Customer Experience Patterns Podcast Ep. 6: The Digital-First Customer Experience With Joe Wheeler
Great conversation with CX expert Joe Wheeler about his brand-new book. The Digital-First Customer Experience. We talked about the 7 strategies he covers in the book, and went deep on several of the case studies he wrote about, including Starbucks, Lemonade, Nike & Amazon.
My favorite part about the book and our conversation was Joe's assertion that "Digital-First does not mean human second." He speaks in detail about how to humanize digital experiences, and how to weave together digital and human touchpoints, and also about how to scale human-powered touchpoints with digital capabilities.
Having read the book, I recommend it, and I think our conversation will convince you it's worth your time.
Resources & Links
The Digital-First Customer Experience On Amazon
Howard Behar - who Joe references as his source of Starbucks wisdom
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
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