Season 1 Episode 8: Q. Kim Sullivan, Concentrix Chief People Officer on Fanatical About Experience Management
or wherever you get your podcasts
Fanatical about experience management - Concentrix Chief People Officer: Q. Kim Sullivan
Today’s conversation is with our returning guest, Q. Kim Sullivan. Kim is the Chief People Officer at Concentrix -a global business services company specializing in customer engagement and improving business performance.
We’re used to hearing that the customer comes first, but today’s conversation is all about the intimate connection between the employee and customer experience. Kim and I discuss how experience management for employees first can create a competitive advantage for your business and the customer experience.
Here’s what you’ll learn about in this episode:
1. Why putting your customers first might be the wrong approach when your people are the heartbeat of your business.
2. How creating a culture where employees are also seen as customers create intrinsic value.
3. Why experience management must be developed and intersected for employees and team members.
4. How we can remove barriers to entry for exceptional customer experiences. Hint: it’s all about getting out of our employees’ way!
5. Examples of experience management in action through “moments that matter” What experience matters more than others and which of those experiences require human interaction vs. automation.
6. The impact of COVID-19 on employee and customer experiences.
