The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

What's on your mind? Let CX Passport know...

🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧

[One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!]

CHAPTERS

0:00 Introduction

2:47 What does Illumina do?

5:10 Why is Customer Experience needed in genomics?

7:50 Balancing legacy with innovation in customer experience

10:40 Who are the customers for this industry? 

13:25 How to build great CX in genomics

17:33 1st Class Lounge

23:13 Building a CX program from the ground up

26:07 Listening to the customer in genomics

28:40 Investors are realizing the $ benefits of customer experience

33:20 Contact info and closing

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Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

Episode resources:

Illumina: https://www.illumina.com/

Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/

Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/