“Communication is two-way. So it’s much about listening to understand what matters to them, not just telling.”
This week on Be Customer Led with Bill Staikos, Amy Radin joins us for an insightful conversation. She is a member of the Global Board of Directors at the Association of International Certified Professional Accountants. In her corporate career, Amy championed the use of customer data and technology, devising novel solutions to create new sources of value. Her accomplishments include overseeing the digital transformation of Citi Cards, a $5BB P&L, driving five years of double-digit adoption growth, and establishing a corporate venturing unit to promote mobile peer-to-peer payments in anticipation of new trends. She also demonstrates her competence at AXA US by developing consumer data analytics and digital marketing strategies and rebranding the company.
[01:37] Board’s Responsibility – Sharing her background, Amy discusses the board’s responsibility in defining leadership and the customer experience they wish to give and the extent to which boards should delve into these topics.
[08:59] Advice – Amy describes how she would advise them regarding board engagement if she were sitting down with a CXO or CCO.
[15:28] Get Ahead – Amy discusses a few aspects of the customer and employee experience that boards or CEOs/founders may need to address in the next year or two.
[22:23] Scale-up – Amy highlights what founders should consider in terms of customer or employee experience while transitioning from startup to growth and scalability.
[25:55] Customer Feedback – Amy addresses whether more businesses and startups should pay closer attention to the numerous signals available, such as direct customer feedback.
[30:03] Customer-Focused Change – Amy explains her recommendation strategy for influencing senior-level decision-makers to create customer-centric change.
[33:56] Amy’s inspiration – Amy mentions the leaders she admires and the sources of her motivation.
Resources:
Connect with Amy:
LinkedIn: linkedin.com/in/amyradin/
Amy’s website: https://amyradin.com
Amy’s Book Mentioned in the Episode:
The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation in Any Company: goodreads.com/book/show/38747877-the-change-maker-s-playbook?from_search=true&from_srp=true&qid=c5ypZrTTrF&rank=1
Transcript
Amy Radin on CX for the CEO and in the Boardroom
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