THE SECRET SAUCE FOR DESIGNING FOR HUMANS
In This Episode
▸ [02:11] What does Aarthi’s average week look like?
▸ [05:02] Aarthi’s approach to human experience
▸ [07:53] Should the Chief Customer Experience Officer report to the CEO at an organization?
▸ [10:17] The outside-in approach versus the inside-out approach
▸ [13:22] Why Aarthi joined M&T Bank
▸ [17:34] Aarthi’s journey and how it influenced her role today as a Chief Customer Experience Officer
▸ [22:10] The advice Aarthi would give to people who want to be in a similar role in the industry
▸ [23:35] What is Aarthi’s next big idea?
▸ [25:45] The Combustion Questions
what we learned from AARTHI
▸ In any industry, you can’t decouple customers and employees.
▸ The outside-in approach – putting ourselves in an empathetic lens.
▸ The further away you go from customer-facing roles, your customers tend to be different.
▸ What's most important is to think about beliefs and behaviors.
▸ The Chief Experience Officer role should be responsible for pulling together the three concepts of experience: employee, customer, and brand.
[06:25] - “I've been very much on this mission to connect the dots and make sure that when we think about experiences, it's human experiences and designed for humans.”
[09:14] - “It's incredibly important that the (Experience Officer) role is empowered, has complete decision rights and has full empowerment to drive the change.”
[12:31] - “Experiences are a set of choices that you allow the customers to make that delight them.”
[15:29] - “It is very important for every single employee in that journey from front to back to connect to understand their piece of that journey.”
[22:11] - “One of the things I would say is incredibly important in any role, especially for this role, would be to have an incredibly open mind and a growth mindset.”
Aarthi Murali is M&T Banks’ first Chief Customer Experience Officer. She focuses on enabling teams across the enterprise to design delightful end-to-end experiences for customers, while building out capabilities to support them.
She is a customer fanatic at heart and in practice, and believes that taking an outside-in approach is key to making a difference in people’s lives.