Ben Taylor

Like I said at the beginning, loyalty program thing that has now over-rotated into very specific contact center and chat bots and wait times and loyalty cards and all that. it has lost its meaning. It has become so defined in certain senses that it has started to lose its meaning.

And so for me as a marketer, which traditionally people don't fully think of as part of that customer experience component is reattaching it. That's why I'm in that experience. Like Cisco thinks about customer experience as That is the full customer experience. It's not just marketing. It's marketing and purchase. And now you're using your product. Now you know what the product's supposed to do.

And so for me as a marketer, which traditionally people don't fully think of as part of that customer experience component is reattaching it. That's why I'm in that experience. Like Cisco thinks about customer experience as That is the full customer experience. It's not just marketing. It's marketing and purchase. And now you're using your product. Now you know what the product's supposed to do.

And so for me as a marketer, which traditionally people don't fully think of as part of that customer experience component is reattaching it. That's why I'm in that experience. Like Cisco thinks about customer experience as That is the full customer experience. It's not just marketing. It's marketing and purchase. And now you're using your product. Now you know what the product's supposed to do.

Are you actually achieving that? That's why the customer success motion is part of it. So we as a company have tried to re-expand that definition to think broadly about it, which... Confuses a lot of people why I'm in marketing and doing customer experience. They just don't kind of get that component all the time.

Are you actually achieving that? That's why the customer success motion is part of it. So we as a company have tried to re-expand that definition to think broadly about it, which... Confuses a lot of people why I'm in marketing and doing customer experience. They just don't kind of get that component all the time.

Are you actually achieving that? That's why the customer success motion is part of it. So we as a company have tried to re-expand that definition to think broadly about it, which... Confuses a lot of people why I'm in marketing and doing customer experience. They just don't kind of get that component all the time.

And so that's the main thing I want to talk about is that connection and try to get folks who listen to this to think a little bit more broadly about what that concept means.

And so that's the main thing I want to talk about is that connection and try to get folks who listen to this to think a little bit more broadly about what that concept means.

And so that's the main thing I want to talk about is that connection and try to get folks who listen to this to think a little bit more broadly about what that concept means.

It can be a step-by-step strategy, right? But you have to not lose sight of it. And you're absolutely right. Because folks that take a concept, they want it to be successful. They need to share it. They need to create some sort of operational model or organizational structure to how to kind of scale it out. And that's what, to your point, has become this thing. But also to your point,

It can be a step-by-step strategy, right? But you have to not lose sight of it. And you're absolutely right. Because folks that take a concept, they want it to be successful. They need to share it. They need to create some sort of operational model or organizational structure to how to kind of scale it out. And that's what, to your point, has become this thing. But also to your point,

It can be a step-by-step strategy, right? But you have to not lose sight of it. And you're absolutely right. Because folks that take a concept, they want it to be successful. They need to share it. They need to create some sort of operational model or organizational structure to how to kind of scale it out. And that's what, to your point, has become this thing. But also to your point,

It dilutes it. You lose it. And if the person who wasn't there five stages ago who was like, hey, this is the reason we're doing it is no longer part of why you're doing that. You're now in this cycle that why we're having this discussion.

It dilutes it. You lose it. And if the person who wasn't there five stages ago who was like, hey, this is the reason we're doing it is no longer part of why you're doing that. You're now in this cycle that why we're having this discussion.

It dilutes it. You lose it. And if the person who wasn't there five stages ago who was like, hey, this is the reason we're doing it is no longer part of why you're doing that. You're now in this cycle that why we're having this discussion.

It's why I have a design thinking stage and the empathy mapping stage on the front end of what we do on our cycle. That's still a step. That's a process. One, two, three, four. I don't know what the steps are, but that's still a process, right? Like we lead with that and then we build.

It's why I have a design thinking stage and the empathy mapping stage on the front end of what we do on our cycle. That's still a step. That's a process. One, two, three, four. I don't know what the steps are, but that's still a process, right? Like we lead with that and then we build.

It's why I have a design thinking stage and the empathy mapping stage on the front end of what we do on our cycle. That's still a step. That's a process. One, two, three, four. I don't know what the steps are, but that's still a process, right? Like we lead with that and then we build.

Yeah.