Tuesday, April 21, 2015

Customer Experience Conversations: Brian Byrne

Today, the customer experience (CX) landscape is drastically changing with the explosion of new and emerging technologies affecting the customer journey. With all of this change, it is now more important than ever to understand what it takes to create a strategic customer experience program.

That’s why we recently sat down with Brian Byrne, president of Aviador and Associates, to discuss the state of CX today and what’s in store for the future. Byrne is speaking at the upcoming Total CX Leaders Conference 2015 this spring in Miami. 

This year, the two-day conference brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.

The first question we asked Byrne was ‘What is your best customer experience?” He replied without hesitation, “Singapore Airlines,” which he takes the airline often when traveling to Asia on business.
“They really know how to delight you with the little things, whether it’s how they greet you when you board the plane, or even online when you first have the initial experience booking the flight. Everything is seamless, delightful, and it appeals to all of the senses…The whole thing wraps together into a really, wonderful experience.”

When it comes to empathy and emotion, Byrne knows just how important they are to customer experience. Since so much of our lives are technologically-oriented and mechanical, so we really respond to things that appear authentic and human and real.

“There’s a real craving right now in our high-tech society for some of these timeless , classic, human touch points,” he said.

Hear the full interview below:



Want to hear more from Byrne? Don’t miss his keynote session, “Classic Patterns of Competitive War Gaming” at Total CX Leaders Conference 2015 this June in Miami. For more information about the event or to register, click here:  http://bit.ly/1D5FoX1

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