The Intersection of Agility and the Customer Experience

<p><span style="font-weight: 400;">The pandemic highlighted two defining characteristics of successful companies — agility and the exceptional customer experience.  To help explain the importance of each of these characteristics, Thom Singer and Craig Brown are joined by Agile World principal</span> <span style= "font-weight: 400;">Greg Kihlstrom. Greg is an expert on the intersection of customer experience, employee experience and digital transformation.  In this episode he defines the customer experience, explains what exactly happens at the intersection of agility and experience, and takes a look into the incredible possibilities that are waiting to be realized in the future of work.  And no matter what level your position is in your company, you won’t want to miss Greg’s insights into simple and effective ways to improve the employee experience. </span></p> <p> </p> <p><span style="font-weight: 400;">On today’s podcast, you will learn:</span></p> <p> </p> <p><strong>Defining the customer experience  </strong></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Customer experience is the customer’s perception of their holistic experience within an organization. </span></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Every employee has a touch point with the customer, from software engineers to the frontline retail employees. </span></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">It is essential that everyone understands their role in maximizing the customer experience. </span></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Measuring the customer experience can be challenging because it has to encompass the interaction with the entire company. </span></li> </ul> <p> </p> <p><strong>Innovation or customer experience — what makes the market? </strong></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">There has been a major shift in how c