Recorded at CX Retail Exchange, Jennifer MacMenamin joins us
and shares that she and her team have been engaged in customer
experience and caring for the fracture points in the digital
experience- but they had always taken an operational lens to it as
opposed to the guest lens through which now they see. The goal is
to have the organization understand how the guest goes through the
guest experience as opposed to simply focusing on operational
metrics. For example, Jennifer and her team had been trying to
understand an issue that they were having with what they called
data flow. However, when they simply utilized guest-centric
terminology- the problem was easily solved. And Jennifer and
her team of course continue to use data that speaks to departmental
KPI’s.