The CX Cast

Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challenging old business models. Tina Lilje, Global Head of CX at Phillips Healthcare joins us to share how she and her team are embracing AI to enhance CX.

Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organization.

As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.

Joana de Quintanilha, Forrester’s journey mapping expert, shares her insights on optimizing customer experiences. She discusses transforming journey maps from static forms into dynamic, actionable tools that drive improvements. The conversation highlights the significance of capturing short-term wins and utilizing metrics to align customer expectations. Joana also emphasizes the role of technology, showcasing how AI can enhance journey mapping through real-time data integration. This final installment reflects on the evolution of journey management and encourages ongoing engagement.

Joana de Quintanilha, Forrester’s journey mapping expert, shares her extensive knowledge on validating customer journey maps. She emphasizes the importance of direct customer engagement and a mix of quantitative and qualitative methods to gain insights. The discussion illuminates how adapting journey maps to evolving customer interactions is crucial. Joana also highlights the role of software in optimizing customer experiences and the growing accessibility of various journey mapping tools that cater to different organizational needs.

Joana de Quintanilha, a journey mapping expert at Forrester, shares her insights into the creation of journey maps and the planning of effective workshops. She emphasizes the importance of using digital tools like Mural and Miro for hybrid settings. Key discussions include mastering customer experience storytelling, maintaining workshop momentum, and fostering engaging ideation sessions. Joana also unveils techniques for prioritizing customer experience improvements and bridging gaps between customer pain points and organizational perceptions.

Joana de Quintanilha, a journey mapping expert at Forrester, dives into the intricacies of journey mapping. She explains how effective journey mapping acts as a change management tool, detailing a structured seven-step approach. The discussion highlights essential preparations for journey mapping workshops, including identifying key participants and crafting customer personas. Joana emphasizes the importance of thorough scoping, stakeholder involvement, and balancing qualitative with quantitative data to drive meaningful customer experience improvements.

We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakeholder and customer mindsets.

Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and knowledge, Enza Iannopollo, Forrester Principal Analyst, joins us to discuss how to use emerging EU legislation as a foundation to build trusted AI.

Derek Allgood, Vice President of Global Customer Experience at eBay, shares insights from his role in shaping customer experience while prioritizing employee well-being. He discusses the importance of building strong internal relationships and fostering a culture that values genuine connections. The conversation delves into how eBay enhances accessibility and handles customer feedback. Derek also explores the balance between automation and human interaction in customer service, emphasizing the need for effective governance to navigate future challenges.