Do you truly know and understand your role? Are your priorities aligned with your strategy? Are you investing in the right solutions and technology? Think again!
In this session summary from his presentation at the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, Lee Kemp recalibrates what really matters to ensure precision CX and outlines how you, your company and your customers can succeed!
ACTION ITEMS
- Rethink your priorities and the role you play in your business.
- Identify gaps and roadblocks that will hinder success.
- Empower your organization to focus on the basics to win.
KEY INSIGHTS
- We often don’t close the loop with customers.
- We try to find ways to be creative with AI, but usually without a plan.
- How are you using AI? Incorporate technology and be innovative.
- Many are just trying to keep up with 10 years ago.
IDEAS AND STRATEGIES
Encapsulating the job of a leader in three words:
- Growth: This is the job of the leader. If the project doesn’t yield growth, you are losing credibility, and possibly your job.
- Customer: Who is your customer? Ask: What do your customers actually want and need from your company?
- It may be different from what you’ve been focusing on
- Do they want a new website? A new version of AI chatbot?
- Have you talked to customers? Schedule a meeting or a series of calls. Maybe the focus needs to change.
- Gap: Identify gaps in performance to your customers and overcome them.
- You have to understand where real gaps are (e.g., building new systems, but not taking customers with you through the process)
ACTION ITEMS
There are different ways to use AI, here are a few guidelines:
- Block out noise as you figure out how to grow with maximum impact.
- Customer service/experience is simple: Listen and act.
- Gather actionable data and act on it.
- Leadership is hard. Think about growth, customer, and gaps.
- Kemp set a personal goal of spending 70-% of his time working with his team.
FINAL THOUGHTS
Think about your priorities…what discussions have you had this week? What kind of leader do you need to be to solve key challenges?
A people-focused and results-driven leader in Customer Experience (CX), Operations and Supply Chain, with over 20 years of leadership experience. Lee Kemp has developed and led successful, award winning global CX programs and strategies for Fortune 500 companies, leveraging a passion for people, practicality, data science and innovation to drive truly best-in-class performance and customer experiences. A US Army officer combat Veteran, Lee is driven by the desire to make a meaningful impact through purposeful leadership and transformative ideas.
