In this episode we’re going to be talking about CX transformation and driving business value with your CX team, and to do that we brought on Laurent Pierre Jr., the General Manager of Microsoft Azure CXP. We discuss what you need to do to work with your team, your leaders, and the customer to create life time value, or to get your customers to want to stick around for the rest of their lives. We want to focus on investing in the customer journey and get customers to love our company by treating them not just as a transaction, but as an actual human being.

Working with executives 2:04
How CX teams should be driving value 3:27
Where to start to get business value 6:01
More on driving value 9:56
Coaching people through it 14:10
Helping the CX team become the best 19:03

“Probably one of the biggest complaints I’ve heard from customers is like, ‘Every time I call this support center, I have to re-explain my environment. I have to re-explain my architecture.’ And so that’s why it becomes important to understand your customer, segment them, but also align industry related technologists that can speak not only the technical language, but the business language.” 10:31

https://www.linkedin.com/in/laurentpierrejr/