The CX Factor: Creating Standout Customer Experience
Customers judge your company on more than just the product you sell. They’re evaluating every interaction, from start to finish: Was the website easy to navigate? Were the employees friendly and helpful? Did their order come quickly (and in one piece)? They want convenience, consistency and connection.
All that adds up to a customer experience, or CX, as it’s known; and those two little letters have the power to make or break your company. The benefits of good customer experience are huge. Satisfied customers are more loyal and will pay a premium. But the drawbacks of bad CX are even greater: almost three-quarters of customers would switch to a competitor after just two bad experiences. So how do you create a genuinely great customer experience?
That question is at the center of everything that Daniel Herrmann works on. Daniel is the vice president of product strategy and customer insights at NCR. It’s his job to make NCR work better for its customers. And to him, CX is more than a strategy; it’s a mindset that infuses every aspect of your business. Together we’ll explore the building blocks of exceptional CX: how you measure, design and implement CX. Plus, why he thinks CX creates more efficient, innovative and aligned companies.
So, join us, as we pay our respects to CX and walk a mile in Daniel's shoes. Because the customer journey of a thousand miles begins with a single step.
Read the full show transcript.
Listen and subscribe on your favorite podcast player:
Meet the Host
Patrick Pacheco, Executive Vice President, President of Cadence Asset Management & Trust, has more than 25 years’ experience in wealth management, in addition to the designing and implementation of tax and related planning strategies.
Pacheco’s background includes years of legal practice and multiple degrees, including an LLM* Taxation from University of Houston, a JD from Southern Methodist University, and both an MBA and BS in Economics from University of Texas at Arlington.
He is also board certified in Estate Planning and Probate law by the Texas Board of Legal Specialization.
Meet the Speaker
Daniel Herrmann, VP of Product Strategy & Customer Insights
Daniel Herrmann is an experienced executive who helps B2B companies unlock organic growth by designing and implementing better sales, marketing, pricing, and innovation strategies. He has deep experience leading organizations to develop a customer-centric perspective and using analytics to identify opportunity areas in which they can drive transformational growth.
He is a leader in the Commercial Strategy & Operations organization at NCR, where he has helped the company develop a new product strategy framework and approach, redesigned its customer experience program, and launched a new insights center of excellence to drive a holistic culture change as part of a widescale company transformation. Prior to that, he spent time at Monitor Deloitte as a strategy consultant, and he has worked in strategy and analytics roles at Dell Technologies, Capital One Financial Corporation, and Nathan Associates. He also serves as an executive advisor for multiple start-up’s, which has given him deep appreciation for and experience solving the challenges faced by companies at all stages of their development.
He holds a BA in Economics from the University of Virginia, and an MBA from the Fuqua School of Business at Duke University.
This podcast is provided as a free service to you and is for general informational purposes only. Cadence Bank and its affiliates make no representations or warranties as to the accuracy, completeness, or timeliness of the content in the podcast. The podcast is not intended to provide legal, accounting or tax advice and should not be relied upon for such purposes.
To the extent that this podcast includes predictions about the economy, these predictions are subject to a number of variables and you should confer with your legal, accounting and tax advisors for their input regarding the possible outcomes of any economic subject matter discussed herein. Predictions are forward-looking statements that reflect current views with respect to, among other things, future events. Forward-looking statements are not historical facts, and are based on current expectations, estimates and projections, many of which, by their nature, are inherently uncertain and beyond the control of any person or entity. Accordingly, please be aware that any such forward-looking statements are not guarantees and are subject to risks, assumptions and uncertainties that are difficult to predict.
The views and opinions expressed by the host and guests in this podcast are solely their own current opinions regarding the subject matter discussed in the podcast and are based on their own perspectives. Such views, perspectives and opinions do not reflect those of Cadence Bank or any of its affiliates, or the companies with which any guest is, or may be, affiliated. The production and presentation of this podcast by Cadence Bank does not imply the expression of any opinion on the part of Cadence Bank or any of its affiliates.