263: Empowering Teams and Elevating CX with Jamie Homen

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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.

🛤️ Jamie’s 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, he’s helping customers visualize collaborative work in a remote world, which he believes is central to modern CX strategies.

💡 Key Leadership Insights

To drive customer success in today’s dynamic environment, Jamie focuses on two major practices:

1. 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.
2. Empowering Teams: Encouraging employees at all levels to make customer-first decisions, supported by ongoing development and understanding of individual skill sets—especially as AI reshapes roles.

🧠 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-motivation—key traits he brings into his leadership.

🛠️ Can’t-Live-Without Tool

ChatGPT tops Jamie’s 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.

📚 Book Recommendation

Managing Up by Rosanne Badowski has had a lasting impact on Jamie’s leadership approach, especially in building effective relationships with managers—a skill he considers timeless despite changing workplace technology.

🤖 What’s Exciting Jamie Now

AI transformation. He’s focused on integrating AI across Mural to better understand customers and enhance internal workflows without losing the human element—AI as an enabler, not a replacement.

💬 Favorite Quote

“Adversity introduces a man to himself.” — Albert Einstein
Jamie uses this quote as a reminder to reflect, grow, and persist through obstacles.

🔗 Connect with Jamie

LinkedIn – Jamie Homen
Website – mural.co/blog

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