In this episode, Jan dives into customer experience (CX) solutions delivery with Chris, a veteran solutions consultant from Zendesk.
Chris shares the journey of his 20+ year career managing pre-sales and implementing technical solutions for customers. Chris discusses his keys to making customers successful, how to balance customer expectations, and how to bring "the roadmap" to the customer in an impactful way. He also shares with Jan his thoughts on the making of great solution consultants, and the unexpected source of inspiration for his own solution consulting work.
Whether you're a CX professional or just curious about the field, this episode offers a blend of practical advice and good humor to shed light on the art of solution consulting in tech.
*Key Takeaways*:
- Future-Proofing Customer Experience (CX):
Chris emphasizes the importance of preparing organizations to meet not only today’s CX demands but also to anticipate needs for the next decade. By identifying and removing barriers, his team aims to equip companies for success far down the road.
- Baby Steps to Business Transformation:
Solutions consulting often starts with singular issues and snowballs into bigger, long-term transformation. Chris stresses the importance of making good on promises to show real results with small step improvements, in order to get buy-in and momentum for larger transformation.
- Always Stay Curious
Whether it's the latest AI buzz, the Zendesk roadmap, or the 30-50 Sci-Fi novels he reads every year, Chris constantly finds inspiration for new ways to solve problems, and for new problems to be solved. Curiosity, Chris underscores, is the key to continuous improvement and fulfillment as a solution consultant.
Our guest, Chris: www.linkedin.com/in/charms1/
About Zendesk: www.zendesk.com/
About Cards Against Complexity: www.nextmatter.com/podcast/cards-against-complexity