20 episodes
Customer Smarts Customer Smarts
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- Business
If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
· Operations - how to unite your organisational silos to deliver great CX
· Customer intelligence – how to structure segmentation and data to drive your CX program
· Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
· Tech – how to better utilise technology to achieve your customer goals
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Ep 19. Has your transformation been superficial? – Simon Belousoff ex Bupa & IAG
We discussed the 13 leadership sins of enterprise transformation to watch out for and how to deliver a successful transformation.
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Innovating Coffee – Nicholas Lee ex Philips & Saeco
Nick provides an insightful journey of how he designed one of the most innovative coffee machine experiences in the world that rivals many cafés.
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How to predict customer needs – Pete Avery ex Verizon, O2, Suncorp
Pete opens the lid on the world of customer decisioning which focuses on how to make smarter use of customer interaction data to drive the next best action. The programs he has delivered has generated enormous additional revenue.
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Smarter ways to drive customer growth - with Gareth Begent ex Adobe and Foxtel
There’s so much wastage when it comes to driving customer growth. Gareth gives some great insight into the challenges and explains some smarter ways to drive growth.
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Unlock Larger Investment into Customer Experience - Yvette Mihelic, Director of CX
Some executives can’t get past seeing CX as a cost. Yvette provides some amazing insight on how you can get them to see differently and unlock far bigger CX budgets.
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AI + Behavioural Science to Prevent Customer Loss - Libby Dale Marketing AI Expert
In most companies between 10-30% of customers are at risk of leaving. Libby explains how they are combining AI + Behavioural Science to prevent customer loss.