Roxanne introduces Tom Dewitt , who shares his journey in customer experience management. They discuss the transition from product-centric to experience-centric models and the significance of reviews and feedback. The conversation explores the role of AI and technology in enhancing customer experiences, while also emphasizing the value of human interaction. Tom highlights how negative experiences impact brand loyalty and the importance of managing generational differences at work. They delve into effective complaint handling and strategies to boost customer experience. The episode concludes with a mention of an upcoming conference and closing remarks.

Director - CXM

Michigan State University

Tom DeWitt, Ph.D. is the Director of CXM@MSU, which is dedicated to advancing the field of customer experience management through a variety of initiatives, including industry engagement and education through conferences, virtual roundtable discussions, and mentorship. He is also the academic program director for the Master of Science in Customer Experience Management (MS-CXM) degree program, North America's first academic degree in customer experience management. His research, teaching, and industry presentations are focused on consumer psychology, organizational customer centricity, and employee engagement.

(0:00) Episode and Guest Introduction

(0:57) Tom Dewitt's Journey in Customer Experience

(1:57) What is Customer Experience Management?

(4:25) The Power of Reviews and Feedback

(5:40) From Product-Centric to Experience-Centric Models

(7:09) AI and Technology in Customer Experience

(8:32) Negative Experiences and Brand Loyalty

(10:47) The Value of Human Interaction

(12:25) Managing Generational Differences at Work

(17:49) Effective Complaint Handling

(22:15) Strategies to Improve Customer Experience

(24:03) Upcoming Conference and Closing Remarks