#89 Agility in Creating New Experiences with Craig Langlois, Berkshire Museum

The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX · Sep 15, 2020 · 27m

Today we’re going to talk about agility in how you deliver customer experiences. While customer experience always requires a sharp focus on listening and adapting to customer needs, most companies have had to make much larger changes recently due to COVID-19 and the different rules of operation. To talk about this in more depth, I thought we’d explore an industry that often thrives on interactions in physical spaces: museums. We’re going to explore how a museum was able to adapt its methods of delivering experience in a way that not only served the temporary needs due to COVID restrictions…