It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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#18 Why Enterprise Customer Experience Begins with Technology (Jamie Smith, ServiceMaster)
MP3•Beranda episode
Manage episode 183511826 series 1393299
Konten disediakan oleh In The Know - A Customer Experience Podcast. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh In The Know - A Customer Experience Podcast atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners. Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant. ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include: - Terminix - American Home Shield - ServiceMaster Clean - ServiceMaster Restore - Merry Maids - AmeriSpec - Furniture Medic In today’s discussion we’ll cover a handful to fascinating topics: - How ServiceMaster measures customer feedback. - How they make behavior systematic - How they involve technology in creating memorable customer experiences
…
continue reading
28 episode
MP3•Beranda episode
Manage episode 183511826 series 1393299
Konten disediakan oleh In The Know - A Customer Experience Podcast. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh In The Know - A Customer Experience Podcast atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners. Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant. ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include: - Terminix - American Home Shield - ServiceMaster Clean - ServiceMaster Restore - Merry Maids - AmeriSpec - Furniture Medic In today’s discussion we’ll cover a handful to fascinating topics: - How ServiceMaster measures customer feedback. - How they make behavior systematic - How they involve technology in creating memorable customer experiences
…
continue reading
28 episode
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