In today's episode, Jessica Kinghorn, principal consultant at Kinghorn Strategy, shares her wealth of knowledge on how organizations can enhance their customer journeys and create meaningful experiences. With over 20 years of experience in organizational strategy and customer experience, Jessica has a unique perspective on the importance of aligning teams and simplifying processes to better serve customers.

Some key takeaways from the conversation are:

• Understanding Customer Experience: Jessica explains what CX truly means and why it’s essential for organizations of all sizes, from nonprofits to global corporations.
• The Power of Curiosity: Laura and Jessica discuss how curiosity can drive better customer experiences and the importance of asking the right questions.
• Adding by Subtracting: Jessica introduces the concept of simplifying experiences to enhance customer satisfaction. She shares actionable strategies that you can implement within your own teams.
• Real-World Examples: They explore Jessica's personal experiences with customer service, highlighting both the good and the frustrating, and how these lessons can inform better practices.
• Utilizing the SCAMPER Technique: To further drive innovation and improvement in customer experiences, leaders can introduce creative problem-solving techniques such as SCAMPER. This technique encourages teams to think about how they can enhance their offerings by considering seven different approaches: Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, and Reverse.

Whether you're in a customer-facing role or working behind the scenes, this episode is packed with insights that can help you elevate your approach to customer experience.

Laura’s first book – Values First. How Knowing Your Core Beliefs Can Get You the Life and Career You Want – is now available! Grab your copy today!
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