Preparing for the Experience Economy with Avaya SVP and CMO, Simon Harrison

Episode Notes:


Avaya SVP and CMO Simon Harrison joins The Customer Experience
Show to discuss how being a product manager has helped him become
a successful customer experience leader, what the future of CX
looks like as the world transitions into an experience economy,
and much more.


3 Takeaways:



Before they can improve the CX experience, CX leaders need
to make sure they understand every detail of the customer
journey.


One key to creating a great customer experience is listening
to customers and learning from what they are saying and what
they want and need.


Trust is an important part of building a great CX. Leaders
need to train their employees how to create a great experience,
and then empower and trust them to do the right thing.



Key Quotes:



“We have a relentless focus. Effectively, if you have
engaged and empowered staff, they enjoy great experiences and
that directly translates to our customers having great
experiences.”


“It's whether you decide the ambition to change things is
significant enough for you to push on into a role where, it may
be out of your comfort zone, but you could make a difference. I
took the leap and worked hard to become perhaps somewhat of a
success as a product manager.”


“As a CXO or someone that's passionate about customer
experiences and in a leadership role in a company, I'm really
keen to talk about the customer journey and understand more
about how to make people feel better. It’s about memorable
experiences rather than trying to sell them something.”



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.


Bio: 


Simon Harrison is Senior Vice President and Chief Marketing
Officer, leading the global marketing function to engage new and
existing customers and partners, drive adoption of the company’s
software solutions and support Avaya as the leading player in a
dynamic digital communications market.


Simon joined Avaya in 2020 from leading research and advisory
firm, Gartner, where he was research director and lead analyst
for the Unified Communications and Contact Center market. In a
career spanning over 25 years, he has been a thought leader,
product strategist, marketer and consultant in the communications
solutions industry. Prior to Gartner, he held leadership roles in
Marketing, Sales, Product Marketing, and Product Management for
companies like Cirrus, Vocalcom, Siebel Systems, and others.