#29 All about the newest book for Advanced CX Leaders ‘Expierence Rules’ with Diane Magers

In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations. One particularly insightful quote from Diane highlighted the need for organizations to prepare for future trends, especially regarding AI, machine learning, and new technologies. She emphasized the importance of internal innovation and disruption, pointing out the need for organizations to redesign their operations and work collaboratively to deliver a seamless customer experience. Throughout our conversation, we covered a range of topics, including the evolving role of CX leadership, the potential pitfalls of over-reliance on technology, and practical strategies for operationalizing customer experience within an organization. We emphasized the importance of cultural alignment, understanding design, and connecting customer value to organizational goals, offering invaluable insights for CX leaders and organizational leaders aiming to integrate customer experience practices into their work. Tune in to gain practical insights and actionable strategies to elevate your organization's customer experience game. Don't miss out on this invaluable knowledge. Connect with Diane and start your CX transformation today!" About Diane Magers (visit her LinkedIn profile here) With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She’s also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field. Her passion is to facilitate and coach CX leaders on how to design and implement CX strategies that drive growth and impact financial benefits. She has worked with various sized organizations across different industries, such as VMware, State Farm, MoneyGram, Freeman, Invisalign, and Equifax, delivering CX solutions that align with their enterprise, customer, and associate needs. Besides that, Diane is also a skilled presenter and trainer in CX. Timestamped overview 00:00 Organizations design experiences to influence behavior & ROI. 04:43 Summary: profession evolving, leaders need embedding experience. 09:49 Simple questions and actions for organizational change. 13:31 Empower teams with knowledge and capabilities. 17:04 Human craving for connection in automated world. 21:10 Embracing new perspectives and practices in CX. 23:38 Perspective shift enables better leadership and innovation. 27:39 Revamp approach to customer and employee value. 29:48 Strategic focus on future state customer perspective. 32:10 Align content, create standards, educate for consistency. 35:22 Shifting focus to digital experience and education. 39:10 Explains concepts and implementation of operating system. 42:46 Schedule time for exploration and build connections. Diane’s recommendations Experience Rules - The Experience Operating System (XOS) and 8 Keys to Enable It, by Michael Hinshaw and Diane Magers Connect with Diane on LinkedIn