Daniel Pryfogle

You need to dramatically improve your customer experience, but you&rsquo;re struggling to make the case for action now because the sign over your organization is the same one your customers see: WAIT.
Wait until the economy improves. Wait until the pandemic is over. Wait until the new normal of hybrid work shakes out. Wait until business is more predictable. Wait until there is clarity about the way forward.
But are you actually getting clearer as you wait?
Waiting may be wise or fearful. It depends on how you use the time in between.
Wise waiting is about using the time for inquiry and experimentation.
Use the time to better understand your customers&rsquo; journeys. Find out what helps and hinders them along the way.
Run a pilot with a technology solution that gives you greater visibility into those journeys. The business case for a small investment in a short-term experiment is the organization&rsquo;s need for data and insights that will enable it to plan for the long term.
Use the time to study your processes and figure out how much effort you spend on mundane tasks that could be automated.
Pick one task and run a pilot that automates the workflow. The business case is that you&rsquo;ll learn how automation improves customer experience and frees your team for more meaningful customer interactions. You&rsquo;ll also identify other tasks that can be automated, saving the organization time and money.
This is a time of transition. So use the time to figure out how your organization can adapt.
This is a time of uncertainty. So use the time to gain confidence.
When all the signs say WAIT, offer your organization another option: Be wise in waiting.
Daniel Pryfogle integrates the disciplines of leadership and culture formation, organizational development, and marketing. He is the CMO of CX Effect.

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Is your organization holding off on big decisions until things are less uncertain? Resist fearful waiting. Use this time to get clearer.

Your Organization Is Waiting? Be Wise, Not Fearful

You've got to be creative to solve CX challenges when you can't hire your way out. CX Effect Founder and CEO Andrew Pryfogle explains how leaders are shifting labor dollars to new CX solutions in this keynote address at Gear Up, an event hosted by ARG on June 8, 2022, in McLean, Virginia.

You've got to be creative to solve CX challenges when you can't hire your way out. 

Delivering Transformative Customer Experiences in a Tight Labor Market

Vision is not what we make it out to be.
The supposedly Holy Grail of leadership, vision is usually defined as seeing what does not exist. So the visionary possesses a rare, even magical, gift.
But vision is really the capacity to see more of what&rsquo;s already present.
And because it&rsquo;s not magic but a habit, vision can be taught.
How do we see more of what&rsquo;s already here?
We zoom in and we zoom out.
Zooming in: Aakash Kumar and Sahil Mehta see more in what is typically considered one thing: a job. Aakash is founder and CEO and Sahil is vice president of sales for <a href="https://shiftsmart.com/">Shiftsmart</a>, an innovative labor management platform. They break down the job into duties and duration. An eight-hour job, for example, might have four duties, each requiring two hours. Four people could take on that job in four shifts.
That&rsquo;s where Shiftsmart&rsquo;s platform comes in: It matches a global pool of workers who want flexibility with just these sorts of hourly shifts.
This &ldquo;fractionalization of labor&rdquo; can shift power to workers, Aakash says. It can also help companies realize greater productivity and efficiency as well as savings.
So, in this case, disaggregation, or the isolating of component parts, makes a better solution visible.
Can this really be good news for both workers and companies?
You have to zoom in to see it.
Zooming out: A growing number of financial institutions and fintech startups see opportunities in underserved markets.
<a href="https://esusurent.com/">Esusu,</a> for example, gets rent counted in credit scores for people who need to build credit. This benefits renters as well as landlords.
Underserved individuals and communities who are out of the picture in some calculations of opportunity are now seen in a fuller field. This is occurring in financial services, health and wellness, retail, and other sectors.
Using both the lens of social impact and strategic business, leaders see more of the whole. They recognize the state of relationships that help some and hinder others, and they see the possibility of a stronger ecosystem that sustains everyone.
Can a system really benefit everyone?
You have to zoom out to see it.
Daniel Pryfogle integrates the disciplines of leadership and culture formation, organizational development, and marketing. He is the CMO of CX Effect.

