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The CX Iconoclast

If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as Richard Owen, co-founder of OCX Cognition, hosts conversations and interviews with business leaders, academics, and thinkers whose ideas can guide the CX profession to think in new ways about what success looks like. Most of them aren’t CX professionals, but all of them have something to teach us about CX. We’ll take a clear-eyed look at the problems that have hampered the discipline and explore the compelling ideas behind a re-engineering CX for a modern world. Come disgruntled, leave inspired. Find us at www.ocxcognition.com

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The CX Iconoclast

Joe Wheeler - Digital First, People Second?

November 06, 2023 • OCX Cognition • Season 1 • Episode 15

Today, we sit down with Joe Wheeler, the author of the insightful book “The Digital First Customer Experience.” We dive deep into the design strategies used by top brands like NIKE, Amazon, and Starbucks, and how these strategies have evolved to meet the demands of an increasingly digital marketplace.

Highlights:

Insights from “The Digital First Customer Experience”:
1. Discussion about the book and its revelations on customer experience strategies.
2. Joe Wheeler shares his inspiration for writing the book.

Strategies of Leading Brands
1. An exploration of the design strategies from globally recognized brands.
2. How NIKE, Amazon, and Starbucks have set the bar for customer experience.

The Evolution of Customer Experience
1. Reflecting on the transformation of customer engagement through digital innovation.
2. A look at the future of customer experience in the tech-driven world.

Joe Wheeler’s Expertise
1. Joe discusses his time in executive roles at Bank of America and The Forum Corporation.
2, Insights into the corporate world's approach to customer experience.

Don't miss the insights and experiences shared by Joe that could redefine how you think about customer engagement in the digital era. Enjoy the conversation and walk away with actionable strategies for your business.

Find out how predictive CX analytics can help your business: https://ocxcognition.com/

Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

People on this episode

Richard Owen

Host