Crack The Customer Code

Jeannie and Adam welcome Dr. Thomas Hollmann of Arizona State University to tackle the customer experience education gap between academia and real-world business. Decoding Customer Experience Education for today’s business landscape Customer experience is now a critical focus in business today, so leaders have much to learn about. We learn from conferences, colleagues, webinars, blog posts, podcasts (a-hem!) and many other places. But what about academics? Most of us who have been in business for a number of years will tell you Customer Experience wasn’t much a part of our higher education, if at all. So, as we now have both feet in the Age of the Customer, what has academics done to adapt to this profound shift in focus around what it takes to be successful? Sadly, not much. And customers are not going to wait for your customer experience education to catch up. “Industry is struggling with and looking at totally different topics than the ones that we do when we go to academic conferences.” - Dr. Thomas