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263: Empowering Teams and Elevating CX with Jamie Homen
Manage episode 517747648 series 1139796
In this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success.
š¤ļø Jamieās Journey into Customer Experience
Starting as a call center agent, Jamie never anticipated becoming a Chief Customer Officer. He has watched the field mature and is now thrilled to see customer experience earn a seat at the executive table. At Mural, heās helping customers visualize collaborative work in a remote world, which he believes is central to modern CX strategies.
š” Key Leadership Insights
To drive customer success in todayās dynamic environment, Jamie focuses on two major practices:
- Cross-Functional Alignment: Ensuring teams like sales, marketing, product, and CX operate cohesively. He emphasizes co-creation to close gaps and build customer-centric processes.
- Empowering Teams: Encouraging employees at all levels to make customer-first decisions, supported by ongoing development and understanding of individual skill setsāespecially as AI reshapes roles.
š§ Overcoming Challenges
Jamie shares a personal story: in high school, he was told he shouldn't pursue college. Refusing to let that define him, he pushed forward and earned three degrees. This experience now fuels his belief in perseverance and self-motivationākey traits he brings into his leadership.
š ļø Canāt-Live-Without Tool
ChatGPT tops Jamieās list for its ability to generate ideas, create personas, and gather insights. He predicts a growing shift from traditional search platforms to AI-powered tools across industries.
š Book Recommendation
Managing Up by Rosanne Badowski has had a lasting impact on Jamieās leadership approach, especially in building effective relationships with managersāa skill he considers timeless despite changing workplace technology.
š¤ Whatās Exciting Jamie Now
AI transformation. Heās focused on integrating AI across Mural to better understand customers and enhance internal workflows without losing the human elementāAI as an enabler, not a replacement.
š¬ Favorite Quote
āAdversity introduces a man to himself.ā ā Albert Einstein
Jamie uses this quote as a reminder to reflect, grow, and persist through obstacles.
š Connect with Jamie
LinkedIn ā Jamie Homen
Website ā mural.co/blog
Thanks for tuning in! Be sure to follow us on X @navigatingcx and join our private Facebook community: Navigating the Customer Experience.
156 episodes
Manage episode 517747648 series 1139796
In this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success.
š¤ļø Jamieās Journey into Customer Experience
Starting as a call center agent, Jamie never anticipated becoming a Chief Customer Officer. He has watched the field mature and is now thrilled to see customer experience earn a seat at the executive table. At Mural, heās helping customers visualize collaborative work in a remote world, which he believes is central to modern CX strategies.
š” Key Leadership Insights
To drive customer success in todayās dynamic environment, Jamie focuses on two major practices:
- Cross-Functional Alignment: Ensuring teams like sales, marketing, product, and CX operate cohesively. He emphasizes co-creation to close gaps and build customer-centric processes.
- Empowering Teams: Encouraging employees at all levels to make customer-first decisions, supported by ongoing development and understanding of individual skill setsāespecially as AI reshapes roles.
š§ Overcoming Challenges
Jamie shares a personal story: in high school, he was told he shouldn't pursue college. Refusing to let that define him, he pushed forward and earned three degrees. This experience now fuels his belief in perseverance and self-motivationākey traits he brings into his leadership.
š ļø Canāt-Live-Without Tool
ChatGPT tops Jamieās list for its ability to generate ideas, create personas, and gather insights. He predicts a growing shift from traditional search platforms to AI-powered tools across industries.
š Book Recommendation
Managing Up by Rosanne Badowski has had a lasting impact on Jamieās leadership approach, especially in building effective relationships with managersāa skill he considers timeless despite changing workplace technology.
š¤ Whatās Exciting Jamie Now
AI transformation. Heās focused on integrating AI across Mural to better understand customers and enhance internal workflows without losing the human elementāAI as an enabler, not a replacement.
š¬ Favorite Quote
āAdversity introduces a man to himself.ā ā Albert Einstein
Jamie uses this quote as a reminder to reflect, grow, and persist through obstacles.
š Connect with Jamie
LinkedIn ā Jamie Homen
Website ā mural.co/blog
Thanks for tuning in! Be sure to follow us on X @navigatingcx and join our private Facebook community: Navigating the Customer Experience.
156 episodes
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