In this insightful 30-minute episode of The Green Room, hosts Jon and Scott sit down with CX veteran and author Sean Albertson to challenge the crisis at the heart of customer experience.
Sean, with 25+ years of operational and consulting expertise, argues that the “Noun of CX” (the score, the survey, the department) is failing, and companies must refocus on the active, human “Verb of CX”—the customer’s actual experience.
This conversation is essential viewing for any leader focused on driving sustainable business value by aligning CX with true operational execution.
What We Dive Into:
- The 95% Failure Rate: Why most leaders are chasing “shiny object” AI solutions that fail to deliver expected ROI.
- The Noun vs. Verb Crisis: Why focusing on a generic score is killing customer loyalty and how to connect metrics to real business action.
- Journey Mapping Resurgence: How to use intentional journey design to break down organizational silos and eliminate the hidden “rocks” that frustrate customers.
- The Human Element: The powerful role of emotion and bringing employee experience to the forefront to fund crucial fixes.