In The Making: Episode 4 – CX vs. UX, The Hawthorne Effect and Change Management
Jul 28, 2015
In our latest episode of In The Making, I got together with Steven Keith, our Executive Director – Strategic Consulting, who heads up the Marketing Change Management program at Centerline. Steven has been heavily involved in studying customer experience as well as implementing organizational change solutions in large corporations.
Sound bite from this episode:
“Here’s a really disgusting example. It’s like exfoliation. Organizations exfoliate as well. You can allow the natural, you know, the forces of nature to perform exfoliation or you can accelerate exfoliation by buying a loofa. We are a loofa. We are the thing corporations use to accelerate the right type of change.”
– Steven Keith
In this conversation, we spent time discussing customer experience vs. user experience, The Hawthorne Effect as it relates to marketing and how to talk to organizations about change. Steven also talks about his background starting a company before the dawn of the Internet.
- In the Making: Episode 3 – Featuring Content Strategist Greg Harbinson
- In the Making: Episode 2 – Featuring UX Strategist Greg Harron
- In the Making: Episode 1 – Featuring Junior UX Designers Jillian Cairco and Joe Bond
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I’m a content strategist with an affinity for user experience design and information architecture. My parents think I’m a web developer.