James Reed: all about business

8. The 10 second customer journey: stop friction and increase growth | Todd Unger

23 Dec 2024

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With seventy percent of online buyers abandoning their shopping before checkout, how can you create a frictionless customer journey that only takes ten seconds?In this episode of All About Business, James Reed speaks to customer experience expert Todd Unger. Todd reveals why most customer journeys don’t work, how low-cost AI can help you understand your customers better, and the hit Ariana Grande song that could transform your approach to customer experience.Todd Unger is the Chief Experience Officer at the American Medical Association, overseeing membership, marketing and customer experience initiatives. His book, the ten-second customer journey explains how you can rapidly convert customers online, drawing on Todd’s 30 year career in marketing and customer experience.02:00 Meet Todd Unger: Chief Experience Officer03:27 The evolution of Customer Experience08:04 The four points of CXO10:50 The importance of frictionless experience18:07 Building effective digital services24:10 Building a culture of testing and experimentation26:17 The role of AI in modern testing26:44 AI's impact on the 10 second customer journey28:03 Leveraging technology partners for AI34:29 Practical applications and future of AI45:17 Customer experience advice for entrepreneurs48:27 Reed interview roundFollow Todd Unger on LinkedInVisit Todd Unger’s website: https://www.toddunger.com/Buy Todd Unger’s book Follow James Reed on LinkedInAll About Business is brought to you by Reed Global. Learn more at: www.reed.comThis podcast was co-produced by Reed Global and Flamingo Media. If you’d like to create a podcast to elevate your brand, visit Flamingo-media.co.uk

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This episode hasn't been transcribed yet

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