Sarah Caminiti - "What Are the Systemic Cracks in Our CX Foundation?"
Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enhance customer experience.
WOW-24-7
Contact Centers
What’s Inside [0:43] Introduction to Sarah Caminiti [32:03] Full Podcast Episode [1:52] Recognizing Systemic Cracks in the Customer Experience Foundation [2:55] Identifying Common Pitfalls in Customer Experience Foundation [3:18] Connecting Dots into How Customer Experience Fuels Business Growth [4:40] Transforming Customer Experience Interactions Into Strategic Insights [4:50] Owning Your Worth and Advocating for Customer Value as a CX Leader [3:16] Building a Skilled CX Team as Key to Success and Efficiency [7:01] Importance of Internal Advocacy and Data in Customer Experience Leadership [0:53] Short - Identifying Common Pitfalls in Customer Experience Foundation [0:57] Short - Transforming Customer Experience Interactions Into Strategic Insights
Full Episode “I think these systemic cracks exist because, for so long, customer experience was considered something that anybody could do. CX was always seen as less important—something you didn’t really need to invest in. The goal was to spend as little money as possible on it, and it shows.” - Sarah Caminiti
Full Episode: Topics Covered Understanding the Systemic Neglect of Customer Experience Claiming the Seat at the Table: Confidence and Advocacy Crafting a Team of CX Champions Reflections on Empowerment and Transformation in CX
(1:52 Video) Recognizing Systemic Cracks in the Customer Experience Foundation “When you have that great experience, it turns you into a brand loyalist. However, the systemic cracks exist because, for so long, customer experience was considered something that anybody could do. It took no skill, and there was no real data to pull from it.” - Sarah Caminiti
(2:55 Video) Identifying Common Pitfalls in Customer Experience Foundation “One of the sad truths is that most companies do not start with someone experienced in customer experience when building their processes, strategies, and plans for the future. You're saying that the customer is not valued enough to invest in how you treat them and determine how they will be communicated with from the very beginning.” - Sarah Caminiti
(3:18 Video) Connecting Dots into How Customer Experience Fuels Business Growth “Always be listening—and you listen by collecting data. That data exists in customer interactions, making it more telling and valuable. You are engaging with real customers when they are struggling, and how you approach and help them will shape how they feel about your company and its products.” - Sarah Caminiti
(4:40 Video) Transforming Customer Experience Interactions Into Strategic Insights “A CX person pours their heart and soul into trying to figure out what people need. However, the value of their input keeps getting lower and lower—not because they did anything wrong, but because no one values their position enough to allow them to use this information effectively within the company. They must figure out how to present this information, but other leaders also need to respect them enough to help them do so.” - Sarah Caminiti
(4:50 Video) Owning Your Worth and Advocating for Customer Value as a CX Leader “We, as CX leaders, have been pushed down. Our self- confidence and self-worth in our careers have been devalued because we are told we're replaceable, but we are not replaceable. We are skilled. We have so much value. We prove our value every single day, and we need to own it.” - Sarah Caminiti
(3:16 Video) Building a Skilled CX Team as Key to Success and Efficiency “You need to have people on your team who are an extension of you because you're not expected to know everything. Hire people who fill the gaps and make you stronger.” - Sarah Caminiti
(7:01 Video) Importance of Internal Advocacy and Data in Customer Experience Leadership “I think it’s important, as a salesperson or internal salesperson, to remember that you must take all the emotion out of everything. You need to stick with the data and learn how to use the data you have in a way that makes sense in many different contexts.” - Sarah Caminiti
YOUTUBE SHORT: Identifying Common Pitfalls in Customer Experience Foundation “One of the sad truths is that most companies do not start with someone experienced in customer experience when building their processes, strategies, and plans for the future. You're saying that the customer is not valued enough to invest in how you treat them and determine how they will be communicated with from the very beginning.” - Sarah Caminiti
YOUTUBE SHORT: Transforming Customer Experience Interactions Into Strategic Insights “A CX person pours their heart and soul into trying to figure out what people need. However, the value of their input keeps getting lower and lower—not because they did anything wrong, but because no one values their position enough to allow them to use this information effectively within the company. They must figure out how to present this information, but other leaders also need to respect them enough to help them do so.” - Sarah Caminiti
Watch our podcast on your favorite platform
