Podcast: AIA Malaysia On Experiencing What Your Customers Experience

You’re not going to get insight and observation about what customers are really thinking and what problems they’re really trying to solve unless you’re out there with them - Troy Barnes, AIA Malaysia

Barnes is ultimately arguing that true customer centricity does not come from thinking about your customers.  It's not even about thinking like a customer.

It's about getting out into the market and experiencing exactly what your customers experience.  Only then - when you understand their true demands, their true journeys, their true "pain points" and their true sentiment - can you build the optimal experience.

Barnes discusses this approach in the new CCW Digital Podcast, which you can access below.