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95. How to transform customer experience and lead your team to success
Feb 15, 2024
Join Jess as she delves into the dynamic world of digital transformation with Betsey Chung, a seasoned leader in global marketing and digital strategy. They explore Betsey's journey from CFO to CMO and her insights gained from top organizations. They discuss the importance of vision in driving customer experience, the power of personalized solutions, and the importance of advocating for teams. They also talk about understanding consumer needs, personal interests, and share their admiration for the Four Seasons brand.
28:21
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Quick takeaways
- Starting with a compelling vision that prioritizes customer experience is crucial for successful digital transformation.
- Companies in the financial industry should prioritize being customer advocates and provide valuable financial education to address consumer needs.
Deep dives
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.
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