Top Takeaways:-      There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions.
-      Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer.
-      If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).  
-      The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility.
-      Touchless and contactless payments have existed since 1997, but have been accelerated and more widely adopted over the past year.
-      The employee experience has a huge impact on the customer experience. If employees are happy and well-supported, they are able to better support customers and deliver a better experience.
-      Employee needs will continue to change moving forward. Make the voice of the employee a central part of the decision-making process.
-      Become a partner to your customers and clients, rather than another vendor. If you’re not a partner, you’re in a potential churn zone where someone else could come along and build a better relationship with your customers.
-      The inspiration and innovation that comes from teamwork is what drives a customer-centric culture. And that is available to executives free of charge!
Quote:“What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.”
About:Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels.
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