Jessica Noble started Magnetic Experiences over three years ago to help small and mid-sized businesses improve operationally and deliver best-in-class customer experiences. Jessica and I talk about:

1:48 Her journey to where she is today leading her own small business

6:50 Why she started Magnetic Experiences

9:58 Her definition of Customer Experience in practice; Jessica also throws the question back at me!

13:13 Why we need to get rid of all the CX jargon and what we need to use instead

19:18 The importance of governance in a CX practice to support the work

21:33 Why CX is plateauing or failing in some pockets; I provide my own view here too

24:17 Jessica's approach to working with clients and why building confidence with wins is so important

25:39 We talk about her book The Five Customer Experience Mistakes (You Don't Know You're Making) That Are Causing Profit Erosion and why she decided to write

27:45 We discuss my personal favorite mistake from the book: Relying On Heroes to Deliver Great Experiences

37:05 Where and why CX teams and businesses are struggling in solutioning and how to fix that

44:12 What's next for Jessica Noble; she is working on a new approach that guarantees 10X results (what?!!?) and a new Business Case/ROI model

49:16 We close out with where Jessica gets her insipiration from