July 2, 2020

Digital Experience Revolution

The Inextricable Link Between the Customer Journey and Empathy

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The Digital Experience Revolution

Presented by The Institute for Digital Transformation

In This Episode

The customer experience used to be just about understanding your customers’ needs and patterns. Now it is about the customer journey. Can that journey exist as a mere transaction between buyer and seller, or is the that journey something more?

Charlie and Frank discuss how companies must also be aware of the social issues their customers believe in and be sensitive to them. The journey means having empathy – a uniquely human trait. Now, your customer is paying attention to you through the totality of their engagement with you – at all levels. Can digital technology provide the necessary help in that journey? Two companies we discuss provide engines of contextual data. Can this provide a “Self-Driving Enterprise?”

This is the big message of the Digital Experience Supply Chain - continuous, customer-centric transformation.

We discuss:

And we cover:

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About The Show

The Digital Experience Revolution, with Charles Araujo and Dr. Frank Granito, explores emerging trends and technologies around Digital Transformation, the Customer Experience and The Future of Work — and how they are reshaping organizations in the Digital Era.


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