Jeff Swearingen on Customer Experience Driving Growth

What new skills and mindsets should companies adopt to ensure excellent customer service experiences? How can the creation of new experiences delight dissatisfiers? How can the importance of the customer experience be communicated without a clear ROI? Jeff Swearingen, senior vice president of PepsiCo's North America Demand Accelerator, sits down with Andy to discuss his answers and insights to these questions and more in Episode 3. Jeff and his team are responsible for horizontal demand acceleration across all of PepsiCo’s North American businesses. He is accountable for long-term impact regarding media, advanced analytics, and shopper and retail insights, as well as short-term profit and loss impacts dealing with shopper marketing, category leadership, and retail space transformation.

Om Podcasten

Equipped with more than 30 years of experience in retail, most recently as the Chief Customer Officer for Walmart Asda in the U.K., host Andy Murray is sharing his expertise through his new role as the founder and executive chair of the Customer Centric Leadership Initiative at the University of Arkansas Sam M. Walton College of Business. Now more than ever, retailers and brands are accelerating their quest to be more customer centric, but to be truly customer centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Through his initiative and this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today’s customer centric world.