Episode released on: October 2nd, 2023
Mastering Total Experiences: A Blueprint for Business Success with Ozkan Demir and Orcun Irfan of Pisano – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Hold onto your seats, folks, because this episode is a game-changer! We’re diving deep into the intricate world of Customer Experience (CX), Employee Experience (EX), and the groundbreaking concept of the “Total Experience.”
Meet the Guests: Ozkan Demir & Orcun Irfan
First up, we have Ozkan Demir, CEO of Pisano, a visionary in the CX space who believes in delivering more than just promises. His insights into the Spark Matrix Report and how technology is shaping Voice of Customer programs are nothing short of revolutionary.
Next, we’re joined by Orcun Irfan, an EX maven who’s here to shake up how we view the employee experience. With his unique framework and a golden nugget that you’ll have to hear to believe, Orcun is redefining what it means to be an employee in today’s fast-paced world.
Unlocking the Secrets of Total Experience
But that’s not all! Our esteemed guests also delve into the concept of “Total Experience,” a holistic approach that combines CX and EX to drive business success. This is the future, and you’ll want to hear what these experts have to say about it.
Why You Can’t Afford to Miss This Episode
From eye-opening frameworks to jaw-dropping insights, this episode is packed with information that you simply can’t afford to miss. Whether you’re a CX professional, a senior manager, or just someone looking to improve your organization’s culture, this episode has something for everyone.
So, are you ready to elevate your CX and EX game? Tune in now and let Ozkan and Orcun guide you through the future of customer and employee experiences!
About today’s guest:
“At this scale, at this stage, you don’t hope for anything, you just deliver.”
Ozkan Demir
“We all deserve a better experience at work.”
Orcun Irfan
Chapters:
00:00 – Introduction and Welcome
01:01 – Ozkan Demir’s Introduction
01:21 – Orcun Irfan’s Introduction
02:03 – Setting the Stage: Total Experience
09:06 – Pisano’s Role in CX
10:23 – Employee Experience: The Younger Sister of CX
14:42 – Importance of Employee Lifecycle
16:23 – Practical Tips for CX Professionals
20:57 – Employee Lifecycle and its Impact on CX
22:58 – Culture and People: The Foundation of CX
27:17 – Discussing the Spark Matrix Report
31:17 – Challenges in Implementing Employee Experience Initiatives
37:40 – How C-Levels Can Champion Employee Experience
41:05 – Orcun Irfan’s Golden Nugget
42:36 – How to Contact the Guests
46:58 – Orcun Irfan’s Hope for the Future
48:40 – Ozkan Demir’s Hope for the Future
49:42 – Closing Remarks
Contact Details:
Suggested Links
Homeostasis, Change Fatigue, and Employee Experience
https://www.pisano.com/en/academy/employee-experience-homeostasis-change-fatigue
Homeostasis, Change Fatigue, and Employee Experience
https://www.pisano.com/en/academy/employee-experience-homeostasis-change-fatigue
Voice of Employee and Co-Creation to Cure the Change Fatigue
https://www.pisano.com/en/academy/voice-of-employee-and-co-creation?hs_preview=LvxSxGjz-96784283815
5f(x) Model in Employee Experience
https://www.pisano.com/en/academy/5fx-model-in-employee-experience
Introduction to EX: What is Employee Experience and Why is it Important?https://www.pisano.com/en/academy/what-is-employee-experience
Everything You Need to Know about Digital Employee Experience (DEX)
https://www.pisano.com/en/academy/digital-employee-experience
Employee Experience Adoption: How to Integrate Corporate Governance of EX
https://www.pisano.com/en/academy/employee-experience-adoption
How to Design the Employee Experience
https://www.pisano.com/en/academy/design-employee-experience
The Role of Positive Psychology and Psychological Safety in Employee Experience
https://www.pisano.com/en/academy/positive-psychology-and-psychological-safety-in-employee-experience
5F(x) EX Framework
Organizational EX Transformation Model
SPARK Matri – Voice of The Customer Platform Q3, 2023
Golden Nuggets:
“An average person works 90,000 hours in his or her lifetime, the only activity that we do more than this is sleeping. So we all deserve a better experience at work. Now, you cannot learn what a good experience looks like, by reading it from a book or by reading it from a user’s manual. So if you need your employees to deliver great customer experiences, you first need to have them experience it, they first need to live through it so that they can say all now I understand what you mean. So that they can go over and above their job descriptions, to make the customer smile, and then leave your premises with the ‘I will come back’ mentality. That’s why employee experience is the other side of the coin. If you’re leading the way for a great customer experience, Richard Branson was right. And please remember what he said, you know, you take care of for employees, and they they’ll take care of your business as simple as that.”
Orcun Irfan
Summary of the Episode:
Introduction: Setting the Stage
In the latest episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a riveting discussion with Ozkan Demir and Orcun Irfan from Pisano. The conversation is a deep dive into the critical realms of customer experience (CX) and employee experience (EX), exploring how these two facets are interlinked and essential for business success.
The Pisano Perspective: “We Will Keep Delivering”
Ozkan Demir sheds light on Pisano’s role in shaping customer experiences. He proudly mentions how Pisano has been named a leader in the Spark Matrix report. Demir emphasizes, “We’ll deliver. You know, we’ll deliver Pisano with technology like a customer-driven organization, and we will keep delivering.” This statement underscores Pisano’s commitment to excellence and innovation in the CX space.
Employee Experience: The Unsung Hero
Orcun Irfan brings attention to the often-overlooked aspect of employee experience. He describes EX as the “younger sister” of CX—equally important but less frequently discussed. “Employee experience is a very young discipline. And it is yet to be discovered, it’s a vast ocean,” says Irfan. This quote highlights the untapped potential and the need for more focus on EX.
Orcun’s Framework for EX
Irfan introduces his own framework for employee experience, emphasizing the importance of culture shift, structural adaptation, and systemic change. He mentions that he had to come up with his own organizational adoption and governance model, which he describes as a pyramid model, to address the unique challenges in the EX domain.
The Golden Nuggets: “We All Deserve a Better Experience at Work”
Orcun Irfan shares his “Golden Nugget,” stating, “An average person works 90,000 hours in his or her lifetime… So we all deserve a better experience at work.” He emphasizes that employees must first experience good work conditions to deliver excellent customer service. This insight serves as a call to action for businesses to invest more in their employees.
The Future: “You Don’t Hope for Anything, You Just Deliver”
When asked about his hopes for the future, Ozkan Demir is unequivocal: “At this scale, at this stage, you don’t hope for anything, you just deliver.” He expresses confidence that Pisano will continue to be a game-changer in both the customer and employee experience sectors.
Conclusion: A Holistic Approach to CX and EX
The interview concludes with both guests sharing their contact details, primarily through LinkedIn and the Pisano website. The overarching message is clear: both customer and employee experiences are integral to business success, and Pisano aims to be at the forefront of this evolution.
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