There is no question that the needs of customers, of every type, have evolved over the years. Individuals have adjusted what they value throughout generational changes and external occurrences, such as the pandemic. With so many options for consumers of products and services, the associated experiences have become the key differentiator and deciding factor for individuals. The question most leaders face today is, “How can I continuously ensure that the experiences created are competitive and keep customers wanting more?” This talk will examine key ways personas such as a leader serving external customers, internal customers and a team can establish processes, tools and capabilities that unlock a next level experience leading to more impactful customer strategies, a better employee experience and improved team velocity, to name a few.
