experience management

Aloha!!! Our Season 3 premier features none other than one of the most interesting men in the world, Marvin Philip. In this episode, Marv discusses his upbringing as a young Tongan raised in the Bay Area of Northern California, and the fortunate path that has led him through life and into his current entrepreneurial role as Founder & CEO of Spilled Milk Ice Cream & Cereal Bar. 

Rob Markey is the co-creator of the now-ubiquitous Net Promoter System—borrowing from Churchill, he refers to it as “the worst customer loyalty metric, except for all the others that have been tried.” But because of his accountability to clients and colleagues, Rob has higher expectations than many: Through 30+ years at Bain he’s passionately championed the sometimes-unfulfilled mission behind the system—to put the customer at the center of business decisions and operations, at scale.

In his conversation with Jesse, you'll hear about how Rob found his way to consulting; what he thinks makes him an effective client advisor and leader; how he helps senior executives find their voices and have those voices heard; how he gets leadership teams to make and stick to tough decisions; the structural barriers that keep companies from achieving true customer centricity; and the innovations in technology and operating models that are helping bring down those barriers. Along the way, he tells the “in the room where it happened” origin story of NPS, and presents his hypothesis on why NPS has had such staying power over the past two decades. 

(2:31) Rob’s first impressions of consulting, and the circumstances and realizations that brought him into the field

(6:48) Rob describes his strengths and his approach to helping executives embrace customer centricity

(10:28) How staying focused on a larger mission has guided his long tenure at Bain

(14:15) The barriers to being customer-focused at scale, and how to overcome them 

(20:20) Co-creating NPS, the “acid test of loyalty” 

(23:50) What really makes someone a promoter, passive, or detractor?

(29:24) Why NPS is still at the center of CX efforts today

(35:42) Lightning Round: most memorable marathon and a brand that’s delighted him without fail

Guest Bio

Rob Markey is a Senior Partner at Bain & Company, where he has helped lead dozens of successful customer-centric transformations at large global companies over 30+ years at the firm. Rob leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, Telstra, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. 

Additionally, Rob is the creator of Bain’s approach to customer-centricity, the co-inventor of the Net Promoter System, and co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, a New York Times and Wall Street Journal bestseller.  

Helpful Links

The Ultimate Question 2.0 

Rob’s Net Promoter System Podcast

Rob writes for HBR: Are You Undervaluing Your Customers? 

Qualtrics Blog: Your Ultimate Guide to Net Promoter Score

Rob on LinkedIn and Twitter

This episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility.

Quotes

*”What we realized is this year, and probably even going farther out into the future, the organizations that succeed are those that can do that faster, learn faster, propagate insights faster, adapt faster. And so that's why we called it the year of agility. And we've been helping the organizations and the people that follow us try and think about how they can build agility into everything that they do.”

*”Move away from an obsession of focusing on trending. A lot of the work happens in experience management and customer experience is around trending. How are you doing over the last year? And moving into an obsession with sensing. So what are you doing to listen and understand and sense those changes? That was a big shift.”

*”If you step back and go, ‘Our customers are going to be asking for things differently. We're going to have different segments of customers and we're going to have employees who have a different view of work.’ In that environment, it's ripe for disrupting through a really good experience design. So these are the moments when you want to step back and say, ‘Okay, we might have been successful. We might still be successful in this moment. But there's enough changing that we can take advantage of that change by doing something substantially different and new.’ And those are a couple of the practices I think come into play during the year of agility.”

*If we look at the business school, people trained in finance and people trained in making sure we hit our numbers, they're trained to be defensive. Like, demand shifts, so what do we do? We cut back our costs to reflect it. But this is a moment where offensive moves can be equally and maybe even more profoundly valuable.

*”I want leaders to spend less time asking about numbers and measurements. I don't care if you have a dashboard. I don't care if someone's coming to present numbers. I want you to ask two questions: What are you learning? And what changes are you making based on what you learned?” 

*”Even when we're talking about technology in this space, ultimately we're doing it in the service of people. We can talk about data, we can talk about insights, we can talk about design. At the end of the day, what we're trying to do is to create experiences for human beings that helps them achieve the thing that they want to achieve. And hopefully do it in a way that satisfies the goals of an organization. And so if we're not ultimately thinking about what it's doing to each and every human being there, then I think we're missing the point.”

