Redefining CX with Cairo Kenan Marsh | Pragmatic Institute

What does it take to design customer experiences that truly resonate? 

In this episode of the Pragmatic Product Chat Series, host Rebecca Kalogeris sits down with Cairo Kenan Marsh, founder and executive partner of Relativ*, to explore the critical role of relationship-driven customer experiences in today’s market. Cairo draws from his extensive experience working with major brands across the U.S. and Asia to explain why understanding customer problems is the foundation of creating impactful experiences. 

The conversation uncovers the key differences between customer journeys and customer experiences, emphasizing that every interaction shapes a customer’s perception of a brand. Cairo highlights the need for businesses to design with both the tangible results customers want and the emotions they experience along the way. From blending data and creativity to navigating cultural differences in global markets, Cairo shares practical advice for companies looking to strengthen relationships and deliver meaningful experiences. 

Tune in for actionable insights on measuring the ROI of experience investments, leveraging AI to personalize interactions, and navigating the nuances of B2B and B2C customer engagement. 

For detailed takeaways, show notes, and more, visit: www.pragmaticinstitute.com/resources/podcasts 

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