CX Is More Important Than Ever!
Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience.
Top Takeaways:  
·      Your customers aren't just comparing you to your direct competitors anymore. They are comparing you to the best. For example, customers may ask, Why can't your app be as good as the Peloton app? Why can't your speed be as quick as Amazon's?
 
·      If there is a choice between customer experience and the product, CX will usually win. You can have the best product, but if you don't create an experience around it that works for the customer, they will find another provider.
 
·      Our experience ambitions have changed in all aspects of how we live our life, how we keep fit, how we eat, how we shop, or how we travel. Companies need to aim for composability, propose solutions to create the right kind of experiences, and make sure that people feel good about what they do.
 
·      To realize the benefits of personalization, suggesting what people want and how they want it should be part of how we engage our customers, staff, colleagues, and everyone in our ecosystem.
 
·      We must personalize our digital experiences until it rivals the person-to-person experience. Customers need to feel like you are talking to them, even in digital transactions.
Quote:  
"In this challenging experience economy, we need employees who are connected and empowered. Creating great experiences is enabled by employee experiences. They need to have great experiences themselves."
 
About:  
 
Simon Harrison is the Senior Vice President and Chief Marketing Officer of Avaya, leading the global marketing function to engage with new and existing customers and partners, driving adoption of the company’s software solutions, and supporting Avaya as one of the leading player in a dynamic digital communications market.
 
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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