How to build the foundations of a CX Program
In this episode of the CX Matters Podcast, host Justin Tippett talks to Scott Downing, an Australian CX expert who walks us through how to build the foundations of a CX Program.
The episode walks you through some of the components, including:
- Being clear on who the customer is.
- Ethnographic research.
- Taking in outside-in approach.
- Tactical programs of work.
- Key Measures including Net Promoter Scores.
- Great tips on how to get traction.
- Some great examples and stories.
If you’ve been interested in learning more about Customer Experience Strategy or aren’t quite sure where to start, click the play button now!
Listen now to the Podcast
Just click play below! If you’d rather listen on your favourite podcasting platform, you’ll find the links at the bottom of the page.
1 February · Season 1 · Episode 8
19 Min, 48 Sec · By ACXPA
In this episode of the CX Matters Podcast, host Justin Tippett talks to Scott Downing, an Australian CX expert who walks us through how to build the foundations of a CX Program. The episode walks you through some of the components, including: Being clear on how who the customer is. Ethnographic research. Taking in outside-in approach. Tactical programs of work. Key Measures including Net Promoter Scores. Great tips on how to get traction. Some great examples! If you've been interested in learning more about Customer Experience Strategy or aren't quite sure where to start, click the play button now!
Watch the Podcast recording
Customer Experience Resources
To help you with getting started with Customer Personas we’ve included some quick links below to ACPXA resources that can assist.
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