Science of CX: Implementing CX Initiatives Amidst the Current Digital Transformation with Paula Courtney

Steve Pappas, host of Science of CX podcast, sits down with Paula Courtney to dive into the science of CX and the importance of identifying and addressing pain points to boost revenue. The podcast also discusses the growing need for human connection in business settings and the challenges companies face in bringing employees back to the office.

Paula shares her expertise in customer experience, improvement, and retention, highlighting the three key things every business should focus on; identifying and eliminating customer friction, having a solid problem-resolution system in place, and encouraging and measuring customer engagement outside of the purchase cycle.

The podcast also touches on the importance of involving frontline staff in the design of customer experience programs and how to avoid the common problem of projects having a slow death after the initial excitement. Overall, this episode of Science of CX provides valuable insights on how to improve customer experiences and drive revenue growth.

Paula Courtney is the CEO of the Verde Group, a leading customer experience consultancy. Her focus is on customer retention and how to quantify the financial risk associated with poor customer experience.


Key Takeaways in this Episode of Science of CX

  • The importance of identifying and addressing pain points in boosting revenue
  • Focusing on the negative experiences, and why such experiences are more predictive of market action
  • The impact of digital transformation on the customer’s perspectives and expectations
  • Challenges in returning to the office: Companies are facing challenges in bringing employees back to the office, with more and more employees having a preference for hybrid work arrangements
  • The need for better metrics: There is a growing need for better metrics for understanding where to invest and grow a business.
  • Engaging customers outside of the purchase cycle, and why it’s important for companies to constantly seek new ways to engage with customers outside of the purchase cycle