Podcast

Reinventing Customer Experience

“Reinventing Customer Experience,” a podcast by ZS, looks at how companies deliver personalized experiences and engage customers. Arun Shastri and Gopi Vikranth talk with digital, analytics and technology leaders to learn how they are transforming their customer experience programs and see consumer engagement evolving in the future.

Transforming Biopharma




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Featured episode

Joe Wheeler of Bluemvmt and CX/Digital

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.



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FEATURED EPISODE

Jenny Wolski of Petco

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.


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Featured episode

Lucy Werner of Rosewood Hotel Group

Arun Shastri and Gopi Vikranth talk with Lucy Werner, SVP commercial at Rosewood Hotel Group. Lucy shares how Rosewood is transforming its operations using digital and data, delivering unique experiences in luxury hospitality and navigating customer expectations across different regions. Learn how Rosewood distinguished itself as a luxury brand in the hospitality space and how a digital transformation will keep the brand connected to guests.


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Featured episode

Veetika Joshi Deoras of Indian Hotels Company Limited(IHCL)

Arun Shastri and Gopi Vikranth welcome Veetika Joshi Deoras, VP of brands, marketing and data at Indian Hotels Company (IHCL). Veetika discusses how IHCL is responding to consumers’ changing preferences and how AI can make the biggest impact in hospitality, especially in redefining customer experience.


Leading through transformation with Linda

FEATURED EPISODE

Brandon Purcell of Forrester

Brandon Purcell, VP and principal analyst at Forrester, talks with Arun Shastri and Gopi Vikranth about customer analytics and how he has seen the perspective of customer experience evolve. Brandon talks about the fair, accountable AI needed to derive insights to retain loyal customers and inform product development and service delivery.


The state of digital health

Featured episode

Harit Talwar of Goldman Sachs

Arun Shastri and Gopi Vikranth welcome Harit Talwar, former chairman of consumer business (Marcus) and partner at Goldman Sachs, to talk about how Goldman Sachs is disrupting the financial services industry by merging traditional ways of banking and with engineering data and design to deliver great customer experiences. Harit also discusses the need to organize by customer journeys rather than traditional departments.

Miniseries



Industry leaders talk about the evolution of customer experience

Industry leaders talk about the evolution of customer experience

About the Host(s)

Arun Shastri and Gopi Vikranth are principals at ZS. Arun leads ZS’s AI practice and oversees analytics services and solutions for several industry sectors. Gopi is a seasoned decision sciences and analytics executive with extensive expertise in retail, gaming and hospitality, pharma and P&C industries.



Arun Shastri

Arun Shastri

Principal

AI & Analytics

Gopi Vikranth

Gopi Vikranth

Principal

Strategy & Advisory

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