Kerry Bodine

Talking to your customers one on one and really hearing what it is they're trying to achieve, what's going on in their lives, what's bringing them to your organization in the first place. People have very complex things going on in the background. And they bring all of that to your website, to your call center, however they are interacting with you.

And you've got to really understand that complexity in order to serve your customers in the way that they expect.

And you've got to really understand that complexity in order to serve your customers in the way that they expect.

And you've got to really understand that complexity in order to serve your customers in the way that they expect.

Exactly. And there are organizations that they have retail outlets, whether that's an actual retail commerce or a bank branch or whatever it is. And they do get the benefit of...

Exactly. And there are organizations that they have retail outlets, whether that's an actual retail commerce or a bank branch or whatever it is. And they do get the benefit of...

Exactly. And there are organizations that they have retail outlets, whether that's an actual retail commerce or a bank branch or whatever it is. And they do get the benefit of...

you know, having their customers right there, being able to, like you said, pay attention to body language and, you know, potentially have more in-depth discussions about what's really going on with someone when they are, you know, submitting an insurance claim or purchasing a dress for a big event, you know, whatever it is.

you know, having their customers right there, being able to, like you said, pay attention to body language and, you know, potentially have more in-depth discussions about what's really going on with someone when they are, you know, submitting an insurance claim or purchasing a dress for a big event, you know, whatever it is.

you know, having their customers right there, being able to, like you said, pay attention to body language and, you know, potentially have more in-depth discussions about what's really going on with someone when they are, you know, submitting an insurance claim or purchasing a dress for a big event, you know, whatever it is.

But those background stories are just as important when we're talking about digital interactions as well. The other thing, Lauren, that you just said about perceptions not equaling reality is that that's true from the customer perspective as well. And so they may be on hold, let's say, for two minutes to talk to a human.

But those background stories are just as important when we're talking about digital interactions as well. The other thing, Lauren, that you just said about perceptions not equaling reality is that that's true from the customer perspective as well. And so they may be on hold, let's say, for two minutes to talk to a human.

But those background stories are just as important when we're talking about digital interactions as well. The other thing, Lauren, that you just said about perceptions not equaling reality is that that's true from the customer perspective as well. And so they may be on hold, let's say, for two minutes to talk to a human.

But their perception might be that it was an hour and a half or just forever, just way too long. And so we have to find a way to marry up what is the objective reality and what is the subjective reality, whether that's someone in the business or a customer.

But their perception might be that it was an hour and a half or just forever, just way too long. And so we have to find a way to marry up what is the objective reality and what is the subjective reality, whether that's someone in the business or a customer.

But their perception might be that it was an hour and a half or just forever, just way too long. And so we have to find a way to marry up what is the objective reality and what is the subjective reality, whether that's someone in the business or a customer.

Well, the opportunity, like you said earlier, is around competitive advantage. Companies that truly get this, they win in the marketplace again and again and again. The challenge is that it's a long game. When you are investing in customer experience, you're not going to see...

Well, the opportunity, like you said earlier, is around competitive advantage. Companies that truly get this, they win in the marketplace again and again and again. The challenge is that it's a long game. When you are investing in customer experience, you're not going to see...

Well, the opportunity, like you said earlier, is around competitive advantage. Companies that truly get this, they win in the marketplace again and again and again. The challenge is that it's a long game. When you are investing in customer experience, you're not going to see...

The results tomorrow or next week, you've got to have some degree of patience and just know that this is going to pay out down the road. Now, how far down the road that's going to be different for every organization and the degree of investment that they're putting in. But companies that are relentlessly managing every single decision to their quarterly results, they're not going to get this.