140. Digital Burnout: Strategies For Managing The Customer Experience In The Age Of Technology

THE PRACTICE PODCAST

In this special episode of Bast Amron’s The Practice Podcast, listen to the recorded panel Digital Burnout: Strategies for Managing the Customer Experience in the Age of Technology from our 6th Annual Business Advantage Forum. This panel was moderated by Dain de Souza and included Elliot Basner, VP and Associate General Counsel, Chewy.com, Abe Ng, President, CEO, CSO (Chief Sushi Officer), Sushi Maki and M. Thérèse (“Terry”) Vento, General Counsel / Senior Director of Legal and Government Affairs, Pérez Art Museum Miami.

The all-star panel discussed how businesses have traditionally used technology to make things more efficient and reduce the workload for employees, aiming to benefit customers. However, as customer service evolves, there’s a growing demand for human interaction. Customers now prioritize experience, seeking immersive and engaging ways to shop and use services, without undermining the importance of price and quality.

They focused on the challenge of providing these immersive experiences, considering how digital-age communication changes affect customer relationships. They talked about using technology not just for efficiency but to enhance sales, marketing, and customer service in ways that create memorable experiences. The discussion also covered the importance of keeping a personal touch with customers despite technological advances and finding the right balance between fast-paced technological advancements and the more deliberate pace of consumer demands.

If you enjoyed the show, please subscribe, share, and leave a review. Subscribing to the show and leaving a review will actually help others find the show. And it will help us grow, devote more time, and produce better content for you.

Streaming now on YouTube, Spotify, Google, Amazon Music, and Apple Podcasts. We are also in the top ten percent of listened-to podcasts globally.