What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger

What If? So What?

Player FM - Internet Radio Done Right

اضافه شده در three سال پیش

محتوای ارائه شده توسط Perficient, Inc.. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Perficient, Inc. یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

حدود یک سال پیش 28:15

MP3•خانه قسمت

In this episode of the What If, So What podcast, Jim Hertzfeld speaks with Todd Unger, Chief Experience Officer of the American Medical Association and author of "The 10-Second Customer Journey."
The conversation uncovered valuable insights on customer experience (CX) and its impact on business growth. Unger emphasized the importance of adapting to the rapid pace of customer decision-making in today's digital landscape and highlighted the need for organizations to unify their approach to customer experience, breaking down silos between product, marketing, commerce, and service departments. They discussed how small changes can lead to significant conversion rate increases, and that measurement is a critical aspect of CX strategy.
Unger introduced the concept of a "customer friction index" and discussed the use of automated tools to identify pain points in real-time, such as detecting "rage clicks" on websites. The two also discussed alignment between marketing and CX initiatives, with a focus on growth while maintaining the operational capability to address day-to-day customer issues.
The conversation underscored that effective CX is not just about high-level strategy but requires rolling up sleeves and tackling concrete problems that impact customer satisfaction and, ultimately, business growth.

Thank you for listening!

You can also watch the episode: https://www.youtube.com/@perficient/podcasts

Have a question for Jim? AMA - submit questions: podcast@perficient.com

FOLLOW JIM

https://www.linkedin.com/in/jimhertzfeld/

https://x.com/jimhertzfeld

FOLLOW PERFICIENT:

https://www.perficient.com/

https://www.linkedin.com/company/perficient/posts/?feedView=all

https://www.instagram.com/perficient/

فصل ها

1. What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger (00:00:00)

2. Digital Customer Experience Unification (00:00:05)

3. Enhancing Customer Experience Through Experimentation (00:11:29)

4. Measuring Customer Experience Metrics (00:15:37)

65 قسمت

#Tech #Business #Marketing #Perficient, Inc #Innovation #Digital Strategy #Genai #Artificial Intelligence #Machine Learning #Data Science #Thought Leaders #Technology

What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger

What If? So What?

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

Thank you for listening!

You can also watch the episode: https://www.youtube.com/@perficient/podcasts

Have a question for Jim? AMA - submit questions: podcast@perficient.com

FOLLOW JIM

https://www.linkedin.com/in/jimhertzfeld/

https://x.com/jimhertzfeld

FOLLOW PERFICIENT:

https://www.perficient.com/

https://www.linkedin.com/company/perficient/posts/?feedView=all

https://www.instagram.com/perficient/

فصل ها

1. What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger (00:00:00)

2. Digital Customer Experience Unification (00:00:05)

3. Enhancing Customer Experience Through Experimentation (00:11:29)

4. Measuring Customer Experience Metrics (00:15:37)

65 قسمت

#Tech #Business #Marketing #Perficient, Inc #Innovation #Digital Strategy #Genai #Artificial Intelligence #Machine Learning #Data Science #Thought Leaders #Technology

Tất cả các tập

1
Wired's Kevin Kelly on Technology, AI, and the Power of Learning 28:04

۴ weeks پیش28:04

28:04

In this thought-provoking episode, Jim speaks with Kevin Kelly, Senior Maverick at Wired and author of numerous influential books including "Excellent Advice for Living" and co-founder of the Long Now Foundation. Kevin shares his wisdom on emerging technology, the danger of “Thinkism,” why adoption lags behind innovation, and how AI is reshaping work, creativity, and human connection. From the evolution of “digital” to the future emotional bonds we’ll form with AI, Kevin offers grounded optimism and timeless advice: in a world of constant change, mastering how we learn is the best survival skill Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
Deena Piquion from Xerox on Data, Disruption, and Digital Natives 23:10

۷ weeks پیش23:10

23:10

In this episode of the "What If? So What?" podcast, Jim Hertzfeld hosts Deena LaMarque Piquion, Chief Growth and Disruption Officer at Xerox. Deena shares insights into her unique role, the intentional disruption at Xerox, and how the company is reinventing itself to stay relevant in a changing market. They discuss the importance of data, the challenges of reaching next-gen decision-makers, and the innovative strategies Xerox is employing to drive growth and productivity. Tune in to learn about the modern workplace, AI integration, and the future at Xerox. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
Exploring Sustainability and Digital Transformation With Andi Orzehoski From LyondellBasell 20:05

