Ep. 34: Reaching Customer Experience Through Employee Experience with Ryan Hart
Featuring guest
Ryan Hart
We welcomed Ryan Hart, who leads innovation teams at the intersection of experience design, brand, and digital for international markets at PwC in Tokyo. Our conversation explored core customer experience themes, including the critical importance of aligning CX strategy with corporate strategy and understanding that CX is just one of many experiences businesses must design for, including employee experience. We delved into challenging topics many of us are navigating, such as balancing global best practices with Japan's unique CX maturity level and identifying opportunities for CX in our post-COVID world. Ryan shared insights on differentiation when everyone is focusing on CX, the risks of beacon metrics, and why there's often more gravitation toward AI and machine learning than customer experience initiatives.
Themes of Inquiry
- Customer experience strategy alignment
- Global vs local CX maturity
- Employee experience impact
- Post-COVID opportunities
- Design thinking ROI
We welcomed Ryan Hart, who leads innovation teams at the intersection of experience design, brand, and digital for international markets at PwC in Tokyo.
Episode Summary
We welcomed Ryan Hart, who leads innovation teams at the intersection of experience design, brand, and digital for international markets at PwC in Tokyo. Our conversation explored core customer experience themes, including the critical importance of aligning CX strategy with corporate strategy and understanding that CX is just one of many experiences businesses must design for, including employee experience. We delved into challenging topics many of us are navigating, such as balancing global best practices with Japan's unique CX maturity level and identifying opportunities for CX in our post-COVID world. Ryan shared insights on differentiation when everyone is focusing on CX, the risks of beacon metrics, and why there's often more gravitation toward AI and machine learning than customer experience initiatives.
The Guest Biography
Ryan Hart
Ryan Hart leads innovation teams at PwC in Tokyo, focusing on the intersection of experience design, brand, and digital solutions for international markets. He is recognized for his forward-thinking leadership in the customer experience industry, particularly his groundbreaking work on the ROI of Design Thinking, which has established him as a thought leader in the field. Previously, Ryan worked at Forrester, where he contributed valuable research and insights to the customer experience community. Based in Tokyo, he brings a unique perspective on balancing global best practices with regional market maturity, particularly in the Japanese business environment.
Continue the Dialogue
Ep. 35: Fostering Curiosity and Learning to Lead in an Innovative Future with Nathan Paterson
We explored the transformative power of learning and curiosity with Nathan Paterson, Director at IDEO Tokyo. Throughout our conversation, we discovered how organizations can shift from 'always closing' to 'always curious' mindsets, fostering environments where people thrive through change. Nathan shared his expertise in designing meaningful, personalized learning experiences that go beyond traditional corporate training. We discussed the maturity of learning cultures in Japanese organizations, the importance of authentic organizational rituals, and emerging metrics that focus on 'aha' moments rather than conventional assessments. Nathan's inspiring story of climbing Mount Fuji with his six-year-old daughter provided powerful insights into rethinking organizational learning experiences. We also examined how COVID-19 accelerated flexibility in education and explored what the fabric of organizations might look like in five years, emphasizing community's crucial role in effective learning.
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