Joe Wheeler - Customer Experience in the Digital Age

The CX Iconoclast

In this podcast, Joe Wheeler, Richard Owen, and Maurice FitzGerald discuss the evolution of customer experience. Wheeler, author of ‘The Digital-First Customer Experience’, highlights how AI and machine learning drive growth and scalability in companies like Spotify and Lemonade. The trio explores the economic implications of AI in businesses, balancing cost reduction and job creation, and the importance of understanding customer segments.

They discuss real-world examples like Budweiser and Cadillac to illustrate brand growth challenges and the importance of adapting to demographic shifts. Owen questions the relevance of surveys in a digital environment, suggesting that customer experience can be measured more effectively through digital behaviors.
The conversation moves on to customer lifetime value (CLV), exploring dynamic measures of engagement linked to spending behaviors. They discuss the role of engagement in the B2B SaaS industry, emphasizing that customers must derive tangible benefits from their interactions with brands.
Wheeler shares his thoughts on personalized pricing in the digital world and how AI is revolutionizing this space. As they wrap up, the conversation turns to Joe’s involvement with Blue Movement, a venture leveraging AI to analyze ocean data.
Tune into this podcast for a deep dive into customer experience, engagement metrics, personalized pricing models, and climate change initiatives. The dialogue emphasizes that technology should enhance customer experience, dictated by specific needs and expectations.

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