Sean Albertson - Four metaphorical rocks affecting customer flow Artwork

The CX Iconoclast

If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as Richard Owen, co-founder of OCX Cognition, hosts conversations and interviews with business leaders, academics, and thinkers whose ideas can guide the CX profession to think in new ways about what success looks like. Most of them aren’t CX professionals, but all of them have something to teach us about CX. We’ll take a clear-eyed look at the problems that have hampered the discipline and explore the compelling ideas behind a re-engineering CX for a modern world. Come disgruntled, leave inspired. Find us at www.ocxcognition.com

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The CX Iconoclast

Sean Albertson - Four metaphorical rocks affecting customer flow

March 11, 2024 • OCX Cognition

In this podcast featuring Sean Albertson, a call center expert and author of '4ROCKS', host Richard Owen explores the dynamics of customer experience and business challenges. Sean's four metaphorical rocks—Sedimentary, Metamorphic, Igneous, and Meteoric—symbolize layers of complexity, organizational changes, unexpected events, and external factors affecting customer struggles.

The discussion unfolds as Sean emphasizes the need for action based on the results of research results, moving beyond measurement for its own sake. They then cover the evolving landscape of communication channels, where the challenge lies in the potential disconnection between channels, leading to customer frustration.

Sean then covers the details of the metaphorical rocks, each intended to simplify business challenges. Sedimentary rocks highlight silos and separation between teams, Metamorphic rocks address changes affecting customers, Igneous rocks deal with sudden major changes, and Meteoric rocks represent external factors like the impact of COVID-19.

Richard and Sean explore the role of technology in addressing these challenges. They discuss the entrenchment of obsolete structures and the need to look beyond cost reduction, focusing on how technology can bring people together. Sean presents an insightful example of using technology to streamline customer interactions, emphasizing the power of analyzing existing data for better outcomes.

The conversation touches on the human aspect in contact centers, emphasizing the need for people to handle fewer tasks to excel. Sean highlights the importance of providing choices for customers and shares examples of using data to anticipate and redirect customers who might otherwise find themselves on a bad support path.

Don't miss this engaging podcast as Sean and Richard discuss the rocks causing the most problems in the stream of customer experience, drawing from real-world examples. Join them on a journey to uncover actionable insights and strategies for enhancing CX in an evolving business landscape.

Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

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Richard Owen

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