• S02 Ep02 - Voice of the Customer with Jennifer Arnold (2/3) - Is technology actually getting in the way, or are we simply innovating so well we don't notice it happening?

  • Sep 12 2024
  • Length: 28 mins
  • Podcast

S02 Ep02 - Voice of the Customer with Jennifer Arnold (2/3) - Is technology actually getting in the way, or are we simply innovating so well we don't notice it happening?

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  • Summary

  • Jen and Stu are back for the second of three conversations on customer experience. Much like three kids in a trenchcoat, the various parts of a large company are often poorly balanced and easy to spot despite their best efforts to appear like one functioning person. Is this simply due to process misalignment, or is the bottomless hunger for data points and obsession with technology getting in the way of simple, human touchpoints that make or break a relationship? Listen in as Jen and Stu dig into these questions, discuss the importance of customer journey mapping, financial literacy for the youth of today and how some of the most boring (seeming) industries are in fact, fostering some of the most exciting and meaningful innovations in our day to day lives that we are already taking for granted... Guest: Jennifer Arnold Jen has more than 30 years of experience working in senior regional and global marketing, sales, and CX roles, mainly with leading IT companies. She now consults around customer advisory boards and communities and works with the Public Sector Network to help companies build their government sales and marketing programs. Host: Stuart P. Turner Stu has over 20 years of experience in digital strategy across the UK and APAC. He's always been at the competitive edge of digital, serving brands both large and small in agencies, as well as building his own businesses. He's currently pretending to work while actually recording this show at Flow State (https://theflowstate.io) and co-founding next-generation B2B technology business Cataylsi (https://catalysi.com/). References https://www.mi-3.com.au/02-07-2024/mi3-launches-fy2025-marketing-customer-benchmarks-105-companies-3bn-marketing-spend-0 https://www.accenture.com/us-en/services/interactive/propelling-growth-personalization https://vanilla.higherlogic.com/blog/community-impact-customer-retention/ https://foundryco.com/research/role-and-influence/ (gated)
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