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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
Designing for clarity, earning trust: Talking with Yamaha’s Marcos Acosta
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ZS
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Season 3
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Episode 6
Arun Shastri and Gopi Vikranth welcome Marcos Acosta, general manager of digital transformation at Yamaha Motor Company. Acosta shares how he led the building of a customer data platform and aligned the organization around a customer-centric mindset. Listen for insights on leadership in digital innovation and customer experience strategy.
Highlights include:
- How Yamaha is moving beyond personalization to real-time individualization, using AI and customer data to anticipate customer needs and deliver more relevant and timely experiences
- Why simplicity and an empathetic, customer-centric approach are key to delivering great customer experiences
- What the future holds as AI agents increasingly orchestrate the customer journey