Setting CX as Your North Star with Paul Papas, Global Managing Partner of IBM’s Business Transformation Services

This episode features an interview with Paul Papas, Global
Managing Partner of IBM’s Business Transformation Services. 
He has led the launch of IBM’s design and CX division called IBM
iX as well as their Enterprise Strategy Consulting
services.  Paul has been named one of the world’s “Top 25
Consultants” by Consulting Magazine, among the world’s top
5 CRM influential leaders, and the “King of Commerce” by CRM
Magazine.  Before IBM, he was a Partner at
PriceWaterhouseCoopers.  In this episode, Paul discusses
providing value to customers first and foremost, incorporating
agile and design thinking into CX, and getting clients hooked on
the customer journey.


Quotes


“We're in the services business, myself and my team.  We got
into service to be of service to our clients.  When our
clients are doing any CX initiative, it's for them to be of
better service to their customers.  And when they live up to
that ambition, and that calling, that's where you see great
things happen.”


Time Stamps


*[0:15] Intro


*[1:15] Taking ownership of your CX


*[2:03] Interview begins


*[5:25] CX transformation initiatives


*[7:06] Helping big companies solve CX problems


*[8:21] Set your customer as your North Star


*[10:13] Keys to a successful CX transformation


*[18:31] How CX has evolved


*[29:01] Getting buy-in from the C-suite


*[34:12] Rebuilding trust when things go wrong


*[44:37] Quick questions


Bio


Paul Papas is the Global Managing Partner of IBM’s Business
Transformation Services responsible for IBM’s Consulting, Design
& Experience, Technology & Analytics, and Business
Process Outsourcing services. He leads a 50,000 person global
team that helps Fortune 1000 CEOs and other C-suite executives
reinvent their businesses by leveraging the latest technology
innovations.


Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
activate your CX vision. Download it here


Links:


Find Paul on LinkedIn


Connect with Paul on Twitter


Find Phil on LinkedIn


Connect with Phil on Twitter