In this episode we convinced Kathryn Rutkowski to tell us what it’s like to do effective Customer Experience Strategy and she doesn’t hold back.
We particularly wanted to know if CX was just a fluffy buzzword or if it had lucrative commercial value.
Kathryn works for one of Australia’s largest tech companies, but prior to this her career has been squarely rooted in the IT and finance sector where she was exposed to the very best and worst of customer experience.
This was the perfect opportunity to discover all the do’s and don’t, the in’s and out’s of customer experience strategy from someone who has been on the front line.
You won’t be disappointed. In this interview she eloquently mixes top level strategic thinking rooted in professional methodology before drilling down into simple, tactical approaches which you could implement immediately after listening to this interview.
She generously shares some of her tactical playbook with us and has some great stories and anecdotes along the way.
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 people who genuinely want to improve their customer experiences.
Or just search for ‘Champagne Strategy’ on your favourite podcasting app and go to episode 5.
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