Lauren Wood

So we'll start with the basics of customer experience and all the incredible work that you've done in this space. And then we're going to dive into our second favorite topic on the show, which is AI. So first and foremost, this is kind of a broad and big question, but I would love to hear it from you. How do you define customer experience?

So we'll start with the basics of customer experience and all the incredible work that you've done in this space. And then we're going to dive into our second favorite topic on the show, which is AI. So first and foremost, this is kind of a broad and big question, but I would love to hear it from you. How do you define customer experience?

So we'll start with the basics of customer experience and all the incredible work that you've done in this space. And then we're going to dive into our second favorite topic on the show, which is AI. So first and foremost, this is kind of a broad and big question, but I would love to hear it from you. How do you define customer experience?

That is the gospel. And I think so many people are like, oh, customer experience equals customer service. No, it goes so much deeper than that. I see your eyes rolling. And so my second question is, what do businesses typically get wrong? as they approach customer experience?

That is the gospel. And I think so many people are like, oh, customer experience equals customer service. No, it goes so much deeper than that. I see your eyes rolling. And so my second question is, what do businesses typically get wrong? as they approach customer experience?

That is the gospel. And I think so many people are like, oh, customer experience equals customer service. No, it goes so much deeper than that. I see your eyes rolling. And so my second question is, what do businesses typically get wrong? as they approach customer experience?

Mm-hmm. Something that you're saying that I really wanna underscore is that our perceptions do not always equal reality and often they do not. We can look at the data and we can infer insights or we can infer assumptions about our customer, which get us part of the way.

Mm-hmm. Something that you're saying that I really wanna underscore is that our perceptions do not always equal reality and often they do not. We can look at the data and we can infer insights or we can infer assumptions about our customer, which get us part of the way.

Mm-hmm. Something that you're saying that I really wanna underscore is that our perceptions do not always equal reality and often they do not. We can look at the data and we can infer insights or we can infer assumptions about our customer, which get us part of the way.

But until we actually speak to someone, until we can hear their voice, we can understand the context, we can listen to their body language with our eyes and our ears, you know, until we do that, we can't fully understand where our customer is at. And I think that that is such an important thing.

But until we actually speak to someone, until we can hear their voice, we can understand the context, we can listen to their body language with our eyes and our ears, you know, until we do that, we can't fully understand where our customer is at. And I think that that is such an important thing.

But until we actually speak to someone, until we can hear their voice, we can understand the context, we can listen to their body language with our eyes and our ears, you know, until we do that, we can't fully understand where our customer is at. And I think that that is such an important thing.

There's companies that relentlessly speak to the customer and companies that think it's just a nice add-on. Yeah. Yeah, exactly. It's a big mistake.

There's companies that relentlessly speak to the customer and companies that think it's just a nice add-on. Yeah. Yeah, exactly. It's a big mistake.

There's companies that relentlessly speak to the customer and companies that think it's just a nice add-on. Yeah. Yeah, exactly. It's a big mistake.

Why is it important that businesses do this? What's the opportunity at stake?

Why is it important that businesses do this? What's the opportunity at stake?

Why is it important that businesses do this? What's the opportunity at stake?

Yeah, I mean, it comes down to lifetime value. And I think that's such a difficult metric sometimes to think about because it doesn't line up with our quarterly metrics.

Yeah, I mean, it comes down to lifetime value. And I think that's such a difficult metric sometimes to think about because it doesn't line up with our quarterly metrics.