Hi Paul, tell us about yourself, your background?
I was fortunate enough to begin my career in the MedTech Industry immediately after high school as a teenager. It has allowed me to broaden my understanding of how businesses run from the bottom up, having worked in Customer Service, Warehousing, Repairs, Supply Chain, Sales, and Management roles more recently.
Online commerce was booming in 2020, and so did consumer reviews. – How can brands better utilize this data to improve their customers’ experience?
Customer-centric organizations spend most of their time understanding their customers’ expectations of us. It’s our ability to react swiftly to what our customers expect from us and continually change the way we adapt, which allows us to improve CX.
What is one element that must always be considered when working on a CXM (customer experience management) strategy?
For us in the MedTech Industry – reminding ourselves that a patient is our customer and we have an influence on people is what we always consider first and foremost when working on a CXM Strategy. People are at the center of everything we do at Teleflex.
Do you think personalization and customer-centricity are going to become increasingly more relevant in the coming year? How so?
Certainly do. Healthcare is changing dramatically, and our success is reliant on customer choice. Customers are looking for partners who can add value and differentiate their offerings at key moments in the customer journey.
What are some of the ways companies can strive to eliminate the CX Gap?
The most critical component, in my opinion, is creating and embedding a service mindset. Focusing on employees’ service mindset initially provides the gateway to accept change and grow. Most importantly, if everyone adopts a similar service mindset, it makes it easier to take the team on a journey when focusing on CX.
Paul’s predictions for the future of CX
What are your predictions for trends in customer experience in the coming year?
Digital disruption will continue to drive change. Our customers are expecting more and more from us every day, and therefore driving digital offerings makes it easier for our customers to do business with us.
Last but not least, what is your favorite CX metric?
Measuring employee engagement and company culture – I believe it was Richard Branson who quoted ‘if you look after your employees, they will, in turn, look after the customer.’