A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Subscribe on Google Play Listen on Stitcher Listen on Stitcher Listen on YouTube

Episodes tagged “customer centricity”

Putting the “customer” into customer experience

Putting the “customer” into customer experience

Released: January 7, 2020 • Episode #98

It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”

Listen to this episode

Becoming Customer(s)-Centric

Becoming Customer(s)-Centric

Released: September 3, 2019 • Episode #82

It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”

Listen to this episode