Marcos Arias Managing Partner at CX MD on Business Developers Network, May 8, 2019
On-Air Guest BIO:
Why is being Customer-Centric important?
What is Customer-Centric?
Our guest, on the Business Developers Network, Marcos Arias, the Managing Partner & President of CX MD, has over a decade with AT&T as Director of Customer Experience and other senior executive titles.
Marcos told us you can expect competition to match or exceed your company’s products and services, however your company can maintain its leadership position by differentiating itself by being Customer-Centric and providing an excellent Customer Experience.
Marcos strongly believes that Customer Experience is the leading competitive advantage one company can have over their competition and explained how your company can excel by putting your customers first. As an example, Marcos shared a remarkable story for when AT&T identified the onboarding customer process as tedious and taking an hour to complete, they were able to reduce onboarding customer registration from 40 screens to complete to only 7 screens taking 7 minutes.
Marcos is a sought-after Customer Experience Thought Leader and recently spoke at the OPEX Conference for Operational Excellence / Digital Transformation & Customer/Employee Experience held in Amsterdam. Marcos also has the academic & professional credentials to validate his status:
- B.S. in Biomedical Engineering
- Master of Science in Management (MBA)
- Master’s Certificate in Project Management
- Six Sigma Green Belt & Project Management Professional (PMP)
Today Marcos is the Managing Partner/President of CX MD, a company that transforms customer experiences into business success to grow revenues, streamline costs, and retain customers by supporting clients with a holistic, strategic end-to-end view of the customer experience lifecycle.
Show Talking Points:
- Operational Excellence
- Digital Transformation
- Customer/Employee Experience
- Technology implementation
- Popularize basic information
- Southwest Airlines story
- Contact Center
- Quantify
- Resolve consumer personal issues – 1st time & quickly
- Understanding holistics
- Brand / Transactional / Product/Service Focus
- Net Promoter Score – define
- Transactional survey – (define personal)
- Customer Satisfaction survey
- Power – Brand – 3rd Party
- Customer Service Lifecycle
Web Site / Social Media Links:
www.cxmdllc.com
On-Air Guest Linkedin Profile:
https://www.linkedin.com/in/marcosarias
Show Host: Artie Ruderman, CEO
B2B Corporate & Business Development: Driving Business / Generating Value
M 404-557-5516 / ArtieR@IGScorp.net / www.IGScorp.net
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