14 episodes
Reinventing Customer Experience ZS
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- Business
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5.0 • 30 Ratings
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Staying connected with consumers in today’s rapidly evolving digital world is crucial. So, how do companies deliver personalized experiences while meeting customers where they want to be engaged? On “Reinventing Customer Experience”—the first in a series of podcasts from ZS called “Impact Stories”—ZS’s Arun Shastri and Gopi Vikranth chat with digital, analytics, technology and customer experience leaders from various industries and organizations to understand how they are engaging their customers. Each episode covers a variety of topics, from how companies are transforming their customer experience programs and how they’ve adapted during the COVID-19 pandemic to how they see digital engagement evolving in the future through the use of tools such as AI.
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S2 Ep. 4 - Reinventing Customer Experience: Joe Wheeler, author of The Digital-First Customer Experience
On this episode of the “Reinventing Customer Experience” podcast, Arun Shastri and Gopi Vikranth discuss digital-first customer experience with Joe Wheeler, CEO of Bluemvmt. A published author on modern business strategies, Joe dives into how analytics and machine learning will drive customer loyalty in competitive markets while sharing analysis of the customer experience practices of some of the world’s best-known brands.
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S2 Ep. 3 - Reinventing Customer Experience: Raghu Iyengar of Wharton AIAB
Raghu has been a professor of marketing at the Wharton School at the University of Pennsylvania for more than 17 years. His teaching interests fall into two domains primarily; pricing and social influence. Raghu has worked on multi-part pricing techniques on customer response wherein he has developed consumer demand models capturing multi-part pricing tariffs. Raghu's work also focuses on studying how the influences of social media might work.
*Please note at the time of the podcast recording, Raghu served as a faculty director at Wharton Customer Analytics, his title has singed changed to Wharton AI & Analytics for Business (AIAB) faculty co-director. -
S2 Ep. 2 - Reinventing Customer Experience: Jenny Wolski of Petco
We are thrilled to have Jenny Wolski, SVP, Omnichannel Experience at Petco, join us in this episode. At Petco, Jenny leads enterprisewide programs targeted at evolving retail strategy and operations, strengthening omnichannel services, and enhancing employee and customer experiences and loyalty. Jenny also serves as an advisory board member for the Wharton Customer Analytics Initiative and is the founding sponsor for LGBTQ+ at Petco.
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S2 Ep. 1 – Rosewood Hotel Group’s Lucy Werner
On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Lucy Werner, SVP, Commercial at Rosewood Hotel Group. Lucy shares how Rosewood is transforming its operations using digital and data, delivering unique experiences in luxury hospitality, and navigating customer expectations across different regions.
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S1 Ep.10 - IHCL Taj's Veetika Joshi Deoras
On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Veetika Joshi Deoras, VP of Brands, Marketing and Data at Indian Hotels Company (IHCL). Veetika shares how AI can drive the most impact in hospitality, especially in redefining customer experience, and how IHCL is meeting the needs of consumers’ changing preferences.
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S1 Ep. 9 - Forrester's Brandon Purcell
On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Brandon Purcell a VP, principal analyst at Forrester, about the evolution of the customer experience over the past six and a half years. Listen as they discuss what it takes for companies to avoid AI bias and remain innovative as they better understand their customers and create personalized customer journeys.
Customer Reviews
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Reinventing Customer Experience has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!
Cross industry learning - personalization
Great to learn how pervasiveness of personalization is driving engagement with customers across all industries be it financial services, QSR, e-commerce, hospitality etc...Provides plenty of real world examples + cross industry learning from leaders in the industry
Relevant Topics Discussed
Relevant topics applicable to a range of use cases. Insightful to know how leaders across various industries are reinventing customer experience to keep up with the changing times.