Elevating business impact: the magic of CX Leadership and design-centric approaches
This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.
Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results.
The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.
The article for design thinking and Airbnb.
Timestamped overview
00:11 Excited for customer experience friend from Hungary.
05:49 Passionate person with goal of educating others.
09:12 Both disciplines rely on each other.
11:17 Design is a mindset, focusing on functionality.
16:13 Obstacles are opportunities, innovate by problem framing.
19:33 Good idea, collaboration, prioritization, changed strategy.
23:56 Consider everyone, their concerns, build trust.
27:43 Experiment, pilot, start small, clear impact, educate, trust.
29:55 Hire expert for true success in CX.
35:55 ChatGPT: Design thinking saves time.
39:31 Design Thinking helps with audience interaction, LinkedIn available.
*****
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results.
