Episode released on: October 23, 2023
Harnessing Human-Centricity to Drive Brand Purpose with DeAnna Avis – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Welcome to the latest episode of the CX Goalkeeper Podcast, where we delve into the ever-evolving landscape of customer experience, transformation, and leadership. Today, we had the immense pleasure of hosting DeAnna Avis, a seasoned CX professional who’s leading the charge in driving customer-centric transformations. DeAnna brings a unique blend of analytical acumen and empathetic leadership, and she currently wears multiple hats as a CX consultant, leadership coach, and business coach.
Our enriching conversation navigated through the labyrinth of lead measures vs lag measures, the pitfalls of fixating on metrics like Net Promoter Score (NPS), and the cardinal role of leadership in cultural transformation. DeAnna also shares her “golden nugget” of wisdom on following one’s energy and passion in their career.
About today’s guest:
DeAnna Avis is a trailblazer in the realms of brand purpose and human-centricity. With a deep focus on harnessing the power of empathy and emotional intelligence, she is a renowned thought leader in customer experience (CX). Her innovative methodologies have redefined the approach to customer engagement, turning satisfied customers into loyal advocates. A charismatic speaker and insightful author, DeAnna Avis offers a transformative perspective on the symbiosis of business success and human value, making her an indispensable guide for today’s CX leaders.
Your brand isn’t what you say it is, it’s what your customers say it is.
DeAnna Avis
Transparency is not just a buzzword; it’s an actionable insight.
DeAnna Avis
To be a transformative leader, you have to be willing to navigate change.
DeAnna Avis
Human-centricity is about crafting experiences, not just transactions.
DeAnna Avis
In business transformation, it’s not about the destination; it’s about the journey and who you become along the way.
DeAnna Avis
Passion fuels purpose, and purpose fuels performance.
DeAnna Avis
The most successful leaders are not just open to change; they actively seek it.
DeAnna Avis
In the digital age, the human element is not obsolete; it’s more
DeAnna Avis
Chapters:
00:00 Start
15:36 Lead Measures vs Lag Measures in CX
18:00 The Role of Leadership in Transformation
19:45 Integrity and Culture in CX Leadership
21:16 Tenacity and Leadership Approach
22:41 The Future of CX and Technology
22:59 How to Contact DeAnna Avis
23:15 Services offered by DeAnna Avis
24:18 Anna’s Golden Nugget
25:26 Closing Remarks
Contact Details:
Golden Nuggets:
- ”Follow your energy and your passion. Because there’s a difference between being good at something and being energized by something.”
Summary of the Episode:
Introduction
In the latest episode of the CX Goalkeeper Podcast, host [Your Name] sits down with DeAnna Avis, a leading expert in human-centric brand purpose. The duo delves into critical topics surrounding business transformation and leadership with a focus on “aligning business strategies with human centricity.”
Follow Your Energy and Passion
“Follow your energy and your passion,” advises DeAnna, emphasizing the necessity of intertwining personal passion and business objectives. She notes that finding the sweet spot between what one excels at and what gives them energy is critical for success. “Look for the intersection of what you’re good at and what gives you energy.”
Brands with Purpose
The conversation then moves to the concept of “brands with purpose.” DeAnna outlines how a brand’s purpose isn’t merely a tagline but rather a commitment to create meaningful connections. She insists that “a purpose-driven brand is a game-changer in today’s market.”
Human-Centric Approach
DeAnna elucidates how adopting a human-centric approach is not just good for business but essential in this era. Companies need to design their services and products with a focus on the customer’s needs and experiences. “You can’t serve everyone,” DeAnna points out. “You have to choose who you’re going to serve and serve them really, really well.”
Navigating Change
Change is inevitable, and how a company navigates through these changes is crucial. “Change is constant, but how we deal with it can make or break a business,” DeAnna observes. She provides practical advice on leading a team through transformation, emphasizing clear communication and transparency.
Conclusion
In a nutshell, the conversation serves as a masterclass in aligning business strategies with human-centric values and goals. DeAnna Avis leaves us with actionable insights into how to incorporate genuine human connection into modern business practices.
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
Keywords:
DeAnna Avis, CX Goalkeeper Podcast, human-centric brand, business transformation, leadership, follow your energy, passion, brands with purpose, purpose-driven brand, human-centric approach, customer needs, customer experience, navigating change, team leadership, business strategies, meaningful connections, aligning goals, clear communication, transparency, actionable insights
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