Affad Shaikh’s Reviews > Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine > Status Update
Affad Shaikh
is 78% done
read through chapters 6 & 7 - UPS, SAP, American Cancer Society, Irvine Company, car test drive experience not owned by OEM: kill stupid rules movement, CX Room; comp 4 & 5;
— Sep 08, 2025 12:49PM
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Sep 08, 2025 12:56PM
met life supporting operating area, doing customer centric perspective, current and ideal state, do pilots four to six months, continue suppporting ops team over that time, new work groups form starting with experience reliability moving to CX innovation. Reliability Check: end-2-end reliability, reality check: exp reliability check, rate the reliability of one comp any experience, is the CX reliable at this stage? walk in customer shoes: be a customer. seperate work is hard to do customer reliability
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freq. unreliable, unreliable, reliable, always reliable - what’s the definition?
relate how reliable we are to supporting employees in delievering
