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Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront.
As the representative of Ovation, a company specializing in customer journey orchestration platforms, Chip has played a pivotal role in revolutionizing the way organizations approach and enhance their customer experiences.
With a background rooted in the financial and fintech industries, Chip's journey extends to diverse sectors such as business banking, commercial banking, credit unions, and community banks.
One of the standout features of Chip's approach is his commitment to making customer experience a living, breathing process.
He emphasizes the importance of empathy in understanding the customer's perspective and advocates for organizations to put themselves in their customers' shoes.
Chip believes in identifying areas of improvement through the lens of the customer, leading to more efficient and effective operational processes.
Chip Kahn's insights into the dynamic landscape of customer experience technology and his dedication to helping organizations prioritize and enhance their customer journeys make him a valuable figure in the field.
His forward-thinking approach and commitment to continuous improvement position him as a trusted guide for businesses navigating the intricacies of customer experience transformation.
Key Takeaways
1. Overlay Approach for Seamless Transformation: By implementing a customer journey orchestration platform like Ovation, organizations can enhance existing processes without starting from scratch.
2. Data-Driven Improvement and Benchmarking: Ovation's platform offers a data-driven approach to improvement and benchmarking. It enables organizations to assess performance anonymously, internally, and even against other groups using the same product.
3. Modular Solutions for Tailored Transformation: The modular nature of Ovation's platform is highlighted as a key feature. Organizations don't need to commit to the entire system upfront; instead, they can adopt features gradually. This modular approach ensures that organizations can build their customer experience strategy over time, aligning with their unique needs and priorities.
4. Customer-Centric Perspective for Uncovering Opportunities: Chip suggests walking through different stages of the customer lifecycle and various products to identify pain points and areas for improvement.
Timestamps
[00:05:42] Chip elaborates on the concept of customer journey orchestration, emphasizing its role as an overlay for process enhancement and the ability to identify areas for improvement in real-time.
[00:12:38] Discussion on the versatility of Ovation's platform, catering to various industries beyond financial services, including business banking, wealth management, capital markets, insurance, health tech, and even ag tech.
[00:18:56] Insights into Ovation's modular approach, allowing organizations to implement the platform gradually.
[00:26:04] Chip explores the importance of empathy in understanding the customer's perspective
[00:29:23] Closing remarks and how to connect with Ovation through their website for further inquiries.
Quotes
1. "Walk in your customer's shoes and ensure their journey is seamless and efficient—it's about experiencing your product, not just using it."
2. "CX is a living process; meld a better customer experience with existing operations and evolve with your customer's needs."
3. "Always improve CX by asking, 'If I were the customer, how would I want this process to look?'"
4. "Start with the customer hat on, survey pain points, and resolve to make experiences smoother for true transformation."
Connect with Chip
Website - https://www.ovationcxm.com/
Linkedin - https://www.linkedin.com/company/ovationcxm/
X - https://twitter.com/ovationcxm
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scienceofcx@gmail.com
steve@scienceofcx.com
