What works (and what doesn’t) when building CX teams from scratch in organizations still learning to value customer experience.

In this episode of the Simplify CXM Podcast, host Shilpa is joined by Shelly Chandler, SVP of Customer Experience at Wells Fargo. With two decades of experience spanning banking, consulting, and CX leadership, Shelly brings deep insights into what it takes to roll out successful customer experience programs — especially in companies where CX isn’t fully understood yet.

Shilpa and Shelly talked about:

• - The classic mistake of sounding like a consultant when you're actually inside the organization.

  - How to avoid being seen as just “the feedback team”

  - What it really means to tie customer insights to business outcomes

  - The importance of aligning early with business goals and forming internal alliances
  - Why CX leaders need to sharpen their data skills — and how data + emotion win minds and hearts
  - Tips for evaluating new CX roles: are you signing up to build something or just to run surveys?
  - Ways to influence without authority in large organizations
  - How to deal with teams who claim “we already know what the customer wants”
  - Shelly’s favorite brand experience — and the emotional power of personal touches in CX