Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.

Resources mentioned:

• Service Design Show (podcast).
• Why Service Design Thinking (podcast).
• This is HCD (podcast).
• General Assembly (course).
• Academy XI (course).
• Customer Experience Professionals Association
• This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider.
• The Field Guide to Human-Centered Design (book), by IDEO.
• The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey.
• Beyond the Ultimate Question (book), by Bob Hayes.
• Bulletproof Radio (podcast), with Dave Asprey.
• Influencers (podcast), by Jon Levy
• Closing the Delivery Gap (research), by Bain and Company

Additional Resources:

• The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson.
• Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine.
• Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo.
• Xplaner (website).
• Strategyzer (website).
• Service Design Tools (website).

Key takeaways (starts at 30:35):

1. Any CX initiative needs to be driven by the CEO.
2. Present ideas with 51% confidence but 100% conviction.
3. Treat survey data like an asset.
4. Close the delivery gap between what you think you know and what the customer experiences.