Lauren Wood

And you were telling me earlier that you've recently made updates to your voice of customer program. Can you tell us a little bit about what inspired that change and what it looks like now?

What are some of the data sources that you're using that you weren't using previously that you found to be really valuable?

What are some of the data sources that you're using that you weren't using previously that you found to be really valuable?

What are some of the data sources that you're using that you weren't using previously that you found to be really valuable?

Yeah. You're highlighting something that is just music to my CX ears, which is the collaboration between customer experience and customer support and marketing. And when you really marry those two teams and we look at the insights and the wealth of knowledge that is coming through customer service...

Yeah. You're highlighting something that is just music to my CX ears, which is the collaboration between customer experience and customer support and marketing. And when you really marry those two teams and we look at the insights and the wealth of knowledge that is coming through customer service...

Yeah. You're highlighting something that is just music to my CX ears, which is the collaboration between customer experience and customer support and marketing. And when you really marry those two teams and we look at the insights and the wealth of knowledge that is coming through customer service...

We can not only improve the experience for the customer, improve the marketing messaging for the customer, but also create products and think about how these products will impact the customer in a more meaningful way.

We can not only improve the experience for the customer, improve the marketing messaging for the customer, but also create products and think about how these products will impact the customer in a more meaningful way.

We can not only improve the experience for the customer, improve the marketing messaging for the customer, but also create products and think about how these products will impact the customer in a more meaningful way.

Fully. What challenges have you experienced in this? Because at the same time, as we create these deeper connections, we also create often more complexity. And I think a lot of the reason why we've stayed in our own lanes is because it's easier to stay in your own lane instead of merge the highways. You know what I mean?

Fully. What challenges have you experienced in this? Because at the same time, as we create these deeper connections, we also create often more complexity. And I think a lot of the reason why we've stayed in our own lanes is because it's easier to stay in your own lane instead of merge the highways. You know what I mean?

Fully. What challenges have you experienced in this? Because at the same time, as we create these deeper connections, we also create often more complexity. And I think a lot of the reason why we've stayed in our own lanes is because it's easier to stay in your own lane instead of merge the highways. You know what I mean?

I think that because of the difficulty that we're talking about, that executive alignment all the way at the top to say, we are going to take on the challenge of cross-functional collaboration and integration into our systems and our ways of working, the juice is worth the squeeze, basically. And we acknowledge that it's not going to be a cakewalk. It's probably going to be somewhat challenging.

I think that because of the difficulty that we're talking about, that executive alignment all the way at the top to say, we are going to take on the challenge of cross-functional collaboration and integration into our systems and our ways of working, the juice is worth the squeeze, basically. And we acknowledge that it's not going to be a cakewalk. It's probably going to be somewhat challenging.

I think that because of the difficulty that we're talking about, that executive alignment all the way at the top to say, we are going to take on the challenge of cross-functional collaboration and integration into our systems and our ways of working, the juice is worth the squeeze, basically. And we acknowledge that it's not going to be a cakewalk. It's probably going to be somewhat challenging.

We'll need to invest in that collaboration. And so I- Trial and error.

We'll need to invest in that collaboration. And so I- Trial and error.

We'll need to invest in that collaboration. And so I- Trial and error.

But what got us here won't get us there. Yeah. And that is a great segue into what I would love to now talk about, which is what's the next phase of LG? It feels like you're really at a turning point right now. So tell us a little bit about that.