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 Experienceâ€â€”the first in a series of podcasts from ZS called “Impact Storiesâ€â€”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.
The Reinventing Customer Experience podcast has quickly become a favorite in my feed. As someone who is always looking to learn and stay up-to-date on the latest trends and strategies in customer experience, this podcast consistently delivers engaging conversations, insightful content, and actionable ideas. Each episode provides a wealth of knowledge, and I truly feel like I learn something new every time I listen.
One of the best aspects of this podcast is its focus on personalization and its impact on customer engagement across various industries. Whether it's financial services, quick-service restaurants, e-commerce, or hospitality, the pervasiveness of personalization is driving meaningful connections with customers. The podcast does an excellent job of providing real-world examples and cross-industry learning from leaders in these fields. It's inspiring to hear how companies are reinventing their customer experiences to keep up with the changing times.
Another great aspect of this podcast is its relevance to a range of use cases. The topics discussed are applicable not only to specific industries but also to any business looking to improve their customer experience. This makes it valuable for listeners from various backgrounds and sectors. Additionally, hearing perspectives from different industry leaders provides a well-rounded understanding of what it takes to create remarkable customer experiences.
While it's challenging to find any major flaws in this podcast, one potential area for improvement could be expanding the diversity of guests. While the current lineup features leaders from various industries, there may still be room for more representation in terms of race, gender, and backgrounds. This would enhance the overall perspective and ensure a broader range of insights.
In conclusion, The Reinventing Customer Experience podcast is an amazing resource for anyone interested in improving their understanding of customer experience strategies and trends. Through engaging conversations and insightful content, listeners gain valuable knowledge that can be applied across industries. Despite potential areas for improvement in guest diversity, this podcast remains highly informative and enjoyable to listen to. I highly recommend it!
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.
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.
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.
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.
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.
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.
On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Harit Talwar, former chairman of consumer business (Marcus) and partner at Goldman Sachs. Learn how Goldman Sachs is disrupting the financial services industry by taking traditional ways of banking and fusing it with engineering data and design to deliver great customer experiences.
On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Meenakshi Nagarajan, SVP, recurring revenue and loyalty at Panera.Listen as they discuss the role of personalization, creating a true omnichannel experience and prioritizing leading-edge initiatives. Meenakshi also shares more around the launch of its loyalty program and how Panera keeps its consumers not only engaged but empowered through digital and in-person interactions. Some results or numbers have increased since the recording of this podcast.
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.
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.
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.
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.
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.
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.
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