Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley
2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack tools and operating metrics that dominate the industry discussion can detract from the fundamental human interaction that drives those positive customer responses. And many companies have yet to create true Customer Experience capabilities tied to their fundamental growth strategies. Craig Binkley, Managing Partner of Fidelum Partners, will talk with us about The Human Brand in all our companies and how to connect our customer service vision and our operating approaches and tools.
Guest: Craig Binkley | Fidelum Partners
Craig Binkley is Managing Partner of Fidelum Partners, a strategy consulting firm using customer and employee insights to drive loyalty and growth. Before Fidelum, Craig was CEO of Northstar – an award-winning insights agency working in over sixty countries from offices in Toronto, New York, Atlanta and London. Craig was also EVP of Strategy for MDC Partners, where he led the network’s insights into digital transformation that is disrupting traditional marketing models and the overall customer experience. Previously, Craig worked at Coca Cola as Worldwide Director of Marketing for Diet Coke, Coca-Cola light and Minute Maid.