Execution for Customer Experience with Rick Denton

On this episode of Experience by Design, we welcome Rick Denton from EX4CX. Rick has been working with companies to improve their customer experience strategy. Along the way, he has learned not only what to do, but what not to do as well. For instance, companies swing between extremes too often. They lean too much on technology as a solution. They mismeasure what success means. And ultimately, they do not value the role of people enough. We explore how to execute a better CX strategy, how to focus on people and not process, and how to bring better experiences as a result.