Rethinking your Customer-Centric Strategy

While rethinking the customer strategy, we came across a very unique thought process on service. There are two sides to service: the outcome and the experience. Outcomes are quantitative while the experience side is qualitative. 

To make the experience side distinctively memorable and likely to create a compelling story, it takes innovative people, aided by great technology, with a laser focus on the customer and their unique aspirations. Innovative people typically come from cultures led by leaders who are effective at inspiring, encouraging, coaching, mentoring, supporting, etc. Customer-centric strategies must include support of the cultural side of the enterprise, not just its tools.

This free-wheeling discussion with Dr. Bell is all about that experience. The author of the best-selling book, Inside your Customer's Imagination takes us on his journey of creating a profound customer experience while highlighting how customer-centric strategies must include support of the culture side of the enterprise and not just its tools.

This discussion shines the spotlight on:

• The impact of digital transformation on businesses
• The effects of Personalization
• The conversation around Artificial Intelligence
• The idea behind his best-selling book