۹ weeks پیش20:05

20:05

In this episode of "What If? So What?", host Jim Hertzfeld interviews Andi Orzehoski, director of brand content and digital communications at LyondellBasell. Andi shares her insights into the company's role as a global leader in the chemical industry, its commitment to sustainability, and the importance of digital transformation in modern business. Jim and Andi discuss the concept of a circular economy, the integration of brand, content, and digital strategies, and the critical role of change management in achieving business objectives. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
Efi Pylarinou, Top Global Tech Thought Leader on FinTech 25:51

11 weeks پیش25:51

25:51

In this episode, Jim Hertzfeld welcomes Efi Pylarinou, a Wall Street pro, former academic, and FinTech expert. They discuss the evolution of financial services, the concept of everywhere banking, and the impact of AI and other emerging technologies on the industry. Efi shares insights on the importance of adapting to new tech cycles, the challenges of legacy systems, and the need for a change in mindset to thrive in the world of AI. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
Chris Duffey from Adobe on Generative AI 15:48

13 weeks پیش15:48

15:48

What if GenAI Could Turn Anyone Into a Creative Director? In this episode of “What If? So What?” host Jim Hertzfeld is joined by Chris Duffey, head of Global Partnerships, GenAI at Adobe, to discuss the transformative power of Generative AI and Adobe’s innovative product, Firefly . Chris shares his insights on how GenAI revolutionizes creativity across industries, enabling marketers, creatives, and businesses to unlock infinite possibilities. They explore Adobe Firefly's groundbreaking features, including text-to-image, text-to-video, custom content models, and APIs that empower scalability. The conversation delves into the evolving role of CMOs in an AI-native world, the importance of responsible AI practices, and how technology is driving a renaissance in creativity. Don’t miss this thought-provoking discussion that redefines the future of marketing and innovation. Chris Duffey Chris Duffey is a leading AI and digital innovation expert, spearheading Adobe's Global Partnerships for AI Solutions. With 25+ years shaping the future of digital experiences, his work has captured the attention of over 300+ global media outlets, and he serves on industry boards, including the ANA, AdCouncil, CTA, and the UN AI Council. An award-winning author, Chris wrote Superhuman Innovation , the first book co-authored by AI about AI in 2019, which BOOKAUTHORITY named one of the best product innovation books of all time. In 2023, Chris published Decoding the Metaverse: Expand Your Business . He has been named to Ad Age's Tech Power List and CIO’s 10 Business Leaders Transforming Industries . A sought-after keynote speaker, his insights have reached millions worldwide, with coverage in Business Insider , Wall Street Journal , and Access Hollywood . Follow Chris - https://www.linkedin.com/in/chrisduffeycreativeai/ Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
An Interview with Kate O’Neill, founder & Chief Tech Humanist, KO Insights | host, The Tech Humanist Show 36:04

15 weeks پیش36:04

36:04

What If Tech Could Be More Human? In this episode of “What If? So What?” Jim Hertzfeld sits down with Kate O’Neill, tech futurist, keynote speaker, and author of “What Matters Next: A Leader's Guide to Making Human-Friendly Tech Decisions in a World That's Moving Too Fast.” Kate shares with listeners her perspective on balancing innovation with responsibility, exploring how leaders can make thoughtful decisions about technology that prioritize both human experience and business success. Kate challenges conventional wisdom and inspires leaders to think beyond transactions to focus on what truly matters. Don’t miss this thought-provoking conversation! Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
An Interview With Brian Solis, Head of Global Innovation at ServiceNow and 9x best-selling author. 22:03

17 weeks پیش22:03

22:03

What if Your Digital Transformation Was as Easy as Changing Your Mind? In this episode of "What If? So What?" Jim chats with Brian Solis, a renowned futurist, author, and the Head of Global Innovation at ServiceNow, to discuss the evolving landscape of leadership and innovation. Brian shares insights from his latest book, "MindShift," and explores the importance of self-awareness, cognitive bias, and explains how the beginner's mindset can drive business transformation. The conversation delves into the role of storytelling in leadership, the impact of Generative AI, and the future of work. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What If Tech Leadership Wasn't About the Tech? An Interview with Jennifer Baker 21:37

22 weeks پیش21:37

21:37

In this episode of What If? So What?, Jim talks with Jennifer Baker, former CTO of Synovus. She shares her journey from unexpected career opportunities to becoming a trailblazing technology leader in the insurance and banking sectors, culminating in significant strides in product development, customer experience, and digital transformation. Beyond her professional accolades, Jennifer passionately advocates for education and empowerment of women and children through her nonprofit work. Her story is a masterclass in continuous learning, adaptability, and crafting of a career full of diverse experiences, which she likens to assembling "puzzle pieces." Hear Jennifer's insights on the critical need for mentorship and sponsorship to support women in technology, especially in a post-pandemic world. As a self-described "accidental CTO," Jennifer shares her journey embracing unforeseen opportunities and adapting in a rapidly changing digital world. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
An Interview With HubSpot’s Scott Brinker 28:56

32 weeks پیش28:56

28:56

What If MarTech Isn’t Just for Marketers? In this episode of What If? So What?, Jim sits down with Scott Brinker, VP of Platform Ecosystems at HubSpot and editor of chiefmartec.com, to explore the rapidly evolving world of marketing technology (MarTech). They discuss how the definition of MarTech is expanding alongside the changing role of marketers, from customer acquisition to retention. Scott delves into the complexities of technology consolidation, the rise of customer data platforms, and the challenge of digital fatigue. He highlights the importance of investing in people and creating space for experimentation to leverage MarTech tools fully. Whether you're a seasoned marketer or curious to learn more, this episode offers valuable insights on managing today's complex MarTech landscape. This episode is perfect for anyone navigating the flood of new marketing technologies and looking to maximize impact Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if Your Job Isn’t Done Until the Customer’s Job Is Done? An Interview With Sunbelt's Ron Gaines 20:16

34 weeks پیش20:16

20:16

| In this episode, Ron Gaines, senior manager of marketing technology and analytics at Sunbelt Rentals, joins the show to discuss the evolving landscape of equipment rentals and the critical role digital transformation plays in it. Ron shares insights into how Sunbelt Rentals is adapting to meet changing customer expectations, the importance of value communication, and the challenges of integrating digital tools with traditional sales tactics. He also offers valuable advice on staying connected with customers and ensuring that the job is truly done from start to finish. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger 28:15

36 weeks پیش28:15

28:15

In this episode of the What If, So What podcast, Jim Hertzfeld speaks with Todd Unger, Chief Experience Officer of the American Medical Association and author of "The 10-Second Customer Journey." The conversation uncovered valuable insights on customer experience (CX) and its impact on business growth. Unger emphasized the importance of adapting to the rapid pace of customer decision-making in today's digital landscape and highlighted the need for organizations to unify their approach to customer experience, breaking down silos between product, marketing, commerce, and service departments. They discussed how small changes can lead to significant conversion rate increases, and that measurement is a critical aspect of CX strategy. Unger introduced the concept of a "customer friction index" and discussed the use of automated tools to identify pain points in real-time, such as detecting "rage clicks" on websites. The two also discussed alignment between marketing and CX initiatives, with a focus on growth while maintaining the operational capability to address day-to-day customer issues. The conversation underscored that effective CX is not just about high-level strategy but requires rolling up sleeves and tackling concrete problems that impact customer satisfaction and, ultimately, business growth. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if Your Mobile Provider Could Predict When Your Car Would Break Down? An Interview With Kevin Colletti 22:01

40 weeks پیش22:01

22:01

In this episode, Jim Hertzfeld explores the convergence of the communications, media, and technology (CMT) industries with guest Kevin Colletti from Perficient. Jim and Kevin discuss how digital transformation is reshaping these industries, from bundled consumer services to the impact of 5G and IoT on businesses. Kevin offers practical advice for companies navigating this rapidly evolving landscape, providing listeners with a glimpse into the future of digital connectivity and its wide-ranging implications. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if Your Assembly Line Was Replaced by Lines of Code? An interview with Kevin Espinosa 25:19

42 weeks پیش25:19

25:19

In this episode of “What If? So What?,” Jim chats with digital strategist Kevin Espinosa about the evolving landscape of manufacturing. Drawing from his diverse career experience, Kevin discusses major challenges facing the industry today, including supply chain issues, inflation, and labor shortages, while highlighting the transformative potential of connected products and the IoT. The conversation emphasizes the importance of customer-centric strategies, clear corporate goals, and cross-enterprise collaboration in navigating digital transformation in manufacturing. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if Semiconductors Were Gone For Just One Day? An Interview With Carolyn Henry of Intel 25:39

44 weeks پیش25:39

25:39

In this compelling episode, host Jim Hertzfeld welcomes Carolyn Henry, vice president and general manager of Americas regional marketing at Intel. Together, they explore the pivotal role of semiconductors in the digital age and their fundamental impact on various industries and everyday life. Carolyn provides an in-depth look at Intel's groundbreaking work in AI and edge computing and reveals how these technologies are set to transform the future. The conversation takes an inspiring turn as Carolyn shares her passionate views on gender equity in tech. Highlighting the undeniable benefits of diverse teams, she delves into the steps needed to achieve gender parity and how Intel is leading the charge. This episode is packed with insightful anecdotes, practical advice, and a visionary outlook on the digital future and equitable workplace. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

1
What if You Didn’t Need People To Make Your Technology Work? An Interview With Bradie Speller 24:21

46 weeks پیش24:21

24:21

In this episode of "What If? So What?" Jim Hertzfeld sits down with Bradie Speller, a seasoned expert in the intersection of technology and organizational behavior, to dive deep into the concept of socio-technical systems. Bradie, who has a rich tech history going back to the early days of personal computing, discusses the evolution of technology from bulky mainframes to the sleek devices we use today. He emphasizes the crucial role of training and development in leveraging technology for business efficiency. The discussion centers on the essential integration of human capabilities with technological advancements to drive real change and productivity in any organization. Meet our guest: Bradie Speller is a seasoned executive with more than 25 years of experience in global strategy and transformation for Fortune 500 companies. He excels in leveraging human capital with business operational needs to drive bottom-line results for global enterprises. Bradie specializes in digital transformations, organizational restructuring, and M&A integrations, with a strong focus on diversity, equity, and inclusion. His leadership in digital adoption and organizational change has spurred growth, streamlined productivity, and saved millions for both profit and non-profit organizations. A thought leader in change and growth strategies, Bradie is committed to philanthropy, sustainability, and poverty reduction, advising a non-profit NGO and a cleantech firm. He volunteers with Big Brothers Big Sisters, leads a radical mentoring community, and is an accomplished musician. Thank you for listening! You can also watch the episode: https://www.youtube.com/@perficient/podcasts Have a question for Jim? AMA - submit questions: podcast@perficient.com FOLLOW JIM https://www.linkedin.com/in/jimhertzfeld/ https://x.com/jimhertzfeld FOLLOW PERFICIENT: https://www.perficient.com/ https://www.linkedin.com/company/perficient/posts/?feedView=all https://www.instagram.com/perficient/…

به Player FM خوش آمدید!

Player FM در سراسر وب را برای یافتن پادکست های با کیفیت اسکن می کند تا همین الان لذت ببرید. این بهترین برنامه ی پادکست است که در اندروید، آیفون و وب کار می کند. ثبت نام کنید تا اشتراک های شما در بین دستگاه های مختلف همگام سازی شود.

به بیش از 500 موضوع گوش کنید

مشابه What If? So What?

Amazon Basics Multipurpose Copy Printer Paper, 8.5 x 11 inches, 20 lb, 1 Ream, 500 Sheets, 92 Bright, White

Pluto TV - Watch Free Movies, Shows & Live TV

Minecraft

پادکست هایی که ارزش شنیدن دارند

What If? So What? « » What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger

فصل ها

1. What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger (00:00:00)

2. Digital Customer Experience Unification (00:00:05)

3. Enhancing Customer Experience Through Experimentation (00:11:29)

4. Measuring Customer Experience Metrics (00:15:37)

What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger

فصل ها

1. What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger (00:00:00)

2. Digital Customer Experience Unification (00:00:05)

3. Enhancing Customer Experience Through Experimentation (00:11:29)

4. Measuring Customer Experience Metrics (00:15:37)

پادکست هایی که ارزش شنیدن دارند

به Player FM خوش آمدید!

The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

Ernie Ball Regular Slinky Nickel Wound Electric Guitar Strings, 10-46 Gauge (P02221)

IGOR

The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

مشابه What If? So What?

راهنمای مرجع سریع

What If? So What? « »
What if You Had 10 Seconds to Figure Out Your Customer Journey? An Interview with AMA's Todd Unger