S1 | 81: Strategies for making cx your growth engine

You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success?

Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences.

My favorite quote from Eric? “If you’re not using CX as your growth engine, what are you doing???”

Some of the key lessons for this episode of The Delighted Customers Podcast (link in comments below):

  1. ‘CX and Profit’: Good customer experience merges business benefits with customer satisfaction.
  2. ‘Interaction ROI’: Show return on investment in CX by linking experience improvements to CX Suite imperatives such as enhancing acquisition, retention, customer lifetime value, and lowering service costs.
  3. ‘Digital Impact’: Enhance digital CX to increase conversion rates and decrease abandonment, demonstrating clear benefits. 4.
  4. ‘Relationship Building’: Build strong relationships by learning about colleagues’ business areas and contributing to shared goals.

And lots more gems.

About Eric Smuda

Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth. The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Duke Energy, Humana, Mattress Firm, Enterprise, and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, TX.


Eric Smuda, Chief Experience Officer, Likewize