In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation.

Isolationist thinking is, of course, not limited to science. It happens in business rather often. We even borrowed a term from agriculture to describe it – siloed thinking. Of course, silos are for storing food, not thoughts. So we need to break down these “thought silos” so we can be aligned in our mission, vision, and values. Lynn Hunsaker is on a mission to get leaders to manage across all 5 CXM silos so that people across the company are aligned and she joins today to make the connections between them clear.

We discuss:
• Forrester’s CX Index and the recent results
• How CX Indexes are scored and what they measure
• The role of expectations in CX
• Saying “No” to non-ideal customers
• Aligning strategies with expectations for long-term success

Connect with Lynn on LinkedIn – https://www.linkedin.com/in/lynnhunsaker/

ClearAction – https://ClearAction.com

CX ROI Handbook – https://customerthink.com/cx-roi-handbook-connecting-customer-experience-and-employee-experience-roi/

Connections with James Burke - https://youtube.com/playlist?list=PLf02uWXhaGRng_YzH-Ser_VEV4lGSLX_1&si=WM2koteyBS90i9WU

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

Ver todos los episodios