How much of customer experience is having the foresight to know what those individuals might like, versus asking them? In Episode 5 of this new podcast series, ‘Getting Intimate with CX’, BrandHook CEO, Pip Stocks, talks with Tammy Marshall, about the importance of asking your customers questions, how consistency plays a role in engagement, but how the unexpected adds extra value.

Tammy Marshall is the founder of The B Hive, an innovation and change management consultancy that specialises in the hospitality and tourism sectors. The group launched in December 2016 and focuses on the business transformation required as the types of experiences customers expect ramps up.

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.