A keynote speech by Jason S Bradshaw urging organizations to prioritize customer and employee experience (CEX) to reduce pain, protect profit and reputation, and transform businesses. He emphasizes three core steps, defining CEX clearly within organizations, and making daily 1% improvements across operations based on decades of experience across seven industries and three decades. The talk references his book 'CEV: the Essential Guide to Customer and Employee Experience' (spoken as 'cex').
Chapters
Ladies and gentlemen, please welcome to the stage, Mr. Jason Bradshaw. Every day, organizations across the world cause their customers and their employees untold amounts of pain. Pain that costs you profit. Pain that costs you your reputation. Now, I know that many people are going to tell you that there's a hundred things you need to focus on to grow your profit. But from decades of experience, what I know to be true is that if you focus on just these three steps, you will transform your business. Now, in my book, it's all about sex, that's cex, the Essential Guide to Customer and Employee Experience. I deep dive on my experience across seven different industries and three decades. Transforming organizations by focusing on the customer and the employee, by focusing on the overall experience delivered. Essentially, what you need to do is create a habit of finding the 1%, the little things that you can improve every day. If not now, when, today, you have the power to improve the experience of your customers and employees. But first, it's absolutely essential that in your organization and your organization and in your organization that you have a very clear definition of what you mean when you say customer and employee experience. You see, it's really hard to deliver on anything if everyone's going in a different direction. But all of you here today, each and every one of us, can make a decision to improve the experience. Right now, you could get out your cell phones, you could send a text message to a team member and say, how have we broken a promise to a customer today and what will it take to get it right? And instantly, you are on your way to improving the experiences, reducing the pain, and transforming your business. Sa.
