CX planning has become very fancy in advertising circles, but is often badly used or even misunderstood. This week, Rachel tells us more about how she sees the role of strategy to deliver better customer experiences.

How Does Strategy Inform Customer Experience Design

From big strategy questions to everyday marketing life realities, The Overthinkers is a weekly, 20 min conversation between two ex-marketing strategists: Rachel Mercer (@rachelmercer - Head of Design at JPMorgan Chase + ex-CXO at Proto) and Shann Biglione (@LeShann - co-founder and Head of Product at Kelp + ex CSO at Publicis Media). It is for those who like to (over)think about strategic planning, with delightful guests occasionally joining Rachel and Shann for extended discussions. Available on Apple Podcasts, Spotify and Soundcloud.

Views represented and reflected are individually held and are not representative of Rachel and Shann's companies.

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From big strategy questions to everyday marketing life realities, The Overthinkers is a weekly, 20 min conversation between two ex-marketing strategists: Rachel Mercer (@rachelmercer - Head of Design at JPMorgan Chase + ex-CXO at Proto) and Shann Biglione (@LeShann - co-founder and Head of Product at Kelp + ex CSO at Publicis Media). It is for those who like to (over)think about strategic planning, with delightful guests occasionally joining Rachel and Shann for extended discussions. Available on Apple Podcasts, Spotify and Soundcloud. Views represented and reflected are individually held and are not representative of Rachel and Shann's companies.

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How Does Strategy Inform Customer Experience Design

How Does Strategy Inform Customer Experience Design