Building a customer-centric digital brand: Lessons from Who Gives A Crap
Get advice on building a worthy relationship with customers from Ryan Klausner, head of CX at Who Gives a Crap
04/25/2025
CX professionals are facing a unique challenge in the age of AI: how to balance the human touch with meaningful customer interactions led by humans. They are seeking ways to build a customer-centric digital brand by leveraging technology while also connecting with people and tapping into their emotion.
Ryan Klausner, head of CX at Who Gives a Crap (WGAC), explained how to build "brand love," move beyond CX metrics like net promoter score (NPS) and customer satisfaction score (CSAT) and developing a people-first CX team that drives retention. Watch this session to learn more about what it really means to put the customer first amid this unbelievable proliferation of ever-advancing technology.
