In this episode Wendy Liebmann talks with Damian Kernahan, founder & CEO of Proto Partners, an Australian-based customer experience consultancy, to understand how technology, the Covid pandemic and increasingly complex shopping behaviors are driving the urgency to build shopper-centric organizations.
They discuss:
- The challenges to building a shopper-centric organization in today’s increasingly complicated omni-channel world
- Why it is critical to put the shopper at the center of every decision and understand the broader context of shoppers’ lives
- How to break down barriers in siloed corporations to focus on end-to-end shopper experiences
- How to get “the brilliant basics right” to create a singular shopper experience
- How companies often misunderstand what shoppers want, what problems they are trying to solve, and instead “throw an app at it”
- Why shopper personas often don’t work in building successful CX
- Three steps to building the right experience for shoppers, and why digging into “the question behind the question” is critical
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