December 8, 2022 • 18 mins
In this episode we’re going to talk about how to relate to customers in a way that’s unique and in a way that’s scalable, so we have Owen Robinson on the show today, who is currently the Vice President of CX Strategy at Water Filled Tech. The key to a successful modern customer engagement strategy is not the old school, bullhorn corporate experience for a million people, but it’s about hand crafting a million experiences for one customer. It’s earning customer loyalty at the individual scale with a handcrafted customer experience conscious of their behavior, their priorities, and delivering what they want, where they want it, when they want it.
About Owen’s background 0:52
Have customers changed? 4:07
Where to start and measuring 7:16
The data we have matters 9:44
Having the right technology 11:41
“The advent of cloud technology, which has been around for a long time and other technical spaces really came into its form in customer experience within the last decade. What that allows us to do is really consume super sophisticated applications and technology like artificial intelligence and big data analytics, and natural language processing, and all these really cool things that in the past we could kind of do, sorta, in a premise environment if you had enough money and time to put into it, but now midsized and even small businesses can consume these sophisticated capabilities for a couple hundred bucks an agent a month. So it’s a really cool time.” 4:40
www.linkedin.com/in/owen-b-robinson/
About Owen’s background 0:52
Have customers changed? 4:07
Where to start and measuring 7:16
The data we have matters 9:44
Having the right technology 11:41
“The advent of cloud technology, which has been around for a long time and other technical spaces really came into its form in customer experience within the last decade. What that allows us to do is really consume super sophisticated applications and technology like artificial intelligence and big data analytics, and natural language processing, and all these really cool things that in the past we could kind of do, sorta, in a premise environment if you had enough money and time to put into it, but now midsized and even small businesses can consume these sophisticated capabilities for a couple hundred bucks an agent a month. So it’s a really cool time.” 4:40
www.linkedin.com/in/owen-b-robinson/
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