It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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#16: Why Enterprises Should Focus on Closing the Experience Gap (Luke Williams, Qualtrics)
MP3•Episod hem
Manage episode 181617190 series 1393299
Innehåll tillhandahållet av In The Know - A Customer Experience Podcast. Allt poddinnehåll inklusive avsnitt, grafik och podcastbeskrivningar laddas upp och tillhandahålls direkt av In The Know - A Customer Experience Podcast eller deras podcastplattformspartner. Om du tror att någon använder ditt upphovsrättsskyddade verk utan din tillåtelse kan du följa processen som beskrivs här https://sv.player.fm/legal.
Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it. In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools. Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics. In this discussion, we cover a handful to fascinating topics: - Why Ikea wins with their customer experience. - How enterprises can close the experience gap. - What enterprises is the poster child of customer experience? - How can companies cross the chasm from bad to decent to good to great customer experience?
…
continue reading
28 episoder
MP3•Episod hem
Manage episode 181617190 series 1393299
Innehåll tillhandahållet av In The Know - A Customer Experience Podcast. Allt poddinnehåll inklusive avsnitt, grafik och podcastbeskrivningar laddas upp och tillhandahålls direkt av In The Know - A Customer Experience Podcast eller deras podcastplattformspartner. Om du tror att någon använder ditt upphovsrättsskyddade verk utan din tillåtelse kan du följa processen som beskrivs här https://sv.player.fm/legal.
Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it. In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools. Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics. In this discussion, we cover a handful to fascinating topics: - Why Ikea wins with their customer experience. - How enterprises can close the experience gap. - What enterprises is the poster child of customer experience? - How can companies cross the chasm from bad to decent to good to great customer experience?
…
continue reading
28 episoder
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