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

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you&rsquo;ll learn how to define the role of a customer experience professional, plus you&rsquo;ll discover many tips and resources that you can use on your journey to becoming a great CX pro.
&nbsp;
Resources mentioned: 
<ul>
<li><a href="https://itunes.apple.com/au/podcast/service-design-show/id1104665758?mt=2">Service Design Show</a> (podcast).</li>
<li><a href="http://www.whyservicedesignthinking.com/">Why Service Design Thinking</a> (podcast).</li>
<li><a href="https://www.thisishcd.com/">This is HCD</a> (podcast).</li>
<li><a href="https://generalassemb.ly/design/user-experience-design/service-design">General Assembly</a> (course).</li>
<li><a href="https://academyxi.com/course-type/service-design/">Academy XI</a> (course).</li>
<li><a href="https://www.cxpa.org/home">Customer Experience Professionals Association</a></li>
<li><a href="https://www.amazon.com.au/This-Service-Design-Thinking-Basics/dp/1118156307">This is Service Design Thinking</a> (book), by&nbsp;Marc Stickdorn and Jakob Schneider.</li>
<li><a href="http://www.designkit.org/resources/1">The Field Guide to Human-Centered Design</a> (book), by IDEO.</li>
<li><a href="https://www.amazon.com/Ultimate-Question-Revised-Expanded-Customer-Driven/dp/1422173356">The Ultimate Question 2.0</a> (book), by Fred Reichheld and Rob Markey.</li>
<li><a href="https://www.amazon.com/Beyond-Ultimate-Question-Systematic-Approach/dp/0873897722">Beyond the Ultimate Question</a> (book), by Bob Hayes.</li>
<li><a href="https://blog.bulletproof.com/category/podcasts/">Bulletproof Radio</a> (podcast), with Dave Asprey.</li>
<li><a href="http://www.jonlevytlb.com/influencers-podcast/">Influencers</a> (podcast), by Jon Levy</li>
<li><a href="http://www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf">Closing the Delivery Gap</a> (research), by Bain and Company</li>
</ul>
&nbsp;
Additional Resources:
<ul>
<li><a href="https://www.amazon.com.au/Principles-Behind-Great-Customer-Experiences/dp/0273775081">The Ten Principles Behind Great Customer Experiences</a> (book), by Matt Watkinson.</li>
<li><a href="https://www.amazon.com/Outside-Putting-Customers-Center-Business/dp/1491514221">Outside In: The Power of Putting Customers at the Center of Your Business</a> (book), by Harley Manning and Kerry Bodine.</li>
<li><a href="http://gamestorming.com/">Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers</a> (book), by Dave Gray, Sunni Brown, and James Macanufo.</li>
<li><a href="http://www.xplaner.com/">Xplaner</a> (website).</li>
<li><a href="https://strategyzer.com/canvas">Strategyzer</a> (website).</li>
<li><a href="http://www.servicedesigntools.org/">Service Design Tools</a> (website).</li>
</ul>
&nbsp;
Key takeaways (starts at 30:35):
<ol>
<li>Any CX initiative needs to be driven by the CEO.</li>
<li>Present ideas with 51% confidence but 100% conviction.</li>
<li>Treat survey data like an asset.</li>
<li>Close the delivery gap between what you think you know and what the customer experiences.</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.