Customer experience is more than just sending surveys and after seeing Emma Hollins speak at the State of Social conference in 2024, I knew she had to join me on the podcast.

Emma, the Principal Experience Strategist at Synergy, plays a pivotal role in shaping how Western Australia's leading utilities company connects with its customers. From understanding customer journeys to creating impactful experiences, Emma’s work goes beyond the surface to truly deliver value.

In this episode, we explore what makes up a great customer experience, regardless of industry or organisation size. Emma shares insights on who can take responsibility for customer experience within a business and how it can drive impactful changes that benefit both customers and companies alike.

We also discuss the differences between great and poor experiences and how reflecting on these can spark valuable internal conversations. Emma’s real-world examples highlight innovative approaches to customer experience that are sure to inspire action.

Key Takeaways:

• Starting the Conversation: How to initiate internal discussions about improving customer experience.
• Insights That Matter: The real impact of customer experience insights on your business.
• Driving Change: Tips for implementing changes that resonate with your customers.
• Surveys in Context: Why surveys are just one small piece of the customer experience puzzle.

Join us for a thought-provoking chat packed with practical tips and examples to elevate your approach to customer experience.