Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.

 

Key takeaways (starts at 39:30):
Make sure you get quick wins when starting a CX initiative
Put your CX strategy down on paper so everyone knows what it is
Enable and empower people to deliver on your CX strategy
Share the glory with the entire team

Robert S&oslash;rensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia&rsquo;s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.
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Key takeaways (starts at 39:30):
<ol>
<li style="font-weight: 400;">Make sure you get quick wins when starting a CX initiative</li>
<li style="font-weight: 400;">Put your CX strategy down on paper so everyone knows what it is</li>
<li style="font-weight: 400;">Enable and empower people to deliver on your CX strategy</li>
<li style="font-weight: 400;">Share the glory with the entire team</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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