The CX Goalkeeper had a smart discussion with James Perryman
James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.
James is the founder and director of Momentus
Key learnings:
- It is all about the “moment” to make the customer fall in love with a company and stay in love with a company
- There are 2 ways to understand CX maturity assessments
- based on a KPIs selection in the customer journey (e.g., CSAT, NPS)
-
assessing the maturity internally and externally based on 6 key areas
1) Vision,
2) Leadership (Behavior),
3) Customer (VoC)
4) Culture
5) Design methodology
6) Governance.
How to contact James :
James’ gold nugget: “Think bigger when are setting goals”
Thank you James.
