“It is important to be smart. It is important to be personable, but being a good influencer is such a critical skill.”
This week on Be Customer Led with Bill Staikos, we’re joined by Ryan Hart, Fractional Chief Experience Officer and Experience Practice Lead at Chameleon Collective.
Ryan also served as Managing Director, Experience Management Consulting (Tokyo) at PwC Japan, where he empowered a diverse and inclusive team of talented, creative, and strategic thinkers to assist organizations in Japan and throughout the Asia Pacific in accelerating experience, digital, and cultural transformations.
Throughout the episode, we cover several aspects of experience management, including its key components, where people struggle in experience management, and how to prepare for the future of experience management.
[01:25] Ryan’s Story – Emphasizing how fortunate he is to come from such a diverse background, Ryan discusses his journey thus far.
[04:53] Chameleon Collective – Ryan describes the business model of Chameleon Collective, the company for which he works. Additionally, he presents his ideas on a variety of organizational structures.
[11:29] Leadership – There are numerous leadership styles. Ryan explains the type of leader who often achieves tremendous success, in his opinion.
[13:49] Key Pillars – Ryan talks about experience management and its core components.
[16:32] Why Fail? – Ryan outlines why and where he believes people fail the most or do not place as much importance on customer experience.
[23:34] The Future – Ryan shares how he envisions experience management five or ten years from now.
[27:54] Inspiration – After mentioning the leaders he most admires in this field, Ryan reveals where he finds inspiration.
Resources:
Connect with Ryan:
LinkedIn: linkedin.com/in/ryan-hart-a9254b4/
Twitter: twitter.com/rhartcx
Transcript
Be Custoemr Led – Ryan Hart on the Evolution of Experience Management
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