Podcast interview with Jennifer MacMenamin on utilising guest-centric terminology

Seth Adler

How do you care for the fracture points in the digital experience you’re providing? Discover the solution in this week’s podcast interview.


Recorded at the Customer Experience Exchange for Retail, this week Jennifer MacMenamin, Director of Digital Solutions Guest Experience at a large American discount store retailer, joins CX Network podcast theatre host Seth Adler.

MacMenamin shares that she and her team have been engaged in customer experience and caring for the fracture points in the digital experience, but they had previously taken an operational lens to it opposed to the guest lens through which they now see. The goal is to have the organisation understand how the guest goes through the experience, opposed to simply focusing on operational metrics.

For example, MacMenamin and her team had been trying to understand an issue that they were having with their data flow. However, when they simply utilised guest-centric terminology the problem was easily solved. And MacMenamin and her team of course continue to use data that speaks to departmental KPIs.