193. The Culture of Innovation vs The Work of Innovation w/ Lee Jelenic

How do you operationalize innovation? One way is to build innovation into the company culture by incentivizing ideas.  In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars of his company by committing to continual improvement and preserving the human touch. Lee and I talked about:- How positive client experience helps to cut through the noise- Why “client” signifies a longer-term relationship than “customer”- What guiding philosophy led to growth from 2K to 8K team members- How the value of innovation is expressed throughout the company- Where humans and tech should intersect Check out these resources we mentioned:- Lee Jelenic on LinkedIn - UWM.com - FindAMortgageBroker.com - Mat Ishbia on LinkedIn - Mark Fields on LinkedIn - Jim Farley on LinkedIn - Delta Airlines Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts,Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.