Claire Robinson on why brands need to collaborate for great customer experiences

In the rapidly changing world of technology and data, customer experience directors like Claire Robinson believe that brands must invest in agility and collaboration to stay ahead. With the help of established digital transformation consultancies, big brands such as Lexus, Unilever, and Visa are creating exceptional digital experiences. However, Robinson thinks that taking it a step further by partnering with other brands across broader customer experience could unlock huge opportunities for real value delivery. Brands should focus on building seamless customer experiences, going beyond superficial promotions and sharing customer data transparently, while also leveraging AI to take away mundane tasks and triage frustrated customers to humans. Ultimately, adaptability, experimentation, and a healthy culture are key to successful transformation, which is never complete and requires continuous adaptation and celebration of small failures.

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