))
Connections featuring Lynn Hunsaker
Manage episode 428539797 series 3284712
Content provided by Rob Dwyer. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Rob Dwyer or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation.
Isolationist thinking is, of course, not limited to science. It happens in business rather often. We even borrowed a term from agriculture to describe it – siloed thinking. Of course, silos are for storing food, not thoughts. So we need to break down these “thought silos” so we can be aligned in our mission, vision, and values. Lynn Hunsaker is on a mission to get leaders to manage across all 5 CXM silos so that people across the company are aligned and she joins today to make the connections between them clear.
We discuss: • Forrester’s CX Index and the recent results • How CX Indexes are scored and what they measure • The role of expectations in CX • Saying “No” to non-ideal customers • Aligning strategies with expectations for long-term success
Connect with Lynn on LinkedIn – https://www.linkedin.com/in/lynnhunsaker/
ClearAction – https://ClearAction.com
CX ROI Handbook – https://customerthink.com/cx-roi-handbook-connecting-customer-experience-and-employee-experience-roi/
Connections with James Burke - https://youtube.com/playlist?list=PLf02uWXhaGRng_YzH-Ser_VEV4lGSLX_1&si=WM2koteyBS90i9WU
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
155 episodes
Share
