FINDING THE "WHY" BEHIND CX
In This Episode
▸ [02:22] Explaining the value of CX
▸ [04:21] Everybody needs to be part of customer experience
▸ [05:03] Building the trust in an organization
▸ [06:44] The mistakes that Gene went through, and how he was able to turn things right
▸ [12:13] How Gene’s previous career experiences led him to his current role in CX
▸ [19:46] Creating more human obsession in the industry
▸ [24:14] Gene’s advice to himself as he was starting out his journey in CX
▸ [25:26] The Combustion Questions
what we learned from gene
▸ Once you get past the “why” and buy-in, it then becomes about trust.
▸ Adoption is key, not just the understanding of concepts.
▸ Having the right culture is what it takes to get CX done.
▸ The importance of empathy and understanding what your customers go through.
[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”
[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”
[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”
[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”'
[27:00] – “You have to be willing to humble yourself to know you don’t know eve
Gene Lee is the Vice President of experience design at Autodesk where he leads a talented, multidisciplinary team responsible for delivering a seamless end-to-end customer experience across the entire digital customer lifecycle.
Previously, he served as chief experience officer at Mailchimp, and also had the opportunity to work at Sony PlayStation, Nickelodeon, Scholastic, Landor, Y&R, among many other great brands.