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Top Takeaways:


“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?

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