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Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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Episode Highlights: David Edelman and Alex Mead
Manage episode 494603113 series 2876000
Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead. Together, they explore the evolving landscape of customer experience, personalization, and the rise of AI in service delivery — but from two very different angles.
David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product", how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like.
Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish.
🎧 What You’ll Learn in This Episode:
Why customer experience is becoming the true differentiator for modern brands
The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me
How AI enables smarter, data-driven service delivery (without being creepy)
The dangers of lumping marketing and customer service into a single CX bucket
The critical need for embedded, real-time, contextual support
Why empowering front-line service agents (and AI) makes or breaks customer loyalty
129 episodes
Share
Manage episode 494603113 series 2876000
Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead. Together, they explore the evolving landscape of customer experience, personalization, and the rise of AI in service delivery — but from two very different angles.
David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product", how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like.
Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish.
🎧 What You’ll Learn in This Episode:
Why customer experience is becoming the true differentiator for modern brands
The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me
How AI enables smarter, data-driven service delivery (without being creepy)
The dangers of lumping marketing and customer service into a single CX bucket
The critical need for embedded, real-time, contextual support
Why empowering front-line service agents (and AI) makes or breaks customer loyalty
129 episodes
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Similar to All Things Considered CX with Bob Azman
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
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continue reading
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