Lacey Pease

It's not just like, theoretically, this would work. But you've seen the results. You've reported it to leadership. You've got buy-in from your team. What are you betting on now, then? Welcome back to Experts of Experience. I'm your host, Lacey Pease. And with me as always is Rose Shocker. Happy to be here.

We just got off the mic with Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco.

We just got off the mic with Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco.

We just got off the mic with Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco.

Ben is in marketing, but his title, which I didn't read all of it, is also customer experience marketing, which is sort of a unique title. I don't know that I've actually seen it written that way before.

Ben is in marketing, but his title, which I didn't read all of it, is also customer experience marketing, which is sort of a unique title. I don't know that I've actually seen it written that way before.

Ben is in marketing, but his title, which I didn't read all of it, is also customer experience marketing, which is sort of a unique title. I don't know that I've actually seen it written that way before.

Well, and what he really brought to the discussion that I think a lot of people will need to hear is the power of empathy throughout the entire customer journey. From first time I see your logo to I bought your product to I'm thinking about renewing to, okay, I have loved this for years and now I'm recommending it to a friend.

Well, and what he really brought to the discussion that I think a lot of people will need to hear is the power of empathy throughout the entire customer journey. From first time I see your logo to I bought your product to I'm thinking about renewing to, okay, I have loved this for years and now I'm recommending it to a friend.

Well, and what he really brought to the discussion that I think a lot of people will need to hear is the power of empathy throughout the entire customer journey. From first time I see your logo to I bought your product to I'm thinking about renewing to, okay, I have loved this for years and now I'm recommending it to a friend.

And he is really beautifully weaved empathy into every touch point for the customer. And the other thing that he talks about a lot isn't just how you can bring empathy to the customer, but how you can bring empathy back to your organization. He's building marketing teams that are going to sales and actually asking them from an empathetic perspective.

And he is really beautifully weaved empathy into every touch point for the customer. And the other thing that he talks about a lot isn't just how you can bring empathy to the customer, but how you can bring empathy back to your organization. He's building marketing teams that are going to sales and actually asking them from an empathetic perspective.

And he is really beautifully weaved empathy into every touch point for the customer. And the other thing that he talks about a lot isn't just how you can bring empathy to the customer, but how you can bring empathy back to your organization. He's building marketing teams that are going to sales and actually asking them from an empathetic perspective.

We need to be talking about how does this actually relate back to the human being that is our customer or is our employee or is our manager. We need to bring back play and imagination and totally putting on the cap of pretending to be your customer. What do they actually care about? What's actually interesting to them?

We need to be talking about how does this actually relate back to the human being that is our customer or is our employee or is our manager. We need to bring back play and imagination and totally putting on the cap of pretending to be your customer. What do they actually care about? What's actually interesting to them?

We need to be talking about how does this actually relate back to the human being that is our customer or is our employee or is our manager. We need to bring back play and imagination and totally putting on the cap of pretending to be your customer. What do they actually care about? What's actually interesting to them?

And then when you're talking to anyone on your team, pretending to be them, what do they care about? What's at stake for them? What are the risks? What reputational things should I consider on their behalf? So that way I'm supporting them properly. So Ben brings that all down in today's episode.

And then when you're talking to anyone on your team, pretending to be them, what do they care about? What's at stake for them? What are the risks? What reputational things should I consider on their behalf? So that way I'm supporting them properly. So Ben brings that all down in today's episode.

And then when you're talking to anyone on your team, pretending to be them, what do they care about? What's at stake for them? What are the risks? What reputational things should I consider on their behalf? So that way I'm supporting them properly. So Ben brings that all down in today's episode.

He talks about design thinking, why your team needs it, how you can start to implement this process in your organization, how he sort of manages upward a little bit to help bring on leadership and create buy-in there. And we talk, of course, a little bit about AI and his perspective there. I think he's got a really unique take on how we can