A holistic customer experience is really knowing what your customer's meaningful business results are. Ultimately, this leads to customer loyalty and long-term relationships. Providers want to build such relationships and customers don’t want the costly expense of changing to a new provider.

In this week's podcast, I interview Seth Johnson, Head of Customer Experience at LearnUpon. Seth has a wealth of experience in this sector, and he outlines the critical importance of understanding the one thing that matters to customers.

Seth describes how everybody in every function across the organisation contributes to the customer experience, he outlines some interesting challenges he has encountered and how he overcame such difficulties. Finally realising that the customer’s needs and expectations are constantly evolving and actively discovering these needs are key to the holistic CX.

Check out the podcast for this fascinating insight into the value of a Holistic CX as Seth shares some of the strategies he has deployed and how technology has helped in supporting this.