MEMORIAS CXSUMMIT2023 by bpro5

CONOCE LAS Memorias del

A W ORD FROM A DAM TOPOREK

Dear CX Summit Participants!

T hank you so much for allowing me the privilege of sharing my presentation: Be Your Team's Hero: How to Lead a WorldClass Customer Experience Team. I truly enjoyed having the opportunity to share these ideas with you!

You will find the slide deck from my presentation included below to help remind you of key concepts from the speech.

MAKE SURE to go to the end of the PDF where you will find an action checklist for connecting with your team.

You will also find my contact information. If you would like to connect or if we can be of service to you in any way, please feel free to reach out.

Until then, I wish you much success on your customer experience and leadership journey!

ADAM TOPOREK PR ESIDENT, CHIEF CLIENT HERO Adam Toporek Presentación ADAM TOPOREK

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Una historia breve en español (antes de los auriculares)

Una historia breve en español (antes de los auriculares)

ISN’T EASY no es fácil

WHO THE CONVERSATION IS ABOUT

!"#$"%& # BE YOUR TEAM’S HERO: Class Customer Experience Team K ! !"#$%&'()*+,-.

& !"#$"%& % El liderazgo ' ( THE EVOLVED BRAIN El cerebro evolucionado )

THE CONVERSATION IS ABOUT

WHAT

qué se trata la conversación

De quién se trata la conversación !! !"

LEADERSHIP

!"#$"%& &

el miedo Huele “Bad Bunny” !#

EACH OTHER Estamos conectados para entendernos !$ WIRED TO READ EACH OTHER Estamos conectados para enterdernos !%

MOMENTS

Los momentos humanos suelen

los más poderosos !& Source: Forrester, 2016 $ $ THE POWER OF EMOTION El poder de las emociones !' MORE LIKELY TO RECOMMEND 15.1x MORE LIKELY TO TRUST 8.4x MORE LIKELY TO FORGIVE 6.6x Source: Temkin Group, 2016 POSITIVE EMOTIONAL EXPERIENCE Más propensos a recomendar Más propensos a confiar Más propensos a perdonar Experiencia emocional positiva !( !"#$"%& '

SMELL THE FEAR

WIRED

READ

HUMAN

ARE OFTEN THE MOST POWERFUL

ser

la conversación CHANGE THE CONVERSATION "" 1. EMBODY Personificar 2. EDUCATE Educar 3. EMPOWER Empoderar 3E LEADERSH P FRAMEWORK "# EMBODY Personificar 3E LEADERSHIP FRAMEWORK "$

LEADERSHIP IS MORE IMPORTANT THAN EVER El liderazgo en CX es más importante que nunca

CX LEADERSHIP IS MORE IMPORTANT THAN EVER

liderazgo en CX es más importante que nunca

Cambiar

Debes ser la persona de tu equipo más centrada en el cliente

YOU HAVE TO BE THE MOST CUSTOMERCENTRIC PERSON ON YOUR TEAM

“You’re used to seeing values listed on waiting room walls. Communication, integrity, excellence, and respect… …Those were actually Enron’s values.”

INCENTIVES

Invierte tu dinero en el mensaje que quieres promover

AUTHENTICITY

92% OF GEN Z said that being authentic was extremely or very important.

PROCESSES

Procesos

¿Cómo puedo facilitar el trabajo de mis empleados?

HOW CAN I MAKE IT EASIER FOR MY EMPLOYEES TO DO THEIR JOBS?

Superar el instinto natural

!"#$"%& !

Source: Fast Company, Feb 2018 "&

John Collison Cofounder, Stripe

Autenticidad

AUTHENTICITY

Autenticidad "(

#* !"#$"%& (

Incentivos

#" Obligados a despriorizar a los clientes FORCED TO DEPRIORITIZE CUSTOMERS 53% ## EDUCATE Educar

PUT YOUR MONEY WHERE YOUR MESSAGE IS LEADERSH P FRAMEWORK #$

Los humanos no estamos diseñados para situaciones de servicio difíciles

HUMANS ARE NOT DESIGNED FOR DIFFICULT SERVICE SITUATIONS #&

Entrenamiento:

TRAINING: OVERCOMING NATURAL INSTINCT

!"#$"%& ) 53% said could do jobs better with more! 63% said would be more engaged! !"#$%&'()&*$+,-. /012(3"$45"$%&(!.#67 Dijeron podríanquehacer mejor su trabajo Dijeron estaríanquemás comprometidos #' Entrenamiento en situaciones dificíles DIFFICULT SITUATIONS TRAINING #(

Empoderar 3E LEADERSH P FRAMEWORK #) Recuerden la tienda… REMEMBER THE STORE… $*

FEAR

Tememos ceder el control $! Acumulación de normas RULE ACCRETION $" !"#$"%& $ Empoderamiento inteligente SMART EMPOWERMENT $# STARBUCKS $14,000 $$ THE RITZCARLTON $250,000 $%

CLV Empoderar financieramente a los equipos basándose en CLV $& Real vs. psicológico ACTUAL VS. PSYCHOLOGICAL $' ¿Qué hacer al Volver? WHAT TO DO WHEN YOU RETURN? Pregunte a su equipo ASK YOUR TEAM $(

EMPOWER

GIVING UP CONTROL

EMPOWER TEAMS FINANCIALLY BASED ON

“I stared at her, stunned. Hadn’t she seen what a disaster we were? … that we were barely able to keep it together?”

“On a day when I felt like we were the worst example of family… …a day when I hoped no one noticed us… she did.“

“I was adopted as a baby and it has been a wonderful thing.

We need more families like yours.”

“But she didn’t see what I assumed everyone was seeing...”

“She saw beauty and love and hope and family.”

"Ella vio belleza y amor y esperanza y familia."

!"#$"%& *

$) ADAMTOPOREKCX cx.training CONNECT WITH ME Adam Toporek RAPID HERO SERIES %* %! !"#$%&')*#$&+%*,-&$.%"/ 0123

Q&A

sesión de preguntas y respuestas

%$ !"#$"%& #+ !"#$%&')*#$&+%*,-&$.%"/ 0123

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WORLD UN M UNDO M EJOR %(

%' A BETTER

TEAM CHECK-IN CHECKLIST

TALK TO YOUR TEAM ABOUT THEIR ROLES IN THE NEW WORLD

Ask your teams what they have heard about automation and artificial intelligence. Ask what concerns they have. Show them how technology will not only make their jobs easier but will make them more valuable. The HUMAN parts of the experience will generally have the most impact.

3E LEADERSHIP FRAMEWORK

embody (personificar): have a discussion about values

Start a discussion about values, mission, and customercentricity. Ask your team what they think about the values/mission. Ask them their opinion of how customercentric the organization is. You will quickly discover if the team feels that you are "walking the talk"

EDUCATE (EDUCAR): ask your team where they need help

Ask your teams where they struggle. Where they wish they had more skills. Ask generally, but also ask about specific areas such as product knowledge, communication, and working with difficult or upset customers.

EMPOWER (EMPODERAR): discover the powerS your team needs

While data can often help you discover where the friction points are in a customer journey, your team can help you understand how to remove the friction. Ask them where they feel constrained helping customers. Where they would like to have more decision-making powers and how they would use it.