#409: Great CX is more than just talking about great CX, with Jon Picoult, Watermark Consulting
The Agile Brand with Greg Kihlstrom
The Agile Brand
5 • 2.7K Ratings
🗓️ 21 August 2023
⏱️ 29 minutes
🧾️ Download transcript
Summary
There is a lot of talk about how important customer experience is in today’s competitive landscape, but getting leaders, employees, and stakeholders all aligned to make it happen is still not a simple task.
Today we’re going to talk about what it takes to create great customer experience. To help me discuss this topic, I’d like to welcome Jon Picoult, Founder of Watermark Consulting and Author of the book Impressed to Obsessed.
RESOURCES
Jon Picoult’s website: www.jonpicoult.com
From Impressed To Obsessed book website: www.impressed2obsessed.com
Watermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi
The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast
Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow
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Transcript
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| 0:00.0 | Welcome to season five of the Agile Brand with Greg Kielström, where we talk with enterprise |
| 0:06.7 | and technology platform leaders about the people, processes, and platforms that make marketing |
| 0:11.7 | and customer experience successful, scalable, and sustainable. |
| 0:16.0 | This is what creates an Agile Brand. |
| 0:17.9 | I'm your host, Greg Kielström, advisor and consultant for Fortune 1000 Marketing and |
| 0:22.5 | CX leaders and teams as principal and chief strategist at GK5A and bestselling author |
| 0:29.2 | keynote speaker, entrepreneur, and Agile Certified Coach. |
| 0:33.6 | The Agile Brand podcast is brought to you by TechSystems, an industry leader in full stack |
| 0:38.0 | technology services, talent services, and real world application. |
| 0:42.8 | For more information, go to tksystems.com. |
| 0:47.4 | To sign up for the Agile Brand newsletter and get the latest insights and articles on |
| 0:51.1 | marketing technology and CX, or to purchase a copy of my latest book, House of the |
| 0:56.0 | Customer, go to GregKielström.com. |
| 0:59.3 | You can also find all my books on Amazon and other retailers. |
| 1:03.0 | Now onto the show. |
| 1:07.7 | There's a lot of talk about how important customer experience is in today's competitive |
| 1:11.8 | landscape, but getting leaders, employees, and stakeholders all aligned to make it happen |
| 1:16.9 | is still not a simple task. |
| 1:19.1 | Today we're going to talk about what it takes to create great customer experience and |
| 1:22.8 | tell me to discuss this topic. |
| 1:24.5 | I'd like to welcome John Pico, founder of Watermark Consulting, and author of the book |
| 1:29.8 | from Impress to Obsessed. |
... |
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