Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the interplay of these key areas and what to do when companies fall into the trap of the technology paradox.
Visit Jan's LinkedIn profile - https://www.linkedin.com/in/januriga/
Find Jan's Customer Journey template on the CX Insider LinkedIn page
02:33 - How companies approach CX today I 05:26 - Where should you start to become customer-centric? I 10:40 - What role does technology adoption play in an organisation? I 20:25 - How does employee-centricity impact CX? I 26:25 - Advice to aspiring CX leaders
Transforming Brand Experience in Banks & Building Societies w/ Martin Shires, Michael Heanue & Greg Copley (Glory, M Worldwide, ACF Technologies)
Retail Restructuring & Rise of Entrepreneurship - w/ Sham Aziz (Thecxway)
Innovating Customer Communication in the Financial Sector - w/ Andrew Stevens (Quadient)
Patient Experiences & Future Regulations in the C*nnabis Industry – w/ Simon Erridge (CuraLeaf)
EV Innovations and the Merge of Physical & Digital CX - w/ Chris Warwick (Electromin)
Ownership of Data & AI Evolutions in Surveys – w/ Kelly Cormac (SurveyMonkey)
Crafting Moments of CX Magic - w/ Shep Hyken
How to Deliver Large-scale Technology Projects - w/ Simon Ronald & Laurence Leach (ACF Technologies)
Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation)
Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)
100th Episode Special - The Best Moments
Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective)
Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx)
Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin)
How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians
Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA)
Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research)
The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos)
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Andreas Schmelzer (Porsche Holding): Hyper-Automation, the Next CX Boom?
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