*”How do we center ourselves so that we can be the best of who we are even in an environment of change? I think there's the organization stuff that's really important. But, you know, maybe even more important is how we think about ourselves as professionals and how we think of ourselves as human beings, and how we deal in that world of chaos that we're in.”

Time Stamps

*[0:09] The Case of Tackling the Year of Agility

*[0:31] Introducing Bruce Temkin, Head of the Qualtrics XM Institute

*[8:34] Evidence #1: Needs other ways to listen to customers

*[15:03] Evidence #2: Wants to shift internal culture, but worries about change management

*[24:34] Evidence #3: Doesn’t know how to adjust to change personally

*[30:32] Debrief

*[31:43] HGS Pub

Bio

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.

Thank you to our friends

This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.

Links:

Connect with Bruce on LinkedIn

Follow Bruce on Twitter

Connect with Lyssa on LinkedIn

Check out HGS

From practicing, teaching and leading at The Cleveland Clinic to her new tenure as the Chief Medical Officer at Qualtrics, Dr. Adrienne Boissy has been one of the healthcare industry’s greatest champions for imbuing empathy into the patient experience. 

In her talk with guest host Susan Haufe, she describes her journey as a builder: from navigating a childhood that often felt unsteady and unsafe, to becoming a neurologist, to finding her ultimate calling as an experience-minded executive working to transform healthcare. Throughout the episode she shares profound ideas about how to give yourself grace and overcome obstacles. And she leaves us with a look at the future of the healthcare industry, offering poignant ideas about how we can leverage technology to make the patient experience more humane and compassionate.

(05:07) Adrienne at 12: Who’s the person we would’ve met?

(08:28) Her healthcare journey, from researcher to chief experience officer

(14:53) How to take a ‘Failure Bow’ and move on

(19:01) Why everyone should think more about how they spend their time

(23:13) On the importance of gratitude

(32:14) Using technology to facilitate human connection and empathy in healthcare

(34:33) Post-interview conversation with Jesse and guest host Susan Haufe

Guest Bio

Dr. Adrienne Boissy

Adrienne Boissy, MD, MA, is the Chief Medical Officer at Qualtrics, where she shapes the strategic direction of patient and employee experience in the healthcare industry, including technology design, research, consulting and innovation in experience management. She is the former Chief Experience Officer of the Cleveland Clinic Health System and a current staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. A compelling speaker and thought leader, Dr. Boissy has been featured in The Wall Street Journal, NPR, The Washington Post, Forbes, and The Atlantic, among others. 

Susan Haufe (Guest Host)

With 20 years of experience combining the tools, discipline, expertise, and passion to design and drive a customer-centric culture, Susan Haufe is known for organizational transformation built on brand promise, purpose, and values. She currently serves as the Chief Industry Advisor for Healthcare at Qualtrics. Prior to joining Qualtrics, Susan served as the inaugural Chief Experience Officer for Yale New Haven Health, developing the vision and roadmap to support the execution of critical initiatives, including centralizing patient experience functions across the health system.

Helpful Links

Learn more about Dr. Boissy’s role at Qualtrics

TED appearance: Can Empathy Help Us Heal Healthcare?

A useful exercise: Your Pie Chart of Happiness

Also check out: Our Breakthrough Builders episode with New York-Presbyterian Hospital’s Rick Evans

Dr. Boissy on LinkedIn

During this 40th episode of Breakthrough Builders, host Jesse Purewal reflects on the 39 episodes produced thus far. It’s part year-in-review, part host-tells-all as he sits down with Studio Pod Media’s TJ Bonaventura and the team behind the show for an enlightening conversation about storytelling with empathy, favorite moments with guests, and everything in between (there’s even some hockey talk).   

