Thinking Bigger with Stan Little, CXO of United Way

When most of us make CX decisions, the impact is relatively
small. But for Stan Little, CXO of United Way, the impact is
potentially much bigger. United Way works with millions who are
in need across the world, providing them with a number of
important services. On this episode, Stan explains how he is able
to work with countless partners, volunteers, and community
members to create customer experiences that resonate and get
results.


3 Takeaways:


It's important to bring your unique perspective to the
customer experience. Your background will help inform what unique
contributions you make.

Your perspective is only one data point. It's also important
to get the perspectives of all key stakeholders who are involved
in the customer experience.

CX is rigorous. It's not fluff. It should be measured,
analyzed, and improved in a scientific and rigorous way.



Key Quotes:


“Your perspective is simply an input for you to evaluate as
you're designing and implementing a robust experience for your
end-users and stakeholders.”

“Think bigger than what you believe is possible - bigger than
the current technology, the current reach, the current norms, or
anything that constitutes 'this is how we've always done it.' Try
to think about how to break that."

"Customer experience is rigorous. I would change the
perception that it's a capricious concept. It has rigor to it."



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
active your CX vision. Download it here.