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Join host John Downes as he delves into critical actions to improve your business with guest Rich Hawker, an expert in customer experience design. Learn how Rich's journey from Deloitte to Bain & Co. fueled his passion for solving human problems with design thinking and agile methodology. Discover what customer experience design entails, its benefits, and a rigorous approach to mastering it. Rich shares valuable insights and case studies, highlighting the importance of understanding customer needs, setting customer-led ambitions, and creating a collaborative, emotionally resonant environment that enhances profitability and employee fulfillment. Get ready to transform your business by focusing on what truly matters.

00:00 Introduction to the Podcast

00:26 Meet Rich Hawker: Customer Experience Expert

00:59 Rich's Journey into Customer Experience Design

03:09 Understanding Customer Experience Design

04:11 Benefits of Customer Experience Design

06:12 Approach to Customer Experience Design

13:38 Client Examples and Success Stories

20:03 Common Pitfalls in Customer Experience Design

27:37 Preparing for Customer Experience Design

30:57 The #CriticalFewActions™ to get started

#Entrepreneurship #CustomerExperienceDesign #Leadership #BusinessGrowth #CEOMasterclass

This episode is sponsored by the CEO Masterclass.