Execution for Customer Experience with Rick Denton

On this episode of Experience by Design, we welcome Rick Denton from EX4CX. Rick has been working with companies to improve their customer experience strategy. Along the way, he has learned not only what to do, but what not to do as well. For instance, companies swing between extremes too often. They lean too much on technology as a solution. They mismeasure what success means. And ultimately, they do not value the role of people enough. We explore how to execute a better CX strategy, how to focus on people and not process, and how to bring better experiences as a result.

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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.