CX Live! Ep3: Customer Experience w/ Leon Papkoff

Podcast Length: 37 Minutes

Live! Ep3: Customer Experience w/ Leon Papkoff

In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters.

Episode highlights:

  • Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach.

  • Customer journey mapping needs to incorporate core objectives, points of success, and desired outcomes.

  • Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment.

  • Personas are the key building blocks for mapping to the right audience.

  • Incorporating technology into your program should be balanced with the experience itself.

  • Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.

Podcast Transcript

Episode 43: How Multi-Center Programs Achieve World Class – Part I w/ Ellen Barnes Pfiffner

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

Guest Info

Leon Papkoff

CEO & Chief Strategist,

As Founder and Chief Strategist for the CXApp, I bring over 20 years of experience working with Fortune 500 companies to build programs that deliver personalized, interactive experiences to improve business operations.

I believe in developing strategic initiatives for a future rooted in mobile-first experiences that connect people with each other as well as physical spaces and things (IoT) within their day to day environments.