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PODCAST: THAT MAKES CENTS

Transforming customer experience with CVS Health

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  • Marketing strategy
  • Analytics
  • Digital transformation
  • Operations
  • Trust
25 Mar 2024
25 minutes

 

Consumers aren’t just comparing you to other companies in your industry anymore. They’re stacking you up against any great experience they’ve ever had. Tune in to this episode of That Makes Cents to learn how to leverage data to deliver a better customer experience.

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Harnessing the Power of Data: Transforming Customer Experience with CVS Health

25 Mar 2024

How can companies tap into data to better understand their customers and curate a better experience? Tune in to this episode of That Makes Cents to hear more.

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On today's episode

 

We have more data at our fingertips and more tools to capture that data than ever before. So how do companies use all that information to better understand their customers and predict and orchestrate future experiences? In this episode, Sri Narasimhan, the head of customer experience at CVS Health, and Deloitte’s Tim Greulich join host Bobby Stephens to discuss how data has opened the doors for companies to improve their customer experience operations and build trust with their consumers—not just push more products and services.

“Our ultimate game is to create long-lasting relationships with customers. And to do that, we have to get some fundamental things right. One, we must meet their rational needs. They have come to us because we have the things they need. ... And once we’ve met that rational need, then we earn the opportunity to create a relationship with them and build loyalty.”

Tim Greulich

Managing director and Customer Experience Management practice leader, Deloitte Consulting

 

 

 

In this episode, you’ll learn:

 

  1.  How data can transform the way we understand and serve our customers, leading to a better, more personalized and trusted experience for them 
  2.  The existing challenges to ensuring data quality and implementing data privacy and security

About the show

 

Our consumer podcast, That Makes Cents, dives into what consumers are thinking, feeling, and buying right now. Host and Deloitte leader Bobby Stephens talks with industry specialists to help you navigate the evolving consumer industry and prepare for what’s next.

 

Visit the That Makes Cents library to explore even more insights about consumer trends.

Want to be a guest on That Makes Cents?

 

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