Marcos Arias Managing Partner at CX MD on Business Developers Network, May 8, 2019

On-Air Guest BIO:
Why is being Customer-Centric important?

What is Customer-Centric?

Our guest, on the Business Developers Network, Marcos Arias, the Managing Partner & President of CX MD, has over a decade with AT&T as Director of Customer Experience and other senior executive titles.

Marcos told us you can expect competition to match or exceed your company’s products and services, however your company can maintain its leadership position by differentiating itself by being Customer-Centric and providing an excellent Customer Experience.

Marcos strongly believes that Customer Experience is the leading competitive advantage one company can have over their competition and explained how your company can excel by putting your customers first.  As an example, Marcos shared a remarkable story for when AT&T identified the onboarding customer process as tedious and taking an hour to complete, they were able to reduce onboarding customer registration from 40 screens to complete to only 7 screens taking 7 minutes.

Marcos is a sought-after Customer Experience Thought Leader and recently spoke at the OPEX Conference for Operational Excellence / Digital Transformation & Customer/Employee Experience held in Amsterdam. Marcos also has the academic & professional credentials to validate his status:

 B.S. in Biomedical Engineering
Master of Science in Management (MBA)
Master's Certificate in Project Management
Six Sigma Green Belt & Project Management Professional (PMP)

Today Marcos is the Managing Partner/President of CX MD, a company that transforms customer experiences into business success to grow revenues, streamline costs, and retain customers by supporting clients with a holistic, strategic end-to-end view of the customer experience lifecycle.

Show Talking Points:

Operational Excellence
Digital Transformation
Customer/Employee Experience
Technology implementation
Popularize basic information
Southwest Airlines story
Contact Center
Quantify
Resolve consumer personal issues - 1st time & quickly
Understanding holistics
Brand / Transactional / Product/Service Focus
Net Promoter Score – define
Transactional survey – (define personal)
Customer Satisfaction survey
Power – Brand – 3rd Party
Customer Service Lifecycle

Web Site / Social Media Links: 
www.cxmdllc.com
On-Air Guest Linkedin Profile:
https://www.linkedin.com/in/marcosarias

Show Host: Artie Ruderman, CEO

InnovativeGrowthSolutions 

B2B Corporate & Business Development: Driving Business / Generating Value

M 404-557-5516 / ArtieR@IGScorp.net / www.IGScorp.net

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