In this episode Wendy Liebmann talks with Damian Kernahan, founder & CEO of Proto Partners, an Australian-based customer experience consultancy, to understand how technology, the Covid pandemic and increasingly complex shopping behaviors are driving the urgency to build shopper-centric organizations. 

They discuss:

• The challenges to building a shopper-centric organization in today’s increasingly complicated omni-channel world 
• Why it is critical to put the shopper at the center of every decision and understand the broader context of shoppers’ lives
• How to break down barriers in siloed corporations to focus on end-to-end shopper experiences  
• How to get “the brilliant basics right” to create a singular shopper experience 
• How companies often misunderstand what shoppers want, what problems they are trying to solve, and instead “throw an app at it”
• Why shopper personas often don’t work in building successful CX
• Three steps to building the right experience for shoppers, and why digging into “the question behind the question” is critical

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