#128: Unified Digital Experiences at Scale, Part 1, with Kalev Peekna, One North
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 6 April 2021
⏱️ 33 minutes
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Summary
Part 1 of a special 3-part series about how brands should approach their digital and customer experience
strategies, brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application.
Today we’re going to talk with One North leader Kalev Peekna about how brands must evolve their strategy to elevate the customer experience.
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Transcript
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| 0:00.0 | Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer |
| 0:06.4 | employee experience, organizational and workforce transformation, and how business can adapt and |
| 0:11.5 | continually improve at an Agile age. The Agile World podcast is brought to you by tech systems, |
| 0:17.0 | an industry leader in full stack technology services, talent services, and real world application. |
| 0:22.8 | For more information, go to techsystems.com. To read more about the topics discussed in the show, |
| 0:28.4 | you can go to my website at theagile.world and read my latest articles or get a copy of my latest |
| 0:33.6 | book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom, |
| 0:39.0 | and I'm the host of the Agile World podcast. I'm excited to introduce part one of a special three |
| 0:44.0 | part series about how brands should approach their digital and customer experience strategies, |
| 0:48.5 | brought to you by tech systems, an industry leader in full stack technology services, talent services, |
| 0:54.3 | and real world application. Today, we're going to talk with one North leader, |
| 0:58.7 | Call of Peekna, about how brands must evolve their strategy to elevate the customer experience. |
| 1:04.7 | Call of, welcome to the show. Thank you. Thanks for having me. Absolutely. So first, |
| 1:10.9 | why don't you tell me a little bit about your background and what you do at one North? |
| 1:16.1 | Sure. I'm the chief strategist at One North, which is a super fancy title. I don't |
| 1:21.8 | have a way of saying that I lead the strategy discipline. And strategy at One North is multi-disciplinary |
| 1:28.4 | team. It includes brand, CX, UX data, and technology. And we work in that deliberately multi-disciplinary |
| 1:37.1 | mode to help clients basically make the most of digital for their brands. Great. So let's dive in here |
| 1:47.5 | and talk about customer experience. From your perspective, what makes a great customer experience, |
| 1:53.8 | and why is it so important to get that right? Yeah, such an important and somewhat philosophical |
| 2:00.0 | question. It's one of those questions that can be really hard to find. It's one of those questions |
| 2:05.8 | everybody wants an answer to, but it can be hard to answer. You know, you might start with |
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