Aarthi is a long-time friend and we had an amazing conversation – she is such a breath of fresh air in the customer experience (CX) space; she is practical, strategic, and knows how to connect CX to business results. This is a monster of a show and we cover a ton of topics. It’s a longer one than usual, but you’re going to learn from Aarthi throughout the entire conversation.
Aarthi and I talk about her journey to being a CX leader, from her youth being curious about people and their backgrounds, to becoming a Chief Customer Experience Officer (CXO); her view on how CXOs can bring an organization together toward a common purpose; the core tenets of CX; the evolution of CX and the impact COVID has had on her team at M&T Bank; her job as a CXO and what it takes to excel in the role; and the role technology plays in CX.
Aarthi and I also talk about the connection of CX with Employee Experience, and she provides thoughtful, amazing advice for other female professionals, including other women of color, and how that translates into the CX context.
I hope you enjoy this episode as much as I have. I was so impressed that I opened an account with M&T Bank!
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