The Future of Customer Experience with Allan Klassen
08/14/19 • 34 min
On this episode of the A-Cast, host Sheenah Rogers-Pfeiffer sits down with Allan Klassen, Chief Customer Experience Officer at Brookfield Residential, to take a deep dive into customer experience and dissect how it is transforming organizational and brand success. They look critically at the real estate industry to evaluate what CX opportunities exist in the industry and how we can bridge the gap between the builder and customer journey. Where do we start? Allan states, “look in the mirror.”
About Allan Klassen
Allan brings over 35 years of experience in the housing industry to the CXO role, in which he is leading cultural transformation for one of North America’s leading home builders and developers. A passionate and driven leader, Allan lives by his personal philosophy: “live authentically, lead with a caring heart and serve others passionately.”
On this episode of the A-Cast, host Sheenah Rogers-Pfeiffer sits down with Allan Klassen, Chief Customer Experience Officer at Brookfield Residential, to take a deep dive into customer experience and dissect how it is transforming organizational and brand success. They look critically at the real estate industry to evaluate what CX opportunities exist in the industry and how we can bridge the gap between the builder and customer journey. Where do we start? Allan states, “look in the mirror.”
About Allan Klassen
Allan brings over 35 years of experience in the housing industry to the CXO role, in which he is leading cultural transformation for one of North America’s leading home builders and developers. A passionate and driven leader, Allan lives by his personal philosophy: “live authentically, lead with a caring heart and serve others passionately.”
Previous Episode
How technology and culture impacts successful digital transformation projects
In this podcast, we discuss how leaders can successfully lead through digital transformation while balancing the culture of their organization with the technology that's driving change.
Thanks to today's guests
Tynan Allen from CultureING (formerly Illuminate) works with companies to build strong cultures in organizations
Sean Leonard from Active Demand helps companies with lead generation through automation and personalization.
Timeline
3:10 - Defining automation, artificial Intelligence & machine learning
5:40 - How to prepare culture for change
12:15 - New opportunties for people in marketing
17:00 - The impact of artificial intelligence on a company's ability to make decisions
19:20 - How leaders can navigate a team through digital transformation
27:25 - The areas that digital transformation is happening today
30:20 - How leaders start to adapt their culture for digital transformation today
35:35 - What kind of training is needed for employees to continue creating value for their companies and customers
44:50 - The importance of measuring employees on brand purpose and values
50:45 - The importance on using tools for improvement and adding value
55:30 - One business lesson you'll never forget
Links & Resources
Ross Sparkman - Strategic Workforce Planning
World Economic Forum - The Future of Jobs Report
Next Episode
Branded video content marketing featuring John Cameron
The growth of video content marketing has been explosive. A recent study from eMarketer reports that for the first time in history, time spent with digital video in 2019 has surpassed that of traditional TV viewing.
In addition, the engagement with video posts on Facebook are on average 59% higher than any other type of content on Facebook. Marketers like us don’t need convincing that video is an important tool.
Yet, when it comes to content marketing with video, there are many burning questions that we still wrestle with. Some of these may include:
How do you choose a video production service?
How do you start the process of producing a video?
How has technology changed the video content marketing industry?
Are cheap video content creators better?
Join our host and Anstice CEO Sheenah Rogers-Pfeiffer in this conversation with Emmy award winning video director and producer John Cameron to get insights to these questions. As the founder of Meta Productions, John and his talented team have won many awards and accolades for their impressive work with clients like ESPN, Zappos, Infiniti, Nicki Minaj, Ariana Grande, Tron Legacy and Game of Thrones.
Show Notes:
2:15 – Predicting the growth of video.
3:45 – how has the video industry changed?
5:38 – how to inform clients on the value of video
9:45 – how to start the process of building a video
13:15 – how to avoid problems with branded video content
23:49 – Are there similarities between a CardiB music video and a commercial ad?
26:10 – how to get the most out of your video content budget
32:25 – The evolution of video use on different channels
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