Putting the Human Experience First as a Business Strategy
Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.
“Are we innovating technology just for the sake of innovation? Or are we innovating technology to create a better human condition? Brands should focus on innovation that improves customer experience and enhances their ability to connect.”
“Employee experience is just as vital as customer experience because they are actually both customers of the business.”
“Gen Z is the first digital-native generation. They will have different expectations of technology, innovation, and customer experience than the generations before them. They will expect these things to be easy, intuitive, and mobile-friendly.”
“We are a species that requires community and want to feel cared for. It doesn’t matter if you are dealing with an employee, a consumer, or a business partner. It is all about the individual. If you want a successful business strategy, you have to put the human at the heart of it all.”
Carla Guzzetti leads the in-product design, user research, user enablement, and product marketing for Extreme Networks as the Senior Vice President, Experience and Product Messaging. She believes in creating meaningful experiences for Extreme Networks’ buyers and end users.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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