Reinventing Customer Experience

Lumen Technologies is a global telecommunications company. Ryan Asdourian, the company’s executive vice president and chief marketing officer shares how Lumen uses AI to enhance customer interactions, streamline operations and empower employees.

Furniture retailer Wayfair is known for creating market-leading experiences. Hear from Chief Technology Officer Fiona Tan how Wayfair is integrating AI to personalize the shopping experience from online to in person.

Professor and author Robert Wolcott discusses how the ability to deliver on customer expectations and enhance production drives the need for proximity and will shape the future.

On this episode of the “Reinventing Customer Experience” podcast, Arun Shastri and Gopi Vikranth discuss digital-first customer experience with Joe Wheeler, CEO of Bluemvmt and CX/Digital. A published author whose latest book, "The Digital-First Customer Experience" breaks down modern business strategies, Joe dives into how analytics and machine learning will drive customer loyalty while sharing analysis of the customer experience practices of some of the world’s best-known brands.

Jenny Wolski, SVP, omnichannel experience at Petco, talks with Arun Shastri and Gopi Vikranth about how the company goes beyond the transactional in creating a customer experience, including understanding pet owners’ evolving buying habits and adjusting to those changes. She also discusses the value of membership programs and how strong customer loyalty drives value today while forecasting the pet industry five years from now.