On this episode of the “Reinventing Customer Experience” podcast, Arun Shastri and Gopi Vikranth discuss digital-first customer experience with Joe Wheeler, CEO of Bluemvmt. A published author on modern business strategies, Joe dives into how analytics and machine learning will drive customer loyalty in competitive markets while sharing analysis of the customer experience practices of some of the world’s best-known brands ..read more

Raghu has been a professor of marketing at the Wharton School at the University of Pennsylvania for more than 17 years. His teaching interests fall into two domains primarily; pricing and social influence. Raghu has worked on multi-part pricing techniques on customer response wherein he has developed consumer demand models capturing multi-part pricing tariffs. Raghu's work also focuses on studying how the influences of social media might work. *Please note at the time of the podcast recording, Raghu served as a faculty director at Wharton Customer Analytics, his title has singed changed to Wha ..read more

We are thrilled to have Jenny Wolski, SVP, Omnichannel Experience at Petco, join us in this episode. At Petco, Jenny leads enterprisewide programs targeted at evolving retail strategy and operations, strengthening omnichannel services, and enhancing employee and customer experiences and loyalty. Jenny also serves as an advisory board member for the Wharton Customer Analytics Initiative and is the founding sponsor for LGBTQ+ at Petco ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Lucy Werner, SVP, Commercial at Rosewood Hotel Group. Lucy shares how Rosewood is transforming its operations using digital and data, delivering unique experiences in luxury hospitality, and navigating customer expectations across different regions.  ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Veetika Joshi Deoras, VP of Brands, Marketing and Data at Indian Hotels Company (IHCL). Veetika shares how AI can drive the most impact in hospitality, especially in redefining customer experience, and how IHCL is meeting the needs of consumers’ changing preferences.   ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Brandon Purcell a VP, principal analyst at Forrester, about the evolution of the customer experience over the past six and a half years. Listen as they discuss what it takes for companies to avoid AI bias and remain innovative as they better understand their customers and create personalized customer journeys ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Harit Talwar, former chairman of consumer business (Marcus) and partner at Goldman Sachs.  Learn how Goldman Sachs is disrupting the financial services industry by taking traditional ways of banking and fusing it with engineering data and design to deliver great customer experiences.  ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with Meenakshi Nagarajan, SVP, recurring revenue and loyalty at Panera. Listen as they discuss the role of personalization, creating a true omnichannel experience and prioritizing leading-edge initiatives. Meenakshi also shares more around the launch of its loyalty program and how Panera keeps its consumers not only engaged but empowered through digital and in-person interactions. Some results or numbers have increased since the recording of this podcast ..read more

On the inaugural episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Suresh Kumar, global chief technology officer and chief development officer at Walmart, about how the retailer has enhanced its customer experience strategies during the pandemic, predictions for the next generation of retail omnichannel, and much more.  ..read more

On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Michelle Brown, vice president of digital products and analytics for United Airlines, about how digital and tech have evolved prior to and during the pandemic. They are also joined by ZS Principal Kajal Narasimha, who worked for United for nearly two decades ..read more