Carrie Mott, Founder and Managing Director of Flywheel Marketing, sat down with ADAPT’s Principal Research Analyst Peter Hind to explore the essence of digital product excellence.
In their discussion, Carrie shared her thoughts on customer-centricity, the balance between data and intuition, and the importance of transparency in today’s digital landscape.
Carrie joins 150 Heads of Digital Transformation, Product and Customer at Digital Edge, discussing digital product excellence, digital experience, and the power of the x-team.
Customer-centric digital excellence
Carrie emphasised that digital excellence revolves around a deep understanding of customer needs and ensuring that their journey is as smooth as possible.
She pointed out that digital experiences are the product itself, especially in today’s market, where frustrations can easily lead to customer churn.
Carrie believes that businesses must actively seek out frustration signals, using data and feedback to continually refine the customer experience.
Addressing these pain points not only improves satisfaction but also builds …