By Dayton Semerjian
While I had hoped that audience members would learn a bit about Customer Experience, I was surprised that I too walked away with some new perspectives.
The other panelists included Lilian Tomovich, Chief Experience Office and Chief Marketing Officer, MGM Resorts International and analyst Jason Bloomberg, President, Intellyx.
This group was assembled with a mind to provide the audience with some contrasting opinions – Lilian represented a business-to-consumer brand, I represented a business-to-business brand and Jason, being an industry analyst, shared industry-wide views.
Lilian spoke about the challenges of delivering a superior customer experience in the hospitality industry, which I initially thought of as lightyears removed from my own software industry.
Yet by the end of the discussion I came to feel that I could better serve my customers if I paid more attention to how Lilian served hers. She spoke of her company’s hyper focus on amplifying the customer experience, minimizing “buzz-kills” and maximizing “plus-ups.”
Read the entire article at http://blogs.ca.com/2015/12/18/my-new-years-resolution-to-raise-the-bar-on-customer-experience/?mrm=425878&cid=GLOB-SMM-ABUS-AAR-000002-00000571
