About this episode

Roxanne and Tom discuss the evolution of customer experience management, emphasizing the balance between technology and human touch.

Roxanne introduces Tom Dewitt , who shares his journey in customer experience management. They discuss the transition from product-centric to experience-centric models and the significance of reviews and feedback. The conversation explores the role of AI and technology in enhancing customer experiences, while also emphasizing the value of human interaction. Tom highlights how negative experiences impact brand loyalty and the importance of managing generational differences at work. They delve into effective complaint handling and strategies to boost customer experience. The episode concludes with a mention of an upcoming conference and closing remarks.

People in this episode

Host: Roxanne Derhodge

Guest: Tom Dewitt

Topics covered

• customer experience
• feedback
• technology
• human interaction
• brand loyalty
• generational differences

Keywords

• customer experience
• feedback
• AI
• brand loyalty
• complaint handling
• generational differences
• technology

Mentioned in this episode

Organizations: AI, customer experience management, brand loyalty, complaint handling

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