Thomas Lehner - "Must Have: Entrepreneurial Lessons for CX Leaders"
Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning product development with evolving customer needs.
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What’s Inside [0:39] Introduction to Thomas Lehner [28:44] Full Podcast Episode [2:31] Embracing the Sustainable Entrepreneurial Mindset for Business Success [4:12] Balancing Value: Entrepreneurial Drive vs. Employee Mindset [5:44] Mastering Feedback Loops: Effective Customer Insight Management [2:27] Feedback’s Role in Empowering Agents [4:43] CX: The Ultimate Competitive Edge in Saturated Markets [3:33] AI and Humans: Striking the Right Balance in CX [1:04] Reflecting on Sustainable Value and Actions for Business Success [0:51] Short - Balancing Value Entrepreneurial Drive vs. Employee Mindset [0:46] Short - Mastering Feedback Loops: Effective Customer Insight Management
Full Episode x “If we look at what is important in entrepreneurship, it all boils down to satisfying a need, and you need to consistently produce relevant and sustainable value for your customer.” - THOMAS LEHNER
Full Episode: Topics Covered 1. The Power of Feedback Mechanisms in Customer Experience 2. Delivering Sustainable Value: The Entrepreneurial Mindset 3. Balancing Human and AI: A Unified Approach
(2:31 Video) Embracing the Sustainable Entrepreneurial Mindset for Business Success "I think the sustainable mindset is about working with what you currently have. You need to start by thinking about how to maximize the output and value of the resources you already have.” - THOMAS LEHNER
(4:12 Video) Balancing Value: Entrepreneurial Drive vs. Employee Mindset “Contact centers and support organizations have developed a fixation on small things, such as closing cases and providing responses as fast as possible, because this is what managers placed emphasis on. What we should be pursuing is something more profound and abstract but infinitely more valuable to your customer.” — THOMAS LEHNER
(5:44 Video) Mastering Feedback Loops: Effective Customer Insight Management “Support is the eyes and ears of a company because they are in very close contact with customers and partners. Their job is to inform the product organization, managers, marketing, sales, and other departments about any feedback that customers and partners provide.” — THOMAS LEHNER
(2:27 Video) Feedback’s Role in Empowering Agents “Feedback is one of the most powerful motivators for customer support and agents because it helps them understand how their actions impact customers. It is meaningful to be responsible for transmitting information that helps hundreds of customers use your product easier.” - THOMAS LEHNER
(4:43 Video) CX: The Ultimate Competitive Edge in Saturated Markets "Customer experience is often overlooked, but it can be a very powerful competitive advantage if you create a cultural environment for your people.” - THOMAS LEHNER
(3:33 Video) AI and Humans: Striking the Right Balance in CX “The winning combination right now is humans working with AI. I think it’s an incredibly powerful tool, but you still need control and a human eye for auditing.” - THOMAS LEHNER
(1:04 Video) Reflecting on Sustainable Value and Actions for Business Success “People need to constantly reflect on what they are doing to provide sustainable value for customers. There needs to be more focus on teaching everyone in the company what it is truly about.” — THOMAS LEHNER
(0:51 Video) Balancing Value: Entrepreneurial Drive vs. Employee Mindset “Contact centers and support organizations have developed a fixation on small things, such as closing cases and providing responses as fast as possible, because this is what managers placed emphasis on. What we should be pursuing is something more profound and abstract but infinitely more valuable to your customer.” — THOMAS LEHNER
(0:46 Video) Mastering Feedback Loops: Effective Customer Insight Management “Support is the eyes and ears of a company because they are in very close contact with customers and partners. Their job is to inform the product organization, managers, marketing, sales, and other departments about any feedback that customers and partners provide.” - THOMAS LEHNER
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