Putting Customer Experience ahead of Strategy with Damian Kernahan

Customers are affected by every decision an organisation makes. Whether it be an investment on new products, services, infrastructure or technology, ultimately if the investment decision isn’t at the heart of the customers’ needs then their experience will be impacted.

In this episode, Paul sits down with Damian Kernahan who faces a unique and very relatable problem - bringing customer experience to the forefront of an organisations strategic decisions.

Damian co-founded Proto in 2008 to help large organisations truly understand their customers, so they can deliver outstanding service solutions and experiences.

We all know that providing a positive customer experience is what nurtures and ensures strong relationships; it can drive repeat business and help build a solid company reputation. But beyond providing a great service how exactly do you uncover if your products/services are providing the best solution and are you missing out on opportunities?

Listen as Damian discusses the common decision ailments he faces. What diagnosis will Paul help provide?

Damian has over 20 years’ experience in customer experience strategy and design, customer and design research and commercial strategy and implementation.

Visit the Proto website or Damian’s LinkedIn profile below in the notes If you’d like to learn more.

Proto Website: https://www.protopartners.com.au/

Damian’s LinkedIn: https://www.linkedin.com/in/customer-experience-innovation/

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