HX SUPERHEROES PODCAST
Episode 05: Sean Albertson | Charles Schwab
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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
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