In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters.

Episode Highlights: 

• Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach. 
• Customer journey mapping needs to incorporate core objectives, points of success, and desired outcomes.
• Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment. 
• Personas are the key building blocks for mapping to the right audience. 
• Incorporating technology into your program should be balanced with the experience itself.
• Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.

Guest Thought Leader:

Leon Papkoff
Chief Strategist, The CXApp

As Founder and Chief Strategist for the CXApp, I bring over 20 years of experience working with Fortune 500 companies to build programs that deliver personalized, interactive experiences to improve business operations. I believe in developing strategic initiatives for a future rooted in mobile-first experiences that connect people with each other as well as physical spaces and things (IoT) within their day to day environments.