Customer Experience Reckoning with Valerie Peck

In this episode of Experience by Design, we welcome Valerie Peck, a thought leader in customer experience (CX), to discuss the current state of CX and its challenges. Valerie shares her insights on whether companies truly care about their customers despite their vocal assurances. The conversation delves into the distinction between creating genuine experiences versus merely pushing products, and the risk of cutting experiential corners in the pursuit of profit. Throughout the discussion, Gary and Valerie emphasize the importance of balancing customer satisfaction with operational efficiency and the challenges CX professionals face in gaining leadership buy-in. They also touch upon the role of employee experience in enhancing customer service and the need for companies to empower their employees. Finally, we discuss the CX reckoning, and what CX means when done right.

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This is experience by design, a podcast that brings new perspectives to the experiences we have everyday. Does standing in line always have to suck? Why are airports so uncomfortable? What does it mean to be loyal to a brand? Why do you love being connected but dislike feeling tethered to your smart phone? Can we train people to care about the climate? Join Sociologist Gary David and Anthropologist Adam Gamwell on an expedition to the frontiers of culture and business through the lens of human experience. We're here to make sense of the madness with leading psychologists, cognitive and social scientists, entrepreneurs, and business leaders.