In this episode Wendy Liebmann talks with Damian Kernahan, founder & CEO of Proto Partners, an Australian-based customer experience consultancy, to understand how technology, the Covid pandemic and increasingly complex shopping behaviors are driving the urgency to build shopper-centric organizations. They discuss:The challenges to building a shopper-centric organization in today’s increasingly complicated omni-channel world Why it is critical to put the shopper at the center of every decision and understand the broader context of shoppers’ livesHow to break down barriers in siloed corporations to focus on end-to-end shopper experiences  How to get “the brilliant basics right” to create a singular shopper experience How companies often misunderstand what shoppers want, what problems they are trying to solve, and instead “throw an app at it”Why shopper personas often don’t work in building successful CXThree steps to building the right experience for shoppers, and why digging into “the question behind the question” is criticalSend us a textVisit our website for transcripts, links mentioned on this episodes, and video podcasts. Subscribe and rate us with your favorite podcast app!

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