“Three-quarters of enterprise customers and around 67% of consumers primarily buy and compete on experience. And we kind of know that intuitively. Think about it, we pay extra for certain brands that we feel connected to. And it's one of the interesting things I've been talking more about. There's a great quote, not mine... "The best experience anywhere becomes the minimum expectation everywhere."” -Todd Allmond

In this episode of Control the Room, I had the pleasure of speaking with Todd Allmond about his years of enterprise experience, where he learned to better understand customers through quantitative and qualitative research. He used those insights to improve their digital and non-digital experiences and the role service providers play in Customer Experience.  We discuss how a market research field studies trip led to his early career change and passion for all the humans involved in the customer journey.  We then discuss why digital customer experiences should be treated as products.  Listen in to hear actionable tips for mitigating blindspots in the CX research process.