Episode notes
Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.
My learnings:
Focus on customers’ needs and try to build everything around them (also leveraging available data).
Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don’t go back to the customers and leverage the available insights again to keep the focus on the customers’ needs.
Often at project table, CX is not enough represented
Strategy and vision guide the company. Start with the right setup and mindset and keep an eye on what is happening outside a company too.
Consumer’s education is really importa ...