Data’s role in improving customer experiences

Orchestrating customer experiences ft. CVS Health

We have more data available at our fingertips and more tools to capture that data than ever before. So how do companies take all that information not only to better understand their customers, but to predict and orchestrate future experiences? In this episode, Sri Narasimhan, the head of customer experience at CVS Health, and Deloitte’s Tim Greulich join host Bobby Stephens to discuss how data has opened the doors for companies to improve their customer experience operations and build trust with their consumers—not just push more products and services.

Our ultimate game is to create long-lasting relationships with customers. And, and to do that, we have to kind of get some fundamental things right. One, we have to meet their rational needs. They have come to us because we have the things they need ... And once we’ve met that rational need, then we earn the opportunity to kind of create a relationship with them and build loyalty.
– Tim Greulich

About That Makes Cents

Our consumer podcast, That Makes Cents, dives into what consumers are thinking, feeling, and buying right now. Host and Deloitte leader Bobby Stephens talks with industry experts to help you navigate the evolving consumer industry and prepare for what’s next.

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