What have Donald Trump, an Israeli supermarket chain and a UK bank's IT meltdown got in common?
They all feature in the MyCustomer 2018 year in review!
In this podcast, we look back at the top customer experience stories and trends of 2018, taking in:
- Why Nike's advert with NFL star, Colin Kaepernick was a landmark moment for marketing and customer experience. - The role voice recognition technology played for brands over the course of the last 12 months. - What makes data breaches a customer experience leader's problem, as well as the IT team. - How personalisation continued making its mark in 2018.
We enlist the help of InMoment's director of customer experience, Simon Fraser; author and entrepreneur Michel Falcon; Forrester's CX analyst Joana Quintanilha; SVP for digital marketing at Philips, Blake Cahill; and author and CXPA leader, Ian Golding.
Chris was an Editor at MyCustomer from 2014 to 2022. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News.