Chief Experience Officer
I care about experiencial expectations...
What I Care About
I must understand how our customers experience our products, services, and people so I can make their journey more successful, effective, and enjoyable across digital and physical channels. I must accomplish that while keeping us profitable.
Making It Happen
Relationship-Focused showed us that we must understand "relationship dynamics" before accurately designing the customer experience (CX). Their relationship-focused, human-centered design workshops helped us identify expectations set by many factors we missed, which are critical to creating customer journeys, personas, and experiences. Our CX strategy now accounts for cognitive and social factors essential to our business and includes better ways also to improve the employee experience (EX).