(0:57) Describing the show’s origins and evolution

(8:45) Jesse identifies four main themes of the show so far w/ episode reflections

(15:14) The importance of empathy: why we all need to be continuously understood, and re-understood

(17:08) Looking ahead to 2022

(17:57) Favorite pods, the Dream Guest, & more: Jesse answers a lightning round of questions from the Breakthrough Builders team

Referenced Episodes 

Building with Purpose: Robert Chatwani

The Spirit of Possibility: Gurdeep Pall

Creating Customer Love: Sheila Vashee

Embarking on Purpose: Lakshmi Shenoy

Authoring Encouragement: Sean Taylor

Discovering Vulnerability: Brad Balukjian

Inclusive Inventor: Jenny Fleiss

Faith in the Future: Rob LoCascio

This episode features an interview with Dr. Catherine Williams, Global Head of IQ at Qualtrics, an experience management software platform. Catherine has extensive background in data science and quantitative analytics. Prior to Qualtrics, Catherine served as Chief Data Scientist and Chief Data and Marketplace Officer at AppNexus and Xandr, which is part of AT&T. Catherine holds a Ph.D. in Mathematics from the University of Washington. She has also held postdoctoral fellowships at Stanford and Columbia Universities. On this episode, Catherine discusses growing a machine learning approach to unstructured data, using data to get to the “why” of customer behavior, and following your local happiness gradient.

Quotes

*”When you think about companies trying to operate, they derive lots of data about what humans are doing, their transactions and touch points with those humans. And that's really valuable information. There's great infrastructure for understanding that and operating on that. I think that's what people often mean when they say data-driven decisions. What are the objective facts of those interactions with the humans in your business? But that's missing a huge component, right? A lot of what drives human behavior is their subjective experience and that doesn't enter into the equation very often.”

*”Companies have measured customer satisfaction or the Net Promoter Score, which is how likely are you to recommend this business or product to a friend or neighbor. And so they try to get some sense of how people are feeling, but that's just the tip of the iceberg. And so what we're doing is just providing tools to derive a lot more information and really understand the why's of your behavior. Not just, your customers did these things, but why did they do those things? How are they feeling about it? How might that affect their loyalty or their future purchasing behavior?”

*“[My] graduate advisor told me to follow my local happiness gradient, which is a very nerdy math way of just saying ‘Follow your passion,’ but somehow framing it in math terms made it feel more authoritative to me. Later in my career, a wise CIO reminded me to always find those things in your day to day that nourish you. I’ll put those two together and make one piece of career advice that has been meaningful for me, is just to find those things that light me up and energize me and, and find that thing, that passion. I do think that finding and following that passion, following that joy actually leads to better career results.”

Time Stamps

*[5:20] Using NLP to derive insights from unstructured data

*[10:37] The importance of testing your own CX

*[11:51] Qualtrics’ journey to becoming data-driven

*[14:18] Promoting data literacy among employees

*[22:54] Understanding the “why” of customer behavior through data

*[27:39] Advice for people entering a career in AI

Links

Connect with Catherine on LinkedIn

Check out Qualtrics

Connect with Rob on LinkedIn

Follow Rob on Twitter

Thanks to our friends

Truth Be Known is brought to you by Talend, a leader in data integration and data integrity, enabling every company to find clarity amidst the chaos. Talend Data Fabric brings together in a single platform all the necessary capabilities that ensure enterprise data is complete, clean, compliant, and readily available to everyone who needs it throughout the organization. Learn more at Talend.com

Ryan Smith is the co-founder and Executive Chairman of Qualtrics, a cloud-based subscription software platform for experience management, which he dropped out of college to launch in 2002 with his father and brother. In 2018, it was announced that Qualtrics would be acquired by SAP for a reported $8 billion, and in 2021, Qualtrics was listed publicly on the Nasdaq.

Along with being a successful tech entrepreneur, Ryan Smith is also the majority owner of the NBA franchise, the Utah Jazz, which he purchased just last year.

We spoke with Ryan all about his upbringing and what his childhood was like, what inspired him to start Qualtrics with his father and the early days of building the business, how he felt when the company was acquired, his thoughts on entrepreneurship, why he decided to buy the Utah Jazz, and much more.

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How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling.

Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-measuring-service-design

Overview

[2:35​] Introduction 

[10:40​] How can emotional impact be measured the best? 

