Experts of Experience: Episode #56 – Why Emotional Intelligence is the Key to Customer Experience Success

Hosted by Lauren Wood, presented by Salesforce Customer Success

Introduction

In Episode #56 of Experts of Experience, Lauren Wood delves into the critical role of Emotional Intelligence (EQ) in delivering exceptional customer experiences. Joining her is Danny Pozo, Vice President of the US Commercial Market at Cisco, who shares his extensive insights on transforming customer experience (CX) strategies, leveraging technology, and fostering meaningful relationships with customers.

Guest Background

Danny Pozo boasts a remarkable 25-year tenure at Cisco, beginning his journey in sales before transitioning to customer experience. His deep understanding of both sales and CX provides a unique perspective on building long-term customer relationships and ensuring value realization for clients.

Customer Experience at Cisco

Danny outlines Cisco’s comprehensive approach to customer experience, emphasizing a lifecycle management model designed to ensure customers not only adopt but fully realize the value of Cisco’s solutions.

“In sales, you build and you win a transaction. Customer experience, you win a customer.”
— Danny Pozo [03:21]

Lifecycle Management Model

Cisco’s CX blueprint involves:

1. Business Development Organization: Adopts a consultative approach to understand and align with customers' problem-solving needs.
2. Engineering Implementation: Ensures seamless integration and optimization of Cisco’s technology.
3. Adoption Model: Focuses on high-touch support for key customers and scalable programs for a broader customer base.
4. Partner Collaboration: Engages with partners to extend Cisco’s reach and maintain consistency in customer interactions.

The Role of AI in Customer Experience

Danny highlights the transformative impact of Artificial Intelligence (AI) in preemptively addressing customer issues and automating solutions.

“AI is so important, right? There are just so much to talk about that I wouldn't even dare to talk about it because it's just so much that we can say how can we get in front of the problems.”
— Danny Pozo [08:12]

Key Points:

• Predictive Analytics: AI analyzes vast datasets to foresee and mitigate potential problems.
• Automation: Streamlines processes, ensuring consistent and efficient service delivery.
• Data Integrity: Emphasizes the necessity of high-quality data for effective AI outcomes.

Danny acknowledges the indispensable nature of human EQ in conjunction with AI, asserting that while technology can enhance efficiency, the human touch remains irreplaceable.

Importance of Emotional Intelligence

Central to the discussion is the irreplaceable value of Emotional Intelligence (EQ) in customer interactions.

“One thing that I think that's never going to be replaced by AI or by any automation, it's EQ is the emotional intelligence that we can actually bring to our customers.”
— Danny Pozo [00:00]

Key Insights:

• Building Trust: EQ fosters genuine relationships, making customers feel valued and understood.
• Personalization: Understanding customers’ emotions and nonverbal cues leads to more tailored and effective solutions.
• Human Connection: Even with advanced technologies, the human element remains crucial in creating memorable customer experiences.

Danny emphasizes that the ability to make customers feel supported and valued cannot be replicated by machines, reinforcing the importance of cultivating EQ within teams.

Building a Strong Culture

Danny discusses the significance of nurturing an inclusive and communicative organizational culture to enhance customer experience.

“There is nothing more important than building a winning and inclusive culture in my mind.”
— Danny Pozo [19:13]

Strategies Implemented:

1. Open Communication: Regular, informal conversations with team members to understand their personal and professional needs.
2. Common Mission: Establishing a unified mission to foster a sense of belonging and shared purpose.
3. Diversity and Inclusion: Engaging in conversations beyond business metrics, such as mental health and cultural celebrations, to build deeper connections within the team.
4. Community Engagement: Encouraging team participation in community service to strengthen internal bonds and create a friendly organizational atmosphere.

Partner Relationships

Recognizing the complexity of Cisco’s broad portfolio, Danny underscores the importance of strong partnerships in delivering comprehensive solutions to customers.

“Our business scalability is the most important piece for us in this theater.”
— Danny Pozo [34:23]

Key Approaches:

• Dedicated Partner Organizations: Specialized teams ensure partners are well-equipped with the necessary tools and knowledge.
• Strategic Alignment: Matching the right partners with appropriate customers to provide holistic solutions.
• Continuous Support: Ongoing collaboration and support to maintain high standards of service delivery across all partnerships.

Future of Customer Experience

Looking ahead, Danny anticipates significant advancements driven by AI and the emergence of specialized technology companies.

“We're in the middle of a completely revolution.”
— Danny Pozo [36:08]

Predicted Trends:

• Advanced AI Integration: Enhanced capabilities for predictive analytics and automation.
• Specialized Solutions: Companies developing niche technologies tailored to specific industries, such as healthcare.
• Exponential Technological Growth: Continuous innovation leading to unprecedented tools and methods for improving customer experience.

Tools and Technologies

Danny shares his excitement about Cisco’s collaboration tools that enhance communication and streamline processes.

“Everything's already summarized to you and actually given to you in a way that is easy to digest.”
— Danny Pozo [38:02]

Highlighted Tools:

• WebEx AI Summaries: Automatically transcribes and summarizes meetings for easy reference.
• Seamless Collaboration Platforms: Facilitates real-time communication and collaboration across global teams.
• Automated Whiteboarding: Enables interactive and efficient brainstorming sessions regardless of geographical locations.

Personal Experiences and Advice

Danny recounts a personalized experience with American Airlines, illustrating the power of thoughtful customer engagement.

“American Airlines made me a concierge key... they personalize it in a way that they know your name, they call you.”
— Danny Pozo [39:44]

Key Takeaways:

• Personalization Matters: Small gestures, like using a customer’s name, can significantly enhance loyalty and satisfaction.
• Human Touch: Balancing technological advancements with personalized human interactions creates memorable experiences.
• Leadership Advice:
  • “Listen. I think that the most important piece is just to make sure that the first thing you gotta do is like sit with your customers and ask open questions.”
    — Danny Pozo [42:34]
  • Encourage risk-taking and innovation within teams to foster growth and adaptability.

Conclusion

Episode #56 of Experts of Experience effectively highlights the indispensable role of Emotional Intelligence in delivering outstanding customer experiences. Through Danny Pozo’s extensive experience and insights, listeners gain a deeper understanding of how balancing advanced technologies like AI with genuine human interactions can drive customer satisfaction and loyalty. Building a strong, inclusive culture and fostering strategic partnerships further solidify Cisco’s commitment to excellence in customer experience.

Notable Quotes:

• “One thing that I think that's never going to be replaced by AI or by any automation, it's EQ is the emotional intelligence that we can actually bring to our customers.”
  — Danny Pozo [00:00]

• “In sales, you build and you win a transaction. Customer experience, you win a customer.”
  — Danny Pozo [03:21]

• “Everything can happen but EQ will never be replaced by anything.”
  — Danny Pozo [15:19]

• “If you listen more than talking is when you have that able understanding to say, hey, how can I bring those solutions?”
  — Danny Pozo [07:55]

• “Listen, test and learn.”
  — Danny Pozo [43:57]

Final Thoughts: This episode serves as a vital resource for CX professionals seeking to enhance their strategies by integrating emotional intelligence with technological advancements. Danny Pozo’s experiences and advice provide actionable insights for building lasting customer relationships and fostering a culture of excellence within organizations.