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the comeback of a more personalized approach in CX, that is. It’s no secret- or
at least it shouldn’t be- that this is becoming more and more essential in the
space. And, in my maiden voyage as Host on the podcast (first one truly sans
training wheels), I was personally (had to) VERY grateful to have on board with
me a practices-what-she-preaches expert on the subject. Murphy Fraser is the Client
Success Manager at Skillshare for Teams,
an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12
Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on
this week’s ‘The Sweets of CX’.
off, why IS personalization so important? And why did it drop down on the collective
list of priorities to begin with? – In our discussion, Murphy shares some
fantastic thoughts on the matter- as well as some tips on how we can go about
actually operationalizing personalization, the best ways to promote alignment
around a personalized CX approach (hint: It has a lot to do with that whole
EX/CX connection we’ve discussed before), as well as the value of
personalization to CX (and the host of things that phrase umbrellas).
when’s the time to start incorporating this personalized approach? Now! As
Murphy puts it, “We’re all part of that much bigger ecosystem of CX work…We all
start small. It’s important to embed the things that you care about in the
beginning- to have a leader who’s really focused and able to see ‘How do we
make this bigger?’ That is true for an Employee Experience approach. That’s
true for a Customer Experience approach…The value of personalization- the
importance of a comprehensive and disciplined CX Strategy- to a certain degree
has to start in the beginning.”
not to worry- if your CX approach isn’t as personalized as you’d like, you can
start today to make those changes that will ultimately yield big results.
of course I had to ask: which company has wowed our Expert with their
exceptional CX? That honor is held by Delta– a brand
that has earned Murphy’s loyalty in many ways, including a recent ‘human’
experience involving a plane full of tired passengers and a ukulele. Interest
piqued? Take a listen.
can find this interview, and many more, by subscribing to ‘The Sweets of CX’
Podcast on iTunes. If you don’t use iTunes, you
can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
A child of the Midwest
startup space, Murphy is a curious and creative leader whose passion is people,
pure and simple. As a former Contact Center Supervisor for a food tech company
and currently as the Client Success Manager at Skillshare for Teams, she enjoys
helping young companies move from customer-curious to customer-centric through
process building, engagement strategy development, and experience design. A
true advocate for all things customer and employee, Murphy is a believer that
when we keep our business interactions human, everyone wins.