In Episode 4 of this new podcast series ‘Getting Intimate with CX’, BrandHook MD, Pip Stocks, talks with Karen Lawson about what’s missing amid all the technology and data helping organisations improve their customer experience approach, and how to balance knowledge with trust, authenticity and a human touch.
Karen Lawson is an award-winning business executive and leader in the digital industry. As the CEO of Slingshot, Australia’s leading corporate accelerator program, Karen is using her proven experience in driving reinvention and transformation to help the world’s biggest brands stay ahead of disruption.
Three years ago, marketers were confused about what the digital revolution meant for their consumers, their brand and the customer experience. That has changed. According to CMO Mag 2017 Predictions, 83% of CMO’s believe customer experience to be central to their role.
But what we still fail to see is those brand and experiences changing in line with customer behaviour and customer needs. We believe having intimate understanding of your customers can deliver a powerful customer experience and a competitive edge.
Distributed through the CMO Magazine, this new BrandHook Podcast Series will ask big business and a variety of disruptors the same 7 questions to unearth how some marketers can crack a powerful & connected customer experience and why others still have work to do.
In an endeavour to unearth and unpack this we will talk to a number of CMOs, marketers, data scientists and CEOs from a variety of brands.