Most organisations have a desire, strategy or program to become more customer centric. However, many CX leaders are still struggling to shake old product centric ways of working inside organisations and are often finding it challenging to unlock enough investment to improve their customer experience to the standard they desire.

If your executive team haven’t fully embraced your customer centric strategy, it makes it extremely difficult to get traction, especially if it’s still viewed as an expense.

My guest in this episode Yvette Mihelic has a truckload of experience navigating complex stakeholder structures and getting buy-in to drive customer centric transformation for organisations like Transport for NSW and Telstra. She now is Director of CX for John Holland, where she oversees customer experience across many of the nation’s public transport systems, including Sydney Trains, Melbourne Trains and a bunch more, it’s an enormous job.

We explored:
What might be holding back your customer centric strategy?
How to unlock larger investment into CX?
The most important CX Metrics to focus on
Some innovative new CX concepts they are launching.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Most organisations have a desire, strategy or program to become more customer centric. However, many CX leaders are still struggling to shake old product centric ways of working inside organisations and are often finding it challenging to unlock enough investment to improve their customer experience to the standard they desire.
If your executive team haven’t fully embraced your customer centric strategy, it makes it extremely difficult to get traction, especially if it’s still viewed as an expense.
My guest in this episode Yvette Mihelic has a truckload of experience navigating complex stakeholder structures and getting buy-in to drive customer centric transformation for organisations like Transport for NSW and Telstra. She now is Director of CX for John Holland, where she oversees customer experience across many of the nation’s public transport systems, including Sydney Trains, Melbourne Trains and a bunch more, it’s an enormous job.
We explored:
<ol>
<li>What might be holding back your customer centric strategy?</li>
<li>How to unlock larger investment into CX?</li>
<li>The most important CX Metrics to focus on</li>
<li>Some innovative new CX concepts they are launching.</li>
</ol>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
If you’re looking for help in the customer strategy &amp; experience design space go to www.customersmarts.co

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

Some executives can’t get past seeing CX as a cost. Yvette provides some amazing insight on how you can get them to see differently and unlock far bigger CX budgets.

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