Finding Our Way

57: On Being a Chief Experience Officer (ft. Amy Lokey)

47 snips
Apr 13, 2025
Amy Lokey, Chief Experience Officer at ServiceNow, dives into her vital role in unifying product and customer experiences. She discusses innovative approaches to measuring user experience, emphasizing the blend of qualitative and quantitative metrics. Lokey also tackles the transformative impact of AI on design processes, stressing the importance of ethical standards in technology. Additionally, she shares her personal growth journey as a leader, highlighting the dynamic interplay of design, marketing, and human psychology in creating meaningful user interactions.
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INSIGHT

CXO Role

  • A Chief Experience Officer (CXO) leads product and customer experience, focusing on a unified user journey.
  • At ServiceNow, this includes design, research, content, and digital experiences like customer support and learning resources.
INSIGHT

Unified Teams

  • ServiceNow unifies product and customer experience teams, with product content as a foundational element.
  • This structure ensures consistent information across marketing and customer-facing materials, creating a single source of truth.
INSIGHT

Information Strategy

  • Information strategy at ServiceNow involves delivering the right information to customers and managing internal data architecture.
  • This includes naming conventions, product affiliations, and data tagging for tracking customer support issues and product improvements.
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