“One of the things that I’ve always been focused on is not just the advent of CX but on making sure that customer earned growth and value are really embedded in driving the overall corporate agenda and culture in a meaningful way.”
This week’s episode of Be Customer Led with Bill Staikos features Amy Shioji. Amy is the Senior Vice President for Analytics and Transformation and Chief Experience Officer at Strategic Education. Strategic Education facilitates economic mobility through education, where Amy is committed to fostering revolutionary customer growth and organizational focus in her current role.
[01:17] Amy’s Background – Amy discusses her journey and the distinguishing factors that led to her current position.
[03:36] Strategic Education – Amy outlines what “Strategic education” is and what it does, how it differentiates itself from other companies in the industry, and how her work there differs from her previous role.
[08:48] Human Resources – Amy describes the opportunities and relationship between the corporate strategy and experience function and the HR division.
[11:27] Message to CEOs – Amy covers some of the initial measures that CEOs can take within their organizations to integrate strategy and CX in a meaningful way.
[15:13] Platforms and Tools – Amy explains the tools and platforms utilized by the strategy and CX teams.
[19:38] Journey and Product – Amy addresses how organizations are now aligning themselves around journeys and not necessarily the product. In addition, she mentions the techniques they have been employing concerning this.
[23:38] The Future – We examine how the integration of strategy and customer experience will evolve in the coming years.
[30:25] Inspiration – Amy talks about her sources of motivation and her role models.
Resources:
Connect with Amy:
LinkedIn: linkedin.com/in/amyshioji/
Transcript
Amy Shioji on Combining Strategy and Customer Experience
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