A COMMON CUSTOMER EXPERIENCE
“
The challenge is that our C-suites don’t work together to define a common customer experience. Everybody looks at [it] through their lens, and nobody is knitting it together to say ‘As a brand here’s what we want our experience to be, and here’s how all of us live in service of that goal.’ That reframing of an entire C-suite is the work that needs to be done and hasn’t happened yet.”
Ashley Haynes-Gaspar
General Manager & COO, US Industry
& Business Applications, Microsoft
José Reyes
US Experience Center Leader & Chief Creative Officer, PwC
Glen Hartman
Global Commerce Lead, Accenture Song
Dara Treseder
SVP & Global Head of Marketing, Communications & Membership, Peloton
The notion of empathy and how we use the data as creatives to tell a story is critically important. We can’t forget that the data doesn’t make the person; we have to connect with that person. And the only way to do that is to listen.”
“
DATA DOESN’T MAKE THE CUSTOMER
The best tool for marketers is true empathy. If we can’t do that, we’ll make personalization look like a joke. Brands are a promise, and the way that promise is delivered is through the [customer] experience.”
“
EMPATHY IS
THE BEST TOOL
Our bar is motivation, and that’s the bar we hold for ourselves in everything we do across the business. Whether you are in operations, marketing or demand generation, that bar you set pushes you to greatness. And that is how you intentionally cultivate a community.”
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CULTIVATE COMMUNITY
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