CX Improvements lead to cost cuts, but cost cuts don't lead to CX improvements

04/18/24 • 25 min

In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the customer and working back.

Ryan Hart on LinkedIn

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the customer and working back.

Ryan Hart on LinkedIn

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Previous Episode

Defining Customer Experience With Tom Quish

Tom Quish from Rightpoint is back for another, shorter episode talking about the importance of having a definition of Customer Experience for your company that is both shared by all employees, and inclusive of all employees.

One company, one CX definition.

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Next Episode

Will Generative AI Bury Or Revive Customer Experience?

In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences?

Ryan Hart on LinkedIn

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.