Is customer obsession the ultimate CX strategy, or is there a better way? In this episode, I sit down with Mr Donald Chesnut, former Chief Experience Officer at Mastercard, General Motors, and Publicis Sapient, to explore the real meaning of customer-centricity and why businesses need to move beyond mere obsession.
With 30+ years of experience shaping CX at global enterprises, Donald shares:
✅ The difference between ‘digitally human’ and ‘deliberately human’ experiences
✅ How brands can balance technology and empathy in customer interactions
✅ Future-oriented perspectives on the importance of genuine customer-centric approaches for businesses
✅ CX mindset organizations must have