In this episode host, Oliver Lennon chats with Karin Aalberts, European Head of CX & EX Digital Business Consulting & Innovation at Orange Business about the evolving landscape of customer and employee experience (CX and EX). Karin, with a robust background in data science and omnichannel strategies, shares her extensive knowledge on the critical role of technology in simplifying and enhancing both customer and employee interactions. They delve into the challenges and opportunities presented by digital transformation, the impact of AI and GenAI on business processes, and the importance of integrating data seamlessly to provide a unified and personalised experience.
Whether you're a CX professional or just interested in the latest trends in customer service and technology, this episode offers valuable insights and practical advice. Tune in to learn how to navigate the complexities of modern CX and EX and stay ahead in the ever-changing digital landscape.
Show Notes:
- Introduction (00:00)
- Welcome and introduction of Karin Aalberts
- Overview of the episode’s focus on CX and EX
- Karin's Background (02:30)
- Karin’s journey in customer experience and data science
- Her role at Orange Business
- Evolution of CX and EX (07:15)
- Changes in customer and employee experience over the past 15 years
- The impact of digital transformation
- Technology Integration (15:45)
- How technology simplifies interactions for consumers and employees
- Examples of effective technology use in CX and EX
- Challenges and Opportunities (25:30)
- Common challenges in integrating new technologies
- Opportunities presented by AI and GenAI in business processes
- Omnichannel Strategies (35:00)
- Importance of omnichannel strategies in customer experience
- Insights from Karin’s research and practical applications
- Future Trends in CX and EX (45:20)
- Predictions for the future of customer and employee experience
- How organisations can stay ahead in the digital landscape
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