The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

What's on your mind? Let CX Passport know...🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧[One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!]CHAPTERS0:00 Introduction2:47 What does Illumina do?5:10 Why is Customer Experience needed in genomics?7:50 Balancing legacy with innovation in customer experience10:40 Who are the customers for this industry? 13:25 How to build great CX in genomics17:33 1st Class Lounge23:13 Building a CX program from the ground up26:07 Listening to the customer in genomics28:40 Investors are realizing the $ benefits of customer experience33:20 Contact info and closingIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Illumina: https://www.illumina.com/Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/

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