HX SUPERHEROES PODCAST
Episode 05: Sean Albertson | Charles Schwab
Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe.
Activating CX culture: How Charles Schwab brought client-first focus to the entire organization
Sean Albertson, Head of Client Experiment Measurements and Analytics at Charles Schwab, loves to ride waves. Be it surfing, water skiing, or navigating the deep waters of customer experience.
In this episode, we dive deep (get it?) into everything customer-centric, creating access, and a culture shift to action.
You’ll get Sean’s take on what to measure, how customer journeys resemble rivers, why silos are a natural phenomenon, and how to break them intentionally.
His superpower is storytelling, so you’re in for a treat.
Tune in now.
Timestamp
- 0:00 – Teaser
- 1:18 – Intro
- 1:50 – Meet Sean
- 4:11 – Sport and business leadership parallels
- 4:47 – Sean’s journey to Charles Schwab
- 6:32 – Customer experience ethos at Schwab
- 7:23 – Customer-led product innovation
- 8:03 – The Charles Schwab culture
- 10:34 – Storytelling and the customer journey
- 12:39 – Ease: the key to loyalty
- 13:38 – Tricks for aspiring CX leaders
- 14:56 – Don’t measure for measurement’s sake
- 16:53 – Drowning in data?
- 17:33 – Deepen our understanding of HX
- 18:53 – Setting boundaries and purpose
- 20:21 – AI data fusion
- 20:59 – Balancing the human and automation in AI and machine learning
- 23:42 – Leadership mantra: Winning hearts, telling great stories, showing passion.
- 25:03 – Learning from mistakes and embracing fail
- 26:22 – Sean’s most memorable customer experience
- 27:37 – Storytelling superpowers
- 29:35 – Sean’s Rockstar dreams
Related resources
Fixing the CX disconnect: What customers really want in 2025
Fixing the CX disconnect: What customers really want in 2025 Webinar synopsis: Personalization is expected. AI is everywhere. Loyalty is fragile. And trust? It’s make-or-break. In this exclusive webinar, we unveil the results of Forsta and Watermelon’s newest study: a dual-market, multi-generational snapshot of what consumers really want from the brands they bank with and […]
Picture this: The future of visualizations
Picture this: The future of visualizations Webinar synopsis: In a world drowning in data, only the clearest stories rise to the surface. This webinar brings together industry expert Mike Stevens and a panel of seasoned Forsta clients to uncover how research visualizations don’t just explain the past—they shape the future. Together, we’ll explore where visual […]
2025 State of CX report
2025 State of CX report The CX trust deficit: Loyalty at risk in the digital age The CX trust deficit: Loyalty at risk in the digital age Customer trust is eroding, and loyalty is slipping through the cracks. Today’s consumers face a digital world filled with promises, but too often brands fail to deliver. AI […]
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