[16:40​] What is a reasonable expectation is for a company in their first year of their journey mapping journey? 

[21:15​] How frequently is it okay to ask customers to take a survey? 

[25:50​] Do you have any tips on what kind of approach one should follow for conducting research in an environment of involuntary consumers? 

[28:00​] How can you best share qualitative data to people with a quantitative background in a way that is compelling for them? 

[30:10​] Would you measure the service design impact on employees in the same way that you would do for customers? 

[31:10​] How do you measure the value of service designer contribution when there are multiple projects with overlapping KPIs running? 

[33:00​] In the pre-service phase what are some practical ways that companies can manage customer expectations? 

[35:10​] Would you say that service design must always have some measurable impact or are there moments when it can be justified by knowing that a redesign is important?

Aloha! In this episode of The HX Podcast, Carl welcomes Author, Macy Lewis, to discuss the miracle that is her life, and how she has accomplished so much while navigating through the world blind. 

Aloha! In this episode of The HX Podcast, Carl welcomes Brandon Butcher, to discuss the ups & downs that he has endured through life. We chat about his relocation across five states, handling family relationships & divorce, his battle with a heroin addiction, and falling off a roof while trying to save a friend - costing him his leg. Brandon's strength, accountability & perseverance is an inspiration & I look forward to sharing his story with you.

This episode is dedicated to our brother, Nathan Lindman, who tragically lost his life earlier this month as a result of gun violence associated with a road rage incident. We love you, Lindman. #ColtPride #CCP

Julie talks about her first career aspiration to become a waitress to pay for college and how the lessons she learned at waiting tables taught her career-defining skills of empathy and creating a positive customer experience. Julie talks about her first job in tech--as a customer service rep--and learning to code so she could resolve user experience problems at the source and the product impact she had in that role. Julie the female mentors who helped her define herself as a woman in tech. Julie shares her career path from customer service at Aldus to managing UX for Office and running XBox at Microsoft and her eventual Chief Experience Officer roles at Microsoft and Qualtrics.

Julie shares her insights on how team culture and employee experience impact the user experience and how she works to develop the right kind of culture. She shares her perspective on working toward great outcomes in the face of distrust and how to build high-performing product and customer teams.

How do you build a team culture which creates world-class products? How do you overcome organizational and engineering barriers to create an incredible product experience? How do you look at the end-to-end user experience and build products that compete based on a powerful, productive user experience? Julie shares her stories and experiences about how to build a creative culture centered around the user’s experience.

Guest Bio:

Julie is passionate about building technology that gets out of the way so users can focus on what matters most. Her mantra is “People first, technology second.” As a leader, she believes her door should always ber open to listen and embrace everyone’s individual personality, perspective, style, and abilities--making teams stronger and more creative. Julie believes great ideas can come from anyone and anywhere.

She has over 30 years of customer and product management experience. Her career focus has been re-imagining platforms for intelligent work. She has lead product management for SharePoint, the Microsoft Office Suite, Windows, and XBox. She oversaw the successful launch of Windows 7 and Office 365. She currently serves as the Chief Experience Officer for Qualtrics.

Linkedin
Twitter: @Julie_LGreen

Building Blocks:
Put yourself into the role of the Customer Experience Officer for any organization you're a part of. It can be your company, your neighborhood association, your church group, your school board, anything. Pick one organization you're a part of - and you're the CXO.

Identify two specific experiences you would Build.

#1, As the new CXO, what's the biggest “experience gap” you have to close? What's that part of the experience of the product your company sells, or the service your group provides, or the culture of the organization you're a part of, that just needs to be improved? And what specific steps, what specific actions, would you take, to improve it?

#2, What's an experience your organization doesn’t provide today that could be an incredible Breakthrough? Where you're missing a huge opportunity to do something great for customers, for employees, or an even broader group of people? And what specific steps would it take to pull that off?

I think you'll find if you work on this Building Block, you'll get to some really pragmatic and doable things. Stuff you and the people around you can go pull off. And do YOUR part to make the world just a little bit of a better place by serving up THAT much better of an experience to people.

