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https://www.cx4rocks.com Keynotes, workshops, coaching and consulting. Let Sean help your business transform your customer journey by reducing effort to drive customer loyalty. Sean can customize a program for you to help align your people, refine your processes and design integrated platforms. Contact him at Sean@cx4rocks.com
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Sean Albertson 2023 Speaker Reel

Hear about the evolution (or destruction) currently happening in customer experience, and how we can work together to come out of it on top!
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CX on the ROCKS Summary

A big shout-out to Sean Albertson for his enlightening Lightning Talk on “Developing Advanced CX Analytics to Prioritize Projects"! Sean, a CX leader for over 20 years with experience at companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer journey to reduce effort and drive customer loyalty. As an international speaker and CX advisor, Sean shares his wealth of knowledge from the stage. He is also the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey. For more information, visit his website at www.cx4rocks.com. Dive into Sean’s presentation! You’ll gain a better understanding of your CX analytics maturity level and discover actionable steps to enhance it.
YouTube Video UExqVHlCRktDaFoxRmU5eEUtYmpQeHQ1WlcwRHhkeTBPci5EMEEwRUY5M0RDRTU3NDJC

Developing Advanced CX Analytics to Prioritize Projects

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Podcast Appearances

Customer Journey Mapping is the foundation for transformational customer experience management. This week, we're talking about how to build on that foundation with journey analytics and journey management. Watch Dave Seaton and Sean Albertson as they discuss journey mapping, journey analytics and journey orchestration and management. Learn proven methods to drive more customer loyalty, while gaining insights into the new customer expectations.
YouTube Video UExqVHlCRktDaFoxRS04UGRQaW5FbjBoY3hBdlQxTUNRdS4wOTA3OTZBNzVEMTUzOTMy

CXPRESSO Caffeine Overload E4 Journey Analytics with Sean Albertson

Download Kyle's Free Book At https://kylesbook.com What's In This Episode: 0:00 🚀 Introduction to "Da Vinci's Discourse" with Kyle Campbell 0:31 ❤️ Discovering the Essence of Customer Experience with Sean Albertson 1:37 🌟 From Corporate to Entrepreneur: Sean's Journey to Impacting Customer Experiences 2:03 🔍 Understanding the Shift from Customer Service to Customer Experience 2:31 📊 Analyzing Customer Experience through Data and Surveys 3:33 🛠 Crafting a Customized Strategy for Measuring Customer Engagement 4:32 🤖 The Power of Generative AI in Enhancing Customer Experience 5:28 📝 Creating Effective Surveys for Valuable Customer Feedback 6:00 📈 Importance of Standardizing Survey Questions for Reliable Insights 7:32 ✍️ Leveraging Open-Ended Questions for Deeper Understanding 8:30 💡 Optimizing Customer Service Processes Through Direct Feedback 9:30 🎯 The Role of Social Media and Reviews in Customer Experience 10:35 🔄 The Continuous Improvement Cycle in Customer Experience 11:33 💎 Identifying and Removing Obstacles in the Customer Journey 12:30 🌍 Beyond Surveys: Innovative Approaches to Understanding Customer Needs 13:00 🗣 Enhancing Customer Interaction through Direct Interviews 13:38 📖 Sean Albertson's Insights on Navigating and Improving Customer Experiences 14:07 🛠 Tools and Strategies for Identifying and Addressing Customer Experience Challenges 14:35 🌐 The Future of Customer Service: AI-Driven Solutions 15:03 🤝 The Importance of Human Connection in an AI-Driven World 15:27 🎙 Closing Thoughts and Key Takeaways from Sean Albertson Download Kyle's Free Book At https://kylesbook.com for an exploration into transforming your customer experience with insights from Sean Albertson. Uncover the secrets behind optimizing every touchpoint in your customer's journey, from initial contact through to long-lasting loyalty. Dive into strategies that meld technology and personal touch to create seamless, memorable customer interactions. 🌟 Discover why transforming customer experience goes beyond service to encompass every aspect of the customer journey. 💡 Learn from Sean Albertson's extensive experience in revolutionizing customer engagement for leading companies. 🛠 Unveil cutting-edge tools and methodologies for measuring, analyzing, and enhancing customer experience. 🤖 Explore the potential of AI and advanced analytics in predicting customer needs and automating solutions. ✍️ Get actionable advice on creating effective surveys, leveraging social media feedback, and utilizing direct customer feedback for continuous improvement. 🔄 Understand the continuous cycle of assessing and improving customer experience to foster business growth and customer satisfaction. 💎 Learn how to identify and remove the "rocks" in your customer journey, smoothing the path to enhanced customer loyalty. 🗣 Hear about innovative approaches to understanding customer needs beyond traditional surveys, including direct interviews and AI-driven analysis. 🌐 Examine the future of customer service and the role of AI in creating efficient, personalized customer interactions. 🤝 Recognize the irreplaceable value of human connection in customer experience, even in an increasingly digital world. And if you're curious about Kyle's businesses and his approach to leveraging these insights, visit https://kyle.ltd for a closer look. Join us on "Da Vinci's Discourse" for a journey into the heart of innovative customer experience strategies with Sean Albertson. Transform how you engage with your customers today for a brighter business tomorrow.
YouTube Video UExqVHlCRktDaFoxRS04UGRQaW5FbjBoY3hBdlQxTUNRdS41MzJCQjBCNDIyRkJDN0VD

Sean Albertson - How To Optimize Customer Experience

Ready to shatter those limiting CX beliefs? Get the inside scoop on Sean Albertson's (Founder & CEO of CX4Rocks LLC) powerful CX4Rocks Framework! Get the breakdown and actionable insights on this episode of Matt Egol's CX & Culture Connection podcast. Create a customer experience that truly rock! Watch the full episode here https://youtu.be/Ft2dHD1wTmY #CXleadership #CXstrategy #CX4Rocks #CustomerExperience 00:00 – Preview of Later's Episode 00:15 – Opening and Introduction of Guest Sean Albertson 01:00 – The Four Rocks Framework 03:36 – The Customer Journey and the Impact of Rocks 04:56 – The Importance of Connecting Channels 05:50 – The Collage Artwork Metaphor 07:39 – The Link Between Pain Points and Loyalty 11:20 – The Role of Customer Effort Score 13:16 – Focus on Outcomes and Addressing the Rocks 14:12 – Finding Rocks in the Business 16:58 – X and O Data: Experience and Operational Data 18:20 – The Linkage Between EX and CX 19:56 – The Connection Between CX and Brand Promise 22:27 – The Break Methodology 23:05 – Tailoring the Approach to Rocks 26:40 – The Importance of CX and EX Alignment 28:36 – The Importance of Employee Experience 33:15 – Reinforcing the Linkage Between EX and CX 34:06 – The Role of Technology in CX and EX 36:10 – The Value of Human Interaction in CX 38:09 – The Link Between EX and CX in Financial Services 40:30 – Creating Positive Experiences 41:53 – Contact Information; Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity
YouTube Video UExqVHlCRktDaFoxRS04UGRQaW5FbjBoY3hBdlQxTUNRdS5DQUNERDQ2NkIzRUQxNTY1

CX Rocks and How to Break them with Sean Albertson

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