Customer Experience Superheroes - Series 4 Episode 1 The Power of Lego Serious Play with Sirte Pihlaja

07/22/20 • 27 min

Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches.
Global CX consultant, mentor and host Christopher Brooks interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX.
In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions.
As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops.
We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements.
Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2.
To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.

Previous Episode

Customer Experience Superheroes - Series 3 Episode 4 Service Recovery with Katie Stabler

In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential issue can result in a more committed customer. Learning this superpower as well as others in this series will help you become a CXSuperhero.
Hosted by global CX consultant and mentor Christopher Brooks, the discussion includes practical tips for any customer service operator to employ. Katie is a contributor to the Customer Experience 2 publication along with Christopher.
For more on this topic reach Katie on https://www.linkedin.com/in/katie-stabler-ccxp/.
CX Superhero podcasts are brought to you by https://clientship.com/

Next Episode

Customer Experience Superheroes - Series 4 Episode 2 - A wake up call for CX Professionals with Nate Brown

In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX.
As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we need to 'get out of the rut we've fallen into'. The age of generalists is over according to Nate, but the need for 'generals' to lead is still important. Leaders, like customer experience management, need to be more creative and more compelling to gain the hearts and the minds of those needed to come on the journey with them. The landscape has changed and CX professionals need to adapt and advance to keep up.
With an encyclopaedic knowledge of CX references, Nate evidences every point referencing experience, stats and leading practitioners in this conversation with CX Superhero podcast host and global CX consultant, Christopher Brooks.
If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown.