Episode released on: 3. July 2023
Building Engaging Communities with Nate Brown – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
The CX Goalkeeper had the great opportunity to interview Nate Brown
LinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX Accelerator
Highlights:
00:00 Game Start
01:26 Nate’s Introduction
03:52 Nate’s Values
05:42 CX accelerator
09:02 Here for real
10:54 Biggest Learnings
14:03 The role of communities
17:31 The role of communities in relation to CX
24:55 Nurturing communities
29:52 Strengthening communities
33:38 The Future
36:03 Book suggestion
37:55 Golden Nugget
and much more
Nate’s Contact Details:
- https://www.linkedin.com/in/cxaccelerator/
- https://www.cxaccelerator.com/
- https://twitter.com/CXAccelerator
- https://www.arise.com/
His book suggestion:
- Radical Candor by Kim Scott
Nate’s Golden Nuggets:
- Greg, I believe the stakes are higher now than they’ve ever been, and this realization came to me through the US Surgeon General Report on the epidemic of loneliness. As CX leaders, we have a crucial role as community builders. It is our responsibility to nurture a sense of community within our organization, centered around our meaningful brand purpose. By doing so, we earn the privilege of inviting our customers to co-create with us. No one possesses the mentality and skills to accomplish this as effectively as we do as CX leaders. My conviction in this matter is strong, and I hope you share the same conviction. The importance of this work cannot be overstated—it is too vital to fail. Therefore, let us continue the fight, persist in our experiments, and seek inspiration from the exceptional individuals around us. Engaging with the CX community outside the confines of our own organization will also prove invaluable. By doing these things, we will achieve remarkable accomplishments.
As CX leaders, we have a vital role in building communities and involving customers in co-creation. Let’s embrace our brand purpose, fight for success, and engage with the CX community. This work is too important to fail. @CXAccelerator on the CX Goalkeeper Podcast
Tweet
#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast
 |  |  | ||
 |  |  |
What did we discuss?
Gregorio Uglioni
Ladies and gentleman, welcome to the CX goalkeeper podcast your host, Greg will have smart discussions with friends, experts and thought leaders on customer experience transformation, and leadership. Please follow this podcast on your preferred platform. I’m sure you will enjoy the next episode with the guest I selected for you.
Ladies and gentleman tonight. It’s really a big, big pleasure because a fantastic guy together with me, Nate Brown. Hi Nate, how are you?
Nate Brown
Hello, Greg, it’s a great pleasure to be back here on the goalkeeper podcast. Thank you so much for inviting me back. I’m thrilled to be here.
Gregorio Uglioni
Roughly after 100 episodes, you join back. And I want to say really, thank you very much. Because now for me, it’s easier to get the big names on my podcast because people noticed that but you You accepted my invitation when I would say let’s say, let’s really be real when my mother and perhaps my wife listen to the podcast, and some friends and and then you accept it to to to that. And Joke aside, my wife is not listening to my podcast, therefore was only my mother.
Nate Brown
Well, I sure loved your vision for this in the early days, Greg, you’ve always been just a good authentic member of this community. So it was an honor, then and it’s an honor now.
Gregorio Uglioni
And I say same thing, because it’s an honor for me to have you back on the CX goalkeeper podcast. And also for for the audience. Nate Brown is really a great guy, I am following him since yours is sharing, right really golden nuggets. And it’s not only about how much he knows about this stuff, and all the stuff around customer experience. But it’s really a genuine guy, sharing his stories sharing also his private life. I really like what you’re doing. Therefore, let’s really kick off this discussion, we are going to discuss about communities, you have a great community, you created a great community CX accelerator. But before we deep dive in the communities topic, Nate, could you please share two or three topics and that to introduce yourself?
Nate Brown
Yeah, sure. My name is Nate and I’ve been a student of customer experience work for the past 15 years, came up through customer service was helping folks on a learning management system and taking like 100 tickets a day as a customer service rep and love that work, you know, loved helping keep people safe on the job. It Underwriters Laboratories there and eventually took ownership of that team and, and started to really think about, wow, how can we go upstream and resolve some of this friction, so everything doesn’t become a service ticket. And, and the word I was looking for was customer experience. And once I found it, I was jumping in with both feet. And it’s just the best, most fascinating work that I’ve ever seen. It’s so wonderfully complex in its artistic and scientific nature. It’s so left brain and right brain. But ultimately, what I love to say that we’re doing Greg in this work is just making people’s lives better and easier. And I’ve been about that ever since I was a kid in that in that servant hearted way. I just love that. We get to make that that promise reel in in this work and also grow organizations in that way. I mean, it’s the right thing to do for people. It’s the right thing to do for the business. More personally, I live in Nashville, Tennessee, I’ve got two kiddos here, love pickleball love Disc Golf, as I think we might talk about a little bit, Greg, since there’s such vibrant communities around those sports. But it’s a really cool lifestyle out here in Middle Tennessee, we’re doing a little hobby farm with some chickens and gardens and things. And I did have some bees, but unfortunately, my bees are dead. But I hope to learn a little more about that and do a better job as a beekeeper. But I definitely enjoy living out here and solving those CX problems from my home office.
Gregorio Uglioni
I really enjoyed it and people that follows you that sees that you have several passions. And one thing that you mentioned and I remember that I didn’t check that but it’s something that I remember since the last time I interviewed you is you said you’re a learner, you’re always learning and the golden nugget that you shared the last time was the learning and and that’s was really fantastic. I will never forget that. And you shared also great insights. When people are reading books they need they should take notes and create all this information, keep this information to leverage them that was the last time was what you shared and please really that’s something that I remember based on the discussion not checking what we exactly discussed, because it was an outstanding way out you explained that and you already shared practical your purpose but on based on that. I always ask which values drives you in life?
Nate Brown
Which which values I’m definitely huge on integrity. If there’s no trust there. There’s no relationship there. It’s just, if you want to build a real partnership, whether that’s in life or in business, that foundation of integrity and trust, is where it begins in my mind. So that’s definitely a huge value for me in my work in life. Beyond that, it’s just curiosity and excitement. I mean, I want you to be smiling, after you’ve had a conversation with me, I want you to be curious about something, maybe maybe that I’ve developed some energy around, or whether it’s pickleball, or customer experience, or whatever that may be, I would like for you to walk away from a conversation with me with a smile on your face. It’s something that you’re planning to Google later, what would be my goal?
Gregorio Uglioni
Thank you very much. I really like these values. And that’s the reality. Also seeing how you are in your, in your private life, what you’re saying through social media. It’s really great. Let’s, let’s start discussing about communities. Why I selected this topic, I shared that in the pre discussion with you for for the audience, basically, nowadays, and you said, integrity and trust our foundation, not only for in family, but also in business. And we base our decision to buy something on people we don’t know, because we read Amazon reviews, we read the reviews of the books from other people, and then we select okay, let’s read this and that. And therefore, I decided also, based on on what I learned during the last 120 episodes to speak about communities, and you have one create one great community CX accelerator for the people who don’t know about it. Could you please quickly share what what is Cx accelerator?
Nate Brown
Yeah, CX accelerator. It’s a nonprofit, digital community that was established in 2017. And at that time, it was meant to just be a gift to the CX world to help equip and admonish young CX professionals on their career journey as they get started. And I’m pleased to say that six years later, that’s still exactly what it is it does. And it’s really, it’s really meant to be that equipping point, that starting point especially, but for anybody along their CX career, whether you’re a 20 year industry veteran or not, you’re gonna find somebody in there with an interesting new perspective, somebody that’s there to just inspire you or give you that little bit of energy to help you with that burnout that’s always there at the door ready to creep in. This is work that is absolutely best done in community even more so than some other types of work. You know, we give we give we serve, you know, that output of emotion and competence and information we give, give, give, having a community to invest back in the US is so essential. And and there’s there’s multiple layers to this community conversation, which I know we’re gonna get into Greg. But as far as why CX accelerator got started, it was as simple as that. We just want to help CX professionals along on their career journey. And is that equipping is that encouragement, it’s that connection. And, and that’s what it is, and does. So it’s been a fun ride. You know, we’ve got upwards of 4000, folks, but it definitely is not about that number at all. It’s, it’s just the quality of the interaction in there, our ability to add value, and to help those folks that, that find us along their journey. And it has helped a lot of people with with their, with their CX career and accelerating through hurdles, finding a great new connection, that becomes a partnership that alters the trajectory of their career, story after story of those things happening. So it’s very, very exciting work. It’s a labor of love, for sure. You know, it’s, it’s always it’s never been my day job, so to speak. It’s always been that that thing that I’ve done with an incredible group of volunteers, that they care about it as much as I do. So a huge thank you to Jenny Dempsey and Justin Robbins, and in Jeremy Walken, and so many others that have have also had that same conviction, and have invested so much into that labor of love to build it up over these years that is sure appreciated,
Gregorio Uglioni
great people together a creative founding such such a community. But at the end, it’s really successful one you said roughly 4000 people joined in the last in the last few years, I see a lot of communities popping up and then disappearing after a few weeks after a few months or a few years. And the exit accelerator is there since since a while without sharing any secret from from CX accelerator. But from your point of view, why is still existing and why is increasing, growing and growing and growing, compared to a lot of communities that pop up and then disappears?
Nate Brown
Oh, there’s no secret there’s because we’re for real, and we were meant to to equip CX professionals and that is the end of the sentence. It’s not to do that and then bait and switch you to make money in some other way. So many of these communities follow a model of Let’s collect people under this meaningful mission statement and as soon as we get enough If investment in the community from from a standpoint of emotional investment and people, let’s let’s turn around and do a paid event, or let’s enter a subscription model, or some other way to ultimately try to, and not all of those are bad, you know, that you got to find some vehicle to feel the mission of the community. So it’s just a matter of where your heart is, as a community, are you? Are you doing it to really feel the mission of the community and bring it forward and accomplish the mission better and faster? Or are you using and abusing the community to try to make a short term dollar. And that’s what unfortunately, what the vast majority of community seem to do is, is shortcut to that that bottom line. And that’s why the communities disappear. So the ones that are there that have been there that are doing meaningful things that are adding value, you know, that for those communities, their heart is in the right place.
Gregorio Uglioni
And that’s clear. And from, from your point of view, also being founder, but also member, what are the biggest learnings that you gained throughout the the the last two years in CX accelerator?
Nate Brown
What a great question, Greg. And I mean, there’s so many things that I’ve learned over the six years as a community cultivator, and I am not a great one. I think that’s the first ID status lesson that I’ve learned is how quickly I needed to bring others in, that were more geared towards this patient, community cultivation than I am I, I am impatient, I want things to happen very quickly. And oftentimes, I I don’t understand why why folks aren’t engaging when we put something out there and don’t understand the long term effects that have to be in place in order to, to really generate the value. So that has been certainly a lesson is you can’t force this, and you have to be incredibly patient just like in the work of CX. But another thing you know, just from a philosophical and heart perspective, I originally started the community in a very selfish headspace, where it was like, Hey, I don’t I don’t have a community. I’m a fledgling young CX leader. And I feel I feel the pressures of my organization, I feel like I’m burning out. And I was having trouble finding that inspiration and that digital extension, where I could be with like minded people, and get over the hump that I was in, in my career. So it kind of started in that in that selfish headspace. But then, goodness, it’s just amazing when when you have something there, that starts to really help others, to accomplish their career objectives, and to make connections that you didn’t even expect. One of the most fascinating things is how many people use the community just to collaborate as industry peers in the form of direct messaging. And we started to see this in the analytics of our community. And one of the community leaders kind of raised the flag, it’s like, hey, is this a problem, because we’re not getting any, any public value from this. And together, we’re like, this is awesome. Like we, we have this this wonderful collaboration point of just people that are out there in the CX space worldwide, who are who are instant messaging each other’s behind the scene using the power of slack, and collaborating in all these different ways. So that’s wonderful. So embracing that was a critical moment for us. And that’s kind of spilled over into the ethos of what we do ever since we’re not worried about getting credit. We’re not worried about growing that number, or growing our influence, necessarily, what we’re worried about, is, are we are we helping those that are here? Are we adding value to them? Are we doing good things that are consistent with our mantra in our mission, and that focus over time has, I wasn’t always there, our team wasn’t always there. But we kind of got there together and really saw the fruit of that. And it’s been really exciting for all of us to kind of mature and evolve in that way.
Gregorio Uglioni
And what you’re saying, because I’m also part of this of these communities, I what I see is the quality of the of the discussion, the people start creating relationship, and we’re back to your to your value, values, integrity and trust. And this is what something also brings me to think about, I trust more the people that are in a similar community because we are similar and we can start exchanging and what you’re saying, which is direct messages the first time it is appropriate to discuss with somebody and then I write back and then for a few weeks, nothing happens. And then ask again a question and the same person answer to that. And then you start creating a bill and building a relationship. And the quality of the discussion is increasing and increasing. And I think this is the power of this community creating trust, and you are part of several communities from a support point of view. And from a CX point of view. Could you please share also your experiences With this community as a member, and not perhaps only as a founder,
Nate Brown
yeah, so I do really love. There’s two sporting communities that I’ve learned a lot from and gained a lot of inspiration from both the disc golf and the pickleball. Community. And I’ll use the pickleball community as I went through and got a certification as an instructor. And so I’ve been using that to teach new pickleball players. And there’s no shortage of those because it’s the fastest growing sport in America right now. So it’s really fun to invite people into the sport. And what makes it so fun, is how easy it is to bring people in and have a dynamic shared social experience. You’ve got this set of terms that are fun and strange, like the kitchen and dinking. And you know, the ATP and body bags, and you know, all these funny shots that you can hit in pickleball. And so it develops that curiosity of oh, what do you mean by that, and, and then by the end of the day, the first day you play, you’ve got this new set of language that’s fun, and kind of gives you a sense of identity with these new friends that you made. And it’s so easy to jump in, and just learn and have fun. So the inclusivity of the sport, very logistically, the sport itself kind of neutralizes people of different skill levels with what’s called the non volley zone. So it doesn’t matter if you can come in there. And if you’re a tennis player that can hit the ball 200 miles per hour, it doesn’t really matter if the other person knows how to place the ball. So you can have this this 80 year old lady who can dismantle and pick apart that 25 year old beefed up tennis player, just with a little knowledge of the sport. So it’s very neutralizing in that way. And people of all generations and all different body types and different things, they can go out there and have fun together. And so it’s just a beautiful picture of what our workplace could and should and would be. And using that sense of curiosity, that fun language, and that immediate, you know, just dopamine and serotonin that enters into the equation of having this fun, dynamic shared social experience in the physical sense, but also the psychological sense, the identity that you get of being a pickleball player, now, I play pickleball. That’s what I am. That’s, that’s who I am now. And so often we forget those very dynamics in our own companies. You know, that idea of I work for this organization, in the pride, the excitement that you should get from that. Sometimes we just lose track of it.
Gregorio Uglioni
I think what you’re saying it’s exactly what I’m feeling with another sport, you see, on my background, but it’s the feeling of being something like part of a family being proud of being defend of these companies, this team. And that’s exactly the same, the same in companies from from an employer, employee point of view. And what I really like, and it’s only elaborating on what you said, if we start thinking always in generation, that why and and all these millennials, it doesn’t work, because you said the 80 years old lady, or 70 years old lady is playing with the 24 years old guy. And this is the personas that wants to have this experience and going through an experience because they have shared value shared purposes, and they feel part of this community. And now, it’s really came out thanks to what you’re saying the strength and the importance of the communities. I know, on podcasts, we should never ask question yes or no, but I asked this question, because I am quite sure that you say yes, but or Yes. And, and, and, and there. My question to you is, Would you like more to get the recommendation from somebody playing the same sport that you are doing to buy clothes or something different? Or to somebody you don’t know?
Nate Brown
Oh, goodness, well Well, I don’t know if you saw Greg. But I mean, just last week in America, our US Central Surgeon General released a special report called the epidemic of loneliness, and really broke out the critical impact on our society, of how isolated people have become. I mean, it is it is truly terrifying, what it is doing to our mentality and to our physical health, that the disconnection that is that has occurred within our society. And and our workplaces have a tremendous opportunity to positively respond, and to help to bring some of that positive identity back into this equation, both from an employee. And from a customer relationship perspective, we get a lot of identity from the brands that we do business with, and that we love that we’re loyal to. So I mean, there’s a tremendous implication here as we think about the sense of community, and our response, our obligation as CX professionals to be community cultivators. And it’s never been more important than it is now. And I believe I don’t want to over over speak here. But I believe that Worldwide, there are similar studies that are being conducted that are showing that that mentality of isolation, being overly prevalent now and being accelerated in terms of how much it’s gaining speed. So the urgency is there folks, in terms of the CX professionals of the world to unite and really embrace this idea of community. So what does that look like? Practically? Well, community, the first community is what Patrick Lencioni talks about with the team of one, it is your senior leadership team in the organization. And if there’s not a culture of edification, if there’s not a culture of respect, and if there’s not a culture of we care about this organization, more than we care about our individual legacies and pocketbooks, then you don’t have a community on which to build. Because that that original group right there, that senior leadership team, is the foundation of the next community. And I don’t know if you’ve read or seen tribal leadership, but it talks about the five stages of cultures are groups of functional units inside of organizations, we’re trying to go from a level one tribe, life sucks up to a level tribe, level five tribe of life is great. And I love the people that I work with. And I have a great sense of pride in what we’re accomplishing together, that that level five tribe is going to come from an effective in unified senior leadership team, a good team of one. So that’s community one. And community two is that group of passionate authentic ambassadors that you have developed inside the organization. Now it’s community three, and this is where the CX professional gets to come alive even more. And that’s inviting your customers in to a community mechanism. To fulfill your brand promise with you to co create, it’s not enough now just to serve the customer, here’s the thing go away. The customer is looking for more than that they’re looking for more of a relationship to us as a brand as an organization. For most of us, I’m not going to say this is the case for every business every vertical. But the implications are huge for a most of us in terms of our enterprise organizations, and the way that we serve our customers in our communities. Think about what that brand core is, think about what that the internal community is, and how you can start to invite your customers to co create with you and fulfill your brand promise together even better and even faster, have the courage to have customers collaborating with one another, relevant to your brand core, the thing that you do as a business, but you’re courageously offering that up, creating the guide rails creating the digital mechanism in which your customers can collaborate, providing a culture around that to make sure that people are respecting one another and demonstrating the ethos that you want for as an organization. But but having the courage to do that, and how much smarter you get, how much your voice of customer capability is amplified with this incredible raw, authentic feedback that you’re getting through that collaboration with your customers. I mean, community, as Mark Schaefer would say, is the future of marketing. But I believe it’s more than that. It’s the future of customer experience as well. And if you look at his book belonging to the brand, it is so compelling, the case studies that he lays out of brands that are now leading with that community function inviting their customers in courageously, because they’ve earned the right with their internal community. They’re doing things that we never dreamed possible from a CX perspective. So it’s a new era, Greg, it’s a new era for us in this in the work of CX because of where we are as a society, the hunger that people have for this sense of identity, this need for community and our ability as a brand to offer it.
Gregorio Uglioni
I think what you’re saying it’s extremely mind blowing, but It’s also logical because people human beings want to be together. That’s our nature. But everybody nowadays is only like that on the phone watching on the phone, it’s feeling lonely. And therefore, this is the big need to be together. And then you try to find people that have the same values to tarot and doing the same things playing the same sports. And based on that you can then grow and do more stuff together. And what you said re reality, it’s really reality I’m I have a corporate job, I’m working in a hospital. And I’m responsible for the digital transformation. And we started interview interviewing patients. And we, in the first phase in the understand phase of a project, not as enacted as testing at the end for a new solution. And we started interviewing them. And it’s reality. One day, after we did our interviews, one lady wrote to ask Thank you very much a patient, thank you very much that I’m allowed to participate, to co create together with you. It means they that’s amazing. And this is from an emotional point of view, extremely impact impactful on the team, the team was amazed about these emails, and net speak perhaps also, with the people or with the audience more based on facts and data, this this, this patient’s this, this customer working together with you are free of charge consultants, helping you trying to find the best way to solve their issues. And I think that’s, that’s, that’s really, as you said, a new era, you mentioned, two books that I’m going to read, thank you very much for sharing them. Because that’s that’s the way to go. And let’s say we are creating or we should create this community, do you also have some inside out to nurture these, these communities.
Nate Brown
It just takes it just takes so much time. I mean, there’s a lot of skills that are there as a community moderator and I went through a community roundtable certification, props to Community Roundtable for the great content that you’ve been putting out there for a couple decades now. Great organization, I just knocked my water over. They’ve been cultivating community around community moderators for a long time and doing a great job of it. But you know, some of the things that I learned going through that process of I mean, you’re inviting the right people in, at first, to start to create the kind of ethos and culture that you want in the community. In other words, you’re not just inviting everybody in at the beginning. And hoping that something sticks to the wall, that’s going to lead to the outcomes that you’re looking for, you’re cultivating very selectively you get you get that sense of exclusive and exclusive CISM darnit, you know, the word I’m looking for, but you’re trying to get the right people there in those first critical months to create that community and give you some time to set up the guide rails, culturally and otherwise, about how those interactions are going to look and the things that you’re going to be doing together to co create inside that community. Then you move forward with a little bit of back channeling. And you start to award like, what do you call it status inside your community, for those that are engaged for those that are participating? For those that care about your community mission. And they’re, they’re engaged alongside you. You’re offering some status to those individuals and endorsing them and saying, We so appreciate what you’re doing inside of our community. And we’re going to give you this responsibility or give you this privilege or invite you to this conference or give you this digital cryptocurrency or something, you know, some marker there that identifies their status as an engaged and helpful community member, then you can start to open up this volunteer army that scales up and scales out, you start to equip those channel leaders to be able to create the interactions in specific threads and areas that you want them to do without you as the community moderator having to be present in every single one of those interactions and threads and different things. It’s not scalable. So it’s bringing the right people in quickly endorsing them as leaders inside the community, and then starting to equip them and helping to backchannel certain things to happen. So that you can scale up and amplify your impact inside of that community. Those are a couple techniques. We could go on a long time here. But But long story short, there is a science to community moderation. And it takes a long time. You got to be very patient and very intentional about it in order to make that that community value to the folks that are there.
Gregorio Uglioni
I’m super sorry, Nate, because you now indirectly told me that I need to invite you again to the podcast because you we have another topic to discuss on the next podcast on the next episode. That’s right, sorry.
Nate Brown
I forgive you.
Gregorio Uglioni
I think that what you’re saying it’s really it’s really brilliant. And coming back to what we started discussing about CX Accellerator Do you have specific future plans to strengthen, strengthen this community based on all what you’re saying,
Nate Brown
we’re going to amplify our equipping efforts, we want to do more there. So I’m just about to release this brilliant resource that Sally Mildred is hosting for us, called Bring your own chair, which is a new vlog a new, I guess you could kind of call it a podcast, but just a new community equipping resource that’s all about the CX professional, and navigating their career journey on some really sticky and sensitive and tough stuff, just those raw conversations around how we can deal in those moments where, where the work gets really hard, really difficult. And, and Sally is so good at navigating those moments and navigating those conversations. So that’s one equipping thing. Jenny has done a brilliant job with our mentorship program. And we’re gonna just continue to expand that I have a vision for learning cohorts, where we’ve got learning paths that are centric around people that are in different stages of their CX career and have different objectives. And to start to provide some, some training. And we’ve got all these amazing trainers in the community with all this great digital content, to start to organize some of that inside of a learning management system. And give them some of that that online type of training, but then supplement that with some great classroom based training as well, some great in person cohort training, here, here’s a group of 15, you’re locked in with this group for the next three months, you’re all looking to accomplish the same objective, as you accelerate your CX career work together to do that. And I was a part of one of those cohorts inside of UL, and it was incredible, it was life changing for me. So I would love to take some of the power of that cohort program, and bring that into the community, I think that would be so much value there for our members. So these are the things that we’re dreaming about, Greg, you know, right now we’re just a small mighty force of volunteers. The goal is to is to be able to, you know, get our true nonprofit tax exempt status, so that we can start to take in, you know, a little bit of funding, you know, some some kind donations, that will allow us to accelerate our mission with with a couple part time, actually paid people that can do some of the things that is really hard to do with volunteer management, that will just allow us to take take everything to the next level. So that’s really the vision for it, we’re establishing that nonprofit board. But it’s a really fun and exciting time. Right now. It’s been a long time coming, I have been the bottleneck. But you know, I’m still proud of it. I beat myself up a lot in terms of how held back it’s been because of my own bandwidth. But with the kind amazing people that have been helping me out, including my father, Dan Brown, and the in the people aforementioned, and, of course, Sally Mildred, and Matt Lyles, and others, we are we are getting over a major hump right now. And you’re going to see a brand new CX accelerator that’s going to be better than it’s ever been.
Gregorio Uglioni
And we’re looking, we’re very much looking forward to this to see it. And I’m super happy to support and amplifying the message. And therefore we are recording therefore, it’s something that all the audience will listen, please share all the links with me, I will share them with with the audience because I think that’s something that will bring us as a CX CX community much further and will help us to grow all together and therefore my commitment to support to support the community to amplify amplify the message.
Nate Brown
very kindly. Great, thank
Gregorio Uglioni
you. We are coming to the end. But I still have a few questions for you. I know that time is also also the always the difficult thing when two people are extremely passionate about what’s more, they are discussing about now we are in 10 years from now, you are back on the CX goalkeeper podcast, perhaps for the 10th time or for the 50 times. Yeah. And, and and what we were discussing about?
Nate Brown
Well, I’ve been certainly we had we’ve had a lot of AI resurgence here in terms of just incredible new new technologies as as CX professionals, Jonathan shore introduced me to this thought in this metaphor, around Jarvis in Iron Man, and in that way that Jarvis is this, this native guide to Iron Man, kind of that HUD concept of, I’m here in your head, I’m going to help you navigate your journey as a customer. And, you know, different brands being able to interface into that that Jarvis type mechanism. But then I’ve really been thinking about if you really think who the guide is for Ironman, it’s not Jarvis, it’s pepper. It’s Pepper Potts, and just the incredible role that pepper plays in terms of being Iron Man’s conscience in answering the why of the what he’s doing. And so the combination of Jarvis and pepper To me to form the perfect guide that enables Iron Man to quite literally save the universe. That I think that’s where CX professionals need to be thinking and we’ll be thinking in 10 years is how can we create that perfect guide scenario, to where we can bring the customer, we can bring Iron Man who is the hero of this journey, we can bring them to their definition of success in a way that we would have never thought possible. And we do that through enhanced relationship, the pepper part. And we do that through these incredible new technologies that we have available to us, the Jarvis so that the combination thereof is just remarkably exciting.
Gregorio Uglioni
Looking forward to discuss that with you, perhaps in the metaverse.
Nate Brown
Ooh, yes, I do have an Oculus, too. And I love playing walkabout mini golf. So anytime you want to play mini golf in the metaverse, I’m there for you.
Gregorio Uglioni
Thank you very much. And now I know which is the expensive electronic device that you bought.
Nate Brown
That was not the one recommended to me by by pickleball friend., but yes, it could have been.
Gregorio Uglioni
Exactly. And we are coming to an end to an end of this game. And in the extra time in the last few last few minutes, I still have to question for you. Is there a book that you would like to suggest to the audience that helped you during your career or during your personal life,
Nate Brown
I already said blogging to the bread so I don’t get to do that. So I’m going to grab the book next to me. And it is radical, radical candor by Kim Scott, this has been such a helpful resource for me, as I become a better coach and a better mentor, that idea of care care deeply, but challenged very personally, you can’t challenge somebody if they don’t trust you if you’ve not earned the right with Him in that relationship with them, to be able to challenge them. So you know, I’m just just working hard on that idea of how do I earn the right with my peers with with the people that I work with, so that I can be a more effective mentor and coach and just a more effective peer, to where I can challenge in a really good, helpful way. And to have earned the right to have done that. As mentioned before, Greg, I’m an impatient person. And I have a tendency to jump over, having earned the right in that relationship. And still I’m trying to challenge and I’m dropping out bombs and doing different things when when maybe what I need to be doing is listening and being more patient. So radical candor has has helped me greatly in that.
Gregorio Uglioni
That’s, that’s great. Thank you very much for the suggestion. What’s the best way to contact you? Yeah,
Nate Brown
CX accelerator.com, hop over there, you’ll you won’t take long to find me on that path and to join the community. So we’d love to hear from you there on Twitter at CX accelerator on LinkedIn, just put in Nate Brown, and I finally start to pop up. Yeah, and then arise as well. arise.com. And you can find me there in brown@arise.com is my email. So we’d love to hear from you. If you want to brainstorm on any any CX related topics, I’m here for you.
Gregorio Uglioni
Thank you very much. And for the audience, you will find everything in the show notes. Now we are coming to the last question is needs golden nugget. It’s something that we discussed or something new to leave to the audience. Yeah,
Nate Brown
I mean, I think you know, right now, I’m just so convicted on this idea of this work is too important to fail. I mean, the stakes are higher to me, Greg than they’ve ever been. And that was revealed to me in this US Surgeon General Report around the epidemic of loneliness. We, as CX leaders are community builders, we have an obligation to foster that community inside our organization around our meaningful brand purpose, and then earn that right to invite our customers in and CO-create them. Nobody has the mentality or skills to do that as well, as we do as CX leaders. So the conviction for me is there, I hope it is for you as well, this work is too important to fail. So keep fighting, keep experimenting, stay inspired with with great people around you, engage in the CX community, beyond the walls of your own organization. And you’ll do great things.
Gregorio Uglioni
I love what you’re saying. And there is this quote, people follow people, but I always add people help people, and therefore we are in a people business. The only thing that I can say, Nate, thank you very much for your time. Please stay with me to the audience. It’s everything. It was an outstanding discussion. Having back Nate brown on the CX goalkeeper podcast. Thank you very much. Please join the CX accelerator. It’s a great community, you will find a lot of great people like Nate. And as user will have feedback please let us know what you think. Thank you very much, Nate.
Nate Brown
Thanks, everybody.
Gregorio Uglioni
Bye bye. If you enjoyed this episode, please share the word of mouth. Subscribe it, share it until the next episode. Please don’t forget, we are not in a b2b or b2c business. You’re in a human to human environment. Thank you
⚽️⭐️⭐️⭐️⭐️⭐️ The CX Goalkeeper Podcast ⭐️⭐️⭐️⭐️⭐️⚽️
👍 Do you like it?
Please tell 3 friends, colleagues or family members about the CX Goalkeeper Podcast. Only with your support I can continue share amazing discussions!
PLEASE 🙏 don’t forget to ✅ follow my podcast
- Please rate it (Spotify) & review it (Apple Podcast)
THANK YOU – Your feedback is always welcome, please DM me!
Create amazing audios and videos with Headliner, please use this referral link
Need help taking notes and transcribing audio? Get Otter with 1-month FREE Pro Lite by signing up here. Please use my referral link:
How to create a new webpage? it’s super easy with WordPress! Please use my referral link:
Leverage the power of StreamYard – to stream you discussion on all social media including LinkedIn
THANK YOU SO MUCH! STAY TUNED FOR THE NEXT EPISODE!
THE CX GOALKEEPER 