Nicolaj Siggelkow (Author & Professor at The Wharton School)
Nicolaj Siggelkow explores the different facets of the customer experience and how organizations can connect with their customers in new ways. He talks about the findings of his research into the customer relationship and why he believes organizations need to focus on understanding the deeper needs of their customers so that it is a continuous connection. Siggelkow compares the traditional transaction experience to new ways companies can assist with customer needs by identifying and fixing any pain points in the customer journey.