Join America Back to Work, a weekly podcast, video, and blog series that covers timely and relevant topics affecting the labor market and workforce with industry experts. The series includes recruiting, hiring, retention, employee satisfaction, customer service, background screenings, and more.
America Back to Work: Jen Sanning, Forrester
Building a Customer-Obsessed Culture with Jen Sanning
In this episode of America Back to Work, host Arnette Heintze is joined by Jen Sanning, vice president and chief marketing officer at Forrester. With a career spanning more than 30 years in marketing and customer experience, Jen shares her profound insights on creating customer-centric cultures and the indelible link between employee engagement and superior customer service.
The discussion covers the definition of customer experience, the importance of connecting employee well-being with customer satisfaction, and the emerging trends that are shaping the future of customer service.
What You’ll Learn
- The Forrester definition of customer experience and its critical importance to business success.
- How a focus on customer experience can lead to better business outcomes, including increased customer loyalty and retention.
- The connection between a healthy, engaged workforce and the quality of customer service delivered.
- Strategies for fostering a culture that places the customer at the center of leadership, operations, and strategy.
- The impact of economic volatility on customer loyalty and how businesses can navigate these challenges.
- Insights into the role of technology, including AI and data analytics, in enhancing customer service experiences.
Key Takeaways
- Customer experience as a discipline
- Employee engagement
- The future of customer service
- Practical advice
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Featured Guest
Jen Sanning is vice president and chief marketing officer at Forrester. With extensive experience in marketing and customer experience, Jen brings a wealth of knowledge on aligning business operations with customer expectations to drive growth and loyalty.
Host
Arnette Heintze brings insights and expertise on how businesses can navigate the challenges of hiring, engaging employees, and building a culture that thrives on making every customer interaction count.
Episode Resources
- Jen Sanning
- Forrester
- Forrester Research: Dive deeper into the world of customer experience with studies and reports from one of the leading global research firms.
- Customer Experience Insights: Access a collection of articles, guides, and tools designed to help businesses improve their customer service strategies.
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Thank you for joining us on America Back to Work. Tune in next time as we continue to explore the vital connections between work culture, hiring practices, and the customer experience. Let’s get America back to work, because dreams only work if we do.