Social CRM, Customer Centric and Agile Business:Interview with Laurence Buchanan
- E12
- 31:00
- January 24th 2020
This is the twelfth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses.
Previously, in Adobe, Customer Experience Management (CEM) and fear in the boardroom, I spoke to Rob Pinkerton, Senior Director of Product Marketing, Customer Experience Management across at Adobe.
Today, I want to introduce you to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini here in the UK.
Our discussion focused on creating a customer centric business in the modern world.
Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.