Reinventing Customer Experience

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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. 

Jennifer Curtis and Jeffrey Moore discuss recent ZS insights and trends in #customerengagement.

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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.  

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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.

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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. 

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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.

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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. 

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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.

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On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Sarah Searls, chief customer officer for Choice Hotels International, about how the COVID-19 pandemic has impacted customer experience in the hospitality industry and Choice’s customer-engagement efforts.

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On this episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Murli Buluswar, head of analytics, U.S. consumer bank, for Citi, about how the financial giant uses digital to boost its customer experience and keep customers connected across channels.