Show notes
The culture of a business is one of the factors that heavily influence its success. And concepts related to customer experience can be utilized to improve the culture of an organization. Our guest today is a business leader who possesses a wealth of knowledge and experience on the role CX plays in developing the culture of an organization. Becky Getz, Head of Customer Experience, Operations at Amazon Web Services (AWS), joins us today to share her wisdom on what CX really means, how CX connects with employee experience, and how CX can contribute to culture change. [01:22] Becky's Story – Becky reflects on her career journey of working for quite a few well-known brands and how that experience prepared her for the current role.[06:12] What CX Means – Becky shares what customer experience means to her and how she approaches CX in her role at AWS.[08:17] Employee Experience – Why customer experience and employee experience is very similar and why companies should care about employee experience as much as they care about customer experience.[12:00] CX and Culture – Becky shares her perspective on the role customer experience teams can play in shaping the culture of an organization.[] Design Thinking – How organizations can utilize design thinking to create an environment of shared thinking and collaboration between teams and people that are typically siloed.[20:05] From Banking to Cloud Infrastructure – Becky shares with us some of the learnings from her process of shifting to an entirely different industry.[23:15] Future of CX – Becky shares her perspective on how the CX arena may evolve in the next few years.Resources:Connect with BeckyLinkedIn: linkedin.com/in/beckygetzcreativeleader