How do we see more of what’s already here?

Zooming In and Out

Leaders see the big picture. That means seeing context, including historical forces, plus complexity. It also means seeing wholeness: connection, symbiosis, ecosystems.
How do we cultivate a sense of the whole?&nbsp;
Climb a tree, for starters. That&rsquo;s what Nalini Nadkarni did. What did she discover? Soil on branches. Gardens in the canopy. Life emerging above.
&ldquo;It&rsquo;s so weird because you&rsquo;re sitting up there in the canopy like a hundred feet above the ground and then you&rsquo;re digging your fingers into this soil that could be the soil that&rsquo;s, you know, in your backyard garden, for goodness sake,&rdquo; Nadkarni says in this <a href="https://radiolab.org/episodes/forests-forests">Radiolab interview</a>.
CX Effect cultivates a sense of the whole by using a systems framework in our conversations with leaders. The framework shows the connection between different stages of the customer journey and the opportunity for integration of technologies to make the experience for customers and employees delightful, purposeful, and memorable. The framework also helps leaders make decisions for the benefit of the entire enterprise. Rather than treating issues in isolation, they now see things in relationship, and they act accordingly.
If you want to work on the whole, let's <a href="https://calendly.com/danielpryfogle">schedule a call.</a>
Daniel Pryfogle integrates the disciplines of leadership and culture formation, organizational development, and marketing. He is the CMO of CX Effect.

Vision is about seeing connection, symbiosis, and ecosystems. 

A Sense of the Whole

CX Effect Founder and CEO Andrew Pryfogle explains why organizations are shifting labor dollars to CX technologies in this keynote address delivered March 7, 2022, at CX Lift in Colorado Springs, CO.

How are organizations addressing staffing challenges? They are shifting labor dollars to CX technologies.

Scouting the New World of CX

See that puzzled look across the table. It&rsquo;s your CFO trying to figure out how to respond to the seemingly contradictory directives to attract and retain staff while keeping costs down.
That&rsquo;s the big conundrum for the coming months, CFOs told Gartner in a&nbsp;<a href="https://www.gartner.com/en/newsroom/press-releases/2022-09-16-gartner-survey-reveals-talent-is-top-challenge-facing-cfos-through-2023">recent survey</a>.
How can you help? Redefine the problem. It&rsquo;s not jobs but shifts that need filling. Shifts are about particular duties that must be completed within a specific duration of time. Think stocking shelves or completing a safety audit or moving a product from point A to B.
The solution to this redefined problem could be tapping a flexible workforce. &ldquo;Fractionalized labor&rdquo; may be the answer. Check out&nbsp;<a href="https://cxeffect.com/gear-up-with-shiftsmart/">Shiftsmart</a>.
Here&rsquo;s another way to redefine the problem: Must-do tasks do not necessarily equate to must-have people. Obviously, your organization needs people, but perhaps you need people doing other things than they do today. Many tasks can be automated &mdash; at substantial savings.
Paper processes can be digitized, for example. AI-powered chatbots can field simple customer questions. Conversational AI can point customers to self-service options that solve their problems.
Freed by automation, your team can focus on meaningful customer interactions that lead to growth and greater revenue.
See that smile? That&rsquo;s your CFO when the problem is redefined and real solutions are put on the table.
&ldquo;CFOs need to identify the few critical areas where investments should be accelerated, such as human capital and digital investments, while optimizing costs against a backdrop of stubbornly high inflation; this is no easy task,&rdquo; says Marko Horvat, vice president, research, in the Gartner Finance practice.
CX Effect can help you help your CFO.&nbsp;<a href="https://calendly.com/danielpryfogle">Schedule an appointment with me</a>&nbsp;to learn more.
Daniel Pryfogle integrates the disciplines of leadership and culture formation, organizational development, and marketing. He is the CMO of CX Effect.

Finance leaders have to figure out how to attract and retain staff while keeping costs down. Redefine the problem to get to two solutions: fractionalized labor and automation.