Punk CX: Customer Experience Insights with Adrian Swinscoe How executives can turn fragmented CX efforts into enterprise-wide customer obsession - Interview with Ray Gerber
Today’s episode of the Punk CX podcast features Raymond Gerber, the Co-Founder of the Institute for Journey Management (I4JM), Founder of JourneyCentric-CX and author of three new books. He joins me today to talk about the third book (Journey to Customer Obsession- A Leadership Blueprint for CX Maturity and Enterprise Transformation: How executives can turn fragmented CX efforts into enterprise-wide customer obsession), which is effectively the executive edition of the other two books. We talk about the 9-stage journey that organisations go through on the road to customer obsession, journey management and orchestration, why many organisations often stumble into the first stage, Awareness, by accident, the non-negotiable output of consideration, the second stage of the journey, a brief overview of the other stages, and how a leader and their team should get started with all of this.
This interview follows on from my recent interview – More Than A Motto – Interview with Justin Robbins of Metric Sherpa – and is number 577 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.