[Greatest Hits] Combining Process Improvement and Customer Experience: A Conversation with Rick Denton of EX4CX - Getting to Aha! with Darshan Mehta

Topics in this episode

Digital transformation AI in customer experience Experience design Customer experience technology VOC analytics

Episode notes

In this Greatest Hits episode of Getting to Aha!, Darshan Mehta is joined by Rick Denton, Managing Principal at EX4CX. Join them as they discuss how businesses can improve customer experience by leveraging feedback and data, the importance of combining process improvement with a customer-centric approach, and the alignment of customer experience (CX) efforts with business objectives. Rick Denton is the Managing Principal at EX4CX, a company that specializes in CX and VOC voice of the customer programs. He has extensive experience in CX and VOC, with over two decades of experience in the field. Before working at EX4CX, Rick served in leadership roles with Bose, Capital One, and several other industry champions. He also hosts a podcast called CX Passport, where he discusses customer experience and related topics. KEY TAKEAWAYS Rick discusses the importance of balancing process efficiency and customer experience. He explains that focusing solely on internal efficiency can lead to a poor customer experience, while prioritizing customer experience without considering operational efficiency can be unsustainable.