DBX 2 – Digital Adaptability

First there’s intention, then there’s action, and then there’s discernment.

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Hosted & Produced by Frank & Kyle

Presented by Acuerdo – The Digital Orchestration Agency

Transcript
Frank Rogers:

there's this Buddhist mindset that says first there's intention and then there's action And then there is discernment it's a circular thing now there's discernment I get re intentioned and now there's action And if you think about that in business it's kind of good to think of things in a circle because we get more into a process mindset and less into an event and destination mindset And that's what's really important if you're going to change culture that is going to be focused on customer experience and customer centricity and that even goes farther That like that goes into the mindset of saying it's more than just customer centricity It's redefining who you serve and getting into right relationship with all you serve Now that's a kind of a squishy thought but if you think about it it is an intention So when you're getting back to the process of like why are we trying to do this You're saying that like if I am in a better relationship with everyone that I serve what kind of level of opportunity have you just created and what kind of level of stickiness have you just created right Where you think about I need to acquire a customer We what do we say We got to get a customer

Kyle Burt:

keep a customer

Frank Rogers:

Keep a customer or if we're going to keep a customer right What does that mean Somewhere along the line we delivered on our they don't want to go somewhere else This is that symbol We set an expectation We delivered on the expectation But think about the tracking of that inside of an organization there's sometimes people will say like well I haven't heard from those people in six months Everything must be just fine Bad assumption bad assumption in 2021 it was bad in 2010 it was bad in 2000 but worse in 2021 because your competitor today is not across street main street It's not across the state It's across the world

Kyle Burt:

But, you know what they say? The bigger you are, the harder you fall. The bigger you are as a company, the harder, the challenge you face to digitally adapt. And what's going to happen. If you don't digitally adapt the Davids out there are going to easily slay the Goliath. Because they grew up in digital, they were born digital. Now, that's not to say you're going to wake up one day and say, we've arrived. We've adapted. It's a constant, it's a constant struggle and a constant battle to continuously adapt.

Frank Rogers:

We've adapted we're there Yeah

Kyle Burt:

that doesn't exist

Frank Rogers:

You're saying that kind of builds on what you what you just mentioned which is like how do you open up a small business You open up a big one and wait like that is perfect That's how you get there And so but the digital adaptability like again You know it it cuts into a lot of different dimensions right You know there's culture there's message um there's channels of delivery Um there are channels of of communication and engagement you know there's things that happen when people are engaged Uh you know if you really look at this like there are a lot of moving parts and I think that's why it's so disruptive Because everybody can nod their head and say yes we need better CX But but then how That's always the

Kyle Burt:

question how everyone nods their head and says yes experiences everything Yes We need to have the best experience for our customers for our partners for our employees nobody disagrees there But where that gets lost in translation is in the integral parts of the business in the technology stack in the process stack in the people stack.

Frank Rogers:

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