In the 30th episode of the series I am joined by Mark Taylor, SVP and Global Practice Lead at Cognizant Digital Experience.
I first met Mark when I profiled Cognizant's research on the spurt in voice interfaces in 2020 in this Analyst Cam episode. He has lots of experience in the digital agency world and brings a very different perspective on evolving expectations of customer experience than you hear from most CRM vendors.
He emphasizes the importance of a brand "to act like a human". As he eloquently puts it "The voice of a brand is no longer a metaphor, it is a reality." Technology should allow a brand to do that with empathy at scale.
We discuss several verticals and how the pandemic has accelerated the "direct to consumer" trend in many of them.
I love how he cites examples from several leading brands around the world. And how ML and other technology should allow you to blend "intimacy with industrialization". He covers a lot of ground in 22 minutes.
