This is Digital West Monroe

What is the 10-second customer journey? Todd Unger, Chief Experience Officer and Senior Vice President of Marketing & Member Experience at the American Medical Association, discusses the importance of breaking down silos to create seamless customer experiences. He offers insights from the AMA’s digital reboot and his new book, The 10-Second Customer Journey.

In this episode:

Universal challenges in the digital landscapeWhat is a Chief Experience Officer anyway?Breaking down silos and overcoming friction for a seamless experienceThe 10-second customer journeyThe role of storytelling in marketingThe American Medical Association’s digital rebootCreating a vision for changeAdvice for Chief Experience OfficersHarnessing the power of AI

We're celebrating International Women’s Day. Over the past three seasons, we’ve had phenomenal women on our show who have shared their passion for their work! Listen in as we showcase the best moments from inspiring women I had an opportunity to have a conversation with.

In this episode:
Tiffani Bova, Global Growth Evangelist at SalesforceBetsy Ziegler, first female CEO of 1871Dana Peterson, Chief Economist at The Conference BoardJanice Fraser, auther of Further, Faster, and with Far less Drama!Helen Yu, founder and CEO of Tigon Advisory and WSJ Best Selling AuthorEkta Chopra, Chief Digital Officer, e.l.f. Beauty

From thought-provoking discussions to inspiring interviews, the Best of Season 3 features the most memorable moments from our diverse range of topics and guests throughout the season. Join us as we revisit the most captivating moments, inspiring conversations, and game-changing insights from the past season.

In this episode:
Ekta Chopra, Chief Digital Officer of e.l.f. beauty on how they’ve worked to differentiate themselves as a digitally native brandDon White, CEO and Co-founder of Satisfi Labs on the digital fan experienceTyson Jominy, Vice President, Data & Analytics at J.D. Power on if EV’s can be considered digital productsSara Vaezy, EVP, Chief Strategy and Digital Officer with Providence, talks about the latest healthcare digital adoptionNick Mehta, CEO at Gainsight explains how he helps clients make the case for customer successScott Crabill, Managing Partner of Thoma Bravo, on the trends shaping the business landscape todayErik Brown, Sr. Partner of Product Experience & Engineering Lab at West Monroe discusses the new video podcast series, This is AICurtis Dubay, Chief Economist at the U.S. Chamber of Commerce, on his predictions for AI in the workplace

Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Fresh off the Super Bowl's digital showcase, dive into how these technologies are enhancing fan experiences by making sports more accessible and interactive than ever. Don shares his journey from finance to founding Satisfi Labs, emphasizing the role of AI in personalizing fan engagements and the future of digital consumerism in sports.

In this episode:
The features of Satisfi Lab’s two-way chat solutionHow the chat solution is benefitting the sports organizationSpecific examples of how Satisfi Lab is transforming the fan experienceAre fan expectations going too far?Why is this important to revenue strategy?How sports organizations are leveraging the dataHow digital impacts the in-stadium and at-home experiencesWhy the increase in private investment across sports verticals in recent years

Kim Seals and Rick Sabatino of West Monroe unpack the findings of the 'Digital Disconnect' report and discuss the complexities of aligning digital strategies with customer demands and team dynamics. Learn about the critical role of organizational structure and culture in successful digital transformations.

Read our report, The Digital Disconnect: Linking Vision to Real-World Execution
In this episode:
Challenges organizations face when aligning their workforce with digital processesImportance of the full C-suite to own digitalSteps for executives to disperse accountability for digital transformation throughout the organizationHow to get buy-in for digital transformationHow companies can avoid investing heavily in technology and data – but leave the “human part” for laterPros and cons of smaller micro-transformations vs longer-term initiativesExample of clients who have been successful at infusing digital into their company culture

We explore the crucial role of digital in creating connections when customers don’t necessarily need your product or service. Our guest, Sara Vaezy, Chief Strategy and Digital Officer at Providence, delves into how a healthcare system thinks about this: How do they connect with and serve patients when they’re not sick or in the hospital? Sara shares insights on how healthcare providers can effectively connect with patients during their everyday lives, ensuring a continuous and proactive relationship even when healthcare is not immediately needed.

In this episode:
Importance of maintaining patient relationshipsKey challenges in maintaining patient engagementTechnology's role in bridging the gap between patients and healthcare providers during non-acute periodsCreating personalized experiences and measuring successFuture of patient engagement