STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE

In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.About the GuestDuring her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.She has expertise in developing effective strategies and action plans and implementing performance indicators.As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.Relevant LinksExpertCXhttps://www.linkedin.com/in/julietanolawsonThe Top 3 Key LearningsAlign CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.Chapters00:00 Game Start01:01 Guest Introduction: Julie Tano-Lawson02:31 Overview of Current CX Landscape05:35 Differences in CX Maturity Between English and French-speaking Regions08:20 Importance of Linking CX Strategy to Business Strategy11:22 Julie's Approach to Education and Training14:38 Governance and Trust in CX17:31 Cultural Challenges in Implementing CX19:48 Memorable Customer Experience Examples22:04 Future of CX and AI23:09 Contact Information and Final Thoughts24:26 Closing RemarksWe would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose