Leading with Empathy in the Age of AI: Venn Jude's Recipe for CX Success
Venn Jude Francisco, Chief Experience Officer at Metro Pacific Tollways Corporation (MPTC), brings a unique combination of expertise and empathy to his role.? His keen eye for seamless journeys and unwavering commitment to customer satisfaction drive him to spearhead initiatives that redefine the expressway experience, setting new standards for connection and convenience.
In this episode, CX Global Summit Series explores how leading voices in the Philippines' Customer Experience (CX) sector are aligning their organizations with the goals of Shaping the Future of CX in the Philippines. One of the speakers we approach was Venn Jude 'VJ' Francisco, CUA, CXAC , from Metro Pacific Tollways Corporation .
At MPTC, Venn Jude's mission is clear: make every trip on their toll roads, like NLEX and SCTEX, a hassle-free experience. He wants to eliminate any frustration you might encounter and make getting around quicker and easier. His approach is rooted in the principles of empathy and foresight, ensuring that every interaction with MPTC's expressways is marked by efficiency and satisfaction.
CX Global Series: From your perspective, how do you foresee the evolution of customer experience, especially in light of emerging trends and technologies?
Venn Jude: Automation and predictive analytics will further enhance personalization and drastically simplify customer journeys.
CX Global Series: Reflecting on the journey of shaping your role, could you share insights into how much of your role's definition was a product of personal ambition versus alignment with the company's strategic directions and priorities?
Venn Jude: My role was a product of an organizational design exercise driven by our corporate strategy. It just so happens that my purpose of nation-building was also an opportunity, so I took the role.
CX Global Series: Could you walk us through a transformative moment when customer feedback, particularly criticism, became a catalyst for positive change in the customer experience you deliver?
Venn Jude: Customer feedback, especially criticism, is always a driving force. In heavily regulated industries like ours, continuous customer listening is imperative. Most of our initiatives are based on insights from our customers.
CX Global Series: In the quest to quantify the impact of your CX initiatives, which metrics do you consider most telling of success, and how do you navigate the challenge of measuring them?
Venn Jude: Recently, we took on the task of crafting a formula for the Customer Centricity Index (CCI). This consolidates all the customer-relevant metrics for our brand, allowing us to see how much each element impacts the whole index. Consolidation and coordination on an initiative like this will always be a challenge.
领英推荐
CX Global Series: With the relentless pursuit of technological innovation, how do you craft a strategy that effectively harnesses automation while ensuring the customer experience retains a distinctly human touch?
Venn Jude: It's all about reach. Cascade and educate. Help employees relate technological advancements to their respective roles and continually measure for improvement.
CX Global Series: Looking to the horizon, how do you anticipate artificial intelligence (AI) will reshape customer interactions in the CX landscape, and are there any AI innovations you're particularly excited about for their potential to enhance customer experience?
Venn Jude: I'm excited to see how AI will further strengthen self-service.
CX Global Series: Drawing from your rich experience, what trio of wisdom would you impart to those embarking on a leadership journey in customer experience?
Venn Jude:
Upcoming Event: Join Us in Middle East this September!
We will be continuing this conversation in Middle East
We're excited to announce that the CX Global Summit is coming to the Middle East on September 17-18 in Dubai, UAE! This is your opportunity to meet industry experts, explore groundbreaking solutions, and be part of the biggest customer experience event in the region.
Register today to secure your spot and join us in shaping the future of customer experience. Stay tuned for our upcoming events where we'll dive deeper into cutting-edge CX strategies and technologies. Let's keep the momentum going and revolutionize CX together!