Fixing Broken Customer Experiences

Shane Atchison, CEO, North America at Wunderman Thompson joins this episode to answer pressing questions on the new state of digital customer experiences. On this episode we discuss: How has the conversation changed regarding customer experience? Who should a company be focusing on now? Existing customer relationships or new customer acquisition? How has the consumer reception to brand interaction changed due to the current pandemic experience? What are the signals of upcoming hurdles and best practices for overcoming them? What does digital transformation mean for the employee that interacts with the digital customer? How can you make content that is relevant enough to make conversation in the live moment? What are some of the best practices that brands should look at when auditing their customer experience? How has video changed business interactions among both clients and customers to still enable a first-class customer experience over social distance? Shane gives a great example of building the customer journey AFTER the initial customer interaction. What has Wunderman Thompson been doing to help organizations update their customer care? He shares his thoughts on what’s next for today’s CMO. Get insights on the future paths of the Chief Digital Officer, Chief Customer Officer, and CMO as their roles evolve to serve the New Digital Customer journey. We discuss the importance of using social sentiment data and how brands can utilize it to have productive discussions and learnings for guiding their brand’s reaction to social issues. Shane Atchison is the CEO, North America at Wunderman Thompson – a network built to inspire growth for ambitious brands. As a 25-year veteran in the advertising and digital marketing industry, Shane is recognized as an innovative leader who creates meaningful and effective experiences for clients on a global scale. As CEO, North America, Shane is responsible for driving transformative change for clients through consulting, data, commerce, and technology services.