Often Imitated: CX Stories from History - Sustainability Now for the Customer of the Future with Holley Chant, Director of Sustainability at Lendlease

Sustainability Now for the Customer of the Future with Holley Chant, Director of Sustainability at Lendlease

07/20/21 • 34 min

In the 1800s, America was generally seen as a land of abundance and endless resources until Gifford Pinchot saw the truth. That the trees, water and nutrients of the land were being used faster than they could naturally replenish. He saw that future generations faced bare, corroding soil rather than vast wilderness if those resources weren’t used sustainably.

This same concept of sustainability can be applied to CX. When crafting a customer experience today, we may only be thinking about immediate customers. But what if we could create an experience that would impact future customers for generations, to create an experience that would last, use fewer resources and be re-used?

Today we’re taking a deep dive into sustainability in CX with Holley Chant, Director of Sustainability at Lendlease, a construction, property and infrastructure company based in Australia. Holley knows how to use environmental and social sustainability as key drivers to CX. Let’s talk about how to create a sustainable experience for customers now and generations to come.

Experience: Creating a sustainable experience to serve customers now and in the future

Inspiration: Gifford Pinchot, the father of forestry

Modern Day Execution: Holley Chant, Director of Sustainability at Lendlease

Three Takeaways

[16:57] Customer experience now will have implications for future customers.

[7:44] Environmental and social sustainability can become key drivers for an amazing experience.

[11:25] Sustainability has to be quantifiable with data.

Key Quotes

“Customers today want a sustainable solution. They want a sustainable product or experience or home or community. They want to feel great about it and not feel like that in any way that their customer experience in that moment is someday leading to a negative customer experience for people down the line due to greater environmental problems.”
“When we just tack sustainability on at the end, instead of using a front-loaded integrative design process, it costs more. There's this triangle of sustainability - and I believe that that's also the customer experience triangle - of people, planet and profit. If you tack it on at the end and then it costs more, you've totally failed people and planet.”
“For Lendlease as a company, our business is totally devoted to the creation of an awesome built environment. A great customer experience would be that they use a building in such a way that it literally changes their life for the better. We've all been in a building at some point where we learned better. We healed better. We were more joyous. And that is the ultimate sign of great customer experience in a built environment.”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Experience: Creating a sustainable experience to serve customers now and in the future

Inspiration: Gifford Pinchot, the father of forestry

Modern Day Execution: Holley Chant, Director of Sustainability at Lendlease

Three Takeaways

[16:57] Customer experience now will have implications for future customers.

[7:44] Environmental and social sustainability can become key drivers for an amazing experience.

[11:25] Sustainability has to be quantifiable with data.

Key Quotes

“Customers today want a sustainable solution. They want a sustainable product or experience or home or community. They want to feel great about it and not feel like that in any way that their customer experience in that moment is someday leading to a negative customer experience for people down the line due to greater environmental problems.”
“When we just tack sustainability on at the end, instead of using a front-loaded integrative design process, it costs more. There's this triangle of sustainability - and I believe that that's also the customer experience triangle - of people, planet and profit. If you tack it on at the end and then it costs more, you've totally failed people and planet.”
“For Lendlease as a company, our business is totally devoted to the creation of an awesome built environment. A great customer experience would be that they use a building in such a way that it literally changes their life for the better. We've all been in a building at some point where we learned better. We healed better. We were more joyous. And that is the ultimate sign of great customer experience in a built environment.”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Previous Episode

Making Customer Education an Art with Ben Kovalis, Co-founder and CMO, Art AI

By flying above the clouds, Jacqueline Cochran also broke through the glass ceiling. During WWII, she brought women’s aviation to the forefront of the war effort. She taught women to be as good if not better at flying than the men — redefining aviation education at the time.

In aviation, understanding your product can make the difference between life and death. Though the stakes aren’t as high for a lot of us, customer education is a crucial part of CX. Ben Kovalis, Co-founder and CMO of Art AI has become a pro and fierce advocate for customer education.

Experience: Educating your customers

Inspiration: Jacqueline Cochran and the WASP

Modern Day Execution: Ben Kovalis, Co-founder and CMO, Art AI

Three Takeaways

Educate your customers and they’ll be your best advocates.
When your product is ahead of its time, educating your customers is critical to your success.
The more you educate your customers, the less fearful they’ll be.

Key Quotes

“When you have something that is unique, it gives you this opportunity to introduce something new to other people's lives.”
“The product that we're offering is not just beautiful, it is intellectual.”
“When you are in tune with the new developments in technology and AI, you have a strong understanding of how the future is going to look like. And then you're not afraid of it.”

Thanks to our friends

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

Next Episode

How to Save Your Customer’s (Financial) Life with Varun Krishna, SVP and Head of Consumer Finance at Mint

In a list of most helpful inventions and discoveries, you probably wouldn’t think to put domesticated cows at the top. But it turns out cows have saved millions and millions of human lives over the last 200+ years, and we think they deserve a little more recognition.

The smallpox epidemic had raged on for thousands of years, killing hundreds of millions of people, until a milkmaid in 1796 realized that her cowpox was protecting her from contracting smallpox. Edward Jenner, a surgeon and zoologist, took notice and got to work. Shortly after, the smallpox vaccine was created. Then, the hard work began to get people to actually take it. Convincing people to do something that’s good for them can be difficult. And no one knows that more than Varun Krishna, SVP and Head of Consumer Finance at Mint. Let’s find out how he manages to get people to change their habits and enjoy their experiences along the way.

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"The core of any good product is three fundamental things: it's useful, usable, and desirable." -Varun Krishna, SVP and Head of Consumer Finance at Mint

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Time Stamps

(0:00) How cows saved the world

(6:00) What is Mint?

(8:19) Identifying your financial pain points

(10:19) Making your product useful, usable, and desirable

(16:52) FinTech in a post-COVID world

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Sponsor

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

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