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Reinventing Customer Experience
Staying connected with consumers in today’s rapidly evolving digital world is crucial. So, how do companies deliver personalized experiences while meeting customers where they want to be engaged? On “Reinventing Customer Experience”—the first in a series of podcasts from ZS called “Impact Stories”—ZS’s Arun Shastri and Gopi Vikranth chat with digital, analytics, technology and customer experience leaders from various industries and organizations to understand how they are engaging their customers. Each episode covers a variety of topics, from how companies are transforming their customer experience programs and how they’ve adapted during the COVID-19 pandemic to how they see digital engagement evolving in the future through the use of tools such as AI.
Reinventing Customer Experience
How Schneider National delivers with tech, AI and personalization with Shaleen Devgun
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ZS
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Season 3
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Episode 4
Schneider National is best known as a leading provider of truckload, intermodal and logistics services. Arun Shastri and Gopi Vikranth meet with Shaleen Devgun, the company’s executive vice president and chief innovation and technology officer. They discuss how Schneider delivers the goods with logistics, technology, gen AI and personalization while also highlighting the critical role of the supply chain and the importance of balancing human and AI capabilities.
Highlights include:
- How every company, regardless of its sector, needs to operate as a technology company
- Schneider’s launch of its innovation center is a first-of-its kind endeavor in the transportation and logistics industry
- How Schneider will use gen AI to transform customer engagement
- Concerns about potential job displacement by next-generation AI and the ways organizations maintain balance with human resources roles