On this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs. 🟠About Nicholas Zeisler Nicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clients large and small in industries as varied as tech, healthcare, insurance, energy, fashion, and retail, improve their CX, drive positive changes to their business processes, and build enduring Customer-centric cultures. In his new book, We’re Doing CX Wrong…And How To Get It Right, he outlines common mistakes we’re making with our CX efforts, and shows how to correct them beginning with understanding the reason for doing CX in the first place: To drive alignment between our Brand Promise and our Customers’ experiences. His proven CX framework includes Customer Insights based on using his Brand Alignment Score metric, leveraging Process Engineering to take action on the findings, and creating an environment in your company where CX can thrive. After over 27 years in the US Air Force, Z’s current Reserve job is as a professor at the Air Force Academy where he teaches statistics, calculus, and how to develop curious and critical minds for future USAF officers. He lives in Denver and Frisco, Colorado, where summers find him hiking with his partner and their awesome dog, winters find him on the ski slopes, and every day finds him thinking about CX and how fortunate he is. 🟠Connect with Nicholas Zeisler Follow Nicholas Zeisler on LinkedIn: https://bit.ly/3nUhJd2 Follow Nicholas Zeisler on Twitter @NicholasZeisler: https://bit.ly/3q55qNY Get Nicholas Zeisler’s book, We’re Doing CX Wrong…And How To Get It Right: https://amzn.to/3mJ681b 🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/getting-cx-right-starting-with-process-engineering-nicholas-zeisler/?utm_source=soundcloud&utm_medium=description 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

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