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Ep. 34: Reaching Customer Experience Through Employee Experience with Ryan Hart
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In this episode we are joined by Ryan Hart. Ryan leads teams who are innovating at the intersection of experience design, brand, and digital for international markets at PwC in Tokyo. I first was introduced to Ryan when researching the business case behind Human Centered Design and found his work on the ROI of Design Thinking. It was by far, some of the most forward thought leadership in the industry.
In this conversation, Ryan not only leads us through core themes of CX; like the importance of aligning your CX strategy with your corporate strategy or CX being only one of the experiences we need to design for in our business; there are many more, employee experience but also, he explores topics that many of us are trying to navigate right now such as; how do we balance global best practice with the maturity of Customer Experience in Japan or what are the opportunities for CX in a post COVID world.
I hope you enjoy this conversation as much as I did and don’t forget to share your feedback with me on your favorite social platform.
Let's begin
Key Takeaways
04:40 | What to differentiate when every one is doing CX?
08:40 | Aligning your corporate goals with your CX metrics and why to be weary of "beacon metrics"
18:20 | Where does Japan sit in terms of global maturity in CX?
25:20 | The affect of employee experience on customer experience and your bottom line.
31:35 | Ryan's hypothesis on why there is a natural gravitation to Artificial Intelligence and Machine Learning over Customer Experience
37:30 | Bringing the Design conversation upstream in business conversations
42:20 | In 5 years we know we've done a good job when...
48:25 | Opportunities for CX in a post-COVID world
50:55 | How to develop CX allies in your business
Here's a few more places you can learn more about Ryan;
LinkedIn | (https://www.linkedin.com/in/ryan-hart-a9254b4/)
Previous work at Forrester | (https://go.forrester.com/blogs/author/ryan_hart/)
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