Lauren Wood

We have to really understand our customers so that we can bridge the gap between now and the future. If we really understand them, if we know them, if we know what problems and challenges they're facing on a day-to-day basis, then we can use our knowledge that we have from diving into AI and using AI and actually bridge that gap of what's possible. And that's where true innovation comes from.

Yeah. When it comes to digital transformation, the employee experience is changing. What employees are faced with both in terms of how frequently we are learning new tools, new mindsets, new approaches to work, and also there's job security on the table. How do you approach the employee experience and that change management as you go through digital transformations?

Yeah. When it comes to digital transformation, the employee experience is changing. What employees are faced with both in terms of how frequently we are learning new tools, new mindsets, new approaches to work, and also there's job security on the table. How do you approach the employee experience and that change management as you go through digital transformations?

Yeah. When it comes to digital transformation, the employee experience is changing. What employees are faced with both in terms of how frequently we are learning new tools, new mindsets, new approaches to work, and also there's job security on the table. How do you approach the employee experience and that change management as you go through digital transformations?

It is so true. The voice of the employee. I love hearing that. I think it's something we don't talk about often enough is that the sentiment, the needs, the feelings that our employees have change.

It is so true. The voice of the employee. I love hearing that. I think it's something we don't talk about often enough is that the sentiment, the needs, the feelings that our employees have change.

It is so true. The voice of the employee. I love hearing that. I think it's something we don't talk about often enough is that the sentiment, the needs, the feelings that our employees have change.

directly impacts whether they will adopt something or resist it and we have to tap in and listen to that and they have to feel like they are being listened to in order to feel like they can trust what they're being told the most frontline employee in a business can slow a transformation down

directly impacts whether they will adopt something or resist it and we have to tap in and listen to that and they have to feel like they are being listened to in order to feel like they can trust what they're being told the most frontline employee in a business can slow a transformation down

directly impacts whether they will adopt something or resist it and we have to tap in and listen to that and they have to feel like they are being listened to in order to feel like they can trust what they're being told the most frontline employee in a business can slow a transformation down

Yep. If we are investing in creating a better customer experience and the employees are pushing for that, but their experience is not being improved, I mean, just think about that. It doesn't feel good. Yeah. That is where resentment brews. And then people are like, I'm out of here. I can't handle this anymore. I have been one of those people in the past.

Yep. If we are investing in creating a better customer experience and the employees are pushing for that, but their experience is not being improved, I mean, just think about that. It doesn't feel good. Yeah. That is where resentment brews. And then people are like, I'm out of here. I can't handle this anymore. I have been one of those people in the past.

Yep. If we are investing in creating a better customer experience and the employees are pushing for that, but their experience is not being improved, I mean, just think about that. It doesn't feel good. Yeah. That is where resentment brews. And then people are like, I'm out of here. I can't handle this anymore. I have been one of those people in the past.

I'm like, why am I still working in a spreadsheet when I'm doing all this work to create a great customer experience that is streamlined and effortless? Well, I have one last question for you. And that is, what is one piece of advice that every customer experience leader should hear?

I'm like, why am I still working in a spreadsheet when I'm doing all this work to create a great customer experience that is streamlined and effortless? Well, I have one last question for you. And that is, what is one piece of advice that every customer experience leader should hear?

I'm like, why am I still working in a spreadsheet when I'm doing all this work to create a great customer experience that is streamlined and effortless? Well, I have one last question for you. And that is, what is one piece of advice that every customer experience leader should hear?

Very, very important advice. Garbage in, garbage out. We need to make sure that our data is nice and clean so that it can be used effectively. Well, Jonathan, thank you so much for coming on the show. It's been so insightful to hear all about your experience.

Very, very important advice. Garbage in, garbage out. We need to make sure that our data is nice and clean so that it can be used effectively. Well, Jonathan, thank you so much for coming on the show. It's been so insightful to hear all about your experience.

Very, very important advice. Garbage in, garbage out. We need to make sure that our data is nice and clean so that it can be used effectively. Well, Jonathan, thank you so much for coming on the show. It's been so insightful to hear all about your experience.

leading digital transformations, how companies and C-suite leaders can think about AI and the impact that AI is having on the customer experience landscape today and into the future. So it's been wonderful to have you. Thank you so much.