How do you know when it’s time to make your next big career move? With International Women’s Day around the corner, we are excited to feature Avni Patel Thompson, Founder and CEO of Milo. Avni is building technology that directly supports the often overlooked emotional and logistical labor that falls on parents—especially women. Milo is an AI assistant designed to help families manage that invisible load more efficiently. In this episode, Avni shares her journey from studying chemistry to holding leadership roles at global brands like Adidas and Starbucks, to launching her own ventures. She discusses how she approaches career transitions, the importance of unpleasant experiences, and why she’s focused on making everyday life easier for parents. [01:26] Avni's University Days and Early Career [04:36] Non-Linear Career Paths [05:16] Pursuing Steep Learning Curves [11:51] Entrepreneurship and Safety Nets [15:22] Lived Experiences and Milo [19:55] Avni’s In Her Ellement Moment [20:03] Reflections Links: Avni Patel Thompson on LinkedIn Suchi Srinivasan on LinkedIn Kamila Rakhimova on LinkedIn Ipsos report on the future of parenting About In Her Ellement: In Her Ellement highlights the women and allies leading the charge in digital, business, and technology innovation. Through engaging conversations, the podcast explores their journeys—celebrating successes and acknowledging the balance between work and family. Most importantly, it asks: when was the moment you realized you hadn’t just arrived—you were truly in your element? About The Hosts: Suchi Srinivasan is an expert in AI and digital transformation. Originally from India, her career includes roles at trailblazing organizations like Bell Labs and Microsoft. In 2011, she co-founded the Cleanweb Hackathon, a global initiative driving IT-powered climate solutions with over 10,000 members across 25+ countries. She also advises Women in Cloud, aiming to create $1B in economic opportunities for women entrepreneurs by 2030. Kamila Rakhimova is a fintech leader whose journey took her from Tajikistan to the U.S., where she built a career on her own terms. Leveraging her English proficiency and international relations expertise, she discovered the power of microfinance and moved to the U.S., eventually leading Amazon's Alexa Fund to support underrepresented founders. Subscribe to In Her Ellement on your podcast app of choice to hear meaningful conversations with women in digital, business, and technology.…
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Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function
Manage episode 284911769 series 2876004
Contenuto fornito da CX of M Radio. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da CX of M Radio o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.
Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...
12 episodi
CondividiManage episode 284911769 series 2876004
Contenuto fornito da CX of M Radio. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da CX of M Radio o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.
Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...
12 episodi
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1 Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise 11:41
Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
1 Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point 9:19
Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?
1 Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business 5:42
Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
1 Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience 4:08
Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...
If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience...
1 Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation 5:13
You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.
1 Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link 3:33
You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play.
Customer Journeys are so important to customer experience because customers think about their experience chronologically. And stories are an evolution of a journey, adding in an emotional layer to the customer's experience.
1 Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function 4:33
Because everything the business does can impact the customer's experience, if you create a business function, you run the risk of eliviating other parts of the business from their CX responsibilities. When you create a function, you create a silo. When you create a silo, you become part of the probllem...…
1 Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing 5:18
In this week's show, further to last week's principle, Ian talks about the fact that Customer Experience & Customer Service are not the same thing. Customer Service is something the business does, and CX is something the customer gets. However the experience the customer gets doesn't just come from the service, it comes from the product & channel experiences too... #cx #cxclub #podcast #customerexperience…
Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...…
The CX Club podcast looks at the good, the bad and the ugly of the CX world... In this first episode, our host Ian Williams looks at what to expect over the first 30 shows, including: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation…
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