187. Putting Customer Experience Innovation Into Practice, with Bloomberg Industry Group CEO Josh Eastright | CUSTOMER EXPERIENCE INNOVATION

Bloomberg Industry Group CEO Josh Eastright talks with us about putting CX innovation into practice for this episode of the podcast. We discuss why when you’re running a digital business a product is never done, why providing your customers with answers at their point of need is a sign of an evolved customer experience, and why AI and machine learning are still heavily reliant on the human component to deliver valuable content to consumers.    Resources: Learn more at bloombergindustry.com Visit Josh’s LinkedIn profile: linkedin.com/in/josheastright   Learn more and get the full show notes at: 3PillarGlobal.com   Episode Highlights: [01:09] The origins of Bloomberg Industry Group and who they serve [04:45] Solving for your customers’ needs begins with the onboarding process, and understanding that technology buyers and users are often different audiences [07:42] Transitioning from traditional publishing to digital product innovation [17:50] How Bloomberg Industry Group drives innovation at a high level [20:52] Leveraging 90 years of history to create a business advantage [22:51] Providing answers at your customers’ point of need [27:33] The rate of digital adoption and how the pandemic impacted it [31:33] The struggles that come with using AI and machine learning