Creating a Customer-Centric Organization

Betsy Chung, a veteran global CMO, shares insights on how companies can be intentional about customer experience. She emphasizes the importance of starting with a compelling vision that places customer experience at the core of operations. Betsy shares examples from her experience at American Express, BMO, and TD Bank, where customer experience was a driving force. She also discusses the use of tools such as voice of the customer feedback, personalization, and employee listening to optimize customer experience. Betsy highlights the significance of addressing customer irritants and the need for a multidisciplinary team approach to resolve challenges.