Samsung and their customer centric evolution

Beyond the product: How Deborah Honig challenges brands to delight customers and redefine the user experience using cutting-edge technology.

In this insightful episode, Deborah Honig, a Global Business Executive at Samsung Electronics, takes us on a journey through the evolving landscape of customer experiences. From her first encounter with mobile ordering at Starbucks to the seamless digital transformation of banking at Barclays, Deborah shares personal stories and professional insights that highlight the role of technology in enhancing user satisfaction.

Through candid reflections, she explores the challenges of maintaining consistency across online and offline touchpoints, the importance of creating personalized experiences, and the pitfalls of poorly executed journeys, like a frustrating in-store and online boot purchase. Deborah emphasizes the need for brands to move beyond selling products and focus on either creating a solution for a problem customers have or creating experiences that elevates their every day.

This episode is a masterclass in leveraging cutting-edge technology, empathy, and purpose to redefine the customer journey—not just through purchase, but by showcasing how products can be used to their fullest potential post-purchase. Deborah also shares her predictions for the future of customer experience and practical lessons that brands can apply today to truly delight their customers.

Listen Now: Spotify | YouTube