When we talk about attention, we're actually talking about engagement - Interview with Walter Flaat of dentsu Canada
- E480
- 40:09
- October 3rd 2023
Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what drives attention (engagement), what brands should be doing in order to be able to deliver a more thoughtful, empathetic and inclusive experience and what are the implications for experience and digital professionals and leaders.
This interview follows on from my recent interview – CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS – and is number 480 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
NOTE: A big thank you goes out to the folks at CGS for sponsoring my podcast for the coming month.
Now, CGS is a company you might not have heard of.
But, they have been delivering brand-building and customer experiences for 40 years for global brands that you will definitely have heard of.
Over that time, they have developed deep expertise in both outsourcing and technology, so you should definitely pay attention to what they have to say.
They’ve recently put together a free ebook and video that I’d like to point you to. It’s called The Transformative Power of Generative AI and ChatGPT and has been authored by CGS’ Executive Vice President and Chief Technology Officer, John Samuel (one of our interviewees today). It’s a really comprehensive guide and is designed to deliver insights, summarize research, and inspire creative problem-solving.
Follow this link to check out the free ebook and video.
Punk CX with Adrian Swinscoe
An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.
Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.
Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.
Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.