Today we’re going to talk about keys for CX Transformation and we brought on a very special guest, Siri Osthed who is currently the VP of New Customer Experience at Weave. She talks about how to start thinking through the transformative approach to CX starting with your goals and understanding what you want to achieve. You want to create strategies of how you’re going to achieve your goals and maps, and then move on to the technology next.

Where to start in thinking through this transformative approach 3:33
What causes companies to miss the first step 5:05
Onboarding 1,000 customers 7:07
Getting to where you can have the meaningful conversation 9:39
Requirements 14:28
People 17:57

“You have to think about it from the outside in. How is the customer engaging with the people involved in those different departments as well? So you don’t only have the inside process of how you engage with the customer, but you gotta think about how does the customer engages with you? And there you have marketing like emails. What emails do they get from what team, at what point, with what message? Does it all align? 8:55

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