Systemizing the Customer Experience With Damian Kernahan

Damian Kernahan is the CEO of Proto CX, a service design consultancy helping companies improve their customer and employee experiences. As a customer experience consultant, he bridges the gap between customer expectations and service delivery, revolutionizing how businesses interact with their clients. Damian has worked in prototyping services for ventures like the Sydney Metro Project, demonstrating his commitment to creating seamless end-to-end customer journeys.

In this episode:

When asked if they deliver superior customer service, 88% of global businesses said yes. However, only 8% of their customers agreed. This disconnect often occurs when companies don't follow through on the promises they make to their clients. How can you deliver a seamless customer experience at every stage of the journey?

Customer experience driver Damian Kernahan says it's not enough to simply make a promise to a customer. You have to identify and exceed customer expectations to optimize and improve their journey. This involves developing a research process that includes interviewing clients, partners, and staff and compiling customer satisfaction scores, complaint data, and social media reviews. After pinpointing the central problems, expectations, and needs, integrate systems to prioritize and solve them.

In today's Systems Simplified episode, Adi Klevit sits down with Damian Kernahan, the CEO of Proto CX, to discuss optimizing the customer experience. Damian shares the most prevalent issues with traditional customer journeys, the main systems of an end-to-end customer journey, and how he refines the customer experience.