The CX Live! Episode 3: Customer Experience w/ Leon Papkoff

In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters.Episode Highlights: Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach. Customer journey mapping needs to incorporate core objectives, points of success, and desired outcomes.Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment. Personas are the key building blocks for mapping to the right audience. Incorporating technology into your program should be balanced with the experience itself.Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.Guest Thought Leader: Leon PapkoffChief Strategist, The CXApp As Founder and Chief Strategist for the CXApp, I bring over 20 years of experience working with Fortune 500 companies to build programs that deliver personalized, interactive experiences to improve business operations. I believe in developing strategic initiatives for a future rooted in mobile-first experiences that connect people with each other as well as physical spaces and things (IoT) within their day to day environments.