Podcast - CX

Hot Topics in Customer Experience

8th February 2023

This week, we’re digging into the hot topics in Customer Experience! Richard Adams, Head of Digital Architecture at London North Eastern Railway (LNER), is an emergent technologist, artist, educator and thinker. He’s here to tell us all about the crossover in customer experience and creativity, personalization and accessibility, and the importance of Artificial Intelligence and Machine Learning in all of this. Let us know what you think at podcast@gdsgroup.com.

Discussion points

  • What are the major challenges your customers are facing, and how are you supporting them?
  • How does the use of technology come into all of this?
  • How can brands truly understand what people’s expectations are, and how can they match them?

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