Episode 01: Customer Experience w/ Leon Papkoff

In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters.

Episode highlights:

  • Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach.

  • Customer journey mapping needs to incorporate core objectives, points of success, and desired outcomes.

  • Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment.

  • Personas are the key building blocks for mapping to the right audience.

  • Incorporating technology into your program should be balanced with the experience itself.

  • Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.

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Leon Papkoff xx

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How to get in touch: leon.papkoff@thecappm, @LeonPapkoff