#25: Using the Right Data To Improve Your Customer’s Experience with Sami Nuwar

Sami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs solutions for businesses.  It won’t take you long to recognize the depth of Sami’s wisdom. With all the talk about AI and machine learning, Sami talks about a very straightforward approach to using data to drive customer loyalty.  In this episode we discuss: The rational and emotional sides of data Why loyalty overall has dropped and how data can reverse the trend How AI can be used to scale up customer data in a few clicks Why you should never rely on one metric Meet Sami Prior to joining Medallia, Sami led experience management programs in global B2B environments, with a diverse background that includes large telecom service & consumer goods manufacturing. With a deep background in insights, process improvement, and governance, Sami has helped drive customer-centric transformational shifts, aligning execution toward desired experience outcomes. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter