Jen: This is the PKF Texas: Entrepreneur’s Playbook. I’m Jen Lemanski, this week’s guest host, and I’m here with Kelsey Ruger, the Chief Experience Officer at CogMine. He’s also the President of the Houston Interactive Marketing Association. Kelsey, welcome to the Playbook.
Kelsey: Thanks, Jen. Thanks for having me.
Jen: Now, Chief Experience Officer. That just sounds like a really cool title. I really don’t know what that means. Can you tell me about –
Kelsey: Sure. And it sounds cool. It’s actually a really cool job to have. I think typically when people think of customer experience or design, they tend to think of things like websites or software interfaces. But really when you think about from the customer’s perspective, that experience includes every touch point they have with you. It could be your logo, your branding. It could be the marketing, your copy, your content. It’s all of those things that when you weave them together create this holistic experience that people have with you.
Jen: That’s cool. So it’s not just for technology companies, right?
Kelsey: Definitely not. I think you’re gonna see technology companies use it a lot more. I mean we have a great example in Apple and how they’ve been able to do this with their products and their services. But I think even if you are a service company, this can play a really important part in taking your services to market because the people are touch points too, right? So if you have a consultant who’s out in the field, what they say and how they say it could have a huge impact on how people experience your brand.
Jen: Well, it sounds like you guys are really kind of on the forefront of this trend at CogMine.
Kelsey: Thanks. And I’m definitely looking forward to see how well it works out here in Houston.
Jen: Perfect. Well, thanks for being here. We really appreciate it.
Kelsey: No problem.
Jen: This has been another Thought Leader Production brought to you by the PKF Texas: Entrepreneur’s Playbook. Tune in next week for another chapter.