan Paterson. Prior to his current role of Director at IDEO Tokyo, Nathan led the research and design team at Disney Interactive Labs in Los Angeles, crafting immersive experiences with emerging technologies for Disney Guests around the world. In addition to his corporate experience Nathan built a design studio in Tokyo and co-founded an online education startup.
At IDEO, Nathan's main focus is on client Learning Programs but as you'll soon discover helping individuals, teams, and organizations learn how to navigate change through design, creativity, and play is not only a career but a calling for Nathan. Over the next hour Nathan leads us through a dynamic dialogue on the importance of fostering curiosity and learning to develop people who can lead in an innovative future. We cover everything from how to design meaningful and personalized learning opportunities, the role of community and data, to a story of how Nathan and 6 year old daughter climbed Mount Fuji and what what lessons exists for organizations to re-think their learning experiences.
I hope you enjoy this conversation as much as I did and don’t forget to share your feedback with me on your favorite social platform.
Let's begin
Key Takeaways
02:55 | A new take on ABC; from always closing to always curious.
04:15 | Where do the inspired find inspiration?
07:40 | Designing and empowering learning experiences.
12:15 | Maturity of learning in organizations in Japan on a global spectrum.
15:15 | Adopting a growth mindset and the role rituals play in becoming a learning organization.
25:05 | Creating unique rituals authentic to your organisation.
31:00 | Emerging metrics in education and striving for "aha" moments.
40:05 | Role of community in education.
49:40 | Flexibility and exploration in learning catalyzed by COVID-19.
1:00:20 | The fabric of organizations 5 years from now.

Learn more about Nathan here:
Personal website / Twitter / LinkedIn
Learn more about things important to Nathan here:
IDEO Tokyo
Learning at IDEO Tokyo
IDEO’s Emergent Futures document
Creative Difference
Tokyo Community School