In this episode we convinced Kathryn Rutkowski to tell us like it is when it comes to effective Customer Experience Strategy.
We particularly wanted to know if the term was just a fluffy buzzword or if it had lucrative commercial value.
Kathryn now works for one of Australia’s largest tech companies, Atlassian, the company that owns Trello, and created popular SaaS tools, JIRA and Confluence. But her career before that was squarely in the IT and finance sector where she was exposed to the very best and worst of the customer experience.
So this was the perfect opportunity to discover the in’s and out’s of customer experience strategy.
You won’t be disappointed. In this interview she doesn’t hold back, mixing top level strategic thinking rooted in professional methodology, with simple, tactical approaches that you could implement immediately. She generously shares some of her battle proven tactical playbook without getting us lost in the weeds. Anyone working toward the goal of truly improving the customer experience, needs to listen to what she has to say.
There are so many juicy nuggets of wisdom, tips, tricks, books to read and methods to follow.
A must listen for all working professionals and entrepreneurs.
CX/UX diagram: https://pin.it/38ZvPmC and CX vs UX vs UI https://www.slideshare.net/PrachiBhruguwar/a-3-point-perspective-about-cx-ux-and-dx-ecosystem-92794159
Jeanne Bliss: “Earn the right to growth” https://www.amazon.com.au/gp/aw/d/1119047609/ref=tmm_hrd_title_0?ie=UTF8&qid=&sr=
Mark Manson: https://markmanson.net
Ryan Holiday’s books: The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living https://www.amazon.com.au/dp/1781257655/ref=cm_sw_r_cp_api_i_mF25EbD8S7V5M
Jeanne Bliss ‘Right to Growth’ https://www.customerbliss.com/earn-customer-desire-and-the-right-to-grow/
The seven questions of a simple CX business case (Kathryn’s Process)
If yes, the business should invest in fixing the problem.
Antonio Damasio’s Peak End Rule https://medium.com/better-marketing/how-emotions-influence-our-decision-making-process-e72b08b77c7a
Kathryn’s Consulting Business coming soon and upcoming PMI podcast https://www.pmi.org/learning/training-development/projectified-podcast
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This episode was edited and produced by:
John James and Tim Beanland
Sonic Branding by Connor Armstrong