Contact Shep (314) 692-2200

The Customer Experience Is More Important Than the Product

CX Is More Important Than Ever!

Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience.

Subscribe and Listen

Top Takeaways:

  • Your customers aren’t just comparing you to your direct competitors anymore. They are comparing you to the best. For example, customers may ask, Why can’t your app be as good as the Peloton app? Why can’t your speed be as quick as Amazon’s?
  • If there is a choice between customer experience and the product, CX will usually win. You can have the best product, but if you don’t create an experience around it that works for the customer, they will find another provider.
  • Our experience ambitions have changed in all aspects of how we live our life, how we keep fit, how we eat, how we shop, or how we travel. Companies need to aim for composability, propose solutions to create the right kind of experiences, and make sure that people feel good about what they do.
  • To realize the benefits of personalization, suggesting what people want and how they want it should be part of how we engage our customers, staff, colleagues, and everyone in our ecosystem.
  • We must personalize our digital experiences until it rivals the person-to-person experience. Customers need to feel like you are talking to them, even in digital transactions.


“In this challenging experience economy, we need employees who are connected and empowered. Creating great experiences is enabled by employee experiences. They need to have great experiences themselves.”

“Customer experience is more than just the technology. The goal is to make the experience as effortless as possible and to make people feel good about what it is they’re doing.”

“When employees feel good about what it is they do, it’s going to translate to memorable, great experiences for the customers.”


Simon Harrison is the Senior Vice President and Chief Marketing Officer of Avaya, leading the global marketing function to engage with new and existing customers and partners, driving adoption of the company’s software solutions, and supporting Avaya as one of the leading players in a dynamic digital communications market.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is Experience Thinking?
  2. What does composability mean in customer service?
  3. Is customer experience more important than the product?
  4. What is personalized customer service?
  5. How do you provide a personalized customer experience?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA