On this episode, Gina Hardy, Chief Marketing and Experience Officer at Chamberlain Group, discusses the evolution of customer experience in the digital-first world. She emphasizes the importance of understanding the customer and their needs, using data to anticipate needs, and effectively communicating complex products to consumers. Gina shares her experiences in marketing, including her role in shaping myQ’s product journey and successful campaigns with LeBron James and Serena Williams for Tonal. Plus, she highlights the power of storytelling in creating memorable brand experiences.

Key Insights:

• Understanding the customer and their needs is crucial in creating a great customer experience.
• Data can be used to anticipate customer needs and create personalized experiences.
• Effectively communicating complex products to consumers is a challenge that requires concise and compelling messaging.
• Storytelling is a powerful tool in creating memorable brand experiences.
• Creating a memorable customer experience requires balancing intrigue with informative content and understanding the customer journey.
• Fostering a culture of innovation and prioritizing the employee experience are key to building a successful brand.
• Feedback is crucial for growth and should be encouraged and acknowledged in order to create a safe space for ideas.
• AI can enhance customer care and marketing, but it requires continuous iteration and data-driven decision-making.
• Opinions and assumptions should be validated through customer research and feedback to ensure that products and marketing efforts meet customer needs.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients. Learn more at 

mission.org