Ep.9 - How to Transform Customer Experience - Ryan Leveille

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Summary

Ryan Levier draws on his experience in customer experience and service design to highlight how building relationships with C-suite executives drives innovation. At Amtrak, he transformed the company’s focus from transportation to hospitality, using data and insights to improve service design and address challenges like train delays.

Ryan emphasizes the importance of empathy, business acumen, and effective communication in fostering change. He explores the concept of "innovation debt" and how learning from past failures can shape future success. By connecting teams and framing key customer and employee moments, Ryan demonstrates how to prioritize what truly matters in the customer journey.

Guest Bio 

With over 15 years of experience representing Fortune 500 companies, Ryan brings a unique approach rooted in servant leadership and a track record of building competitive brands through collaboration with C-Suite executives across roles like Chief Digital Officer, Chief Strategy Officer, Chief Technology Officer, Chief Marketing Officer, and Chief Information Officer.

An expert in experience design, innovation strategy, digital transformation, and athletics, Ryan has shaped world-class B2B, B2B2C, D2C, and eCommerce experiences across sectors like energy, transportation, consumer packaged goods, sports, and nonprofits. By balancing the needs of people, business objectives, and technology's potential, he guides organisations in making innovative strides, fostering adoption, aligning vision, and delivering immediate value to customers.

Through a holistic view of complex challenges in today’s fast-evolving landscape, Ryan brings forward-thinking solutions to enhance operational efficiency and create sustainable growth.

Chapters:

00:00 Introduction to Ryan Levier and His Expertise

02:45 Building C-Suite Relationships for Customer Experience

06:07 Transforming Amtrak: From Transportation to Hospitality

08:54 The Importance of Data and Customer Insights

11:58 Creating a Vision for the Future of Amtrak

15:10 Cross-Functional Collaboration in Innovation

18:04 Understanding Business Language in Customer Experience

21:07 The Role of Empathy and Business Understanding

23:54 Foresight vs. Insight in Strategic Planning

27:02 Communicating Change Effectively

29:59 Implementing Practical Changes at Amtrak

33:45 Understanding Train Delays and Customer Experience

37:20 Connecting Teams for Innovation

41:41 Navigating Innovation Debt

46:06 Learning from Failures

50:58 The Power of Framing in Experience Design

54:12 Micro Moments vs. Moments That Matter

Follow Ryan - ⁠https://www.linkedin.com/in/crleveille/

Follow Jochem - https://www.linkedin.com/in/jochemvanderveer/