In this episode we spoke with by Deanna Hernandez. Deanna is the Field Marketing Officer for McDonald’s having previously held roles at other major consumer brands, including Walgreens, JCPenney and Ace Hardware Corp.

Deanna discussed how a company like McDonald's approaches customer loyalty and what opportunities they've identified to get ahead of the competition.

During our chat, Deanna revealed how McDonald's have evolved their omnichannel experiences and created more localised experiences to drive deeper, more meaningful connections with their customers.

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In this episode we were joined by Lee Roquet. Lee is the CEO of marketing agency Finch having previously held the role of VP of Customer Experience.

Lee shared his journey from Chief Customer Officer roles to now running a company and how this has helped forge his customer led leadership style.

During our chat, Lee also shared some tips on how customer leaders can better engage their own CEO’s and the wider C Suite in investing in and prioritising CX.

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In this episode we spoke with Will Kingston. Will, an experienced CX thought leader, is the principal consultant for Cortico-X and a regular commentator for Sky News Australia.

Will shared some of the key research findings behind his latest CX Manifesto and global trends reports.

This included how CX can thrive in the AI age, the role behavioural economics can play in your strategy and the skills CX practitioners need to future proof their role.

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