Conversations That Matter, a podcast from Uniphore · 2023-09-13 · 45 min
Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight ! Suzanne joins guest host Kim West for a deep dive into better understanding your customer’s journey. Suzanne shares the most effective ways to innovate and gather feedback, the importance of assessing internal resistance to new initiatives, and why your metrics should revolve around the customer, not the channel. Takeaways: When it comes to better understanding your customer, a survey just doesn’t cut it. The best way to understand your customer is to get as close to the front line as possible, and try to experience what your customer experiences in the way they experience it.. When stakeholders resist internal changes, it’s usually unwillingness, or inability. If push back is because they are unwilling to change, you need to help bring them along on the journey. If it’s because of inability, you need to help enable them to adapt to the change.
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