Rich is a human-centered designer who has a passionate belief that great customer experiences are predicated on great people experiences. He has over 20 years of experience in HR, customer service, and human-centered design in the banking and telco industries. Rich currently is the head of client and people experiences at LegalVision, Australia’s fastest-growing law firm.
Subscribe to the Predictable B2B Podcast
Apple Podcasts | Sticher | Pocket Casts | TuneIn
What you’ll discover in this episode:
- How to address the key challenges most businesses face in improving their customer experience:
- How to change mindsets within the company.
- Why great employee experiences are critical to great customer experiences and how to really understand the customer experience.
- How to improve the employee experience within the business so it positively improves customer experience.
- What metrics a business should focus on to radically improve customer experience.
- What is the driving force behind the push to improve customer experience (CX) and people experience (PX) at LegalVision
- Is improving customer experience and people experience just a long term play or can you get quick wins
- How to elicit the real emotions of what people are feeling as you conduct contextual research
- What journey mapping looks like and how it helps with improving customer experience
- How frequently you should conduct journey mapping
- How to measure employee engagement experiences
- What metrics to use to measure customer experience
- How the correlation between CX and PX impacts predictable business success and buyer enablement
- How often you need to measure customer engagement scores
- How often you need to measure employee engagement
Related links and resources
- Connect with Rich via LinkedIn
- LegalVision
- Culture Amp
Founder at Sproutworth
Vinay Koshy is the Founder at Sproutworth who helps businesses expand their influence and sales through empathetic content that converts.
Latest posts by Vinay Koshy (see all)
- 9 Top Customer Service Best Practices That Drive Growth via Business Collections - September 21, 2021
- How to Conduct Customer Research That Drives Growth via New Insights - September 20, 2021
- How to Use Case Studies for Sales and Actually Boost Business Growth - September 14, 2021
[…] How to radically improve customer service for business growth featuring Rich […]