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Episode 38

Customer Experience Strategy with Chris Wallace

It's A Customer's World Podcast

 

 

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In this episode of “It’s a Customer’s World” podcast, Andy Murray is joined by Chris Wallace, Co-Founder and President of InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. 

 

In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more.

Questions and topics.

 

00:00 Podcast Introduction
01:17 Introducing Chris Wallace
02:22 Getting started in Customer Experience (CX)
03:36 Defining CX
05:00 Identifying if a brand is truly customer centric
06:06 What are the greatest challenges in becoming customer centric today?
08:15 Where does CX live within an organization?
11:16 How to measure the impact of CX
14:38 How brands can listen and understand their customer
16:52 The importance of a human touch in CX
19:50 What is the most important aspect of CX?
23:23 Trying to understand consumer sentiment at scale
26:01 The strong correlation between company culture and CX
31:03 What is the role of technology in-store?
36:00 Companies that are currently excelling at CX
38:00 What does InnerView do for their clients?
40:52 What insights have been uncovered through the work of InnerView?
42:42 Advice for students and young professionals

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Meet Your Host: Andy Murray

 

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.