Leadership - Digital Transformation for the B2B Customer Experience, Part 2
This episode of the Business, Innovation and Technology podcast is a continuation of the previous episode, focusing on digital transformation for the B2B customer experience. Podcast host Jordan Rogers-Smith is once again joined by Ben Howell, VP of Global Brand Media at Salesforce; Julie Cullinane, B2B Industry Manager at Meta; and Ish Davis, Business Engineer at Meta.
The guests discuss changing consumer expectations, including the rise of the “microwave customer,” as well as overcoming resistance to technological change from employees. This includes skepticism about VR technology and other digital tools like Portal, which can really help to bridge the gap of vast distances between team members.
The guests also discuss the idea that widespread remote work is probably here to stay. That, however, also offers opportunities for staff to get together physically in different situations in order to work together and build camaraderie. Those closer teams can in turn do a better job of creating a customer-centric culture—one that meets the needs of those customers who want a seamless experience from the first touchpoint all the way through.
After you listen, connect with podcast host Jordan Rogers-Smith and guests Ben Howell, Julie Cullinane, and Ish Davis on LinkedIn. Visit Salesforce.com to learn more about how it can accelerate your business.