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On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Brandon Purcell, VP and principal analyst at Forrester. Their conversation focuses on customer analytics and fair, accountable AI needed to derive insights to retain loyal customers, increase customer loyalty and inform product development and service delivery.


Learn how Brandon has seen the perspective of customer experience evolve over the past six years and the combination of quantitative and qualitative research it takes to eliminate churn and better understand customers.