6 episodes

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.

Reinventing Customer Experience ZS

    • Business
    • 5.0 • 28 Ratings

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.

    Ep. 1: Reinventing Customer Experience: Walmart's Suresh Kumar

    Ep. 1: Reinventing Customer Experience: Walmart's Suresh Kumar

    On the inaugural episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Suresh Kumar, global chief technology officer and chief development officer at Walmart, about how the retailer has enhanced its customer experience strategies during the pandemic, predictions for the next generation of retail omnichannel, and much more. 

    • 47 min
    Ep. 2: Reinventing Customer Experience: United Airlines' Michelle Brown

    Ep. 2: Reinventing Customer Experience: United Airlines' Michelle Brown

    On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Michelle Brown, vice president of digital products and analytics for United Airlines, about how digital and tech have evolved prior to and during the pandemic. They are also joined by ZS Principal Kajal Narasimha, who worked for United for nearly two decades.

    • 37 min
    Ep. 3: Reinventing Customer Experience: Choice Hotels International's Sarah Searls

    Ep. 3: Reinventing Customer Experience: Choice Hotels International's Sarah Searls

    On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Sarah Searls, chief customer officer for Choice Hotels International, about how the COVID-19 pandemic has impacted customer experience in the hospitality industry and Choice’s customer-engagement efforts.

    • 34 min
    Ep. 4: Reinventing Customer Experience: Citi's Murli Buluswar

    Ep. 4: Reinventing Customer Experience: Citi's Murli Buluswar

    On this episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Murli Buluswar, head of analytics, U.S. consumer bank, for Citi, about how the financial giant uses digital to boost its customer experience and keep customers connected across channels.

    • 33 min
    Ep. 5: Reinventing Customer Experience: Sweetgreen's Daniel Shlossman

    Ep. 5: Reinventing Customer Experience: Sweetgreen's Daniel Shlossman

    On this episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Daniel Shlossman, senior vice president of digital and growth for Sweetgreen, about the restaurant chain’s customer experience journey, how the company has nurtured customer trust during the COVID-19 pandemic, and much more.

    • 32 min
    Ep. 6: Reinventing Customer Experience: University of Chicago's Pradeep Chintagunta

    Ep. 6: Reinventing Customer Experience: University of Chicago's Pradeep Chintagunta

    On this episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Pradeep Chintagunta, Joseph T. and Bernice S. Lewis distinguished service professor of marketing at the University of Chicago Booth School of Business, about how businesses can maximize their customer relationships and drive impact in emerging economies.

    • 46 min

Customer Reviews

5.0 out of 5
28 Ratings

28 Ratings

Olga-Rp ,

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

jennyyfeng ,

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.

Ajit Dhobale ,

Amazing podcast!

Getting to know the impact stories and perspectives from different industries on improving customer experience, makes this an amazing podcast!

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