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J.P. Morgan Chase’s Dr. Tiffany Perkins-Munn: Self-Service, Digital Transformation, and Omnichannel Customer Service
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This episode features an interview with Dr. Tiffany Perkins-Munn, Head of Marketing Data & Analytics at J.P. Morgan Chase. Tiffany has a Ph.D. in Social-Personality Psychology with an interdisciplinary focus on Advanced Quantitative Methods. Her work is the subject of various lectures on psychology, statistics, and their real-world applications. Tiffany coordinates strategies to identify objectives, expose patterns, and implement game-changing solutions.
In this episode, Kailey sits down with Tiffany to discuss opportunities in AI, the power of self-service tools, and improving customer experience through social media.
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Key Takeaways:
- Social media is a powerful mechanism for communication and community for customers. These channels allow marketers to address customer concerns, resolve their issues, and build lasting relationships.
- In 2024, expect to see companies leveraging digital transformation, self-service tools, and omnichannel customer service to create an excellent customer experience.
- AI sparked fear that it would take away jobs from humans. However, AI is proving to actually create jobs with new roles like prompt engineer.
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“There are lots of businesses that are using social media, not only for marketing, but also for customer service. Actively engaging with customers on the platform, addressing their concerns, building relationships. This, to me, is a real opportunity for digital transformation and AI to maximize the work that's happening.” – Tiffany Perkins-Munn
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Episode Timestamps:
*(02:59) - Tiffany’s career journey
*(06:16) - Trends in the customer experience journey
*(15:19) - AI trends and use cases in 2024
*(27:36) - How Tiffany defines “good data”
*(33:25) - An example of another company doing it right with customer engagement (hint: it’s Zappos, Ritz Carlton, and local businesses)
*(36:46) - Tiffany’s recommendations for upleveling customer experience strategies
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Links:
Connect with Tiffany on LinkedIn
Connect with Kailey on LinkedIn
Learn more about Caspian Studios
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