Transformation—The Evolving Customer Experience

We live in an era of instant gratification—and it's redefined the customer experience. Guests discuss how technology has changed customer expectations and the innovations that are helping organizations provide faster, more personalized service. Sindhu Joseph, CEO and founder of CogniCor Technologies in San Francisco, California, USA, outlines how artificial intelligence can help organizations deliver on-demand customer service. Members of the PMO team at Triglav Group in Ljubljana, Slovenia explain how digitizing and centralizing customer data helped transform Triglav's customer experience. Borislav Tadić, PMP, vice president responsible for transformation and board member support for data protection, legal and compliance at Deutsche Telekom in Bonn, Germany, discusses how taking a more holistic approach—and getting every department involved—can help an organization offer a better customer experience. Key Themes: [00:23] Evolving customer expectations [02:46] How AI can enhance customer service [06:13] Creating more customized customer interactions [08:14] Case study: Triglav's digital transformation [12:57] Delivering transparency, personalization, simplicity [15:03] Taking a holistic approach to customer experience [17:48] Simplifying processes creates better customer experiences

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Transformation—The Evolving Customer Experience is an episode from Projectified with PMI by Project Management Institute.

This episode is 22:14 long.

This episode was published on Sep 25, 2019.

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