In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.

About the Guest

During her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.

She has expertise in developing effective strategies and action plans and implementing performance indicators.

As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.

Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.

Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.

Relevant Links

ExpertCX

https://www.linkedin.com/in/julietanolawson

The Top 3 Key Learnings

Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.

Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.

Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.

Chapters

00:00 Game Start

01:01 Guest Introduction: Julie Tano-Lawson

02:31 Overview of Current CX Landscape

05:35 Differences in CX Maturity Between English and French-speaking Regions

08:20 Importance of Linking CX Strategy to Business Strategy

11:22 Julie's Approach to Education and Training

14:38 Governance and Trust in CX

17:31 Cultural Challenges in Implementing CX

19:48 Memorable Customer Experience Examples

22:04 Future of CX and AI

23:09 Contact Information and Final Thoughts

24:26 Closing Remarks

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