If you’d like to share, get it out there on social with the Hashtag #BreakthroughBuilders. Or, if you’d prefer to not share it publicly, go ahead and email it to me at producer@breakthrough-builders.com. I’d love hearing from you and learning from what you built.

Helpful Links:

Harvard Business Review on Why Every Company Needs a Chief Experience Officer
Forbes reporting on the Chief Experience Officer role
 

Qualtrics thought leadership on the state of the Chief Experience Officer in high tech here.

FastCompany’s coverage of the reaction to Julie’s promotion to Head of XBox here
The Atlantic’s perspective on Julie’s promotion at Microsoft here
Fortune’s reporting on Julie’s move from Microsoft to Qualtrics here
 

Christine Thach’s TED Talk on how businesses can learn how to build culture from refugee communities
A deep dive into Tech Company Culture on Medium here
Qualtrics’s The Global State of XM 2020
Julie at the Dublin Tech Summit
Wired Magazine spread on Julie Larson-Green as the new head of XBox

Aloha! In this episode of The HX Podcast, Carl welcomes Salt Lake City Fire Captain, Adam Archuleta, to discuss family, growing up, moving around, lessons learned & life as a firefighter.

Aloha! In this episode of The HX Podcast, Carl welcomes BYU Basketball Legend, Mekeli Wesley, to discuss the importance of family, overcoming adversity, BYU's Honor Code, travelling the world, and of course, BYU Basketball!

We live in an experience economy, where experience channels abound in business. Whether customer, user, patient, employee, or something else, we are facing expanded opportunities to create and design experiences. Given this emergent reality, why are not more colleges and universities developing programs in experience design?

To explore this question, Neil Lundberg and Mat Duerden visit the Experience by Design studios to talk about how their program in Experience Design and Management started at the Marriott School of Management, located at Brigham Young University.

We discuss the origins of the program in transformative leisure experiences, and how whitewater rafting trips helped to establish a foundation in experience design. We also examine what kinds of content should be part of a program in experience design, and what skills and perspectives do students absolutely need to know. Finally, we look toward future growth of experience design programs, and the need expressed by employers to hire graduates of these programs.

Aloha! In this episode of The HX Podcast, Carl welcomes Thayne Sohm, to discuss our love of family, being a #GirlDad, BYU Football & his work in the health and wellness space - both personally with his CrossFit routine and at work with his company, Ventris. We also talk about being recently diagnosed with Multiple Sclerosis and the journey which lies ahead.

Aloha! In this episode of The HX Podcast, Carl welcomes Film Director & Editor, Isaac Halasima, to discuss growing up with a love for competitive dance, the influence of friends & family, his path into creating videos & movies, how it felt to direct an MTV/VMA nominated music video for Imagine Dragons & release his first full-length motion picture, "The Last Descent", as well as some discussion on his latest project, "Waterman", which tells the story of the incredible Hawaiian legend, Duke Kahanamoku.

Aloha! In this episode of The HX Podcast, Carl welcomes MOD HR's Founder & CEO, Sidney Bruce, to discuss being raised as a bi-racial woman in Salt Lake City, Utah, thoughts on the importance of diversity & the impact that both the recent George Floyd incident & #BlackLivesMatter movements have had on her.

Aloha! In the season two introductory episode of The HX Podcast, Carl welcomes Rock 106.7 Morning Show Host & Media Personality, Patrick Essex (aka DB), to discuss their relationship, the challenges that come with growing up, his love for the world of radio & his journey into the world of sobriety.

To listen to DB on Utah’s Rock 106.7 - adjust your FM dial or add them to your rotation through the iHeart Radio app!

This episode is dedicated to Patrick’s younger brother, Philip Essex. We love you & miss your laughter, #KingCobra.

If you’re thinking about suicide, are worried about a friend or loved one, or would like emotional support, please talk to someone now. The National Suicide Prevention Lifeline is available 24/7 across the United States at 1-800-799-TALK (4889).

Music from https://filmmusic.io

"Wallpaper" by Kevin MacLeod (https://incompetech.com)

License: CC BY (http://creativecommons.org/licenses/by/4.0/)

https://incompetech.filmmusic.io/genres/genre/contemporary/