Ep. 6: The Digital-First Customer Experience With Joe Wheeler

Great conversation with CX expert Joe Wheeler about his brand-new book. The Digital-First Customer Experience. We talked about the 7 strategies he covers in the book, and went deep on several of the case studies he wrote about, including Starbucks, Lemonade, Nike & Amazon. My favorite part about the book and our conversation was Joe's assertion that "Digital-First does not mean human second." He speaks in detail about how to humanize digital experiences, and how to weave together digital and human touchpoints, and also about how to scale human-powered touchpoints with digital capabilities.Having read the book, I recommend it, and I think our conversation will convince you it's worth your time.Resources & LinksJoe Wheeler on LinkedInJoe's speaker pageThe Digital-First Customer Experience On AmazonHoward Behar - who Joe references as his source of Starbucks wisdomThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

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