#486: Igniting customer centricity with Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 19 February 2024

⏱️ 28 minutes

🔗️ Recording | iTunes | RSS

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Summary

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading.

One brand that is presenting here, and who I’m excited to introduce in a second here, is from CVS, a brand that serves over 120 million customers, including over 55 million digital customers, and to illustrate their reach, 85% of the US population lives within 10 miles of a CVS Health location.

Today we’re going to talk about igniting customer-centricity by personalizing, simplifying the customer experience, and empowering employees to do amazing work.

To help me discuss this topic, I’d like to welcome Sri Narasimhan, Vice President, Head of Enterprise Customer Experience at CVS Health.

Resources

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Transcript

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0:00.0	The Agile Brand.
0:02.0	Welcome to season 6 of the Agile Brand, where we discuss marketing technology and customer experience trends, insights, and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that make brands successful, scalable, customer-focused and
0:25.0	sustainable. This is what makes an agile brand. I'm your host, Greg Kielstrom,
0:29.5	advising Fortune 1000 brands on Martek, marketing operations, and CX, best-selling author and speaker.
0:36.2	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology
0:41.4	services, talent services, and real world application.
0:45.0	For more information go to teek systems.com.
0:49.0	Before we get started, I wanted to let you know that my latest book,
0:52.8	Priority is Action, Seven Principles for Better Strategies, Decisions,
0:56.4	and Outcomes is now available.
0:58.4	In it, I give ideas and insights for leaders and teams that need to make meaningful
1:02.1	progress on their priorities.
1:04.0	After all, our priorities are what we do, not what we say we'd like to do.
1:08.0	You can find priorities action on Amazon or learn more on my website, Greg Kilstrom.com. Now let's get on to the show.
1:17.0	We're here at Medalia Experience 2024 at the win in Las Vegas and there's a lot of
1:21.6	exciting announcements we've been seeing
1:23.2	plus a chance to hear from leaders at Medalia as well as their customers about
1:27.4	where the world of customer experience is heading. One brand that is presenting
1:31.3	here and who I'm excited to introduce in a second here is from
1:34.8	CVS, a brand that serves over 120 million customers, including over 55 million digital
1:40.7	customers.
	...

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