Welcome to the 34th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!
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Los Angeles, CA - Tuesday, September 5th, 2022
Hi friends,
Different themes arise at different times in our lives, and - the minute we identify a pattern - it seems everyone else is dealing with the same thing. Has that ever happened to you?
The name of the game this year looks to be figuring out ways to up-skill (or, as the kids say, level up!) your teams.
In almost all our conversations with current and potential clients, managers are looking to give their companies a competitive edge by providing teams guidance and tools to think and be more customer-centric.
These company leaders are asking the right questions: How do I make CX strategy and design more concrete? What are the activities that will establish internal capabilities that are differentiated and hard to copy for competitors? How do I know if I'm doing it? How do I know if I'm good at it?
There is no realistic way to "tool" their teams without expert help; it's simply not in their toolbox. But, a huge part of being a great manager is ensuring your team is equipped to serve in customer-centric ways.
We've been helping companies equip their teams for years now, and have recently launched our standalone CX Consulting service to guide teams focused on learning and implementing an exceptional customer journey at all levels of the business.
If you have questions or would like to chat about giving your team the tools to think/be more customer-centric, please reach out.
Until next time,
Diana Sonis
Founding Partner
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