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The Interview with Nicolaj Siggelkow & Christian Terwiesch:


“If you think about the relationship that you form with the customer, it’s all about personalization and customization.” – Christian Terwiesch “Every business has to answer two questions: the what and the how. What are the needs of the customer and how do you fulfill those needs?” – Christian Terwiesch “The power of a connected strategy is that you can do more with less.” – Christian Terwiesch “Connected strategies are not just about technology or data. They’re about relieving your customers’ pain points by creating an information exchange.” – Nicolaj Siggelkow


Nicolaj Siggelkow is a Professor of Management and Christian Terwiesch is a Professor of Operations and Information Management at the Wharton School, University of Pennsylvania. They co-direct Penn’s Mack Institute for Innovation Management and cowrote Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. How can I create a better CX?
  2. What do my customers want?
  3. What is a connected strategy?
  4. How can I provide for my customers?
  5. How can I use data and technology to improve CX?

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