In this episode of “It’s a Customer’s World” podcast, @Andy Murray is joined by @Chris Wallace, Co-Founder and President of @InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. 

In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more. 

Topics and Questions

00:00 Podcast Introduction

01:17 Introducing Chris Wallace

02:22 Getting started in Customer Experience (CX)

03:36 Defining CX

05:00 Identifying if a brand is truly customer centric

06:06 What are the greatest challenges in becoming customer centric today?

08:15 Where does CX live within an organization?

11:16 How to measure the impact of CX

14:38 How brands can listen and understand their customer

16:52 The importance of a human touch in CX

19:50 What is the most important aspect of CX?

23:23 Trying to understand consumer sentiment at scale

26:01 The strong correlation between company culture and CX

31:03 What is the role of technology in-store?

36:00 Companies that are currently excelling at CX

38:00 What does InnerView do for their clients?

40:52 What insights have been uncovered through the work of InnerView?

42:42 Advice for students and young professionals

Show Links

Chris Wallace: https://www.linkedin.com/in/christopherewallace/

InnerView Group LinkTree: https://linktr.ee/innerviewgroup

Andy Murray: https://www.linkedin.com/in/andrewlmurray/

bigQUEST LinkTree: https://linktr.ee/thebigquest