In this episode of Clued In, Lou is joined by Shawn Nason, CX isn’t enough! Experience Evangelist from Disney Imagineer, Author, Speaker, Podcaster, Entrepreneur at MOFI, Neurodiversity Advocate, and Disruptor League.
Lou and Shawn discuss the need for CX to move beyond a way of thinking or a series of activities within an organization focused on metrics. The goal is to build a system…an Experience Ecosystem that empowers all employees to understand the customer (who they are, what they desire, and more) to create distinct experiential value. Shawn’s viewpoint was shaped by his years as Disney and at Humana during a time in which customer experience was a top priority.
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