The race to having the ultimate customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from the competition. According to a study done by Gartner, 89% of companies today are now competing on the basis of positive customer experience. But in order to create this positive experience, you have to ask the questions your customers would ask themselves: Are you blown away by the performance of the product? Are you happy with the attention the customer service rep gives you to help solve your problem? These are some common examples of what elements are in play when building an amazing customer experience.
On today’s episode of the Igniting Startups podcast you’ll hear from a product leader with diverse leadership experience across product development and business operations. Mimi Nguyen started her tech career at Interactive Intelligence and has advanced to her current role as the VP of Product Management at Genesys, a global leader in providing users seamless and consistent contact management solutions that enable them to engage customers across their journeys via multiple channels.
Throughout this episode, Mimi will discuss her background with Interactive Intelligence and Genesys and how she stepped into a leadership role in product management. Mimi will also discuss the importance of customer experience and how its becoming an ongoing trend for companies to focus on. Tune in for more!
In this episode with Mimi Nguyen, you’ll learn:
- How to build a positive Customer Experience
- Stepping into a product management position and supporting your team
- How companies are focusing more on customer experience
- How Genesys is assisting its customers through CX
- Mimi’s thoughts on the future of CX
Please enjoy this conversation with Mimi Nguyen!
- Listen to it on iTunes.
- Stream by clicking here.
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Mimi Nguyen quotes from this episode of Igniting Startups:
“In the service industry, a customer is going to come to you with a problem that they’re trying to describe, and often times they come with a solution that they think they need for that particular problem.” — Mimi Nguyen of @Genesys on @PowderkegCo podcast
“I don’t think that I’ve subscribed to the belief that if you’re dividing every customer, it’s an inconsistent experience. I think you can create delightful, repeatable experiences. The trick for a company to do that is how do you how do you scale personalization? How do you scale delight?” — Mimi Nguyen of @Genesys on @PowderkegCo podcast
“The customer is always right, even when they’re wrong. Ultimately your job in a service industry is to create a phenomenal customer experience. ” — Mimi Nguyen of @Genesys on @PowderkegCo podcast
“Your product is not actually just the technology. Your product includes how well people receive the service. You know, their experience with your customer service rep. Their experience with professional services, their whole experience through the entire sales process.”— Mimi Nguyen of @Genesys on @PowderkegCo podcast
Links and resources mentioned in this episode:
Companies and organizations:
- Mimi Nguyen (@MimiNguyen)
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