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36hrs in the life of a CX Strategist

My name is Sophia Rehioui, I’m one of 2 co-founders of Stockholm Strategic Laboratories. A data- and human-centric design laboratory where we gather all kinds of data in the mission of gaining a deeper understanding of human behaviour. Where they are, how they interact, when and why. Our hearts are in research and analysis and our mission is to be the home of disruptive strategies. 

Throughout my educational life I always needed to know what steps I wanted to take and why before I made that move. I jumped at the chance when I applied to Hyper Island’s Business Developer program. I still remember the emotional rush and tears streaming down my face as I saw my acceptance email with the subject “CONGRATULATIONS”. The journey was challenging and made me reshape my mindset over and over again. The program gave me tools within many different areas of expertise. In retrospect, what I brought with me from Hyper Island was an enhancement and understanding of how to utilize my own strength, talents and embracing my weaknesses as opportunities to develop. First learning, if you need to be right before you move, you will never win. 

24 January to 21 February 2020
First cases of coronavirus in European Region, everything in one moment just froze. A scare shivered through Europe. Companies stopped moving, organizations letting people go, the economy went down and people fear the unknown.

 

30 March 2020
07:00
As I opened my eyes I realized that it has gone 6 weeks since we started Sthlm Strat Lab, without a brand identity or website we have managed to meet over 50% of our revenue goal for 2020. I closed my eyes for a moment, the feeling of amazement and possibilities rushed through me. 

Even with external factors changing the market we wouldn’t be paralyzed, we wouldn’t throw in the towel and say “we did what we could”. In chaos there is always opportunity lurking, imagine if you stayed in the chaos, soon you would begin to filter away the chaos and opportunity will arise.

10:30
We’ve gone into management level helping an international company with innovations and their digital transformation. As a customer experience strategist I need to gather and structure consumer insights and segmentations as well as integrate the consumer lifecycle knowledge and customer journey to innovate. This can be done by using agile methods and real time measurements. I also spend some time reminding management teams that the answers we are looking for often sits with their customers/users. 

31 March 2020
09:00
Check in to be present, and structure each morning with intentions and task management in Flow. This morning we received customer data from one of our clients. Right away we began structuring data, trying to find the gaps that we need to fill. The importance in my work is understanding relationships in every interaction the organization has with their customers. Who are we innovating for? Why are we changing? These questions should reflect the change in behaviours and markets. 

20:00
Preparing my dinner I received a phone call from my partner William Friman. I could hear the excitement in his voice and I for a second held my breath. He only said three words, three words that changed everything, three words that meant so much in that moment. He said “we are in”. In that moment I realized that we had become a strategic partner to Nordic’s most successful rhetoric consultancy. And still we don’t have a freaking logo or website to publish anything on.

1 April 2020
09:00
Preparing for a live podcast that will go live on the 9th of April, where we will share our views and experiences on branding. The importance of having a relevant brand, understanding the touch-points with customers and much more.

2 April 2020
09:00
Preparing for a workshop all day. When preparing for any type of workshop I spend most of my time on making sure that the intention and the WHY behind every exercise is spot on. One of the more important parts when I am facilitating a workshop is being able to in an educational way, explain WHY we have this process and these exercises. This builds on the openness and trust circle. To be able to gain their full commitment and engagement we need to charge the exercise with value, value that they understand. 

3 April 2020
09:00
This morning started with a BANG! As my partner William Friman shot me in the head with a nerf gun. Our workspace is like a grownup playground. We are about 20 people there (everyone has their own company), and we see ourselves as a dysfunctional family. NOW, more about the structure of the workshop.

 

Introductory Workshop Structure 

  • Checkin and explain why we do check in.
  • Letting them begin with their story, they are the reason why where there and strategically we can also adapt our way of speaking and easily grasp their expectations in the beginning of the workshop. 
  • About us, now when we tell our story we will customize it to fit for their expectations and attitude.
  • Vision and goals exercise. This helps us understand our clients ambitions and also our goal is to enable our clients visions.
  • Mapping the target audience. Designing any strategy we need to map out WHO we are designing the strategy for and why?
  • Customer journey mapping. This exercise helps us understand how a customer experience might look today and what do we need to investigate. We also use this to understand where marketing efforts could/should be made.
  • Service development. Understand what have they tried before and get deeper understanding of the organizational structure. 
  • Save the dates and our research process.
  • Checkout to get a sense of their emotions and impressions of the day.

Key Learning
Now, my fellow Hyper Islanders, one of the necessary skill sets when you are researching amongst customers, is facilitation. This is my hidden secret to become a skillful facilitator. I have spent at least 4000 hours facilitating groups of 15-25 children in the ages between 2-6 years old. It takes being able to empathize, actively listen, understand their needs, motivations and speak in a inklusive way. Being able to create structure in chaos and capture the attention and interest from your fellow petit humans, you will be able to lead any room at any time. If you are able to facilitate a playday with one or multiple children in the ages of 2-6, your abilities in facilitation will skyrocket.

Get in touch


https://www.instagram.com/sthlmstratlab/

 

Good reads

  • War Strategies
  • Blue Ocean Strategy

Instagram accounts to follow

  • (welcome to the coolest underground garage office we share with other weird and amazing people)

TED talk

  • DEF CON:

Quote

“Everyone is afraid of the consequences of error. But the greatest error is not to move. The greatest error is to be paralyzed by the fear of failure.” – WHO Director, Dr. Mike Ryan