))
Customer-first, employee-driven business transformation
Manage episode 379438130 series 3519045
Treść dostarczona przez Jason S Bradshaw. Cała zawartość podcastów, w tym odcinki, grafika i opisy podcastów, jest przesyłana i udostępniana bezpośrednio przez Jason S Bradshaw lub jego partnera na platformie podcastów. Jeśli uważasz, że ktoś wykorzystuje Twoje dzieło chronione prawem autorskim bez Twojej zgody, możesz postępować zgodnie z procedurą opisaną tutaj https://pl.player.fm/legal.
In this episode, we had the pleasure of hosting Greg Kihlström, a seasoned customer experience and business professional. He shared valuable insights from his latest book, "House of the Customer," a comprehensive guide to one-to-one customer-first employee-driven business transformation. Greg discussed the importance of creating personalized customer experience and the challenges organizations often face in doing so. He highlighted the importance of agile principles and starting small, iterating, and continuously learning.
Greg also stressed the critical link between customer experience and employee experience, emphasizing the impact of high employee turnover and lack of empowerment on customer experience. He proposed the use of AI as a promising tool for improving both customer and employee experience and discussed the potential of predictive analytics in anticipating and serving customer needs better.
In conclusion, Greg encouraged listeners to start small, focusing on one priority that could make a meaningful impact on their customers. He emphasized the importance of fostering a culture of experimentation and learning, which would be instrumental in the long run.
22 odcinków
Udostępnij
